Vanessa Bain was less than a year into her gig as an Instacart shopper when the company announced it would no longer allow tipping on its app. Instacart instead began imposing a 10 percent “service fee” that replaced the previous default tip of 10 percent. The change had no impact on customers, who could be forgiven for assuming that the new fee would still go to the workers who shopped for their groceries and delivered them to their homes. “It was deceptive to customers,” Bain said. “They thought they were still tipping us, when instead it went to the company. It wasn’t being passed to us at all.”
When Bain, who lives in Palo Alto, California, became a shopper in 2016, she believed that gig work would provide her with both financial stability and schedule flexibility to take care of her young daughter. However, as independent contractors, Bain and her husband, a fellow shopper, don’t receive sick leave or holidays. And in practice, the “be your own boss” promise of the gig economy instantly vanishes the moment you take on a gig job: It is, instead, a system that relentlessly dictates your schedule. “We are controlled. We are treated like employees but without the perks,” Jennifer Cotten, a Los Angeles area–based shopper, told me. “We’re told what order to deliver in and when to go.”