ComplaintsforDoorDash

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order using a promotion code taking $15 off the order. This promotion code was for 3 orders, this being the 3rd order. You can see the previous 2 orders also have $15 off. Shortly ater placing the order, the merchant canceled it. Doordash support is unwilling to assist with a new promotion code or a credit of the $15. Per their policy, paragraph 12 section c, it's under their sole discretion on each case. They keep telling me I used the promotion code, no the order was canceled, so no it was not actually used. Again, I did not cancel the order, the merchant did. I just spent so much time in several chats and with the worst agent over the phone, ****. No where in their policies does it cover a canceled order with a promotion code. I understand $15 isn't a lot but it's principal to have the chats ended on me and have **** blow me off for something that could've been easily handled. I want the credit for the $15 plus additional credits for my time and hassle over something that could've easily have been handled.

  

  Business response

  07/17/2024

  Hello, 
  
  Thank you for contacting DoorDash BBB Support. Thank you 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.

  As a courtesy, we have issued $25.00 in DoorDash credits. These funds are available immediately and will be automatically applied to your next orders.
  
  If you have any additional questions or concerns, please reach out to DoorDash Support so we may assist you.
  
  Best,
  DoorDash BBB Support
  

  
  

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Wednesday, July 10, 2024, I purchased groceries through DoorDash from Real Canadian Superstore. One item I ordered, which was a loaf of French sliced bread, was out of stock, and I chose the refund option for that item beforehand if it was out of stock. The dasher who shopped/picked up my order ignored the refund option and proceeded to get a loaf of unsliced bread. When my order arrived, the loaf of unsliced bread was opened and, therefore, had to be garbaged. The price of this french bread is $1.35 a loaf. I contacted Doordash regarding this issue and requested a refund for the French bread loaf. I was told by the agent that I would be receiving a refund for $1.22, and I told the agent the item cost $1.35. The agent looked into it and said they were having issues with their system/computers and that I would receive the additional $0.13 once the system issue was resolved. All I got back was $1.22, and I never received the rest of the money back (thirteen cents). I contacted Doordash again today (July 15, 2024) and was told that they cannot issue any refunds for a past order older than 72 hours. Due to their system error, I did not receive my full refund, which is not my fault. I am filing a complaint against DoorDash regarding this matter.

  

  Business response

  07/17/2024

  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 $0.13. 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 DoorDash Support so we may assist you. 
  
  Best, 
  DoorDash BBB Support
  
  

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/14/24 at 9:05 PM CST, I received an alert from **************** stating that my credit card was charged $88.83. I looked at my DoorDash account and there was nothing on my account after I ordered soaring dragon using my ***** Attempted to reach out to customer service but was unable to get an explaination. I'm wanting the refund to my card and to be contacted regarding this issue

  

  Business response

  07/16/2024

  Hello,
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your experience was less than perfect. 
  
  We can confirm a resolution was already provided to you via case *********. Wherein it was detailed to you that the transaction was located and promptly refunded to you as of 7/14/24 for the full amount of $88.83. You should expect to receive this amount back to your original form of payment within 5-10 business days. 
  

  We genuinely regret any inconvenience this has caused and appreciate your patience while you have sought a resolution. Thank you for sharing your feedback about your delivery experience. If you have any further questions or concerns, please don't hesitate to reach out to DoorDash Support. 
  
  Best,
  DoorDash BBB Support
  

  
  

  Customer response

  07/16/2024

   
  Complaint: 21988933
  
  I am rejecting this response because:

  There has been no action taken against the account that used my credit card and I'm more than confident it will happen again. Not to mention 4 out of the 5 agents were less than helpful in this situation 
  
  Sincerely,
  
  *****************************

  

  Business response

  07/17/2024

  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 issues on your account.
  
  We understand that you had a disappointing experience using our service. We know how frustrating this can be. A response and refund has been promptly provided and steps have been taken to ensure this does not occur again. However, those specific steps will remain internal. 

  Your feedback is incredibly valuable, and we are committed to improving our support team's performance. 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,
  DoorDash BBB Support
  

  
  

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/14/2024 I placed an order for popeyes. Wait time was about 1hour. When the dasher *********************** was close to my address she went to another address and claimed she delivered the order, which she didn't. I called twice and sent several text but no response. I then contacted door dash but they did not have much to say only issuing a refund and didn't really seem to care their driver was a thief. I gave my money and waited for my food only for it to be stolen. Now I have to wait 3 to 5 days just to get a refund. This is unacceptable they offered zero compensation and this is their mess up

  

  Business response

  07/16/2024

  Hello, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect. In review of your order details, compensation was approved and issued promptly in the amount of $36.75. 

  This amount was first issued in the form of DoorDash credit for your convenience to place another order, then subsequently exchanged for a refund back to your original form of payment. We genuinely regret any inconvenience this has caused and appreciate your patience while you have sought a resolution. 

  This is not the level of service we strive to provide, and I apologize for the frustration it has caused. As a courtesy, we have issued $15.00 in DoorDash credits. These funds are available immediately and will be automatically applied to your next orders.
  
  If you have any additional questions or concerns, please reach out to DoorDash Support so we may assist you.
  
  Best, 
  DoorDash BBB Support
  

  
  

  Customer response

  07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Door dash delivery arrived and driver wasnt leaving then he left and returned I finally opened door to tell him to leave he hardly spoke English I was unable to understand he wanted me to fix his phone service kept saying he couldnt leave would return I offered back the food I gave him $20 cause I thought he was waiting for a tip I have talked with someone and explained I will not use this service again Im very concerned this person will keep returning which is a safety issue. Im not sure if you screen these people or if you even have any idea whos delivering but maybe you need a better system

  

  Business response

  07/16/2024

  Hi ******, 
  
  Thank you for reaching out to DoorDash BBB Support. We appreciate your feedback! 
  

  Our goal at DoorDash 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. 
  

  We genuinely appreciate hearing from our customers as it helps us to continually improve our services. We understand your concerns regarding the dasher who delivered your order. Please be assured that we have refunded $5.00 for the dasher tip to your account. ********************************, we have blocked this dasher from making any future deliveries to you to ensure your continued satisfaction with our service. DoorDash uses accredited third-party background check providers, including Checkr to run secure background checks on all prospective and existing Dashers. Background checks are initiated as part of the signup process, before allowing individuals to access the platform to accept offers as new Dashers. For the continued safety and security of all members of our community, background check reruns are performed under certain circumstances. This allows us to receive and evaluate potential new or updated criminal history records through real-time data sources. We want to emphasize that all our dashers undergo thorough screenings before joining our platform. This process includes background checks and other evaluations to maintain the safety and reliability of our services. Your experience is important to us, and we are committed to making sure you feel secure and satisfied with each delivery.

  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 DoorDash Support so we may assist you. 
  
  Best, 
  DoorDash BBB Support 
  

  Customer response

  07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I used DoorDash to order food. My dashers name was listed as *******, but a woman showed up with my food and her name was not *******. She also gave me my bag of food and half of the contents had already fallen out of the bag. I provided photos to DoorDash and my concerns. DoorDash employees *******, *******, and ****** all refused to address my concerns. I requested a refund, being that I had concerns over safety/health issues. They provided me a $5 credit and told me that couldnt help further. I had to plead with them to escalate my issue and it still fell on deaf ears. However, I did receive an email stating $23 in credits was provided to me. To my surprise, ****** stated to ignore the emailThis company is greedy and scamming its customers as well as underperforming.

  

  Business response

  07/16/2024

  Hello,
  
  Thank you for contacting DoorDash BBB Support. I am 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.
  

  Based on our system of record, a refund was a partial refund was previously issued back to your original form of payment. Based on the reported issues, we do believe this to be a satisfactory amount. You should expect to receive this amount back to your original form of payment within 5-10 business days. If after this timeframe has passed and you still have not received your funds back, you may reach out to our support team for further assistance. 

  However, we do believe that you are due further compensation that was previously offered via DoorDash credit. Additionally, as a courtesy, we have issued $23.00 in DoorDash credits. These funds are available immediately and will be automatically applied to your next orders.

  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.
  
  Best,
  DoorDash BBB Support
  

  
  

  Customer response

  07/16/2024

   
  Complaint: 21987263
  
  I am rejecting this response because: I was not offered the option for a refund to my original payment method. DoorDash is taking advantage of customers. The credit I was given was NOT applied to my next order. I do not wish to receive any credits because I absolutely do not intend to use this service after this abhorrent service 
  
  Sincerely,
  
  *****************************

  

  Business response

  07/17/2024

  Hello,
  
  Thank you for your response and for bringing these concerns to our attention. We understand that you had a disappointing experience using our service. We know how frustrating this can be.
  
  We recognize that you may be disappointed by this outcome, but we based our decision on a comprehensive analysis of all relevant factors, including the full details of the order, the details of your refund request, and your overall account history. Please rest assured that we'll continue to work to improve our process to ensure you'll have a great experience moving forward.
  
  If you have any further questions or concerns, please do not hesitate to reach out.
  
  Best regards,
  DoorDash BBB Support
  
  

  Customer response

  07/17/2024

   
  Complaint: 21987263
  
  I am rejecting this response because:

  DoorDash did not honor the credits that were supposed to be automatically applied. DoorDash proclaims to provide an automatic credit, but it will not and has not been applied to my order. I am requesting my full refund back to my original payment method. The merchant is making false claims and promises. As you can see, I have not been credited the $23 as promised in the last response. Nor were the previous credits applied to my next order, which I paid in full. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am writing to formally address an issue with a recent DoorDash order. I paid $14 for a meal from Honeygrow to be delivered to my specified address, **************. However, the delivery driver left the order at an incorrect location. The driver did not attempt to contact me, and my attempts to reach them via text were unsuccessful as the driver did not have a registered phone on Doordash (See text logs in attached files). Despite the situation and being a Priority DashPass member, DoorDash has refused to issue a refund for the order, which I never received. I have spoken to two separate customer service representatives, both of whom insisted that I must still pay for the undelivered meal. I am requesting a full refund for this order due to the failure to deliver it to the correct address and the lack of communication from the delivery driver (Who based on the message next to the incorrect dropoff location only spoke Spanish).

  

  Business response

  07/15/2024

  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 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

  Customer response

  07/15/2024

   
  Complaint: 21986452
  
  I will not by satisfied until I receive back my money back from the meal I never received. In addition to the asked for details I have attached the official receipt again for your records. I would appreciate it if you would also view the other materials I attached as they show the meal was dropped off at the wrong address and that the driver didn't communicate/didn't speak English or attempt to use a translator (I used ****** translate in one of messages to no avail/response) to communicate where he was leaving the food in the dropoff picture (In fact Doordash's automatic text responses implied he didn't even have a phone number registered on your network).

  Name of Merchant: Honeygrow

  Date of Order: 07/13/2024

  Total Charge: $14

  Email: *******************************

  Phone: **********

  
  Sincerely,
  
  ***************************

  

  Business response

  07/17/2024

  Hi Allie, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect. 
  
  It seem the incorrect address was entered for this order, and the Dasher did go to the address listed, along with attempting to contact while arriving. In the future, to avoid this happening again, we suggest reviewing your address and pin before placing theo ***** We have issued a refund of $14 for the confusion. 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. 
  
  To avoid any confusion, for future reference, here is our Consumer Terms of Service if you wish to review again the terms to which you agreed when signing up for your DoorDash account. 
  
  We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact DoorDash Support so we may assist you. 
  
  Best, 
  DoorDash BBB Support

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My dasher messaged me that he was stopping at a gas station even though I paid extra for express delivery. Then he gave me a Dollar Tree bag of ******************* with no receipt. I requested a full refund as there was nothing indicating the ******************* he gave me were from my order and I was concerned with what might have happened to it during the inappropriate stop.

  

  Business response

  07/15/2024

  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 DoorDash 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 regards to your escalation I would like to provide you with a quick update. A full refund for the full total amount has been processed. Expect this refund to be returned in the next 5 to 7 business days. In efforts to make things right I have added an additional $15 credit to your account that is immediately available and will automatically apply to your next order. 
  
  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 DoorDash Support so we may assist you. 
  
  Best, 
  
  DoorDash BBB Support 

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed a double dash order on 5/30/24 to ******* store and sonic ***** *** ***** i had ordered 2 sandwiches and two pops I didn't receive the 2 pops or tge BBQ sandwiches ,only half my order was delivered from.****** and they were very late my order frim sonic was 2 sonic blasts and by the time the driver did get to me the blasts was melted and warm and only half full , it looks like the dasher may have drank them I'm not sure. I have tried to get resolution but they say they can't do anything.

  

  Business response

  07/15/2024

  
  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
  
  

  Customer response

  07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer response

  07/16/2024

  The name ************; and Sonic 

  Date: 6 /30 2024

  Total charge : $54.61 and $16.94

  Order issue : Missing half the order from *******. There were 2 drinks and 2 sandwiches missing from order. And the order was very late . I also had Sonic blasts I ordered and by time my order got to me the drinks were melted and half full , looked like they had been drank. 

  My email used to place order 

  Is. :    ********************* 

  

  Business response

  07/17/2024

  Hi ******,
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your experience with our platform was less than perfect.
  
  As a one-time courtesy, we have issued a $27.01 refund for ******* General Stores and also issued $16.94 refund for your sonic order. These amounts are aligned with the details of your orders. 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 DoorDash Support so we may assist you.
  
  Best,
  DoorDash BBB Support

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 7/13/24 at 6:26am I received an email from DoorDash advising me that they noticed my recently delivery did not go as planned and they were sorry for my experience. They go on to say that I was being given $10 off my next 2 orders over $12. I went to go use it and now it keeps saying that my account is not eligible. I made sure the account was the one listed in the email ***************************** and I made sure my order was over $12. I then tried calling the support number listed, *************, and have been waiting for a customer service rep for over an hour and 20 minutes. What I thought was going to be a quick call was not. I want to know why I was given a promotion that now I am being told I cannot use it.

  

  Business response

  07/16/2024

  Hi ******,

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

  We understand you received an email regarding order issues that was not meant for you. Please disregard this as it was sent by mistake and was meant for users who recently experienced a specific issue with their order. We apologize for any inconvenience or confusion. No further compensation or promotions will be offered at this time.

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

  Best,
  DoorDash BBB Support

  
  

  
  

  Customer response

  07/16/2024

   
  Complaint: 21985192
  
  I am rejecting this response because: while you are giving an apology for the mistake but because it took so long for you to correct it that you need to do more than apology. Just an apology to me is dismissing this and not making people happy after their frustration.
  
  Sincerely,
  
  ***********************************

  

  Business response

  07/17/2024

  Hi ******, 
  
  Thank you for reaching out. 
  
  We understand that this isnt the resolution you were looking for. We do apologize for the inconvenience, and we want you to know we take these situations and your feedback seriously. We have reported this incident to the appropriate parties to avoid this type of issue in the future. 
  
  We appreciate your continued support and patience as we look into innovative ways to improve our service. 
  
  Best,
  DoorDash BBB Support
  
  

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

*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. ↩