Extremely dissatisfied with recent service and support
For the 2nd time in a month my dasher has brought me the wrong food. It’s an easy mistake since the names are close but in both cases I’ve been left hanging with no support or resolution.
The dasher both times has done nothing and tried to blame me or question what I’m saying when I know my own name and what I ordered. No offer to resolve the issue just a blank stare before driving away never to be heard from again.
Contacting support hasn’t been any better. The first time they transferred me around before someone finally said they’d issue a refund but couldn’t do anything about the food.
The second time I was told they couldn’t refund and I’d have to contact Chipotle directly which as you can image say this is a DoorDash issue. So was the first guy lying just to get me off the phone?
What gives? Is it really DoorDash policy to just say “sorry but you’re on your own” when their driver makes a mistake? If I want a refund or resolution I have to call around and do it myself?
Edit - some people seem to think I’m expecting the driver to be the one to resolve this so just to clarify ... it would be super cool if they did cuz there’s a 50/50 chance it was their mistake ... but I don’t expect that.
What I ultimately DO expect is for DoorDash the corporation to resolve the issue and in that area their customer service is falling short and that’s the reason for my complaint.
Edit 2 - Kind of amazed this is being downvoted or is controversial. I don’t think it’s unreasonable to want what I paid for or to expect the company I paid to provide it.
Do you really think I should just shut up, pay for the food I didn’t get, and just move on? What other product or business can fail to deliver a service and the CUSTOMER is made to feel like the bad guy. Unbelievable.
Posted Mar 26, 2021, 6:54 PM UTC · edited
The driver isn’t responsible for replacing the order. They can’t take it back to the restaurant. Safety issues. Any replacement or refund has to be done by DD. Drivers are not direct employees of DD. They are just the instrument to move the food to you. They don’t have access to issue credit or re-issue orders
Agree on the “can’t take it back” thing but is it too much to ask them to retrieve the correct order? I don’t think I’m being unreasonable here and I get it sucks for everybody but at the end of the day I paid for something I didn’t get.
You actually expect them to drive back and get a second order? Are you paying them again?
The dasher messed up by grabbing the wrong order off the shelf. If distance was relatively close, it would actually not be such an outrageous idea to go fix their mistake. Correct order is most likely still sitting there.
I do that all the time. If I get to a customer and realize I dont have the drinks I'll go back and get them. Always ends in 20 and up tips. To be fair though the most I ever have to drive is 5 minutes so its not a big deal If I had to drive 10 min or more then hell no. Just so customers know that is not at all in our job description. Its typically not the drivers fault if order is wrong or missing.
I expect someone (not necessarily a driver) from the service I paid for to do something to resolve the issue. You’re telling me DoorDash couldn’t send a different driver and then pay them on my behalf as an effective “refund”?
I’m really not an unreasonable person or trying to be a Karen here. I just want what I paid for and I want the company I paid to make it happen and not make me do all the calling around for refunds/reorders or whatever. I don’t really care how or the logistics as long as at the end I have either a refund or a replacement but both times this has happened I’ve had neither.
Unfortunately, DD should resolve this but like many places, their customer service is outsourced, and it is like playing roulette with getting the right rep. I have been both driver and customer for multiple apps and contacting care just sucks on both sides.
Unfortunately all you can do is call customer care back until you get lucky.