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Business Profile

Delivery Service

Caviar

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Delivery Service.

Complaints

This profile includes complaints for Caviar's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Caviar has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Caviar

      1455 Market St Ste 600 San Francisco, CA 94103-1332

    • Caviar, Inc.

      1010 Wisconsin Ave NW Washington, DC 20007-3603

    • Caviar, Inc.

      1010 Wisconsin Ave NW Washington, DC 20007-3603

    Customer Complaints Summary

    • 26 total complaints in the last 3 years.
    • 26 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/12/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a paid subscription with Caviar (called Dashpass) that provides free delivery and a service fee discount on all orders. Several months ago, Caviar stopped providing me with these discounts despite the fact that my membership is valid through June 2023. I am in good standing and am considered a "loyal customer" because I order so frequently (to the point that I am a Gold member and have been provided with a 10% discount code for every order for the last several months). Their refusal to provide me with with free delivery and service fee discounts is a mistake on their part, however it is not one that I have been able to get corrected by any of their customer service support, who have consistently ignored my requests and given me the runaround. I have made multiple attempts to request a permanent solution via phone, email, and their live chat to no avail. Instead, I have been repeatedly charged for the above named fees and my only solution has been to request a refund after each order via their customer service chat, which has been a frustrating inconvenience for me, but something Caviar continued to accept until recently. My account has apparently been flagged, and Caviar is refusing to provide me with refunds for 4 of my recent orders. I have called, emailed, and attempted to resolve the error on my account; however, Caviar is refusing to find a permanent solution to the error on my account or provide the refunds I am owed. I do not want a refund for the food I have ordered, only the delivery fees and service fees which I have stated to them repeatedly. I would like your assistance receiving refunds for the fees that I have been incorrectly charged as Caviar refuses to stand by the policy of my paid membership.Note: Discounts listed on the attached receipts are due to the 10% Gold member discount I receive on every order. In addition, I received a $20 coupon, which is applied to 1 order. I did not receive any discounts or refunds for the fees I am owed.

      Business Response

      Date: 04/24/2025

      Hi *******, 

      Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect. 

      We issued compensation to your account in the amount of $25.99. This amount is aligned with the details of your order.s You should expect to receive this amount back to your original form of payment within 5-7 business days. 

      We thank you for taking the time to provide feedback about your delivery experiences. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you. 

      Best, 
      DoorDash BBB Support

    • Initial Complaint

      Date:01/25/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Caviar uses false and deceptive marketing to acquire customers. Caviar very clearly advertises and tells customers the following (using their language): "Your order is going directly to you. Some delivery apps do shared deliveries. We're not one of them." There is literally an image of this slogan throughout the app and on every order (as shown in my attached images). This is why I use Caviar and spend my money on the app. Unfortunately - it is a complete lie. Please see images attached (from nights only a couple days apart) where food is picked up by a courier, brought with them on multiple stops throughout the city, and eventually brought to me after 30+ minutes. Not only is this a health risk, it is also just a complete slap in the face to every customer who uses this service because of **********************'s promise that orders are going "directly to us." It's wrong, it is deceptive, and it's not acceptable.

      Business Response

      Date: 04/23/2025

      Hi *****, 

      Thank you for contacting DoorDash BBB Support. We are sorry to hear that your experience using our service was less than perfect. 

      We would be happy to look into this for you. We couldn't find the order(s) with the information provided. For each occurrence you are reaching out regarding, please provide the following: 

      Name of the merchant 
      The date of the order 
      The total charge 
      The order issues you experienced 
      The email address used to place the order 

      Please Note: We will need all of the above details to investigate the issue. 

      We appreciate your continued support and patience as we look into innovative ways to improve our service. 

      Best,
      DoorDash BBB Support

    • Initial Complaint

      Date:01/12/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had multiple issues where food is picked up and then the driver cancels, or food is marked as dropped off but it has not been (and the photo proof does not actually show the food). The most recent time was 1/12/23, where both situations occurred. The original driver picked up the food but showed no movement on the map; when I called to check in he said he was coming, then he cancelled the order. I reordered, the food was picked up, then marked as deliveredbut it wasnt actually delivered. I received a blurry photo of my house with no food in the pic. I called the driver until she picked up, she lied and said she left the food on a different stoop but would tell caviar that I wanted a new order. I walked around my entire neighborhoodno food. I messaged caviar support and they attempted once to get in touch with the driver but when she didnt pick up, they just refunded me and ended the chat. The precious time this happened, caviar refused to refund me until I had spent HOURS on the phone with them. This is a god awful business that lets its drivers get away with stealing food with no repercussions and makes no attempt at making things right with the customer. When its 5pm and I ordered lunch before noon, I need more than just a refund.

      Business Response

      Date: 04/25/2025

      Hi ****, 

      Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect. 

      Weve reviewed your recent activity and would like to clarify the compensation provided:

      A $30.59 DoorDash credit was issued for the canceled order with Las ****** Restaurant Latin Food.

      This credit was used to place a new order on the same day with the same merchant.

      A second $30.59 DoorDash credit was then issued for the issues experienced with that follow-up order.

      These additional credits were also used on a subsequent order. At this time, no further compensation will be provided.

      We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you. 

      Best, 
      DoorDash BBB Support


    • Initial Complaint

      Date:12/24/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 11/29/22 I ordered delivery from caviar as I have done several dozen times. As a person with disabilities I regularly have to rely on delivery services. With bad weather I especially needed to the driver to follow instructions and leave at MY door and/or call. Instead, what happened this night was my order was marked delivered but was absolutely nowhere to be found. I was unable to contact the driver and was getting a message to wait a few minutes in the app. Eventually a picture posted for the delivery order confirming it was left on a door at a building that looks absolutely NOTHING like my building. The ****** maps image for my address clearly shows my two building complex, a front door that doesn't look anything like my front door, and all mailboxes and/or buildings have clearly marked street numbers. Being unable to get a resolution I checked a couple neighbors and sure enough there was my food, on someone else's porch. This is not a safe situation to put your customer in. I went to the porch to get my food and walking down the uneven wet wooden stairs I fell and severally injured myself, fresh injuries and also negatively impacting the symptoms of my disabilities. I was left with numerous severe and large contusions, multiple still with swelling and bruising in the area - despite being proactive in helping them heal. I requested help through the Caviar app, which claims you will get a reply within a couple business days. I have still never had the company follow up. It is 2022 - using numerous sites, but especially ****** maps, shows exactly what the delivery address they are going to looks like and there is absolutely nothing similar looking about my building and where the delivery was left - the only reason I am injured is because Caviar failed to do their only job of getting food delivered to their customer.

      Business Response

      Date: 04/24/2025

      Hi, 

      Thank you for contacting DoorDash BBB Support. We are sorry to hear that your experience using our service was less than perfect. 

      We would be happy to look into this for you. We couldn't find the order with the information provided (Daytime Phone: **************
      E-mail: ***************************) please provide the following: 

      Name of the merchant 
      The date of the order 
      The total charge 
      The email address and phone used to place the order 

      Please Note: We will need all of the above details to investigate the issue. 

      We appreciate your continued support and patience as we look into innovative ways to improve our service. 

      Best,
      DoorDash BBB Support

    • Initial Complaint

      Date:12/14/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered delivery via Caviar on 12/7. Never delivered - delivery person drove around downtown ** (miles from my home) - then sent delivered with a blacked out photo. Caviar was contacted said they would respond in 24hrs - never responded/contacted. After my repeated calling I was finally able to get in touch with someone who informed me that their specialized team denied the refund. They could offer a credit. I rejected the credit because a refund is the ONLY acceptable option for a fraudulent delivery in the amount of $50.76. Currently using dispute process via PayPal. What a joke!!

      Business Response

      Date: 04/25/2025

      Hello, 

      Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect. In review it a dispute was filed against the referenced transaction. This dispute was won in favor of the consumer. No further compensation will be offered at this time.

      If you have any additional questions or concerns, please reach out to ******** Support so we may assist you.

      Best,
      DoorDash BBB Support

      Customer Answer

      Date: 04/25/2025

       
      Complaint: 18573777

      I am rejecting this response because:

      This response is from a complaint that I filed in 2022 (currently 2025). I no longer have any of the screenshots. I can however assure you that the driver was in downtown ** (I live on the other side of the city ~15 mins away) when the food was supposedly delivered to my home. I did provide screenshots at the time. I remember this incident because not being believed or having the situation addressed and paying for food I did not receive caused me to delete the app. Responding 3 years later is beyond ridiculous.

      Sincerely,

      ******* ****

      Business Response

      Date: 04/26/2025

      Hello,

      Thank you for your response and for bringing these concerns to our attention. I am deeply sorry for the poor customer service you experienced when trying to resolve the delivery options on your account. This is not the level of service we strive to provide, and I apologize for the frustration and inconvenience it caused.

      Your feedback is incredibly valuable, and we are committed to improving our support team's performance. We will be addressing these issues with our team to ensure they receive the necessary training to better assist our customers in the future. We appreciate your loyalty and your patience, and we regret that your recent experiences have been unsatisfactory.

      If you have any further questions or concerns, please do not hesitate to reach out.

      Best regards,
      DoorDash BBB Support

    • Initial Complaint

      Date:11/24/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 11/23/22 I ordered a meal through Caviar.I was provided with a driver "******" who picked up my order but never delivered it to my house. I never received any calls or texts from the driver saying they couldn't find my address or a picture of the delivered order. I called and texted the driver asked where my order is with no response. I also checked my neighbors houses to see if it was delivered to the incorrect house. I have filed a complaint with Caviar and called customer service and they have refused to refund me my order.

      Business Response

      Date: 04/24/2025

      Hi, 

      Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect. 

      We have issued a refund of $34.74 for your order. We apologize sincerely for the delay.  Due to differences in bank processing times, your refund timeline may vary. Pending charges will be removed from your statement or updated to reflect the final charge within three business days. Charges already processed will be refunded to your original payment method within five to seven business days. 

      We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you. 

      Best, 
      DoorDash BBB Support


    • Initial Complaint

      Date:11/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This Caviar is not truthful. They spam you with emails that have "30% off" codes, but when you go to use them, they never work. I called their customer svc last time and they sent me more 30% off emails. I tried to use the Caviar 30% off code 3 again today---it was invalid, again. I called customer svc yet again & they transfer you around & never fixed the issue or provided me with a working code. I spent ~30 mins dealing with them and feel like they just either a) have bad technical issues, or b) are giving codes that don't work to get you to go all the way thru making your order---hoping that when the code doesn't work at that last step, that you will just continue on and order. Nonetheless, they are wasting the public's time and have terrible, inefficient customer service reps that cannot help you with your issue---all they needed to do was give me a working code, but they refused. Maybe this will help others save time by not going thru this.

      Business Response

      Date: 04/25/2025

      Hi *****, 

      Thank you for contacting DoorDash BBB Support. We are sorry to hear that your experience with our platform was less than perfect. 

      We are sorry to hear about your experience using our service. Our goal at ******** is to provide a high-quality service every time. We want you to know that we have passed along your comments so we can improve in the future. 

      In efforts to make things right we have added a $20 credit to your Caviar account under email address ********************************. 

      We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you. 

      Best, 

      DoorDash BBB Support 

    • Initial Complaint

      Date:10/10/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Caviar, through its affiliate, Doordash, delivered me a food order from a ramen restaurant on October 8th, 2022 at 7:46 pm EST. The cost of the order was $103.63 plus a $10 tip for the delivery person, for a total of $113.63 that was charged to my credit card. When I opened the bags, I found that all of the containers (4 broths and 4 containers of food) had spilled out in the bags and the contents were all mixed together. Some of the people for whom this was ordered have food restrictions that would have made it impossible for them to risk consuming this food. Regardless, no one should have to eat food out of the bottom of a plastic delivery bag. I submitted a complaint to Caviar immediately, and was told that a refund could not be issued, but that someone would contact me within 24 hours. On October 10th, 2022, since no one from Caviar had contacted me as promised, I used the Caviar app at approximately 11:45 am EST to text chat with a customer service representative named ******. ****** told me that Caviar and ******** had just changed their refund policies and that my order was not eligible for a refund. She told me that I could request to speak to someone in a supervisor position who would call me back in approximately ************************************ the first time I filed a complaint, I have no expectation that I will be contacted this time. I would like a refund in the full amount of $113.63.

      Business Response

      Date: 04/24/2025

      Hi Philippe, 

      Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect. 

      We issued compensation to your account in the amount of $113.63. This amount is aligned with the details of your order. You should expect to receive this amount back to your original form of payment within 5-7 business days. 

      We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you. 

      Best, 

      DoorDash BBB Support

    • Initial Complaint

      Date:10/06/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered dinner from Caviar on 10/4/2022. In their delivery app I selected the option to hand the food directly to me as opposed to leaving it at the door. Nobody ever showed up to my address, sent a text, or called but the order was marked as delivered. I called customer support once and after about 20 minutes was suddenly disconnected without a resolution. I called back and they told me that I needed to speak with a fraud specialist who would call me as soon as the call ended, and the representative I spoke with would track to see if they called and if they didn't she would call me back by the end of the night. I didn't receive a call at all. I then submitted a complaint via their self reporting system and received an email that I would not be refunded due to the number of claims filed recently (they delivered a meal last week with a missing item, and the week prior to that the driver left one of two bags at the restaurant). However I have had many successful deliveries from them as well.It seems ridiculous to me that because they have made several recent errors they are refusing to refund me based on the number of refunds they've made recently to me.

      Business Response

      Date: 04/24/2025

      Hi ********, 

      Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect. 

      We issued compensation to your account in the amount of $34.87. This amount is aligned with the details of your order. You should expect to receive this amount back to your original form of payment within 5-7 business days. 

      We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you. 

      Best, 

      DoorDash BBB Support

    • Initial Complaint

      Date:10/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The caviar delivery service repeatedly provides blatantly false and misleading delivery times and does not have adequate messengers to deliver the food promptly. The customer service options also take doeznes of minutes, up to an hour, to speak to a representative. The entire process is false advertisement and misleading and over promise unde deliver.

      Business Response

      Date: 04/24/2025

      Hi ****, 

      Thank you for contacting DoorDash BBB Support. We are sorry to hear that your experience using our service was less than perfect. 

      We would be happy to look into this for you. We couldn't find the order(s) with the information provided. For each occurrence you are reaching out regarding, please provide the following: 

      Name of the merchant 
      The date of the order 
      The total charge 
      The order issues you experienced 
      The email address used to place the order 

      Please Note: We will need all of the above details to investigate the issue. 

      We appreciate your continued support and patience as we look into innovative ways to improve our service. 

      Best,
      DoorDash BBB Support

    Caviar is NOT a BBB Accredited Business.

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