Finally! Some progress in the ongoing adversarial relationship between Food Delivery services and their customers. One American State has become the first to stand up for consumers legislating fair and equitable service standards for food deliveries…
It was bad enough when Food Delivery drivers started holding customers’ orders for ‘tips’ ransom. And got into a head-to-head battle with their employers over wages. But it appears we’ve entered an era where incorrect orders and non-completed deliveries have become a growing problem.
California acts on behalf of consumers
Once again, California has stepped up and set an example for other states and jurisdictions to follow, mandating new rules for food delivery services that place responsibility for incorrect or non-consum-mated deliveries squarely on the companies and deliverers.
California Assembly Bill AB 578 requires apps such as Uber Eats, DoorDash, Postmates and others to provide full refunds to customers if an order is not delivered or if a driver delivers the wrong order.
“When orders go wrong, customers deserve transparency and real support: not hidden fees or auto-mated runarounds.,” the Bill’s proposer, state legislature rep Rebecca Bauer-Kahan, explains. In her Instagram post, Bauer-Kahan enumerates the high points…
AB 578 requires food delivery companies to:
• Provide an itemized breakdown of every order, including fees and tips
• Offer access to a human customer service representative
• Issue refunds back to the original payment method when appropriate
• Protect delivery workers by banning tip practices that reduce base pay
In force now
The Bill was passed last year, and slated to come into force the fist of 2026. In other words, it’s live now. And anyone ordering food via a delivery service in California is now covered.
My take
It’s about time this issue was spotlighted. While lawmakers have still to comprehensively address the piracy of Delivery Services’ Byzantine fee structures, the new California statute is a good start on making the Services and their employees pull up their socks.
I just wonder why it’s taken so long for even one US state to take a stand?
My questions to you:
Do you use food Delivery Services?
If so… Are you frustrated by the service end of the deal, over wrong, delayed or non-completed deliveries?
And… Have wrong orders and/or late or unconsummated deliveries made you consider trashing Delivery Services?
Is the remedy enacted by California sufficient to fix the problem?
What additional new laws and regulations would you like to see placed on Delivery Services?
Muse on that…
~ Maggie J.