ComplaintsforDoorDash

• Initial Complaint

  08/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two separate meals from the Door Dash App and my first meal was delivered to the wrong address and their driver didn't respond when contacted and they didn't have my meal re sent, and instead just refunded what I had spent. Then, the second meal arrives and it is wrong. I addressed the issue in the chat option of the app and the employee tells me I have already been compensated today (that of which was for a COMPLETELY different order) and that she can't help me. Mind you, I was requesting my meal be re-sent. Then I ask to speak to the manager, she starts demanding I send her photos, and claiming that my meal was made correctly because all she could read was one ingredient. So I sent her a photo of my food and the receipt. She still says she can't help and forwards it to a different team. They just emailed me stating they have already compensated me today (they refunded my other order because it literally never arrived!) and that they weren't going to do anything further!

  

  Business response

  08/25/2021

  Thank you for contacting DoorDash.
  
  We are sorry that you had a disappointing experience using our service. Unfortunately, we are unable to approve your request because your account details do not meet our requirements for compensation.
  
  

  Customer response

  08/25/2021

   
  Complaint: 15796686
  
  I am rejecting this response because: ************ is allowing businesses to provide low standard and sub par service and is not holding up their end of the bargain which is to fix issues that occur. ************ is scaring individuals and allowing businesses, as well as their own employees (most of which are outsourced from out of the country) to steal their money, their time, and their food. The claim that they cannot provide me with a refund for a restaurant they work with not providing the food I ordered, because a previous order their driver dropped it off at the wrong address and they feel as though they compensated me for food that NEVER ARRIVED?They refunded me for food that never arrived, that isn't being compensated, that is you doing your job! This needs to be rectified immediately.
  
  Sincerely,
  
  *************************

  

  Business response

  08/27/2021

  Hi *******, I am sorry that you had a disappointing experience using our service. I know how frustrating this can be. We review requests on a case-by-case basis and for this particular order I am unable to provide compensation due to DoorDashs policy.
  

  Customer response

  08/29/2021

   
  Complaint: 15796686
  
  I am rejecting this response because:they are still refusing to provide feedback or assistance even though their company is taking advantage of it's patrons and providing low grade service. I will be taking this up higher if need be.
  
  Sincerely,
  
  *************************

  

  Business response

  09/02/2021

  Hi *******, I am sorry to hear about your experience using our service. Upon checking the orders placed on 8/24, I found out that we processed a refund in the amount of $24.91 back to the original payment method. And also, we processed $20 in DoorDash credit for the inconveniences. If you have any additional questions or concerns, please reach out to DoorDash Support so we may assist you.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We used doordash on a family vacation last week in *********, **. We ordered three milkshakes and some food items. The ****************************, called to say the machine was down and we would need to work out a refund with doordash. We attempted to do so within 24 hours and were told we could not be compensated for the missing items. We went on with our vacation, where there was no cell service or internet. Upon returning from our vacation I contacted them again regarding the issue since I was back in service. I was told that unless I tried to resolve the issue within 24 hours they can do nothing to help me, I DID TRY!! Their app is awful and their customer service is even worse! I only want the money back for the items that were not received! Sounds fair to me

  

  Business response

  08/25/2021

  Thank you for reaching out to Doordash Support. I'm sorry for the order issue.

  As a courtesy, I have refunded the missing items. 

  You should expect to see that refund within 5-7 business days. 

  For future reference, please contact DoorDash by phone or chat within three days for compensation and so that a reference number of your contact can be created. 

   

• Initial Complaint

  08/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  DoorDash Gift Card Purchasers name: ************************* Purchasers email address: ********************** Recipients name: The Sentous Family Recipients email address / Phone Number: ************* Order Number: Order # ****-9418-3434-4167 Amount $300 Emailed to myself Date of transaction:4/30/2021 Original case # ********* with *****/Doordash Purchased an online gift card to gift to a family. The family went to use it and it said the card was already redeemed. After back and forth with Doordash for months they said it was stolen and used by someone else from their system. They never replaced the money. I'm out the gift card for my friend because their system was hacked. Seems unfair. One response of many from Doordash:Unfortunately we are unable to reactivate the deactivated account ********************* and at this point, will have to use another account as a resolution.I don't know who Kiele.Liu is and assume is the one that stole the gift card number.

  

  Business response

  08/25/2021

  Hi

  Thank you for reaching out to DoorDash. 

  After further research, it was found that DoorDash support requested additional information to resolve your case. 

  Please contact DoorDash support using reference number 196990525. 

  Thank you. 

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday August 8 2021 I placed two door dash orders. Both orders were delivered close together but the order that I have placed a incident report on because the driver hit my vehicle backing out of my drive way was the ******** order by the driver Ebony in a white suv truck i believe a Cherokee truck. I contacted Door Dash on August 9th in the morning after seeing the damage she did. I have video and a witness to this event. Doordash stated they escalated my case " Urgent" for the legal team to call me back for more details and no one has contacted me. I emailed the company email daily and called to be told they cannot assist and a legal team will call me. I gave my availability as anytime and haven't received a call or response to my emails until today after sending them a email about no contact on the issue. Door dash responded with your case has been closed because we haven't heard from you in 3 days which is a lie. No one has handled my case or compensated for damage.

  

  Business response

  08/25/2021

  Hi,
  I sincerely apologize for your experience using our service. Thank you for reporting this.
  Please submit an email to *********************************** if you need details on an existing claim or would like to file a new claim.
  Our insurance team will contact you as soon as possible.

  Customer response

  08/27/2021

   
  Complaint: 15795493
  
  I am rejecting this response because: Complaint: 15795493
  

  This does not provide me resolution for my vehicles damage or the employees that haven't handled my case correctly, even stated by your employees in DoorDash chat transcripts. My vehicle was damaged on 8/8 and its 8/27 and I have no information or a official report because when contacting your company I'm told only the legal team can assist and wait for a call for them to call me. No number is provided and no actual time frame for the call. All estimated time frames have been exceeded and still I have no other details, further steps, an insurance adjuster/ claim number or my vehicle fixed. I am requesting someone from corporate and claims contact me so that I can express my dissatisfaction with how this case has been handled, in addition to your company closing out my original case after I emailed daily for a callback from legal. Your company stated no contact form me within 3 days which was a lie and my car still was damaged by your driver. I have witness and video of that night.  I need action to be done with your claims department which I've never been provided the email till this response, I also would like a direct contact number for the claims department. I contacted your listed email and still nothing has happened. 
  
  Sincerely,
  
  *************************
  
  

  

  Business response

  09/01/2021

  Hi Ebony, I am sorry to hear about your experience using our service. Our goal at DoorDash is to provide a high-quality service every time, and I am sorry we let you down. I want you to know that I have passed along your comments so we can improve in the future. In order to receive the compensation for the incident, please fill the information in this form https://doordash.formstack.com/forms/doordashautoclaims to request for an insurance claim. We sincerely apologize for the inconveniences. 
  
  
  
  

• Initial Complaint

  08/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered from doordash I received undercooked foodn I sent the pics to them of the uncooked chicken. They brushed it off as it wasn't important. They refused my refund and never applied any credits for compensation and the hassle. On top of that I am 8 months pregant with twins. There's no way I could ever imagine I'd taste that nasty uncooked food. DoorDash did not take one time out to care.

  

  Business response

  08/25/2021

  Thank you for contacting DoorDash.
  
  We are sorry that you had a disappointing experience using our service.

  Unfortunately, we are unable to approve your request because your account details do not meet our requirements for compensation.
  

  
  

  Customer response

  08/25/2021

   
  Complaint: 15795336
  
  I am rejecting this response because YOU CAN NOT EXPECT SOMEONE TO RECEIVEUNDERCOOKEDFOOD TO NOT REPORT AND EXPECT A FULL REFUN THATSA LAWSUIT DOORDASH WILL GIVE ME MY MONEY:
  
  Sincerely,
  
  Mrs J

  

  Business response

  08/27/2021

  Hi Mrs J, I am sorry that you had a disappointing experience using our service. I know how frustrating this can be. We review requests on a case-by-case basis and for this particular order I am unable to provide compensation due to DoorDashs policy.
  

  Customer response

  08/27/2021

   
  Complaint: 15795336
  
  I am rejecting this response because food was undercooked ive provided pics I want my refund
  
  Sincerely,
  
  Mrs J

• Initial Complaint

  08/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  date of transaction was august 23, 2021 amount paid was $24.38 doordash does not have a way for customers to contact them doordash charged my bank account after i canceled my order

  

  Business response

  08/25/2021

  Thank you for reaching out to DoorDash. 

  Your order has been refunded $24.38. You can expect to see this refund back to its original form of payment in 5-7 business days. 

  If you have any additional concerns, please reach out to DoorDash support. 

   

• Initial Complaint

  08/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Doordash deactivated my account because of an 'internal error'.I tested positive for COVID and was instructed to quarantine. I needed this service to get groceries/food.I called their customer support multiple times. They transfer me to their escalation team. Their escalation team tells me they can't don ******** on their end and someone from internal review will get back to me in 24 to 48 hours. This has been going on since Thursday Aug 19th. Today is Tuesday Aug 24th and I still can't use my account to get groceries/food.During this process I've been put on hold for up to an hour (not kidding). I got an email saying that this issue was an accident on their part and that my account has been re-activated. I tried using the service and still found my account to be deactivated.From a consumer standpoint, I have covid, I don't have any family or friends in this new city, and the service which offers to deliver me food has 'accidentally' deactivated my account due to an 'error'.

  

  Business response

  08/27/2021

  Hi ******, I sincerely apologize for your experience using our service. Please reach out to our Safety Team by emailing to ************************************. They will be happy to assist you. 

• Initial Complaint

  08/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ******* Pizza - order #********* $34.52 I never received the order. Dorrdash says they knocked but I was sitting right by our front door. Doordash has my wife's phone # so I couldn't even contact the dasher. ******* blames doordash and will not issue a refund or replacement for the pizzza order I did not get.

  

  Business response

  08/27/2021

  Hi ******, I sincerely apologize for your experience using our service. May I know the details of the issue? May I know if the order was placed directly from the merchant or DoorDash website/app? If you placed from DoorDash, may I know the date of the order, and your email address of the account? I will need those details to investigate the issue.
  
  

• Initial Complaint

  08/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  HI there, We order meals several times weekly to provide for our family, help small business owners, and while I travel between two cities on a regular basis. At any rate, errors do occur, particularly when ordering in in ********, **. Many times we make the best of it; however, when things do go terribly awful we reach out to DoorDash support. Fast forward to August 23, 2021. We placed a group order for nearly $100. When we received our delivery, it was nothing we had ordered, clearly a mix up. We ordered two $40 dishes and in turn received one completely alternate order. No biggie, thought we could reach out and get assistance through Doordash. Unfortuntately, the restaurant had to refer us to the third party being Doordash to help resolve the issue. I spent many conversations and hours attempting to remedy the problem only to be told, "Yes, we are here to help, we're going to solve this." To then being told, "Sorry, my system won't allow me to credit your account and

  

  Business response

  08/26/2021

  Hi ******, We sincerely apologize for the experience you had while using our service. Unfortunately, we are unable to approve your request due to the amount of previous compensations on your account(s).
  
  

  Customer response

  08/26/2021

   
  Complaint: 15793844
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a transfer from my Dasher Direct account in the amount of $68.05 and the money never deposited. It was sent to the wrong account, which is an account that is non existent per ************ *********** said Dasher Direct needs to do a reversal and give me back my money, but Dasher Direct refuses. Not only do they refuse to help, but they even hang up on me stating there is nothing else that they can do for me. I made a complaint with the ************************ in DC. I have multiple emails stating that they have escalated my case and that an investigation is being done, but this has been over two months ago, and this is not then only problem that I have had with them.

  

  Business response

  08/25/2021

  Hello ********, 

  Regarding your complaint, we have gone through the payment records made to your account and we are unable to find the dollar amount in question. In order to investigate further, would you please provide a screenshot of the missing dollar amount and the fraud account that the payment was associated with. When these items are provided we certainly would better be able to assist you in this claim. 

   

  Regards, 

  DoorDash Support Team  

*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. ↩