Complaints

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

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  DoorDash

  303 2nd St Fl 8 San Francisco, CA 94107-1366

  
• 

  DoorDash

  901 Market St. Ste 600 San Francisco, CA 94103

  
• 

  DoorDash

  502 - 67 Mowat Ave Toronto, ON M6K 3E3

• 

  DoorDash

  439 University Ave, 5th Floor Toronto, ON M6K 1X9

• 

  Doordash

  16650 n kendall drive #212 Miami, FL 33196

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:12/09/2023

  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 was in ******* for work and ordered doordash to my room as I order from many dash services when traveling for work. I TYPICALLY order Uber Eats every night to my hotel. When placing the order, I DID specifically state in the apartment / suite number section 1- what tower my room was in 2-what floor my room is on 3-and the room number!The Dasher was 20 minutes later than the app said he would be. The Dasher lied and said he was here and in the lobby. On a $40 order I gave him a 25% tip ahead of time while placing the order before he even stepped foot in the restaurant to pick it up. I knew once he said he was in ************** he was not coming he already had a generous tip. He lied said he was in the lobby the first time I went all the way downstairs mind you I have a broken foot hence the reason I ordered food to my room went all the way downstairs he was nowhere to be found. He was in the main ***************** which is not the address that was input in the app. Doordash Advocates being dishonest to his customers and will not consider reimbursing me my money when they fail to follow through with the promise they made to deliver food to the address that was put into the app. To make matters worse they only offered to reimburse me $13 out of the almost $52 I spent

  

  Business Response

  Date: 12/18/2023

  Hi ******, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect. 
  
  Upon review, we have issued a full refund in the amount of $51.63.
  
  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:12/08/2023

  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.

  This is just to bring awareness to the owners of how their business is being handled. They seriously need to rethink their structure. I'm confident they are losing a lot of customers and staff due to how their support staff handles issues. I'll take a wild guess and say the same crew is in charge of their logistics as well. Of there is any share holder or owner or anyone in this company that cares about its success, I strongly urge you to see for yourself first hand. I know information isn't getting across correctly. There isn't a business owner in the world that would allow the kind of garbage that's happening from that department. It's so grossly obvious that it won't take much for you to see what I'm talking about. I'm not going to say any more for fear of this not getting through. You all have a right to know and people that deal with this company deserve much better treatment customers and staff both.

  

  Business Response

  Date: 12/18/2023

  Hi ********, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your experience with our platform was less than perfect. 
  
  We are sorry to hear about your experience using our service. Our goal at DoorDash is to provide a high-quality service every time. We want you to know that we have passed along your comments so we can improve in the future. 
  
  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:12/08/2023

  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 ordered on December 4 Creole ******************* thru the Door Dash App, the Doordasher driver went to restaurant to pick up my order, then list his keys. The Driver then messaged me thru the app and said I lost my keys and then called me also and said you have to cancel your order which I did ($21.59) a door dash customer service rep messaged me ************************ confirm driver lost his keys and was unable to deliverI asked for a refund but he said it had to go thru a special team to be be approved.. I was denied a refund!!! WHAT?? How? I emailed abd cakeed at least 10 times and each one says they will submit for an appeal but I have yet to receive my money so Door Dash just stole from me When it wasnt my fault!!! I cancelled my Dash Pass and will delete the app

  

  Business Response

  Date: 12/18/2023

  Hi *****,
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect. 
  
  After review, we found that this charge was fully refunded. For further clarification on reversal or status of refund please reach out to your financial institution.
  
  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:12/08/2023

  Type:Billing 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.

  They have been charging my credit card $9.99 monthly for over a year. I don't have a door dash account, I have never used door dash, and I've cancelled 2 credit cards on the same account trying to stop payments. I've called their number multiple times and nobody ever answers the phone, I have left a message multiple times and have never received a call back from fort dash.There are no charges for deliveries to my card but they continue to charge a monthly fee that I cannot stop.

  

  Business Response

  Date: 12/18/2023

  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 charge(s) where this took place with the information you've provided. For each occurrence you are reaching out regarding, please provide the following:
  
  The Last 4 of the card
  The Exp Date 
  The Billing Zip Code
  The Screenshot of charges
  The Amount and Date 
  
  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:12/08/2023

  Type:Sales and Advertising 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 food with DoorDash today and my food arrived and it had been tampered with and I could not consume it. The food was all over the box and the soda had been opened. I contacted DoorDash immediately. I sent them a picture of the food and I told them they could contact the restaurant because I had to reorder my food and have the restaurant deliver it. I spent $25 on the initial order and then $30 to have it redelivered. I didn't get any assistance from DoorDash-- they offered me a $9 refund on my order to use their service again. No Thank you! I cancelled my account. I rec'd a call from someone from DoorDash, I couldn't understand anything they were saying to me. I want a refund on my order. Once the charge is complete, I'm going to fight it with my credit card company. Do yourself a favor and DON'T ORDER FROM DOOR DASH. How can they have an A rating with so many complaints!

  

  Business Response

  Date: 12/18/2023

  Hi ****, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect. 
  
  After review, we have issued the remaining refund in the amount of $24.24. Please allow 5-7 business days for the charge to reflect in your account.
  
  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:12/08/2023

  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.

  So since your guys's doordashes can't follow the instructions on where to deliver the food at I get punished not going to happen if you guys are not refund my$79.81 from the four places I did not get my food from I will just get you guys a subpoenaed and take you to civil court I paid for food that I never received I need my money back please

  

  Business Response

  Date: 12/18/2023

  Hi *******, 
  
  Thank you for contacting DoorDash BBB Support. 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.
  
  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 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20981181
  
  I am rejecting this response because: that is fully 100% unacceptable I refuse to let this lie I will not let this stand so it looks like since you guys aren't going to reimburse me for the money that was taken from my account because I purchased a product that I never received and your employers cannot follow my instructions which I have screenshots and proof of I'll have to hand this information over to my attorney and we'll just have to go to civil court which means you're going to be supinated you since I've been talking to you and you will have to fly out to ******** on your dime you'll have to pay for it and we'll see you in court if not a warrant will be issued for your arrest I am willing more than happy to go through all that cuz I will not let a business push me around and steal from me I am 100% in the right cuz I'm being punished because you guys can't follow the instructions on the internet that's not my fault so I'm pretty sure jury will find it my way then I'm in the right so and I'm retired veteran I have time to spend like this I'll get my money back but this is going to cost you way much more cuz all legal right fees from here you have to pay for so since you don't want to help I apologize for the next stage
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/21/2023

  Hi *******, 
  
  Thank you for contacting DoorDash BBB Support. 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.
  
  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 

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 20981181
  
  I am rejecting this response because: this is unacceptable I paid for a product that I did not receive so I don't know what you're talking about cuz my account don't meet the requirements is BS because your doordash employee does not know how to follow the special instructions I get screwed out of my money and my food unacceptable I will not let this light so I will move this to the next step and I will just take you guys to civil court over $79 when you guys will be subpoenaed so you have to show and if you don't or warrant for your arrest will be issued so it's all right by me I'll get my money regardless and when I do in my case because I will win my case God has all the screenshots all the proof all my receipts even the video camera of them not coming to my door to the wrong door so that is on you guys you guys will be more responsible for the attorney fees as well so one last chance I just need my $79 back or I will see you guys in court thank you God bless have a Merry Christmas
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/23/2023

  Hi *******, 
  
  Thank you for reaching out. 
  
  We understand that this isnt the resolution you were looking for. We do apologize for the inconvenience, and we want you to know we take these situations and your feedback seriously. We review requests on a case-by-case basis and for this particular order, we are unable to provide compensation due to DoorDashs policy. 
  
  We appreciate your continued support and patience as we look into innovative ways to improve our service. 
  
  Best,
  DoorDash BBB Support
  
  
  
  

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 20981181
  
  I am rejecting this response because:

  I'll see you in civil Court then
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/08/2023

  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.

  Door Dash uses automated support that is useless. I was deactivated from the platform for no reason with no explanation and no way to dispute. Everything is automated and absolutely no help. Ive also placed orders with this company and did not receive the order. Their customer support is absolutely horrible.

  

  Business Response

  Date: 12/18/2023

  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 involved or your account with the information you've provided. Additionally, please note that you can reach a support agent by asking for one during the initial automated support assistance. You can also call our support line for quick access to a real person after the initial automation. We were unable to locate any attempt from you to contact our support team from the email and phone number provided on this complaint. 

  In order for us to best assist you in resolving the issue quickly, 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 
  Any other details that can help assist us as to what's going on 
  
  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:12/08/2023

  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 10/28 I placed an order with Door Dash for ************** I ordered 2 drinks and a dozen (12) donuts. The 1st dasher assigned messaged me and told me ************* does not have donuts and then somehow I got another dasher (*****) who I have a text thread in the Door Dash app (photos uploaded) he stated that the donuts was in the small bag with the drinks, but of course they can't fit. Once I opened the bag to assure him they were not there and I only have my drinks he tells me "I'm a diabetic and rather have the money lol" I don't know it insinuates to me that you ate my donuts I dont know. I then ask him why he told me they where in the bag? He states "I am a delivery driver I do NOT check bags. I told hi what was on the order he said yeah and confirmed" I do not see how Door Dash came to a conclusion that I should be denied. I uploaded the pictures to their site of the small bag with no donuts and they still denied me, I do not have the picture now, but those messages from their app site should have been enough for them to give me my money back and some more. I just called them again and let me Mother in Law speak to them and they said because its been past 3 days they cannot refund me. I should have been refunded the same day. Since I am not allowed to speak to the "special department" this is the only way I can probably rightfully get my hard earned funds back. Some people don't have vehicles to get around themselves and rely on businesses like this to help and I can't imagine how many people they do this way a day. This is definitley bad business on their part. The dasher should be fired because he is clearly stealing people's food because he is "diabetic" As a "dasher" you are supposed to check the order. There is a prompt that asked if you checked the order so I can't see why they denied me. The rep that made the decision needs training too.

  

  Business Response

  Date: 12/18/2023

  Hi Amauhd, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect. 
  
  At this time, as a courtesy for this issue, we have processed $28.51 back to your original payment method. 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. 
  
  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. Charges paid by you for completed and delivered orders, or for orders confirmed by a Merchant, are final and non-refundable. DoorDash has no obligation to provide refunds or credits but may ***** them gratuitously at DoorDashs sole discretion in each case. 
  
  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:12/08/2023

  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.

  Hi my name is ****. I placed and order with DoorDash and sent them a photo of this wrong order and they decided to give me a partial refund. I cancelled my dash pass and will no longer be using this app if this isnt resolved. I paid $72, and their way of rectifying the situation was giving me $11 in credits when I sent a photo of this wrong order as well? Not to mention this wrong order made me feel sick and smelled like smoke, and I have Asthma. Please get back to me. thanks.My email is: ************************* My order number is : c92013e7-c69f-4cb5-8ed9-94ffeb8c46bf

  

  Business Response

  Date: 12/18/2023

  Hi ****, 
  
  Thank you for contacting DoorDash BBB Support. 
  
  Unfortunately, we are unable to approve your request due to the activity that violates our Terms of Service. This decision is final. No compensation will be provided. 
  
  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:12/08/2023

  Type:Sales and Advertising 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 canceled my DashPass subscription and deactivated my account. Despite this, I'm being charged for DassPass and won't receive any messages back from their DashPass Member Experience email address that they advised contacting. I am seeking a refund of this most recent charge, which occurred since my account was deactivated, and a guarantee on their end that I will not be charged again considering that my account is deactivated and I do not need or use the service anymore.

  

  Business Response

  Date: 12/18/2023

  Hi ****, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect. 
  
  At this time, we have submitted a refund for the most recent two charges for your DashPass subscription to the original payment method as a courtesy for this issue. 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. 
  
  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: 12/19/2023

  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.