Source
r/doordash•
HolyForce

Is DoorDash falling apart? Contactless issue and bizarre ChatGPT-like support.

Complaint

I'm a long existing high-spend (frequency, not individual order value) DoorDash customer. I use the service too much, probably (definitely).

I like to think I'm a good customer, too. Rarely claiming an order unless it's straight up mis-delivered (as the picture will always show). I even don't claim when I probably should (quality, wrong item). And drivers: I always tip what is recommended or more (sometimes it defaults to a way too small tip). I would imagine internal processes would show my account is good value.

I always place contactless. Not only is the convenience immeasurable for my work/play, but you get the added benefits working around the fact we're a high COVID risk area and affected by the train/chemical incident on the Ohio border. Crisis, pandemics or not: the flexibility of contactless is gold.

My account can no longer place any orders unless I'm present and I sign for them (and yes, there's no alcohol or anything). Hard contactless ban, plus signature requirement. The site even states, and I quote "If you're unavailable or can't provide your signature to the Dasher at drop off, you may not be able to receive any part of your order or receive an order refund". So if I'm in a work call, or generally unavailable, I lose my food and money.

Nothing has happened to put this restriction on my account. I've not had issues, I'm not a frequent "claimer", etc. I've been doing successful contactless for years, no issues, tipping well, ordering frequently... is DoorDash trying to get rid of good customers?

What is going on in the DoorDash world, or is this just me? I'm so annoyed over this, I've begun to export my DoorDash data and I'm ready to close my account. I can go back to ordering directly from the few places I do. They'd prob appreciate that anyways.

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Bizarre support attempts:

  1. Online chat session. Felt like I was speaking to ChatGPT, except a lesser version. Nothing responded even remotely felt like my message was read. Eventually the agent (or bot?) just disconnected with me. There's no way this wasn't a bot. It was more than simple menu options being prompted. There was formulated sentences that had nothing to do with anything.
  2. Online chat session, again. Agent "listened" to what I had to say, then started giving me copypasta text from what seemed like from a Driver's manual. He was talking to me like I was a driver, and telling me how to perform a contactless delivery like I was a driver. I asked for a manager to call me, and it was registered to be done when available. To confuse a customer as a driver sounds like some AI trip.
  3. In the meantime, I received an e-mail from the 1st agent (or at least, same name), with a ton of Merchant links. I clicked them out of curiosity, and sure enough, it told me I'm not permitted to access the "Merchant Portal". Naturally, I'm a customer not a store. So far I've been treated like I don't exist, like a Driver, and like a Merchant. Not doing so hot as a Customer.
  4. I get the phone call. Same name as the 1st agent online chat session (was it really a human after all?). I get about 15 seconds explaining to her the matter, and she hangs up. I get an automated voice asking me about my experience.
  5. I can't seem to find a proper number to call back, so I get into another chat session. Agent gives me a number to use due to my "disconnected" call.
  6. I reach a new agent who seems more human. I give them a brief explanation of everything I've shared here, and they seem to really understand. They agreed I'm not a problematic customer, and that the restriction makes no sense for me. They inform me they have the ability to lift this restriction, and are going to do so. I think they spoke a little about some wide policy that went into affect, or is being tested, but I didn't care too much because they were going to solve my issue. I thanked them after all I've been through, said they are great, and hung up happy that I finally got decent support (or so I thought)
  7. I got an e-mail from this agent, subject: "You can now request a no-contact delivery".
  8. Sign into DoorDash, the problem is still there. Wait an hour, the problem is still there.
  9. Call back, get a new agent. She's helpless. She told me to "try" to put in the notes I don't want contact and to "hope" the driver is okay with it, despite the website throwing pop-ups and checkout confirmations this will be unacceptable.
  10. I'm no longer a DoorDash customer. I can't RNG hope I'll be available at delivery time, and I'm not going to risk losing the food and money because of that. Who needs to fight about it with VISA if that happens, as well. DoorDash is just pushing me away for no reason.

Posted Feb 16, 2023, 11:52 PM UTC · edited

28
CMDR_ETNC•

All chat and phone support is done by real people! While they might have to stick to a script, they are there and they care about your describe caller problem sincerely! This is not the experience that we wish our Citi Rewards Members to experience.

6
MayhemReignsTV•

🤣🤣🤣

3
Grand_Marshal_Nuke•

YEEESSSSS way too often!!!!

1
PickTour•

DoorDash has a huge problem with fraud, both drivers stealing food as well as customers who lie about not receiving the items. It’s why they’ve never been profitable - 5 orders go smoothly, then on the 6th they refund the customer the entire meal cost, most of which went to the restaurant. So now they’ve made 0 in 6 orders (with plenty of expenses to pay). The industry is trying to figure out how to resolve this - if they can’t, the whole concept will probably die.

So DoorDash (and I know UberEATS as well) is now beginning to require the customer to verify they are getting the food, or they don’t get it. UberEATS is using pin codes, DD is using signatures.

If you order frequently, I’m not sure they properly take that into account when deciding who might be the “problem” customers. Or it could be the area where you live. Regardless, I think more and more services are likely to start requiring this for all orders, to ensure the delivery person actually delivers, and prove that the customer did indeed get the food.

It’s sad that there are so many people out there who are willing to lie to “screw over the big corporations”, which is their way of trying to justify petty theft. I read one woman who said she was “deconstructing capitalism” when she stole this way. How noble. So, “leave at the door” may become a thing of the past anyways.

I hope you can win your battle and get deliveries like you want. I just wanted to fill you in on a bit of the background and give you a heads up that this is probably just going to get worse.

3
HolyForceOP•

Appreciate your well stated comments. Not surprised a worthless few is going to ruin it for everyone.

What seems strange to me is, after an account has aged so many years, and said account has few claims, of which are backed by obvious evidence, that we'd still see a restriction on said trustworthy account.

Evidence such as the few times I've claimed, you can compare the misdelivered order's picture to any given successful order's picture on my account, and clearly see it wasn't left at my home but somewhere else entirely. This is truly on the driver.

Anyways, not being dramatic (that anyone should care), but I'm done with DoorDash. Any half-witted review of my account would see this restriction is unwarranted, and thefeore they no longer offer the service I need. The real losers are the stockholders. I just checked that and oof, hope that little rally this year gets some of their investment back on this mess.

I think their threat to keep the food and money should the customer not be available upon delivery is media worthy. I think they are trying to fix a problem, in a really wrong way.

2
happysmash27•

With bad DD policies and support, shareholders lose, drivers lose, merchants lose, customers lose. It's a lose-lose-lose-lose situation.

1
Disco_Pat•

UberEATS is using pin codes, DD is using signatures.

DoorDash is so fucking behind.

Signatures literally mean nothing.

2
ramblingtruckdriver•

Create a new account. Probably fraud

1
[deleted]•

[deleted]

0