Thanks to a partnership between DoorDash and Walmart, some Walmart orders are now delivered by DoorDash—and Uber Eats, too. Convenient, right?
But there’s a problem: Many DoorDash drivers hate doing Walmart orders. Take one visit to the DoorDash subreddit you’ll see daily posts like these by drivers complaining about Walmart orders.
- “Walmart orders are making me lose money”
- “I decline all Walmart orders”
- “200 items up to a 3rd story apartment and no tip”
- “Just remember, Somewhere in the world right now….someone is on a $3 Walmart order”
The disdain for Walmart orders is so strong that some drivers even request to block all Walmart orders (pic).
So what are the main complaints from drivers? Low pay, slow service at Walmart, infrequent tipping, and simply too much work for too little money.
Just check out these estimated payouts to see why drivers are upset: $3-$5 to spend 30+ minutes hauling heavy groceries, with no guaranteed tip. Normal food deliveries are faster, easier, and typically pay more.
Haul 43 items for $5 with no guarantee of a tip. Would you accept?
It’s clear that DoorDash drivers don’t like Walmart orders. To get to the root of the issue, let’s look at how Walmart orders on DoorDash work, and what DoorDash and Walmart can do to improve the situation.
How the pickup and delivery process works for Walmart orders on DoorDash
Here’s what the overall delivery process looks like for a Walmart order:
- Accept or decline the Walmart order request
- Navigate to the Walmart pickup area
- Wait for Walmart employee to load the order into the car
- Navigate to the customer
- Drop off the order at the customer’s door
Walmart orders might not look too different from a typical DoorDash food delivery, but the problems lie in the execution.
Problems with the DoorDash/Walmart delivery process
A Walmart order request looks similar to other requests: Drivers see the location of the Walmart, the customer drop off location, and a payout amount that includes a base payout and any electronic tip.
Walmart customers can now tip when they place an order, and DoorDash updated the Dasher app to include tips in the overall estimated payout on the order request screen.
A lot of complaints are with the pickup experience. Drivers say that pickup areas can be disorganized, and wait times vary wildly. It’s not supposed to take more than 5 minutes to get the groceries, but DoorDash drivers regularly report that it can take 20+ minutes.
Drop offs are another point of friction for drivers: Food deliveries are typically just a light bag or two, but Walmart orders can contain dozens of heavy items that must be hauled to the customer’s door.
Imagine taking several trips to the car to haul cases of water up the stairs at an apartment complex. It’s a lot more work than a food delivery for the same, or sometimes less, pay.
6 stops? This is more like a UPS delivery route. Credit essejpatterson on Reddit
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How DoorDash Drivers Get Paid for Walmart Orders
Payouts for DoorDash orders work the same way as a typical food delivery order: Drivers receive base pay + promotions + 100% of tips. Base pay is an algorithm that accounts for time, distance, and ‘desirability.’
The issue is that base pay can be quite low, sometimes as low as $3, and tipping for these orders seems to be less frequent than regular orders. Many DoorDash drivers share screenshots of orders in the $6 – $8 range, which isn’t terrible as long as the entire order doesn’t take too long. But when wait times are 20+ minutes with a long drive & delivery to follow, $6 doesn’t look so great.
It used to be that Walmart customers could only tip after an order was completed, but that has changed. Walmart customers can now leave a tip when they place an order, and the tip will be included in the order payout estimate that drivers see.
Which would you accept: A food delivery that shows a $10 payout to deliver a bag of food, or a Walmart grocery order with 25 items that shows a $5 payout?
Controversy: Does Walmart ‘Keep’ Tips on DoorDash Orders? (No)
Tips on Walmart orders can be so few and far between compared to food delivery that some drivers suspect an issue with the payment might be preventing them from receiving tips.
The way payments for Walmart orders are handled might also cause a delay in tipping, or potentially missed tips. With a typical food delivery order, payments are directly handled by DoorDash. With a Walmart order, payments are first handled by Walmart, then are completed by DoorDash. Walmart seems to settle orders more slowly than DoorDash, so the extra step can cause delays.
I asked DoorDash for more clarity on how the payment system for DoorDash/Walmart orders works, and if it’s possible for Walmart to ‘keep’ tips that are intended for drivers.
A DoorDash rep said, “[Walmart order pay] is the base pay plus 100% of the tips. However, for Drive and Grocery order, the customer’s are placing the order directly to the store. We cannot see here in our system if there’s a customer’s tip or none. It still depends on the store if they will provide the tip or not.” [Pic of conversation]
Some DoorDash customers have complained that they tried to tip DoorDash drivers, but an app bug prevented them from doing so. One customer said, “The app will show that the tip went through, however, the following day after delivery there’s an error message in the app that says “sorry your order is no longer eligible for tipping, your tip has been removed.”
My take: Walmart isn’t keeping tips, but they might be slow to deliver them, and app issues may prevent them from going through.
Some Walmart Customers are Unhappy with DoorDash Deliveries Too
Down in the comments section of this article, you’ll find comments from Walmart customers who were unhappy with a DoorDash delivery. The main complaint is that they weren’t notified that their order would be delivered by DoorDash. Some orders are split between shipping companies, so some items in the order are delivered by DoorDash others are delivered by FedEx.
Many Walmart customers don’t feel that they need to tip DoorDash because they were never notified that DoorDash would be fulfilling the order. If they didn’t request DoorDash, why would they tip? And if they don’t tip UPS or FedEx, why would they tip DoorDash? This is a common customer outlook on the DoorDash/Walmart situation.
One customer said, “The current system is not set up to even make customers aware of HOW/WHEN their items will be delivered. Most will just assume it’s through USPS FedEx or UPS.”
And it’s hard to argue with this customer’s logic: “I can’t justify a tip for something I was not advised was going to happen.”
Walmart Workers Chime in
DoorDash drivers don’t like Walmart orders, and it turns out that the feeling is mutual for Walmart workers. Walmart employees complain of impatient DoorDash drivers who become rude when wait times are longer than a few minutes. And then there’s the time a frustrated DoorDash driver dumped a load of groceries in the Walmart loading area without telling anyone.
Another point of friction is that Walmart instructs workers not to load an order into a car if the driver or vehicle appears disheveled or unclean, or if the driver has young children in the car who can’t be left unattended. Imagine how uncomfortable it is for employees to turn a driver away, or to be turned away as a driver!
How DoorDash and Walmart Can Improve The Situation
DoorDash drivers don’t like them, Walmart workers aren’t big fans either, and customers feel like they are in the dark too. What can be done?
Walmart should let customers know that their delivery is being completed by DoorDash. Too many Walmart customers have no idea what DoorDash is, or why part of their delivery was done by DoorDash when another was done by FedEx. If customers know what to expect, they’ll be a lot more satisfied.
Walmart orders are much less appealing for Dashers compared to restaurant orders, so Dashers either need more tips or higher base to make it worth their while. Walmart could try to encourage tipping, but it’s understandable that adding a new cost won’t go over well with Walmart customers who already pay for shipping or delivery memberships.
The remaining option is a higher delivery fee for drivers that is paid for by Walmart and DoorDash, or their customers. In the end, someone will need to pay more.
Another necessity that’s easier said than done: Improve logistics. One of the major complaints from DoorDash drivers is that they have to wait far too long at Walmart to pick up an order. Some type of logistical upgrade is needed to streamline the process, but there’s no guarantee that DoorDash and Walmart will be able to sort that out.
DoorDash drivers: If the payout doesn’t look right, decline it! You can’t be deactivated for a low order acceptance rate, so you’re free to decline any order that doesn’t meet your standards.
Kay says
I absolutely hate having to use Walmart grocery but I don’t have much of a choice since other stores are more expensive for delivery.
I’ve had nothing but problems with this service and the DoorDash drivers.
On top of that, there’s something wrong with the Walmart app itself when it comes to tipping your driver.
I’m unable to give a tip to the driver through the app. Ever since the latest update came out, they force customers to try and prepay a tip ahead of time for a fixed amount. This is deceptive as customers are complaining on the App Store that they got charged a $15 or $20 tip and weren’t even aware. Customers can customize and change the tip amount up to 24 hrs. after delivery.
I tip the same day of delivery and customize the tip based on the quality of the service and each time Walmart keeps removing my tip. I’ve never asked them to remove my tip. Yet, the app keeps doing it anyway and I can’t control it.
The app will show that the tip went through, however, the following day after delivery there’s an error message in the app that says “sorry you’re order is no longer eligible for tipping, your tip has been removed” WTF!!
I’ve complained 3-4 times already to corporate and they haven’t done anything to fix this problem. This has been going on for almost 2 weeks now and their IT department couldn’t care less about fixing the issue.
So in the meantime, there’s probably thousands of DoorDashers who are getting cheated out of tips that customers are actually leaving them. There’s no way to contact the Dasher after your order is delivered.
I would try and tip cash but I live with high risk family members and I don’t feel comfortable interacting with some of the drivers face to face as not all of them wear masks.
I feel bad for these drivers as a lot of them probably are not aware that customers are trying to tip them. But because of these technical problems they don’t get the money they deserve.
For any DoorDash drivers who read this, I don’t know if you guys have a special corporate number to call DoorDash, but I think it would be helpful to contact them directly. I tried to contact DoorDash via customer chat about this today and the rep was rude and literally told me to just call and didn’t want to handle the issue. DoorDash may be able to do something about this problem if they get a lot of complaints from drivers.
DougH says
Thanks for the intel. Interesting to see confirmation that there is a bug issue on the Walmart end
Hilda says
My first order was delivered today. I was actually excited; however, the walmart+ shouldn’t be advertised as free delivery if I’m expected to tip on top of my membership fee. It’s not fair to the customer to pay a membership and pay a driver.
Gigi says
I just got a delivery from Walmart through Door Dash. What the? When the driver called and said she had my door dash delivery, i told her I didn’t order Door Dash because i thought people just used it for food. She told me it was from Walmart and asked if she should leave it on my porch, and with Covid and contactless delivery pretty much being the norm, i said sure. This was confusing. I have never used Door Dash. Was I supposed to have contact so i could tip? And why did Walmart say my delivery was free if they were using a service to drop it off that normally expects a tip. On top of it, there were other items in my online order that I believe are being shipped the conventional way. Why not just ship all together?
DougH says
It’s a relatively new partnership between DoorDash and Walmart, and as you’ve experienced, it’s a bit rocky. Hopefully they figure out how to make it better for everyone
Cody says
I will not order delivery from Walmart ever again because I HATE Door Dash! I just had an incomplete order dropped off at my door (guy left in his hooptie before I could catch him). I verified the items to be delivered online to confirm the items associated with the order were in one shipment. I called Door Dash to see if they could contact the driver before he left the neighborhood to deliver the missing items; but they couldn’t reach him on the phone (What???) Door Dash told me to call Walmart Customer Service. The problem isn’t with Walmart, it’s with Door Dash. Door Dash doesn’t feel accountable for anything, their customer service is atrocious and delivery drivers have the gall to complain about not getting tipped. Good grief.
Kathi says
Totally hear you!!!! I had no clue Door Dash was even involved. My neighbor brought a ripped Walmart bag knitted up with a sticker having only my first name initial and first three letters of my last name and said this must be yours?? Yes it was, a few items from my order. Terrible packaging. Next day I get 3 calls in a row from an out of state number, didn’t answer, they then texted me saying they were door dash and asking details of my house. I replied wrong number. Minutes later my daughter calls me telling me a strange man in a unfamiliar car k pt knocking and looking in the windows. She didn’t answer as I tell her never to answer the door. She then said he left two Walmart bags on the porch and took a picture of our house!! What the heck?!!! How creepy, I’ve ordered from Walmart for a long time and this never happened, it’s always been delivered from ups or fed ex. I will stop ordering from Walmart if this is how delivery is going to be. At least package the items secured and unseen. From what I’ve read he prob was knocking forever cuze he wanted a tip. Well I didn’t ask for door dash, not my responsibility to tip!! Sorry Door Dash driver!!
Bobby says
I’m a full time doordash driver with very good stats (cause I actually care about good customer service) and I can tell you I decline every single Walmart order. And if you get a double order at walmart with a full total of 11 dollars, it can take more than an hour to get it all done (depending on how crappy the walmart is your at and how long you wait for the order to get loaded and also the distance of the drop offs). So I just wasted time where normally I’d make 20/hr or more.
Us Dashers really just want Walmart to have their own instore thing for this. Their own drivers, ect. When I say we hate Walmart orders, we absolutely HATE Walmart orders.
As for the taking a picture creeper thing. That’s a doordash thing. If it its marked as “Leave it at the door” thats what you do. Leave it at the door and then it prompts you to take a picture of the order at the door similar to Amazon and you go on about your day.
And regardless if it was Walmart or something else. You tip drivers. Period. If you can’t tip, don’t ever order delivery besides like Amazon where people get an actual liveable base pay. And another fun fact. If you can’t get a hold of the customer for a Walmart order (like the dude who wouldn’t stop knocking at your door), we have to take allllllll of that shit back and wasting even more of our time.
Mad Dasher says
I am a Doordash driver and operate very professional. But you will never see me delivering WalMart orders because most drivers hate them like a lot of customers do. We do rely on tips for a good part of our income so I don’t accept non tipping offers anyway. I don’t work for peanuts and certainly don’t do charity deliveries. Sorry WalMart customer.
Daniel James says
I foolishly accepted a Walmart order. Went to a store I know has issues and again there was confusion, no one manning the collection pint which is just an A frame board with the sign on next to self check out. After 20 minutes I had to decline the three orders I had. I rang DD help and got no help when I asked to be excluded from grocery pick ups. I went to one WM last week and a driver had waited 2 hours. I drive a small coupe so orders with 147 items inc six cases of water etc just don’t fit in the car. I want to do restaurant deliveries only and not lug stuff up to third floor apartments. My acceptance rate is now 73% vs the usual 85% I had before I began to decline WM orders.
orders dog treats to tip says
Here’s one reason why tips may not be coming through with Walmart deliveries…. people can’t leave them. It’s not that they don’t want to, they literally CAN’T. When you go to “Rate and tip your driver” after a delivery using the link in the order email, if you pay only with EBT, you don’t get an option to leave a tip, only to rate your driver. The pop-up box only has the thumbs up and down for rating and no tipping options. If you purchased something that required another form of payment so there is something for a tip to charge to, then you should be able to add a tip, but if it was only a grocery order paid with EBT, then there is no way to add a tip onto a purely EBT order.
To get around this, you can order at least one thing that has to be paid with a non-EBT form so that there is something that a tip can be charged to.
I don’t know if this applies to orders anywhere besides Walmart, but it’s what I’ve been able to determine from my deliveries from there. Unfortunately, it took me 3 EBT-only drivers before I figured out why I wasn’t able to leave tips with the ratings =/ So it’s not neccessarily that people don’t want to tip, they may not be able to and they may not know why or how to get around it.
Nate says
I’ve been declining all Walmart orders and grocery store orders for about 5 or 6 months now because I had bad experiences with both. A Walmart order had me lugging packs of water up a hill and up a flight of stairs with a house full of young people who wouldn’t help. I’m not a spring chicken anymore, in my 60s. About a week later same thing. Walking up stairs to deliver water.
With the grocery order (not Doordash app) I had to run all over the store, it was at Walgreens. A number of items they didn’t have and I constantly had to call the customer to see if they wanted a substitute. Then the GPS didn’t work. After that I decided no more Walmart orders or Supermarket orders. Now my acceptance rate is down to 29%! From 70 down to 29%. So I’m going to keep going until I get to the deactivation point. I guess that’ll be it for me then.
Hauling bags of groceries up 3 or 4 flights of stairs where 10 of those items might be packs of wate? I can’t and won’t do it. Plus Doordash knows that I always decline Walmart and Supermarket orders yet they keep sending them to me, everyday. Sometimes six or seven in a row. Makes no sense. All it does is drive my ratings down. But they wouldn’t do that on purpose now. Would they??
Today I must have received about 17 Walmart orders and about 8 Supermarket orders and I declined them all. Not because I’m lazy but because it’s just too much trouble. Tomorrow I’ll start all over again. I started in February. If I can make it to the end of the year, in my case It’ll be a good thing.
DougH says
Just FYI – There is no deactivation point for acceptance rating. You are free to decline as many orders as you want. You can only be deactivated for low customer ratings and low completion rate. More about DoorDash deactivation policy