Unfair ratings cost some Instacart shoppers hundreds a week

From today’s New York Times:

Bags of groceries don’t just vanish into thin air. But in case the laws of physics ceased to exist, Loreen Zahara does her due diligence. The Instacart shopper keeps receipts for purchases and even photographs them upon delivery — on a customer’s stoop or in front of their garage.

Yet when one customer gave her a one-star rating over a missing bag of pineapples and another awarded her one star and claimed an entire order wasn’t delivered, it was Zahara who suffered the consequences: a loss of hundreds of dollars of potential earnings per week.

Instacart’s order-allocation system takes the “customer is always right” mantra to new extremes, some of its professional shoppers say. The grocery delivery company presents its workforce of independent contractors with orders based in part on their in-app ratings — those with higher scores get first pick, often leaving behind fewer and less lucrative batches for everyone else. Interviews with more than 10 shoppers and receipts reviewed by The Times show a sharp decline in earnings for shoppers whose ratings drop just slightly below 4.95 out of 5 stars. Often, shoppers said, the negative reviews were beyond workers’ control.

Even though Zahara has evidence those two complete orders reached the customers’ homes, it was enough to drop her rating to a 4.94. She went from earning an average of more than $1,270 per week to $690 per week, while working the same total hours, screenshots and weekly earnings reports show.

When Zahara had a rating of 4.95, compensation for batches of deliveries available to her ranged from $15 to $45. At a 4.94, screenshots show orders dipped to $9 to $22, with those at the higher end in a different county than where she lived and typically worked.

“I just had to live with the bad ratings and bad batches and no money,” she said.

Instacart says the system was developed to ensure ratings are “fair and accurate,” and do not unfairly penalize shoppers.

To protect shoppers, Instacart automatically forgives a customer’s single lowest rating, said Instacart spokesperson Natalia Montalvo. And “ratings that are outside of shoppers’ control” are also forgiven — such as when a customer complains that requested item is out of stock at a store, she said.

Read the complete article here.

New Domestic Workers Bill of Rights Would Remedy Decades of Injustice

From The Nation Magazine:

There are about 2 million domestic workers in the country, a workforce that is only growing larger as baby boomers age and millennials have children. But despite the size of the workforce and the importance of the work it performs, domestic workers are excluded from basic workplace protections and face rampant abuse and exploitation. Eight states and Seattle have passed bills of domestic-worker rights that extend some of these protections, but outside of those places, domestic workers labor in people’s homes with little recourse if they get hurt or taken advantage of.

That could change under legislation that was just unveiled in Congress. On Wednesday, Senator Kamala Harris and Representative Pramila Jayapal announced a federal bill of rights for domestic workers, the first-ever nationwide legislation that would extend working rights to domestic workers and offer them financial stability and safety. The bill would ensure that domestic workers are covered by some basic labor laws: the right to overtime pay when they put in more than 40 hours a week, to the protections of the Occupational Safety and Health Administration, to form unions, and to recourse against harassment and discrimination. It also extends new ones, such as the right to meal and rest breaks, paid sick days, advanced notice of scheduling, written agreements, and privacy and other protections for live-in workers.

As of 2012, domestic workers made less than $11 an hour at the median, while nearly a quarter were paid less than their state’s minimum wage. They very rarely get health insurance or retirement benefits from work. Their schedules are usually dictated by their employer’s whims and wishes, even when this interferes with sleeping and eating. Rates of injury are high, as are incidents of discrimination and harassment.

Read the complete article here.