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Pain points in business: what people struggle with
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Grocery Substitution Breakdown
Out-of-stock items and broken substitution workflows waste time, cause refunds, and hurt ratings for shoppers and customers.
In their words
Leaving it for the dasher often means 5+ minutes added to the order, since we have to call or text them, wait for them to respond, then wait for the restaurant to make the replacement item.
So on a timed walk, that we're being judged on for performance, we have to stop, somehow get a customer's phone number, call them and beg them to accept a replacement?
Even when a customer has requested a refund if an item is not available the app says 'this customer has requested a refund but they may be open to a substitute.'
Spark really needs to fix this mess
if it's customer approved, doesn't that imply the customer was perfectly fine with the replacement we're shown?
i selected every cornbread option they had and even wrote in the note part of the substitute page that any cornbread is okay
Really wish more people would put acceptable backups in the app. Would save so much time and energy
Only a very small percentage of customers ever respond when I message them while shopping. Maaaaybe 1 in 10 ever respond.
the app flagging correct item as wrong is such a classic gig app move
they just give the guest a purple one instead but still say they found 2 blue
My department is also expected to cheat Pre-Sub% numbers by punching in the UPC codes manually when we’re going to substitute
constantly delivering rotting produce, consistently being out of common ingredients, and then subbing for more expensive ingredients that are dissimilar to what was actually ordered
Gig grocery shoppers
Where they talk
- r/Sparkdriver
- r/doordash
- r/DoorDashDrivers
- r/doordash_drivers
- r/InstacartShoppers
- r/ShiptShoppers
- r/OGPBackroom
- r/walmartogp
Tools they use today
- DoorDash
- Spark driver app
- Instacart
- Shipt app
- Walmart app
- Uber
- Walmart pick system
- Dollar General app
Why those fall short
- App ignores refund preference and penalizes drivers for out-of-stock items
- no customer contact info, no time, system rejects substitutions
- DoorDash software doesn't filter out non-EBT items on substitution
- Restaurants with customer info still push contact to drivers; no in-app substitution flow
- denies substitutions, shows wrong location
Map of ideas
Drawing the map…