This is the actual problem with the app model. No one is on the line for your order being late, cold or wrong. The delivery guy doesn't care - he's the most tra

This is the actual problem with the app model. No one is on the line for your order being late, cold or wrong. The delivery guy doesn't care - he's the most transient and precarious labor possible and he only needs to get a certain percentage right to keep working. The restaurant, traditionally, tried very hard to keep their customers happy, and would send the (in-house) driver back with forgotten items or free stuff if something went wrong. Now they are plugged into a third-party system they don't have any confidence in or understanding of. They do their best but they can't predict demand, be sure when the driver will turn up, or be sure that complaints are legitimate. Meanwhile the app operator doesn't care that much about your order either. Getting every single order right would massively increase their costs while hardly adding much revenue through brand loyalty. Signing up new restaurants or rolling out to new cities is always going to be a more promising strategy. Meanwhile, you are hungry and tired and you just spent $50 on $30 worth of takeout. You really really want someone to care about your dinner as much as you do. But next week when you're hungry and tired again, won't you roll the dice again and hope they get it right this time?