Who owns the last mile delivery experience?

A customer orders from your brand, has a terrible delivery experience through DoorDash or Instacart, and leaves a one-star review that tags you, not the driver. It doesn’t matter that you never touched the package after it left the warehouse. It doesn’t matter that the delay was the platform’s fault. 
To that customer, you failed them.
This is the central tension of last mile delivery. Retailers have embraced third-party platforms to meet rising consumer expectations for speed and convenience, and for good reason.