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

14,614 total complaints in the last 3 years.
4,208 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:07/23/2022
Type:Billing 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.
Door dash DASHPASS keeps charging my bank account for a DASHPASS we do not have. We have contacted the company who states we dont have it and they continue to charge us. We have contacted our bank and marked it as fraud and put a stop charge. Yet they continue to charge us. We have not had a DASHPASS in over 9 months and we are continuously charged! We have even cancelled our accounts completely & we are still being charged! We have even gone as far as replacing the cards! We do not get this service and we are still being charged!
Business Response
Date: 07/24/2022
Hi *******,
Thanks for reaching out to DoorDash BBB Support. We understand the importance of resolving your concern and we will work quickly to help resolve this issue.

If you have an unauthorized charge(s) on your credit card associated with your DoorDash Account, please provide the following information, we will need to confirm this information to properly investigate:

The last 4 digits of the credit card used
Credit Card Billing Zip Code
Credit Card Expiration Date
Date of when the charges were posted
Exact amount of charges
Optional: Screenshots of the transaction(s)
Best,
DoorDash BBB Support
Customer Answer
Date: 07/24/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, below is the information requested:

last 4: 9270
date of expiration: 02/27
date of LAST charge (there are many previous) 7/23/22
Amount: 9.99

screenshot attached

Sincerely,

***************************************
Initial Complaint
Date:07/23/2022
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.
DasherDirect prepaid card locked for entering incorrect expiration date. Did not know reason transaction was declined until after card was locked for fraud protection, with no way to unlock card due to institution not offering 24 hour fraud support. Banks that cannot offer 24 hour fraud support have no business locking consumer cards for use by the consumer. Not being able to access funds poses a serious safety risk. I am currently stranded at a gas station with no way to put gas in my car because I have no way to access my funds due to company not having adequate support. Beyond not being able to access my money, the company is causing further monetary damage in the form of lost wages since I am unable to make deliveries to earn money since they cut off my access to my only funds and I am unable to put gas in my car as a result. Called support three times with no resolution; first CSR cold transferred me to closed ***** second CSR muted mic until I disconnected call, third CSR disconnected call with no notice that he was doing so. Absolutely terrible customer service and business practices.
Business Response
Date: 07/26/2022
Hello,
Thank you for reaching out to DoorDash BBB Support. Also thank you taking the time to bring this feedback to our attention. We appreciate hearing from you!

We are always trying to improve the dashing experience, so any insight, observation or experience about the Dasher app - or anything you encounter while dashing - is vital for us to know. We have noted your feedback for the relevant teams here at DoorDash. Please rest assured we review Dasher feedback regularly as we continue to improve the Dasher app and overall dashing experience.

We appreciate your continued support and patience as we look into innovative ways to improve our service.
Best,
DoorDash BBB Support
Customer Answer
Date: 07/26/2022

Complaint: 17615679

I am rejecting this response because:it does nothing to address the fact that I was stranded for several hours at a gas station because I had no access to my funds due to poor business practices, nor does it address the fact that I lost wages as a result of these practices.

Sincerely,

***************************
Business Response
Date: 07/28/2022
Hello,
We understand how these situations can cause frustration. Our goal at DoorDash is to provide a high-quality service every time, and we apologize for your poor experience.
At this time, we can not offer any additional compensation for this matter.
We thank you for bringing this to our attention and your understanding.
Best,
DoorDash BBB Support
Customer Answer
Date: 07/28/2022

Complaint: 17615679

I am rejecting this response because:it does nothing to resolve my issue which undoubtedly has been and will continue to have traumatic results for other consumers. Either the business needs to provide consumers with options to confirm or dispute suspected fraud to unlock their cards and access their funds 24/7/365, or just not lock consumer cards unless requested by the consumer.

Sincerely,

***************************
Business Response
Date: 08/04/2022
The cx has been confirmed as a credit and refund abuser where
we have denied compensation.
Initial Complaint
Date:07/23/2022
Type:Product 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 received an email about a promo code for 25% off but when I went to redeem said code, it told me it's not eligible on my account. This isn't the first time this has happened, almost every promo code I've been sent has been like this. I had a couple that worked about a year ago, and then everything since has been straight up false advertising. I used to be able to get customer service to retroactively give me store credit to make up for it not working but they are no longer able to do even that for me. I'm sick of being lied to.
Business Response
Date: 07/27/2022
Hi ****,
Thank you for contacting DoorDash BBB Support. We understand how frustrating this issue has been. We are showing you have a couple accounts. Can you confirm which email this promo code was sent to?
Best,
DoorDash BBB Support
Customer Answer
Date: 07/29/2022
Better Business Bureau:

I forgot that I had two accounts, this promo code was sent to the account tied to my yahoo mail and it did actually work correctly on that account. I rescind my former complaint.
Sincerely,

*********************
Initial Complaint
Date:07/23/2022
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.
Continually charge delivery fees when not supposed to. EVERYTUME I have to call and get it removed. Today this happened again like every order the del fee is ****
Business Response
Date: 07/26/2022
Hi *******,
Thank you for contacting DoorDash BBB Support. We understand how frustrating this situation has been. It appears you are on the *********Brand plan, but is checking out using a Chase Slate card. To get benefits for the Co-Brand plan, you will need to checkout using the card associated with your subscription.
Best,
DoorDash BBB Support
Customer Answer
Date: 07/27/2022

Complaint: 17615494

I am rejecting this response because:

which card I use to pay with is irrelevant
the dispute is over the delivery fees. And my card is a chase ** branded card
i have to call and **mplain every time they charge me it is a very lengthy process after multiple call to even get a response

Sincerely,

**********************************
Business Response
Date: 07/28/2022
Hi *******,
When placing your orders, the card linked to the *********Brand has to be used to receive the DashPass benefits of the waived delivery fees and discounted service fees. You can change your default card by following the steps provided below:
Go to the Account tab
Select Payment Cards
To add a card, click Add a Card in the upper right-hand corner of the app and provide the required information
To remove a card, swipe left on the card and click Delete
When you have finished updating your information, select the card you would like to use and click Use Card to save your changes
Clicking on an existing card will set that card as your default payment method

Best,
DoorDash BBB Support
Initial Complaint
Date:07/23/2022
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.
i worked for **** dash as a deliver driver and my card which they pay me on is pre paid debit card that does not allow me to over draft expcet the other night on july 7overdraftedme when there was a charge i didnt make on my ae ccopeople at door dash even admitted to me on the phone that the card doesnt allow for overdafting but yet my card was over drafted then when i got paid form them they took my money to pay back the charges i never made th it
Business Response
Date: 07/31/2022
Hello,
Thank you for reaching out to DoorDash BBB Support. We apologize for any poor experience you had while trying to have this matter resolved.
Merchants like Apply Pay can overwrite the overdraft policy for an account which allows the transaction to process instead of declining. At this time, there aren't any overdraft fees being processed to your account. However, We do understand the concern, and we want you to know we take these situations and your feedback seriously. We have reported this incident to the appropriate parties to understand this type of issue and make improvements for the future.
If you have any additional questions or concerns, please reach out to PayFare Support.
Best,
DoorDash BBB Support
Initial Complaint
Date:07/23/2022
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 07/21/2022 at almost 8pm PST I placed a DoorDash order for myself, my brother, and my nieces and nephew, the order was for ***** including tip. The delivery didn't take an absorbent amount of time to arrive and there were no overarching complications with the driver, but the food was beyond sub-par. Items were missing and what items were received were sub-standard quality. It took a couple days to reach out about the order to dispute and seek a refund. First attempt to reach out regarding the order was done via the app on 07/23/2022, I waited over an hour to be connected via messenger to a manager. I then restarted the app and tried to reconnect again. To no avail. The third time I tried through the app I was greeted with rudeness and disconnected from the **** I then called directly, was transferred and placed on hold multiple times all to get sent an e-mail regarding the issues and making a complaint. The last customer service representative although courteous to the best of his known abilities was no help whatsoever and made it very clear that the company thought there was suspicious activity regarding other complaints at other times on the account. All of which were different and mostly driver or small inconvenience related and wrapped up pretty quickly and efficiently.They used every word but "liar" when questioning about the order in question and the seeking of reimbursement, which is unprofessional and after years of using the service was a blatant smack in the face. I just am seeking simple compensation and a right of the error that has presented itself.
Business Response
Date: 07/24/2022
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 these orders. 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

Customer Answer
Date: 07/24/2022

Complaint: 17614993

I am rejecting this response because: While it has been repeated to me, and copied and pasted multiple times already. I will do it again here.

I have been given the blanket statement as follows: "After careful review, we have determined that we are unable to provide any further compensation for these orders. Based on our Terms of Service, DoorDash is not obligated to provide refunds or credits, but may ***** it on a case-by-case basis." More than has been necessary during this process of disputing the charges and simply trying to obtain a small refund, not even for the tip, as the dasher had nothing to do with the issue. Just flat 60 would have sufficed, or somewhere negotiable in that range.

I reviewed the Terms of Service, specifically the payment portion. Section 11 sub-section b. Where it states as follows: "(b) No Refunds. Charges paid by you for completed and delivered orders are final and non-refundable. DoorDash has no obligation to provide refunds or credits, but may ***** them, in each case in DoorDashs sole discretion."

"Completed and delivered" is the phrase I will section out for my argument for why I'm disputing this directly. The order was not complete so though the order itself was delivered, it was not complete to satisfaction and did warrant some compensation. This was said to the last representative in simpler terms to which he stated that the account had made other claims and was reimbursed and due to policy they couldn't issue a refund on the order.

The mere mention of other claims on the account goes against professional standards and customer care as the section quoted clearly states "in each case". The representative did everything but call me a liar and insisted that other claims made on the account were suspicious and due to policy they wouldn't be issuing a refund.This is defamation. The previous claims in question, weren't food related.They, to the best of my knowledge, were about driver issues. One was a driver that had told me herself she couldn't deliver the food to the door due to a disability which is a safety issue and the other was incompetency on the drivers' part. Before then there were other order food issues, but they were minor and easily compensated with little, to no issue, and no escalation of this degree.

Having to reach out to this degree is not something I do lightly, but if this scenario has happened to me, it will have definitely happened to others and I refuse to let it slide. A simple refund is all that is requested, as after this issue is completed I will no longer be a customer of the company in question. They have poor business practices and have shown little to no regard for keeping a standard of professionalism during this encounter.

I look forward to a response on the issue and further cooperation from the BBB on the matter.

Thank you,

***********************

Business Response
Date: 07/27/2022
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
Initial Complaint
Date:07/23/2022
Type:Product 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.
On July 21st, I ordered from ************************** for a total of $87.34. The restaurant never confirmed, so I cancelled the order. I was refunded $56.34 on 7/21 according to DoorDash but my bank has not received it and I was still charged $31.00 on my account on 7/21 and when I checked with Doordash support, I was told I could not get my money back and I had to accept credit. This is a ripoff. I should have received the FULL refund according to your policy. Beware this company.
Business Response
Date: 07/24/2022
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 in a refund for the amount of $31.00. 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.

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: 07/24/2022
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:07/23/2022
Type:Delivery 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.
My order number is b8c09f60. The order is totaling *****. I ordered Eddies place for breakfast and it was not delivered. I called the restaurant and they confirmed that no one came to pick the order up. Doordash would not refund me for my order because they claimed it was delivered but the tracker never updated to delivered, the tracker only said the restaurant confirmed the order. I do not have a doordash account but the order was checked out with doordash.All i want is a refund for my order.
Business Response
Date: 07/24/2022
Hi M,
Thank you for contacting DoorDash BBB Support. We sincerely apologize for the issue with your order and have processed $69.31 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: 07/24/2022
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,

M O
Initial Complaint
Date:07/23/2022
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.
My sandwich was undercooked from ChikfilA, so I contacted DoorDash. They refused to credit or refund me. They told me that theyre unable to help. Im looking for a refund. They still havent addressed the previous complaint that Ive filed through here, regarding Fusa Bowl.
Business Response
Date: 07/24/2022
Hi Alivia,
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 these orders. 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
Customer Answer
Date: 07/24/2022

Complaint: 17614777

I am rejecting this response because: I do not believe that I should be told that I cannot get a refund for nasty food. They need to do their jobs right, then I wouldnt have to complain. They getting paid for it, Im paying for it, tell them to get it done right or not at all.

Sincerely,

***********************
Business Response
Date: 07/27/2022
Hi Alivia,
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
Initial Complaint
Date:07/23/2022
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.
I never got my fries or drink from Wing Stop and my food arrived cold and burned. DoorDash refuses to credit or refund me. They told me that theyre unable to help. Im looking for a refund on the entire meal.
Business Response
Date: 07/24/2022
Hi,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect.

We can confirm that a refund was processed to your account for the amount of $16.83 on July 24, 2022. This amount is aligned with the details of your order. The pending DoorDash charge will be removed from the statement or updated to reflect the final charge within 3 business days, depending on the bank.

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

Best,

DoorDash BBB Support

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