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Pizza Hut's AI system caused 'cascading' problems and $100M in damages, franchisee alleges in new suit (www.businessinsider.com)
submitted 5 months ago by to c/technology@lemmy.world
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The complaint says DoorDash drivers began waiting to batch multiple orders together after gaining virtual visibility into kitchen systems, allowing them to see when pizzas would come out of the oven.

Instead of immediately leaving with a completed order, the suit claims drivers waited "up to fifteen (15) minutes" for additional deliveries, increasing the time between when a pizza is removed from the oven rack and when it leaves the building to be delivered. That delay slowed deliveries, disappointed customers, and caused a sharp drop in sales, the suit says.

The lawsuit also alleges Dashers could see tip amounts and whether orders were cash payments, making some drivers less likely to accept certain deliveries.

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[–] 327 points 5 months ago (20 children)

Wtf, pizza hut doesn't employ their own delivery drivers anymore? Sounds like they are complaining because they outsourced delivery and now they don't like how the work is getting done.

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  • [–] 230 points 5 months ago (14 children)

    Exactly. Hire your own drivers if you want it the way you want it. They made a big deal when California minimum wage went up that they were going to fire every driver and use DoorDash. This is the quality you get with that choice

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  • [–] [S] 107 points 5 months ago (1 child)

    🀣 🀣 🀣 🀣 🀣 🀣

    https://www.cbsnews.com/news/doordash-pizza-hut-minimum-wage-hikes-california-new-york-city/

    Pizza Hut is laying off more than 1,200 delivery drivers in California ahead of the state's nearly 30% increase in its minimum wage, to $20 an hour from $16. PacPizza, operating as Pizza Hut, and Southern California Pizza Co. β€” another Pizza Hut franchise, both gave notice of layoffs impacting workers in cities throughout the state, Business Insider reported, citing notices filed with the state.

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  • [–] 53 points 5 months ago (1 child)

    I was a delivery guy for a local pizzeria once upon a time (and that place still has their own drivers, and even their own delivery vehicles, which is practically unheard of)

    And I'm not gonna lie, door dash and such was great for a while because it let me get food delivered from restaurants that otherwise didn't do delivery.

    But I've stopped using them, for a few reasons including their shitty business practices

    But the straw that broke the camels back in each case that made me delete was them fucking up my order.

    And that happens, I'm not particularly mad at the store or the driver, I've been there

    But the way that these delivery apps handle it is, to me, unacceptable.

    When I contacted them, their response was to just issue me a refund.

    And to me, what should have happened, is I should have immediately had a replacement sent, expedited as much as possible, at no extra cost.

    That's what we always did when I was a delivery guy, and often with a gift certificate as an apology.

    And sure, a refund on top of that would be nice, but really the root issue is that I don't have the food I ordered. If I order it again, I'm going to the back of the delivery queue, and if I happened to order it when I was low on money I may not even be able to reorder it that day because that refund often takes a couple days to clear.

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  • [–] 16 points 5 months ago

    Consider yourself lucky.

    I used them exactly one time. The driver brought the wrong food, the name and order weren't even close.

    Doordash refused to send a new driver, best they could offer was a credit for not even half the price. Even escalating customer service just got the credit converted to a refund, again for less than half of the charge. The rep could not explain to me what service I had received to justify keeping most of my money.

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  • [–] 49 points 5 months ago (2 children)

    Yeah how fucking stupid. Domino's isn't the greatest but still delivers their own pies and get added bonus of points to free pizza.

    By the way Doordash always worked like that. Why only time ever use it was the last. Food arrived cold due to drivers picking up multiple different orders sometimes at different businesses. Horrible service.

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  • [–] [S] 30 points 5 months ago* (1 child)

    By the way Doordash always worked like that

    It really sucks when that happens, but at least DoorDash and Uber tell you that it's being delivered to someone else first.

    What I really hate, is when they are working 2 different apps, have my food, and then go in the exact opposite direction of my home to do the other apps delivery first, and neither service cares as long as it's delivered to you by the latest expected time.

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  • [–] 8 points 5 months ago

    This is why I stopped using any delivery apps in pretty quick order. They were way too expensive and places that were 10 - 15 minutes away were taking upwards of 30 minutes to get delivered after pickup and arriving cold.

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  • [–] 18 points 5 months ago

    And the only reason it makes sense to do that at all is because Doordash pays their drivers like shit, so they have to find ways to make more money doing things like batching orders.

    Honestly I would assume that when they had their own drivers they would leave woth a few orders at a time, (though I could definitely be wrong).

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  • [+] -6 points 5 months ago (4 children)

    Hire your own drivers if you want it the way you want it.

    Read the article, they can't… Pizza Hut mandates the use of the new system

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  • [–] 8 points 5 months ago

    The lawsuit argues Pizza Hut breached its franchise agreement by mandating continued use of the software while failing to exercise "reasonable business judgment" or modify the system to accommodate Chaac's reliance on DoorDash drivers.

    To me that sounds like Chaac's reliance on DoorDash drivers is not the norm.

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  • [–] 11 points 5 months ago

    Okay, but they're the ones staking their lives on Pizza Hut's brand for their franchise instead of just making actually decent pizza under their own name and making an honest buck. I couldn't care less about them seeing the consequences of their own selfish, greedy decisions.

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