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

14,549 total complaints in the last 3 years.
4,120 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:03/09/2024
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 March 8, 2024, I ordered a meal to be delivered by DoorDash. Another customer's order arrived. When I requested a refund, it was declined with very little review by DoorDash. I then called the restaurant and the restaurant called DoorDash and confirmed that my order was not delivered to me (order was still sitting in the restaurant). I then called DoorDash and was still unable to get a refund. I was directed to another number and filed an appeal. The restaurant called DoorDash again to confirm I did not receive my order. DoorDash then did not refund me in the my original form of payment and instead issued me a credit which should not be the default way of "refunding." I do not think this is an ethical business practice.
Business Response
Date: 03/13/2024
Hi *****,

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

We have issued a refund in the amount of $69.44. This amount is aligned with the details of your order.

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 Answer
Date: 03/13/2024

Complaint: 21408774

I am rejecting this response because:
I am inquiring as to why the refund was issued as a credit initially rather than to the original form of payment. If this is a systematic issue, I think this is not an ethical business practice.
Thank you.

Sincerely,

*******************
Business Response
Date: 03/18/2024
Hi *****,

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

We have issued a refund in the amount of $69.44. This amount is aligned with the details of your order.

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 Answer
Date: 03/23/2024

Complaint: 21408774

I am rejecting this response because: I do not think a credit should be issued as a refund rather than to the original form of payment at a large corporation like DoorDash as a matter of policy. I will accept a resolution that assures me that in the future, DoorDash will not issue credits rather than refunds to the original form of payment to its customers.
Thank you very much.

Sincerely,

*******************
Business Response
Date: 03/27/2024
We have issued a refund in the amount of $69.44. This amount is aligned with the details of your order. 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.
Initial Complaint
Date:03/09/2024
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.
March 9th @ 4am At 2.20 I placed an order on the DoorDash app. After having the Dasher deliver incorrect product I proceeded to contact DoorDash. In a nutshell Ive been on the phone since 3 about an order they refuse to refund. Due to me having exceeded the refund quota I believe all due to merchant And or Dasher error. Ive. Been on the phone with 3 supervisors that 2 lied and said I would be getting my refund whilst the last one straight up denied my request and my concerns. After asking him for a refund and being told no and that I will NOT be receiving one anymore to my account I decided to close my account. How did this man close my account in 2 mins whilst on the phone due to HIS frustration . But refused to gimme my money back for something I have not received. Ive tired of this company scamming people out of their money when they are at the lowest. This ***** and they need to be SHUT DOWN
Business Response
Date: 03/13/2024
Hi *****,

Thank you for contacting DoorDash BBB Support. 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.

While we could not fulfill your request this time, please rest assured that we'll continue to work to improve our process to ensure you'll have a great experience moving forward.

We thank you for your understanding.

Best,
DoorDash BBB Support
Initial Complaint
Date:03/09/2024
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.
Every 4 out of 5 of my DoorDash orders are incorrect or missing entirely. The most recent order had all three items incorrect. When I contacted them I was refused reimbursement. When I initiated a chat the agent refused to explain why and then disconnected. A second chat yielded the same results. DoorDash should not be allowed to represent restaurants that provide subpar service and then be immune to issues regarding said service. And DoorDash should not be allowed to say they provide customer service if their agents are going to hang up whenever a problem arises.
Business Response
Date: 03/12/2024
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
Initial Complaint
Date:03/08/2024
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.
Been fighting with them for almost a year! May 30th, 2023 to be exact. Absolutely horrible experience. Family member was care flighted to the emergency room due to an head on collision. We were all at the hospital and wanted food. But we were so tired to go anywhere so we used DoorDash. Ordered $65.96 worth of food from ********** Box. Food arrived late, but SOMEONE ELSES ORDER. We had food to feed 6 people, and the food we received wouldnt even feed that many. Wrong drinks, wrong food, absolutely everything was wrong. So, we didnt even get to eat because the food that wasnt even ours was so cold there wasnt any way we could eat it, and some dont like some of the items we received. So I reached out to DoorDash, informing them about the issue and they GUESS WHAT! Offered a $5 credit! LOL! Ridiculous!! I have been fighting with them and they will not budge to make this right. Do not use this company. For a company to make a customer responsible for someone elses order- thats ridiculous. Especially a family that was going through what they were going through at the time. When you pay for an item or a service, you expect to receive that item or service.
Business Response
Date: 03/13/2024
Hi ******,

Thank you for contacting DoorDash BBB Support. We apologize for any poor experience while trying to resolve this matter.

After careful review, the charge in question is has been disputed by your financial institution. At this time we can not provide any compensation for this order issue since the charge has already been disputed. We apologize for any inconvenience this may cause.

For further assistance with the status of the dispute please reach out to your financial institution. If you choose to withdraw the dispute referenced above with your credit/debit card provider please reply here so continue to look into this for you. If you are unfamiliar with the dispute referenced, we encourage you to please contact your card provider for more information.

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

Best,
DoorDash BBB Suppo

Customer Answer
Date: 03/14/2024

Complaint: 21408131

I am rejecting this response because:
Well Of course the charge was disputed. Why wouldnt it be? Why would anybody pay for something that they didnt receive, and why would anybody pay this amount for someone elses food? Exactly.
I disputed this amount for a reason, I had the right to dispute this amount. I disputed this amount because DOORDASH wouldnt do anything for me. Absolutely NO HELP! You guys are ridiculous and have no right to treat your customers with such disrespect.
The dispute I have had to re dispute 8 times since this charge occurred because DOORDASH keeps declining the dispute.
As of last week this dispute was declined and was not resubmitted.
So STOP playing this game youre playing and blaming absolutely everything to make you guys look better.
Its Simple- REFUND this charge. Like it should have been months ago. Treat your customers right and do whats right.

Sincerely,

*********************
Business Response
Date: 03/14/2024
Hi ******,

Thank you for contacting DoorDash BBB Support. We apologize for any poor experience while trying to resolve this matter.

After careful review, the charge in question is still showing it's been disputed by your financial institution. At this time we can not provide any compensation for this order issue since the charge is still showing disputed. We apologize for any inconvenience this may cause. We would be happy to refund the charge, but we are unable to do so while the dispute is still in process with your banking institution.

For further assistance with the status of the dispute please reach out to your financial institution and confirm the dispute rejection. If you choose to withdraw the dispute we encourage you to please contact your card provider and let us know of the results so we can process the refund.

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

Best,
DoorDash BBB Support
Customer Answer
Date: 03/14/2024

Complaint: 21408131

I am rejecting this response because: refund my money. Its that simple. How is it okay for me to pay for someone elses food?

Sincerely,

*********************
Business Response
Date: 03/20/2024
We have already clarified our policies regarding this inquiry and provided our terms for reference. There is no further information we can provide at this time.
Initial Complaint
Date:03/08/2024
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.
March 8th I ordered ***** worth of food the guy never delivered the food at my address lied and said he dropped it off at my house and it wasn't there I have ring camera.Tried to call the dasher back and he hung up in my face called customer service to issue me a refund but I honestly just wanted the food and they denied my refund for food I never received!I want my money back how are you going to charge me for something I never received.Then the dasher took a false photo and uploaded it!!That isnt even my apartment.im very upset.
Business Response
Date: 03/15/2024
Hi ******,

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

We have issued credits to your account in the amount of $20.48 for the inconvenience. These credits are available immediately and will automatically be applied towards your next order.

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 Answer
Date: 03/15/2024

Complaint: 21408123

I am rejecting this response because I want my money back.I would have accepted a credit the day the incident happened.Im not using you guys ever again.Im very upset about this experience I had I work in customer service and expect nothing less.Your call center and your support on your app seemed to not help with me with this issue.When it clearly shows in the picture I never got my food.

Sincerely,

***********************
Business Response
Date: 03/18/2024
Hi ******,

Thank you for contacting DoorDash BBB Support.

Unfortunately, we are unable to approve your request for an exchange of credits for a refund at this time due to the amount of previous compensations on your account. This decision is final. The credits on your account will remain for your next use. You are welcome to review again our refund policy within the link below if you wish.

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
Initial Complaint
Date:03/08/2024
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 recently ordered from doordash twice ( 02/22/24 and 03/08/2024) both times my food was dropped off to the wrong apartment this happens a lot but normally you can get a redelivery or refund but now you cant, I reached out to them and they have denied me getting my refund twice, its unfair that they are stealing peoples money, it has to stop I have deleted the app so I wanted to report them and I still would like my refunds, they owe me a total of $50.75
Business Response
Date: 03/13/2024
Hi Tichina,

Thank you for contacting DoorDash BBB Support. We apologize for any poor experience while trying to resolve this matter.

Unfortunately, we are unable to approve your request at this time as the delivery verification photos for both of these orders that the Dasher's provided you with match the delivery address and unit number provided. No compensation will be provided for this issue at this time. You are welcome to review again the terms within the link below if you wish.
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 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
Initial Complaint
Date:03/08/2024
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 order DoorDash on3/8 for Burger King I hate when DoorDash makes my order a double dash ** my food arrives cold: I was given a refund for partial credits but I want a full refund how can you give me part of my money back for food I paid for but couldnt eat. I couldnt eat part of the food. Its sad that every time I have an issue with DoorDash I have to come to bbb just to get some customer service or to get anyone to do the right things. I want the rest of my money back for the food that I couldnt eat and DoorDash need to really fix there customer service they wouldnt have to double dash if they would pay the dashers a livable wage instead of tryna be cheep
Business Response
Date: 03/12/2024
Hi Amber,

Thank you for contacting DoorDash BBB Support.

We like to share some insights into how batched orders work on our platform. Batched orders are a feature that allows Dashers to efficiently fulfill multiple orders during a single trip, thereby optimizing delivery times and reducing environmental impact. When a Dasher receives multiple orders that are geographically close to each other, our system *** batch these orders together for delivery. This means that instead of making separate trips for each individual order, the Dasher can deliver multiple orders within the same timeframe. Here are some key points to understand about batched orders:

Efficiency: Batched orders help improve efficiency for both Dashers and customers by reducing wait times and streamlining delivery routes.

Order Accuracy: Despite handling multiple orders, Dashers are trained to prioritize order accuracy and ensure that each order is delivered promptly and in the best condition.

Transparency: Customers are notified when their order is part of a batched delivery. The estimated delivery time provided at checkout takes into account the ********************************* process.

Quality Control: We continuously monitor batched orders to maintain quality standards and address any issues that *** arise during the delivery process.

Flexibility: Customers have the option to opt out of batched orders if they prefer their order to be delivered separately. This can be indicated during the checkout process.

We understand the importance of transparency and communication in ensuring a positive experience for both customers and Dashers. As a courtesy, we issued remaining DoorDash credits of $12.00 to your account. This amount is aligned with the details of your order. These credits are available immediately and will automatically be applied towards 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 *** assist you.

Best,
DoorDash BBB Support

Customer Answer
Date: 03/12/2024
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
Date:03/08/2024
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.
We ordered from ************** in ******, ** on the evening of March 8, 2024. DoorDash did the delivery service. They did not deliver one of our items (the salad). We emailed them to make an adjustment to the order for the item not received. We got an email back denying our refund quest. So, then we called them to complain. They escalated the claim. It got denied again. I'm really confused as to how they can keep denying our refund request when they didn't deliver all our items. This business is horrible.
Business Response
Date: 03/15/2024
Hi *****,

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

At this time, we have issued $15.00 in credits to your DoorDash account as a courtesy for the inconvenience regarding your missing item. Credits are available immediately and automatically apply to your next order.

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 Answer
Date: 03/15/2024

Complaint: 21408022

I am rejecting this response because you did not deliver me my item, and I want a refund for that item, not a credit to have to spend more money with you in the future.

Sincerely,

*****************************
Business Response
Date: 03/18/2024
Hi *****,

Thank you for contacting DoorDash BBB Support.

Please note you were issued $15.00 in credits to your DoorDash account as a courtesy for the inconvenience regarding your missing item and the credits will remain at this time for you to use towards your next order. No additional compensation will be provided. You are welcome to review again our refund policy within the link below if you wish.

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
Initial Complaint
Date:03/08/2024
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.
ORDERED A LARGE SUPREME PIZZA FROM ********* THROUGH DOOR DASH.PICTURE ON RECEIPT SHOWS A SUPREME PIZZA.SECOND PICTURE SHOWS BOXED PIZZA AT FRONT DOOR.I RECEIVED A LARGE CHEESE ONLY PIZZA TOTOL COST $28,66.CONTACTED ********* THROUGH DOOR DASH COMPLAINED ABOUT THE ISSUE AND GOT A THANKS FOR REVIEW REPLY.CONTACTED DOOR DASH FINALLY.I WAS INFORMED THAT A DECISION OF MY REFUND WOULD BE MADE WITHIN 48 HOURS AND SENT TO MY E MAIL.IT TOOK ABOUT 22 MINUTES TO DECIDE I WOULD GET NO REFUND DESPITE THEIR ADVERTISING.THE RESTAURANTS ALWAYS REFER CUSTOMERS TO THE DELIVERY SERVICE TO HANDLE COMPLAINTS,/.
Business Response
Date: 03/12/2024
Hi *****,

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

We have issued a refund of $28.55, 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
Initial Complaint
Date:03/08/2024
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.
I ordered pizza, cheesesticks and a canolli through door dash. The cheese on the pizza slid to one side of the pizza and did not receive the canolli door dash wanted to refund 5.67 when the canolli was $6.00. I want the 6.00 and the $5.00 tip refunded back to my credit card.
Business Response
Date: 03/15/2024
Hi *****,

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

We have issued credits to your account in the amount of $40.00 for the inconvenience. These credits are available immediately and will automatically be applied towards your next order. No additional compensation will be provided at this time. This has been submitted as credits as a courtesy initially, if you wish to have this returned to your original payment method, please let us know.

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

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