Business Profile

Food Delivery

DoorDash

Headquarters

Complaints

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

Customer Complaints Summary

14,589 total complaints in the last 3 years.
4,178 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.

Initial Complaint
Date:12/01/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 opened my app to place an order for doordash on Nov 19,2022. It sent me a verification code at 4:47pm, I proceeded to follow directions on order to make verify that it was me and proceeded to place my order around 5pm only realizing it had a wrong address in Fl (I am in Md) that I used 5 years ago when I visited there. I cancelled the order immediately as you can see in the text messages.it literally was within the minute. The total came out to around $57 which included fees and an $11 tip. I spoke to a rep on the doordash platform and it was my understanding that they would refund me however I am unable to go back to that conversation. I have sent multiple emails and still no refund of $57.98. My husband and I order a lot from doordash and have no idea why they will not refund us. They went as far as even taking the tip for a service that was never provided to us. They are not responding to any emails sent and I dont feel its fair to be treated in such a way especially since we have used their services for many years and supported the company.
Business Response
Date: 12/05/2022
Hello,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery from Chipotle was less than perfect.

We issued a one time courtesy refund to your account for the amount of $57.98. This amount is aligned with the details of your order. You can expect to receive this amount back to your original form of payment within 5-7 business days to appear on your statement, but sometimes can take up to 10 days.

Keep in mind, this is DoorDash's processing time, however the processing time for your bank may differ. Please be aware that orders canceled

We thank you for taking the time to provide feedback about your delivery experience. If you have any additional questions or concerns, please reach out to DoorDash Support so we may assist you.
Best,
DoorDash BBB Support
Customer Answer
Date: 12/05/2022
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
Date:11/30/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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 from torchys tacos for delivery to my apartment where I have had 10 other successful deliveries this month alone, the DoorDash driver delivered my food to a different apartment, as shown in the photo provided by the DoorDash driver. My apartment is 306 the number on the door where the order was delivered is 303. I reached out to DoorDash for a redelivery or refund since I am unable to access the order that I paid for due to an error on DoorDashs behalf. DoorDash maintains that they have no obligation for a refund or redelivery for services paid for by me, even though they failed to deliver the service and that failure was due to a delivery on their side. I am seeking a refund of the total amount of the bill food plus tip. I have reached out multiple times and spoken to three or four different employees so far you maintain the same position.
Business Response
Date: 12/01/2022
Hi *******,
Thank you for contacting DoorDash BBB Support. We sincerely apologize for the issue with your order and have processed $26.88 back to your original payment method. We've also credited your account $5.00 for the inconvenience. These credits are available immediately and will automatically be applied towards your next order. Note: 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.
Best,
DoorDash BBB Support
Customer Answer
Date: 12/01/2022
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
Date:11/30/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 36 dollars worth of food from doordash and the driver delivered to the wrong address and they refuse to give me a refund I want my money back for food that was not delivered to me.
Business Response
Date: 12/02/2022
Hi ******,
Thank you for contacting DoorDash BBB Support.

We are sorry that you had a disappointing experience using our service.

After careful review, we have determined that we are unable to provide any further compensation for this order. Based on our Terms of Service, DoorDash is not obligated to provide refunds or credits, but may ***** it on a case-by-case basis.

Below I have included the link for our Terms of Service that goes into more detail on our refund policy.
https://help.doordash.com/consumers/s/terms-and-conditions-us?language=en_US

Thank you for your understanding.

Best,

DoorDash BBB Support
Initial Complaint
Date:11/30/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 transaction was through my Discover card. October 3, 2022. It was Chinese food from ************* in *******, ******. Delivered by Door Dash. Half of order was missing. Rest of order cold and greasy. I immediately contacted Door Dash customer service. They would not help me. Then called Dragon Palace they said that if part of order missing it was the delivery service's fault. Then I contacted Discovery credit card. They gave me temporary refund. Then Door Dash sent them documents saying they do not do refunds. Now I am charged again for $68.84. I deserve better service from Door Dash than this. Please Help. Thank You.
Business Response
Date: 12/01/2022
Hi ****,
Thank you for reaching out to DoorDash BBB Support. We really appreciate your patience as we worked through this.

We want to apologize, as we understand how frustrating this kind of experience can be. We will look further into this so that future instances can be avoided.

At this time, due to the details that have been reviewed along with the information we gathered in our system, we're currently unable to extend compensation. We still encourage you to report issues like this in the future so we can work to prevent these issues from happening.

Thank you, again, for reaching out and reporting this concern.

Best,

DoorDash BBB Support
Customer Answer
Date: 12/01/2022

Complaint: 18486610

I am rejecting this response because:I did report this issue to Door Dash twice. Part of order was missing and rest was cold greasy and inedible.

Sincerely,

*****************
Business Response
Date: 12/13/2022
Hi ****,
We understand that you had a disappointing experience using our service. We know how frustrating this can be. We review requests on a case-by-case basis and for this particular order we are unable to provide compensation due to DoorDashs policy.
Best,
DoorDash BBB Support
Customer Answer
Date: 12/13/2022

Complaint: 18486610

I am rejecting this response because:The order was not right and I need a refund.

Sincerely,

*****************
Initial Complaint
Date:11/30/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 November, 18th 2022 at 6:36 am EST, I placed an food order through the Chick-fil-A app for delivery. The total for the order was $30.62. DoorDash was supposed to deliver this order on behalf of Chick-fil-A. I never received notification that the order was delivered, however when I went to track the status of the order on the provided link; I saw it said the order was delivered at 7:08 am EST however the food was never delivered to my home. I reviewed my ring doorbell camera footage and no one delivered food to my home at the documented time. I immediately contacted the DoorDash customer service number provided ***************) and they told me that I would be contacted by a specialized team to handle my issue. I was never contacted by the specialized team and have contacted DoorDash numerous times since then to resolve this issue and receive a refund for my food order. Every time I call they say I will be contacted by a specialized team but no one contacts me. I have contacted them at least 7 different times regarding this order and they refuse to take any action. I have been robbed of my $30.62 as I never received the food but was charged for it.
Business Response
Date: 12/01/2022
Hi *******,
Thank you for reaching out to DoorDash BBB Support

We certainly understand your frustration in this situation. Unfortunately, in the case of this order, because it was purchased and made payable to Chick-Fil-A, a refund can only be processed from them. The Merchant will need to get in touch with us for any delivery fee compensation which would be forwarded to you should the claim go through.
We strongly suggest in the future ordering directly through our website/app. If the payment is made payable to DoorDash we can certainly assist directly with these types of concerns.

I hope this information was helpful.

Best,
DoorDash BBB Support
Initial Complaint
Date:11/30/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 Sunday, 11/27/2022, I *********************, delivered a food order to a customer. After marking the order as delivered, I heard a dog growling and barking behind my back. As I turned around, I saw the customer's dog vicious staring at me without a leash on. As I attempted to calmly walk past the dog, the dog jumped up and bit my left arm-leaving teeth marks through my jacket and onto my arm. The customer eventually came out, and I asked whose dog it was, she admitted that it was hers and let the dog in the house. I stated to her that her dog bit me, and she asked if I was ok, and then proceeded to say, "he has never done that before". I immediately contacted Doordash to report the incident, and was told that someone would contact me within 49 hours. No one from DoorDash ever contacted me; instead, someone from DoorDash closed my complaint. I continously asked DoorDash to contact the customer to explain to them that they would be rescheduled for any medical bills, and I also asked for the customer's information, but they refused to do both. I had to seek medical care at my own expense since no one contacted me after I filed a claim with DoorDash *************** department. I called DoorDash multiple times, while continuing to get a robotic response of someone will contact me. This has been going on since the incident. DoorDash has been negligent in not following up on my incident and not providing me or the customer with details to be able to contact one another. They made no effort to resolve the issue and cared nothing about my safety. I was even told by customer support that they don't keep customer records on file, and that they no longer have the customer's info-which is not true since they sent me an email stating that they have removed/blocked the customer from further deliveries for me specifically. DoorDash is giving me the run around and has no intentions of helping me.
Business Response
Date: 12/07/2022
Hello,

Thank you for reaching out to DoorDash. I sincerely apologize for your experience. At this time, we have created a new case for you, and our Insurance team is looking into the issue. Your case reference number is *********. We apologize for any inconvenience this may cause.

We thank you for taking the time to provide feedback about your experience. If you have any additional questions or concerns, please reach out to DoorDash Support so we may assist you.

Best,

DoorDash BBB Support
Customer Answer
Date: 12/15/2022
I read the response by DoorDash and was not pleased with their resolution. As a part of their efforts to "fix" the issue, they have now deactivated my account for so called violating a policy. It is my belief that this was done out of retaliation for complaining.

Paying a medical bill for the dog bite isn't enough. I have requested that DoorDash inform the customer of the incident and to provide their information to either myself, their third party insurance and or my attorney. DoorDash has refused to do either. I also requested to DoorDash to provide the customer with my information so that they could contact me on the same day that I was bitten by their dog. They refused that as well; instead, they blocked the customer from future deliveries from me, and closed my complaint w/o my knowledge. I want what I requested from DoorDash, and not to keep getting the runaround.

Thank you, Habakkuk ******
Business Response
Date: 12/19/2022
Hello,

Thank you for reaching out to DoorDash. I sincerely apologize for your experience. At this time, we have created a new case for you, and our Insurance team is looking into the issue. Your case reference number is *********. We apologize for any inconvenience this may cause.

We thank you for taking the time to provide feedback about your experience. If you have any additional questions or concerns, please reach out to DoorDash Support so we may assist you.

Best,

DoorDash BBB Support
Customer Answer
Date: 12/21/2022

Complaint: 18486269

I am rejecting this response because: *********** "Doordash" is continuing to reply with the same response in regards to referring my dog bite incident to their insurance claim. Doordash will not open another case regarding this matter because they have already covered it up and swept it under the rug by blocking the customer from future deliveries from me at the time and then marking my case as resolved. Doordash is either ignoring the complaint and refusing to respond with the customer's information whose dog bit me, or they are protecting the customer so that they can continue to make money off of them, while my safety was not a concern. Their response is redundant and unacceptable. I will not be satisfied with this company's response until they reach out to the customer ****** O and her parents to provide them with my personal contact information or for them to provide me or my attorney with the customer's contact information. Paying for my medical bills through their third party insurance is not enough. This incident has traumatized me emotionally and mentally. I am now afraid of dogs and now have anxiety issues because of the dog bite. The owner of the dog needs to pay for my emotional distress. Doordash claims that their drivers are a concern, but they refused to reach out to the customer on the day of the incident-which I requested. I was too traumatized to think to get the customer's contact information on my own, and the customer's delivery information was no longer in my phone after I delivered the order. I am no longer a delivery driver for Doordash because they deactivated my account after the complaint. Again, Doordash needs to provide/relaease the customer's information. It is no longer a confidentiality issue when someone has been harmed while performing a job with their company.

Sincerely,

Habakkuk ******
Business Response
Date: 12/22/2022
Hello,

We understand that these types of situations can be frustrating and concerning. We can confirm a resolution was already provided to you on Nov 29th, 2022 from our claims department.

At this time, we are unable to provide you the information you are requesting due to our privacy policy.

If you choose to file a police report because we are unable to complete your request for information, please know that DoorDash will cooperate fully and provide the best information possible. Authorized law enforcement using an official government domain may send requests to ******************************* or visit doordash.com/lert.

Best,

DoorDash BBB Support
Customer Answer
Date: 12/23/2022

Complaint: 18486269

I am rejecting this response because: A resolution was not provided for me inthis matter. Offering to file a claim to pay medical bills due to an incident that occurred while delivering for your company to a Doordash customer is not a reasonable solution. As a company, Doordash should have taken reasonable and fair measures to accommodate its deliverers which should include, but is not limited to:1.) Contacting their customers when a deliverer has been harmed while working for them 2.) Ensuring that a customer has been held responsible for any and all damages that *** have occurred during the delivery 3. ) Ensuring that the deliverer of Doordash is satisfied with the outcome of their efforts to resolve the issue. None of these has been done by Doordash. I have spoken to Doordash on multiple occassions regarding this issue, and have stated to them that I was not happy with the outcome and their refusal to provide the customer's information. Idid not want to go against any policies regarding obtaining the customer's information on my own once I was bitten because I did not want to lose my job during the holidays; albeit, Doordash conveniently discovered a way to deactivate my account shortly after they received my complaint from the BBB. Additionally, I am not able to file a police report because I do not have the customer's information-which ********************** has refused to provide to me. I do not have the customer's full name, address or phone number to be able to file a police report. Again, Doordash is protecting the customer in order to contiue to gain more funds from them as opposed to caring about the safety of their deliverers. The customer's information is a key factor in being able to file a police report. Doordash are the only ones with this information. This complaint will not be resolved without Doordash providing the customer's information-since their dog inflicted physical, mental and emotional harm on me while I was working for Doordash. Doordash has yet to contact that customer regarding this matter.

Sincerely,

Habakkuk ******
Business Response
Date: 01/05/2023
We can confirm a resolution was already provided to you on Nov 29th, 2022 from our claims department. At this time, we are unable to provide the Cx information you are requesting due to our privacy policy.
Initial Complaint
Date:11/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
********* ******************** nuked my food to the point that it was stuck to the box and extremely hard.this happened via a DoorDash order and because we have so many issues out of restaurants on their platform they often have to refund us for something. But if they punish these ppl instead of the customers maybe things would get better they punish us because were the ones paying the drivers and paying **** a month. They need to be shut down this is maddening like they allow the restaurants to stay but take our money hand over fist its so wrong on so many levels. They dont care how they serve food at this ********* and Doordash dont mind delivery the mystery bags.its always an issue with this ********* and Chik Fila near me always
Business Response
Date: 12/01/2022
Hi ******,
Thank you for contacting DoorDash BBB Support. We sincerely apologize for your experience using our service. We would be happy to look into this for you. We couldn't find the order with the information provided. May we know the date of the order, the total charge, and the issues with the order(s)?

We will need those details to investigate the issue.
Best,
DoorDash BBB Support

Customer Answer
Date: 12/01/2022
Better Business Bureau:

Im not sure Im responding in the correct area but I have attached some of the orders from two of the establishments that we always experience these issues from, I dont think its at all fair you cut the customer off from compensation but allow the restaurant to stay and continue to serve less than ********. Im not accepting that you all have given my household too many credit ls there is 5 people in my family and we all use our hai account as much as we order the credits youve given dont measure besides tow of your drivers stole my food and you all did nothing. I was sooo against paying that $10 for delivery for Panera but I had Covid and wanted soup needles to save a $60 order was stolen and thats when I first learned you all werent wishing to compensate us for some of the garbage you deliver from some of these places. Its immeasurable that you think the customer who patronize not only ********************** but these restaurants then we have to tip in the app before your driver comes and sometimes they dont.this is the worst and I swear form this point on its Uber eats until I have to come here and complain about them. I would like to be compensated for what was taken from me and as well the orders that were less than par and this was not the only one you guys have just been giving us nothing but the blues when we complain unless youre ordering from these places you have no right to say the ******* are t warranted. Need to build a fund to make the states repay you all this isnt the customers fault.

Sincerely,

************************;
Business Response
Date: 12/02/2022
Hi ******,
We understand how frustrating this matter has been and the urgency to have this resolved. Without the requested information, we are unable to investigate to resolved.
Best,
DoorDash BBB Support
Initial Complaint
Date:11/30/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
We used Caviar to place an order for our ************ night this past Friday, November 25. We ordered from one of our favorite restaurants, Sopranos. The order was due to arrive at 6pm, but the order never arrived so at 6:30pm I got on a chat with Caviar/DoorDash. They told me to contact the restaurant, so I called Sopranos and from their outgoing message, discovered that they had a power outage that morning and hadnt been open all day. I then went to notify Caviar that the restaurant never received my order because they were closed, but I noticed that the Caviar app had updated to show that my order had been delivered. I got back onto chat, just wanting to make sure that they didnt charge me for a meal that was never made and never delivered. They charged me for the meal that never arrived, even though I explained the situation to them. Three chats later (one in which the chat rep closed the chat on me), they opened up an escalation but were not able to issue a refund. They said to wait for an email to arrive within 24 hours for resolution. An email arrived, but did not give any resolution. Seven Caviar chats and several calls with the restaurant owner later, still no resolution. Both the customer (me) and the merchant (Sopranos owner) had called DoorDash several times, telling them the situation (restaurant was closed, no order was ever made or delivered) and asking them to issue a refund. No, they said they needed to investigate the issue and would get back to us with their finding. Thinking that because both the customer and merchant were telling them that no matter rider was made or delivered, they would then issue a refund. Nope! Last evening, I received an email from DoorDash stating that they are unable to provide compensation due to DoorDashs policy. No details on the policy. So they charged us in error, and now will not refund our money. Terrible service, and they essentially stole $85.48 from us. Please review their business policies as they are scamming their customers.
Business Response
Date: 12/01/2022
Hi *******,
Thank you for contacting DoorDash BBB Support We sincerely apologize for the issue with your order and have processed $85.48 back to your original payment method. We've also credited your account $40.00 for the inconvenience. These credits are available immediately and will automatically be applied towards your next order. Note: 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.
Best,
DoorDash BBB Support
Initial Complaint
Date:11/30/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 received an order from Door Dash on 11/30/22 where the drink had been spilled over all of the food, making it inedible. The total for the order was $30.44 and they only refunded $19.74, stating their "system would not allow them to refund the tax or tip." Businesses who fail to deliver what was paid for should be required to provide a complete refund. How much money is Door Dash withholding from customers who do not get what they ordered and they only provide a partial refund? This is unacceptable and needs to be changed.
Business Response
Date: 12/01/2022
Hi *********,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect.

We issued the remaining balance of $10.70 back to your original form of payment within 5-7 business days to appear on your statement, but sometimes can take up to 10 days.

Keep in mind, this is DoorDash's processing time, however the processing time for your bank may differ.

We thank you for taking the time to provide feedback about your delivery experience. If you have any additional questions or concerns, please reach out to DoorDash Support so we may assist you.
Best,
DoorDash BBB Support
Initial Complaint
Date:11/30/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Food order was never delivered and door dash refused to issue a refund or credit
Business Response
Date: 12/01/2022
Hi *****,
Thank you for contacting DoorDash BBB Support We sincerely apologize for the issue with your order and have processed $18.47 back to your original payment method. We've also credited your account $5.00 for the inconvenience. These credits are available immediately and will automatically be applied towards your next order. Note: 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.
Best,
DoorDash BBB Support

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