Why Do Drivers Hate Delivery Platforms?

Fueled both by the pandemic and an increasing desire for convenience spurred on by the digital era, more and more consumers rely on delivery platforms to bring them food and goods on demand. In fact, since 2017, the global revenue for online food delivery alone has doubled. By 2024, it is estimated that this figure will reach $97 billion.

Behind all this revenue and uptick in delivery demand is the labor of hard-working drivers. Every day, around the globe, drivers sign into delivery platforms, hop into their vehicles, and get to work delivering food and other products to consumers’ doorsteps.

Unfortunately, many drivers have a love-hate relationship with the platforms they use to work. While they may enjoy the freedom of their work, they are tired of the many drawbacks of using a standard delivery platform. Why are drivers leaving these platforms, and what do they hate about them? Let’s take a look at the top six reasons drivers have become fed up with the average delivery platform.


1. They Take Too Much in Commission

One of the top complaints of delivery drivers is that the platforms they use take too much of the delivery fee in the form of commission. In many cases, both the driver and the merchant are hit with these high commission costs, cutting into the revenue.

Most platforms on the market today charge drivers alone 20% to 40% in commissions. Over time, this can become a huge frustration. Delivery drivers are doing the hard work of picking up orders and transporting them safely to consumer doorsteps, but they aren’t receiving the delivery fee that the consumer is paying. Instead, the platform is pocketing a large portion of that money, offering little value in return. Many drivers recognize that this commission-based model stunts their ability to earn money.


2. They Don’t Provide Enough Information Before Accepting Orders

Most delivery apps are set up so that drivers are forced to accept orders with little to no information upfront. This lack of transparency results in challenges for drivers who want to meet customer expectations but don’t have the insight necessary to do so. For example, experienced delivery drivers know they can only deliver a specific number of orders within a specific radius while keeping the food at the desired temperature. For them, it can be frustrating not to be able to see whether or not an order will push them past their abilities. Instead, they have to accept an order first and then find out the job details.

The end result is that drivers wind up failing the customer’s expectations, which can hurt their intake of tips — through no fault of their own.


3. The Pay Is Ridiculously Low

In the US, most jobs pay either an hourly rate or a set salary. However, when it comes to working for a delivery platform, this is not usually the case. These apps often pay drivers based on various factors, such as mileage, time spent on the road, small payouts based on orders, etc. Unfortunately, this pay winds up being extremely low compared to most hourly wages. Not only that, but it does not account for how much money drivers are spending on their costs.

For example, delivery drivers have to cover their own insurance, vehicle maintenance, and vehicle repairs. While the mileage payout might cover some of the driver’s gas, it is not likely to be enough money to cover the cost of everything else they have to factor into the job. This low pay can lead to fast burnout for many delivery drivers. It can begin to feel like no matter how many extra hours they work, the pay is still not equal to the work they perform.


4. Customer Service is Poor

Many delivery platforms are set up in such a way that if a driver runs into an issue while they are doing their work, it can be nearly impossible to reach customer support. This lack of customer service can be frustrating when problems occur. If a driver can’t find help for common issues, such as their app crashing, their GPS directions failing them, or their orders coming in inaccurately, they are stuck in a difficult position. They have to continue working while dealing with major issues. The end result is that, once again, it can feel like they are failing both the customer and the merchant through no fault of their own.

Many delivery drivers wind up feeling like they are just another number in the system. With no real ability to speak to a customer service representative, they are often left with issues unresolved, paying the price in poor tips, and frustrated consumers.


5. There is a Lack of Transparency in Orders and Pay

The breakdown of how most delivery platforms pay their driver based on the orders that come in is hazy at best. The lack of transparency in orders and payments can become a huge pain point for drivers. It becomes extremely difficult for them to know what orders will help boost their pay or to be able to choose the right jobs for their needs.

In addition, drivers don’t have the opportunity to effect change in this regard. Working as independent contractors, they have no way of asking for better transparency or requesting information about how they are paid on jobs. Instead, they are forced to rely on the limited information provided via the platform.


6. They Are Penalized for Not Accepting Orders

Most people who opt to work as a delivery driver do so for the supposed freedom it offers. However, many platforms actually force drivers to take orders or penalize them for not accepting an order. This cuts down on the freedom the driver signed up for in the first place.

Not only that, but it can force drivers to accept orders that are not ideal. The end result is that customers and merchants can be less than happy with the delivery driver’s work. The only choice drivers have is to deny orders and face a penalty that can minimize the amount of work available to them down the road.


The Difference with Ally’s Driver-Focused App

At Ally, we understand why drivers hate delivery platforms. These valid frustrations and concerns are what inspired us to set out to create a better solution.  We have built a driver-focused app where drivers can take back control of their work. 

Benefits of using the Ally Platform include:

  • No commissions
  • Full transparency on orders and delivery fees
  • Easy to understand how earnings work
  • Choose your schedule with no penalties for rejecting orders

If you are interested in using Ally to increase your earnings, signing up is simple. Take control of your schedule and start keeping 100% of driver fees and tips right now.