Doordash - issues with non delivery, missing items, customer service managed by bots and AI generated correspondence.

Hi everyone, I would like to check on your experience with Doordash.

I placed an order last night which was not delivered. The last message from the driver was that they are on their way, there is no photo posted of the completed delivery.

Last night, I went through the recommmended resolution steps but was simply unable to contact the driver or a 'real' person.

The complaint was handled by a bot/AI and I have had a series of repetitive AI generated emails and messages, none of which answer my questions eg supply photo of delivery, supply contact info, ask the driver where they delivered to, supply proof of delivery, supply CS phone number etc.

Refund has simply been denied, so I have launched a fraud investigation with the bank.

Issue is this is not the first time I have been blanked by Doordash, who fail to correct errors even when the supplier informs them they have not sent the goods eg Four Square (twice!).

This seems to be a systemic issue, with the power in the hands of Doordash.

UBER in contrast are responsive to customer quality and delivery issues.

What is your experience with Doordash, I would love to know?

Thanks
Kate

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Comments

  • Ive had similar issues with doordash. Almost as if they auto decline refund requests, and intentionally make it a hassle to get a refund, to put you off from pursuing the refund.

    Uber eats on the other hand is far superior, although still a level of AI interaction sometimes.

    • -1

      Ive had similar issues with doordash. Almost as if they auto decline refund requests, and intentionally make it a hassle to get a refund, to put you off from pursuing the refund.

      If DoorDash (or any vendor) decline a refund, and if you paid by credit card, relatively easy to get your card issuer to do a chargeback, which is a pain in the neck for the merchant, and costs them a bit (not just the refund, but they are up for fees as well). Basically, you are just disputing the charge on the grounds that you never received the goods / service (say).

      OP says they have:

      … launched a fraud investigation with the bank.

      which is a far more significant thing, including involving the police as it moves into the realm of criminal, rather than just being a civil / commercial dispute. Must have been a very significant order value if the police and their bank are on board with that, but it might have been a party or something.

  • -1

    Thank you RSTH, your experience mirrors mine.

    • grumpy bbboy

  • In my opinion both Uber and Doordash give refunds based on cost/benefit rather than the legitimacy of a customers complaint. If you appear to be a new customer you are more likely to be given a refund without question because they don't want to cause any frustrations to you in the beginning. Once they know you're a loyal customer you'll have to push much harder to get one, if at all, since they know you'll keep ordering anyway.

    They also have to weigh up the fact that a more lax refund policy will also make it easier for scammers to get free food. I believe DoorDash is more vulnerable to this due to their weak sign up and account checking precesses combined with their checkbox complaint forms and lack of manual checks.

  • Uber was a pain once, told them ok thanks ill take my business elsewhere and cancelled uber one. Got a call from their retentions team and got a deal to reactivate and a full refund for that order.

  • On the app its self it was a paon trying to find the cusyomer support… my dodgy ass driver broke the seal of my kfc and helped himself to each box of chips.. he was 2 mins away and then took 8 more minutes… he was on my doorstep for ages, taking the photo. It was him staging the bag.. it turns out. I got frustated it was taking him sooo long to pop the food down and take a photo, I ended up going out and he still hadnt done it.. door dash gave me a full refund and $20 credit

  • Same

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