Lied to by restaurants and sworn at by customers – York Deliveroo rider reveals all

A York Deliveroo rider has spoken out about the harsh conditions of working in the rising delivery service sector.

Since the lockdowns, the number of people using food delivery apps has grown hugely. The number of users, just in the UK, is expected to be up to 13.1 million by 2024.

An Deliveroo rider based in York, who we aren’t naming, told YorkMix of the challenges of working in the sector – including unfair pay, poor treatment by restaurants and rude customers.

The 24-year-old began as a rider to improve his fitness. “It also provides a good side job to working in an office,” he said.

Positive experiences have been the “very strong community” among delivery riders and restaurant workers.

But he said there were many downsides too. Some restaurants are dishonest about wait times.

“They will say ‘two minutes’ for the order to be ready, when it could be 20-30 minutes,” he said.

“This causes frustration because you don’t get paid to wait, and could have rejected the order if you knew the wait time.”

It could mean a £3 payment for waiting half an hour. He wants Deliveroo to pay for the full waiting time.

In 2020, Deliveroo riders boycotted some restaurants in York in a dispute about pay and conditions, but waiting time payments remains an issue.

Left in the lurch

And the company can leave him in the lurch. He had an order from Morrisons containing 32 litres of juice, and other heavy items which he couldn’t fit in his bag.

Deliveroo refused to send another rider to help him transport the order, which resulted in an hour with no work or pay.

When asked about memorable interactions with customers, he says they are “mainly negative”. People have “demanded” he carries food upstairs to a flat.

“I’ve been shouted at for not going upstairs to a flat. And sworn at down the intercom before leaving food outside.”

But he did have one positive memorable encounter. “I once had a puncture so messaged the customer to let them know I was walking the rest.

“They tried to find an inner tube, pump etc for me to fix my bike.”

Riding around York has its problems too. “Traffic is too busy at times,” he said. “It’s safe in general – but my riding style makes it a lot less safe.

“I don’t feel safe leaving bike around. There’s lots of theft at the moment if you leave then just for a second.”