That doesn't mean they can't get business eats right. Your experience is probably a win for them, it means they're getting a lot of drivers of varying quality. Also if you complained about it, that helps them to deactivate drivers that steal food and improve their process (they can probably keep ones that make the food cold, some don't mind (like me, at least for most types of foods and if I'm eating by myself) and some will just use a microwave). If they only had high quality drivers, they wouldn't be the growth company that they are. For businesses they can change it up, maybe even hire W2 employees. And they can even have a good experience in places that get press like SF and a mediocre experience for places outside of it. Only a handful of decision makers will judge their business service based on their consumer performance or performance in other markets. They also have name recognition - nobody got fired for buying Microsoft.