this post was submitted on 18 May 2026
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Pizza Hut's AI system caused 'cascading' problems and $100M in damages, franchisee alleges in new suit (www.businessinsider.com)
submitted 1 week ago by NotMyOldRedditName@lemmy.world to c/technology@lemmy.world
171 comments fedilink hide all child comments
 

The complaint says DoorDash drivers began waiting to batch multiple orders together after gaining virtual visibility into kitchen systems, allowing them to see when pizzas would come out of the oven.

Instead of immediately leaving with a completed order, the suit claims drivers waited "up to fifteen (15) minutes" for additional deliveries, increasing the time between when a pizza is removed from the oven rack and when it leaves the building to be delivered. That delay slowed deliveries, disappointed customers, and caused a sharp drop in sales, the suit says.

The lawsuit also alleges Dashers could see tip amounts and whether orders were cash payments, making some drivers less likely to accept certain deliveries.

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[–] ICastFist@programming.dev 66 points 6 days ago (1 children)

Partially related: I remember some months ago, down here in Brazil, UberEats and iFood drivers were getting restless about the complete lack of any rights when working with the apps - no rest time, no charging stations, low pay, all while being told that you're "being your own boss, working when you want to!". They usually formed whatsapp groups to complain about that.

In an almost inexplicable twist, the majority that wanted more rights also wanted the govt to stay the fuck away and were against a law that was meant to regulate working for apps. Said law included many of the rights they wanted.

[–] baggachipz@sh.itjust.works 33 points 6 days ago (2 children)

Glad to see American idiocy is spreading /s

[–] Afaithfulnihilist@lemmy.dbzer0.com 14 points 6 days ago

A tremendous amount of money has been invested to ensure that it is.

[–] berrodeguarana@lemmy.eco.br 6 points 6 days ago* (last edited 5 days ago)

Planned idiocy, but idiocy nonetheless.

Billionaires invest a fortune into media articles, influencers, and fake news to brainwash workers to vote against their own class.

Ironically, the billionaire class is a pretty well organized one to achieve all this. Motherfuckers.

[–] Lucidlethargy@sh.itjust.works 50 points 6 days ago (11 children)

Fire the executives responsible.

[–] MajorasTerribleFate@lemmy.zip 17 points 6 days ago

Let they who reap the benefits of success be also reamed by the flames of failure.

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[–] ivanafterall@lemmy.world 40 points 6 days ago (1 children)

For context, here is an actual Uber Eats offer to a driver from 5 days ago:

[–] Corkyskog@sh.itjust.works 30 points 6 days ago (4 children)

That's 5.68 an hour, ridiculous. The system should reject anything that's below minimum wage equivalent at a bare minimum.

[–] ivanafterall@lemmy.world 36 points 6 days ago* (last edited 6 days ago) (1 children)

I've been driving (passengers, not food) for 2 years and you really can't imagine how predatory and exploitative it is these days. Gas prices way up, fares way down, and Uber just spent $10 billion in our stolen wages on driverless vehicles to replace us. I'm trying to get out ASAP.

Edit: Also, just wanted to add that it's $5.68/hr BEFORE gas and wear-and-tear expenses.

[–] jtrek@startrek.website 10 points 6 days ago (1 children)

How do you feel about people who refuse to use ride-share like Uber because it's exploiting labor? I don't want to give them any money because fuck them, but some of my friends say the drivers need money so refusing to use it is only hurting them.

[–] ivanafterall@lemmy.world 20 points 6 days ago (1 children)

I love it. I hope everyone stops using them. I can't believe I ever supported them. But I think they'll be hard to get rid of, because they were allowed to shove out the cabs in most areas. Illinois drivers actually created their own app, which is epic. But it took years of work and I have no idea where to start, but I hope more states see that kind of effort.

[–] echodot@feddit.uk 6 points 6 days ago

Around me the Uber did really well and it was 100% the taxi driver's fault.

They used to do this thing where they would hang around the train station hoping that somebody wanted to go to the airport, because the airport wouldn't let the taxi drivers sit outside the terminal building but they could go in there if they were dropping someone off, then they would be able to pick up some tourist on the way out, so every time you didn't want to go to the airport they would always claim that they just got a call and won't take you. So it was basically impossible to actually use the taxis unless you legitimately wanted to go to the airport.

So people used to call an Uber, and the Ubers would come and pick people up right in front of the taxi drivers and they couldn't see why this was a problem until much later, when they started to complain and said the local council should ban Uber.

[–] hdsrob@lemmy.world 9 points 6 days ago

5.68 minus gas and wear and tear on your vehicle.

I do some DD for extra cash sometimes, and see shit like this all the time. I don't know who's taking this shit, but it isn't me.

[–] ITGuyLevi@programming.dev 11 points 6 days ago

Yeah, if it comes out below minimum wage there should be a higher amount being paid to the driver for the delivery side of the payment, expecting anyone to work for pretty much just tips is very bad business. I wish more of the price increase on the menu went to the driver.

[–] Zink@programming.dev 4 points 6 days ago (2 children)

It should be minimum wage plus standard mileage cost at minimum, perhaps. In the US the IRS rate is 72.5 cents per mile right now, so if you figure that in for the 19 mile trip that's over $13 just to break even.

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[–] MehBlah@lemmy.world 28 points 6 days ago (1 children)

Last time I ordered from them. I selected pick up and waited until a few minutes before the time was up to leave to get it. When I got there on their screen it showed my name and ready. I waited an additional twenty minutes to get my pizza. Don't know if the people working there marked it completed or if it was their system but I haven't been back in a while.

[–] SweatyFireBalls@lemmy.world 4 points 6 days ago (1 children)

As someone who worked in fast food in quite a few different places it is very common in my experience that orders are marked complete before they really are.

The stats matter to the heads, so the managers keep up the stats to look good. That is why when you go through a drive through and they ask you to pull up? They are wiping that order so it looks as if it was done faster and bringing it to you when it's really ready.

It's a classic thing of stats being focused on to the point that the stat is essentially made useless since it gets cheated.

I haven't worked FF in roughly 10-15 years though, and this was my experience, so grain of salt and all that.

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[–] jamesrandysghost@lemmy.zip 36 points 6 days ago (2 children)

Love how on the page for this article taking about how an AI system fucked up so bad there is a 100m lawsuit over it.... there are AI ads offering to sumerize the article...

Also, I can't lie, I feel no fucking sympathy for the massively wealthy elites that own this 100+ franchise company. If they hired their own drivers and payed their employees well I'd be singing a different tune but fuck these capitalist pigs. I hope they sue each other into oblivion.

[–] echodot@feddit.uk 5 points 6 days ago (2 children)

I'm actually quite surprised because in the UK pizza hut do hire their own drivers. I assumed that they would in the US as well but I guess not.

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[–] bitjunkie@lemmy.world 12 points 5 days ago

Clown timeline

[–] iuseasahibtw@ani.social 15 points 6 days ago

This is exactly how Skynet started

[–] Corvidae@lemmy.world 8 points 6 days ago* (last edited 6 days ago) (4 children)

While it may not work well for everyone, this is my solution: How To Make Pizza Hut's Pan Pizza At Home | Allrecipes - YouTube

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[–] LovableSidekick@lemmy.world 7 points 6 days ago (1 children)

To me it sounds like the suit should be against Doordash not Pizza Hut.

[–] NotMyOldRedditName@lemmy.world 5 points 6 days ago

Unless the contracts say you gotta deliver orders right away, not much they can do. They didnt have to outsource their delivery, they could have used their own drivers.

[–] TigerAce@lemmy.dbzer0.com 8 points 6 days ago (5 children)

"We're a franchise and we want to cheap out on a working system by implementing a new technology which is a sycophant AI full of bugs and problems, which has a high risk of causing us a shit load of money. But then we get angry and sue if it doesn't work."

Well, you get what you paid for.

It's like the early days of the internet. Companies like airlines going online with their ticket system with little to no cyber-security, and then complain when loads of people fly for free by just giving themselves a free ticket or lose loads of money by a simple bug charging people $0.

Maybe wait for a proper and safe working system instead?

[–] jve@lemmy.world 27 points 6 days ago (1 children)

Tell me you didn’t read the article without telling me.

franchisee Chaac Pizza Northeast accused Pizza Hut of forcing stores to adopt Dragontail, a delivery-management platform that Pizza Hut described as using artificial intelligence to "optimize" food delivery, despite what the suit calls obvious incompatibilities with Chaac's business model.

[–] Killer@lemmy.world 6 points 6 days ago

I'm all for hating ai bullshit but some people do so to blindly

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