This Isn't Normal San Jose, CA

Looking for personal advice regarding a recent delivery issue in California.

I want to start by saying I genuinely appreciate delivery drivers and the work they do. I’ve used delivery services many times and have never had an issue before this.

However, I recently had a delivery where the person who showed up was NOT the same person pictured in the app. This immediately made me uncomfortable, especially since the company states that drivers are background checked. The person also made me feel uncomfortable and would not verify their identity when I asked. Now I also have concern that they have my address.

When I contacted customer service, the experience was frustrating and honestly not very helpful. I had to reconnect with support multiple times just to get answers. During the conversation, support admitted that they KNOW people are sharing accounts and that friends or family members sometimes complete deliveries for drivers.

I also asked customer service to confirm the driver’s name, and they refused to provide that information. That raised even more concerns for me because if background checks are part of the safety process, then allowing account sharing seems to defeat the purpose.

When I mentioned that I had taken screenshots of the conversation, support then stated that what they told me was against policy.

An easy fix for this would be requiring identity verification through facial recognition or thumbprint verification at the time an order is accepted and again at delivery. Most phones already support this technology.

I’m mainly trying to understand from a personal standpoint:

Has anyone else experienced something similar? How would you handle this situation going forward? Would you feel comfortable using the service again after this?

I still have screenshots and records of the conversation. Any personal insight or advice would be appreciated.