In today’s fast-paced world, the gig economy has exploded, with Uber Eats, SkipTheDishes, DoorDash, and Instacart dominating the Canadian landscape. While these services offer convenience, especially for people with disabilities, a closer look reveals a darker side. Let’s explore the accessibility of customer service, communication with delivery drivers/shoppers, app accessibility itself, and, crucially, pricing models. Each has its share of “sketchy” elements and raises concerns about long-term use, particularly for those with disabilities or fixed incomes.
The Good: A Game Changer for Many
These apps have undeniably done a lot of good, especially for people with disabilities. During the pandemic, they provided a lifeline for immunocompromised individuals, allowing them to access groceries and meals without risking close contact. They offer menu access for those with vision loss and reduce the stress of grocery shopping. The benefits are numerous, but to avoid boring you, let’s move on to the less rosy aspects.
The Bad: Pricing and Transparency Issues
Despite the advantages, several aspects of these platforms are problematic. Pricing models and product availability are particularly concerning.
You might find items in your local grocery store that aren’t available on Instacart. This likely stems from purchase volume; items with low demand through the platform probably won’t be listed. While understandable from a business perspective, it limits choices.
Even more troubling is the price markup between in-store prices and what you see on the apps. This can range from a few cents to several dollars per item. Some stores advertise “in-store pricing,” but many don’t disclose whether their app prices match or exceed in-store costs. Often, even when advertised as “same as in-store,” prices are higher. This inconsistency creates a financial burden and confusion. How can you budget when you’re unsure of the real price?
Finally, the hidden fees are a major issue. Why aren’t all fees (service fees, delivery fees, etc.) disclosed upfront? Why are we only informed at checkout? Why isn’t the service fee structure explained before we even start shopping? This feels predatory, especially for those on fixed incomes who need to stretch their budgets. Imagine having to drastically reduce your order at the last minute because of unexpected fees.
The Ugly: SkipTheDishes and its Accessibility Fail
Now, for the “ugly” part, I’m calling out SkipTheDishes. If you’ve ever had an issue with a SkipTheDishes order, you’re probably familiar with their in-app customer service chat. While I understand the shift away from phone support, this platform is deeply flawed for visually impaired users who rely on screen readers. The chat function is only partially accessible. You can read your own messages, but the customer service representative’s replies are often unreadable by screen readers. SkipTheDishes has been made aware of this accessibility issue and has yet to fix it.
My workaround? Facebook Messenger. Yes, I’m using social media to resolve order issues because their dedicated in-app support is inaccessible. This is unacceptable.
Conclusion: A Call for Change
I’ve stopped using SkipTheDishes, even if they sometimes have better menu options. Instacart, despite its pricing and fee opacity, remains the most viable option for grocery delivery for now.
I hope this post makes you aware of the challenges you might encounter, the confusing pricing and fee structures, and the potential difficulties in getting customer support. We need to demand better from these companies. Accessibility shouldn’t be an afterthought; it should be a core principle. Transparency in pricing and fees is essential. And customer support should be accessible to everyone, regardless of disability. These platforms offer a valuable service, but they need to do better to ensure they’re truly serving the entire community.
Unapologetically Blind 