Toast seamless grubhub12/25/2023 ![]() “Companies that don’t employ support teams are solely reliant on tech working 100 percent of the time, which obviously isn’t the case.”ĭata from Tattle, a customer feedback platform backed by chef Tom Colicchio and other industry leaders, shows that the delivery service outage likely had a negative effect on the restaurants themselves. We immediately disabled DoorDash within minutes of the outage,” Chris Webb, CEO of direct ordering company ChowNow, which has its own support team, told me. “This is the disadvantage of not having a support team watching orders. Given the huge influence of online ordering and delivery in today’s restaurant industry, this is tricky territory. Instead, the delay would have looked a whole lot like the restaurant’s fault. I knew this because I’ve written a newsletter about restaurant technology for nine years it’s unlikely the average customer would have known. It was coming via DoorDash Drive, the company’s white label service meant to deliver orders restaurants receive through other channels. The order was accepted and prepared by the restaurant, but an hour passed with no notification the food had been picked up or was on its way to my door. I placed a direct order with a restaurant that uses Toast’s direct ordering software. Did I complain about it on the internet? Sure did ! Support lines were jammed for both couriers and diners.Įven I found myself inadvertently caught up in this. Couriers that picked up orders before the outage later couldn’t access customer addresses, so didn’t know where to take their deliveries. Some restaurants that received orders prior to the outage prepared the food, but no couriers picked it up. ![]() Some who placed and paid for orders prior to the outage say they didn’t receive their food, or received it hours late. ![]() Both the consumer apps and the Dasher app - that’s the one the company’s couriers use to receive orders - were affected, effectively stopping orders in their tracks.Īs we are wont to do, many hungry customers took to Twitter to lament the outage. DoorDash went down for three hours last Thursday between 4:20pm and 7:20pm PDT. ![]()
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