Business Profile

Food Delivery

DoorDash

Complaints

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

Customer Complaints Summary

17,466 total complaints in the last 3 years.
6,680 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/06/2023
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.
Saturday march 4th 2023, I placed an order from bjs using door dash. I never got a text or any alert that my order was delivered. I live in a private building which you have to be buzzed in to get in noone rang nor contacted me so i can open the door. When i went on the app all i say was order complete there was no picture of where they delivered my items or anything. I reached out to door dash and the refuse to help or refund me my money.
Business Response
Date: 03/12/2023
Hello,

Thank you for contacting DoorDash BBB Support.

We are sorry that you had a disappointing experience using our service.

After careful review, we have determined that we are unable to provide any further compensation for these orders. Based on our Terms of Service, DoorDash is not obligated to provide refunds or credits, but may ***** it on a case-by-case basis.

Below I have included the link for our Terms of Service that goes into more detail on our refund policy.

****************************************************************************************

Thank you for your understanding.

Best,

DoorDash BBB Support
Initial Complaint
Date:03/06/2023
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.
Doordash order:7-Eleven (*****)***************************************************************** March 5, 2023 at 10:47 PM Yet again, items were missing and Doordash refuses to issue a refund. 2 bottles of ******'s malt beer never arrived and the company per usual, refuses to issue a refund for their mistake. Bottles are $4.59+ taxes which for the two missing bottles is $6.05. Bringing the total refund amount due to me to $15.23. I request the REFUND be issued to the ***** CARD I used for the purchase. I do NOT want store credits. This is a common habit with Doordash defrauding customers.
Business Response
Date: 03/12/2023
Hello,

Thank you for contacting DoorDash BBB Support.

We are sorry that you had a disappointing experience using our service.

After careful review, we have determined that we are unable to provide any further compensation for this order. Based on our Terms of Service, DoorDash is not obligated to provide refunds or credits, but may ***** it on a case-by-case basis.

Below I have included the link for our Terms of Service that goes into more detail on our refund policy.

****************************************************************************************

Thank you for your understanding.

Best,

DoorDash BBB Support
Initial Complaint
Date:03/06/2023
Type:Service or Repair 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 ordered a two cheeseburger meal, and only got one. The fries were also ice cold. The delivery person, also did not follow my instructions and was wanting to leave my meal outside of my building.I consistenly have issues with doordash. I consistently have to fight for a refund to right the wrongs. They are terrible. All I want is a refund and they refuse to give it to me because of "Too many" refunds. When it's "too many" times that you have gotten it wrong. I am not paying for service not appropriately rendered.
Business Response
Date: 03/09/2023
Hello,
We sincerely apologize for your experience using our service. We would be happy to look into this for you. We couldn't find the order with the information provided. May we know the name of the merchant, the date of the order, the total charge, and your email address of the account?

We will need those details to investigate the issue.

Best,
DoorDash BBB Support
Customer Answer
Date: 03/09/2023

Complaint: 19544613

attached are the details. Account: ***************************

*********************************
Business Response
Date: 03/10/2023
Hello,
Thank you for providing that information.
We issued a refund to your account for the amount of $22.39. This amount is aligned with the details of your order. You can expect to receive this amount back to your original form of payment within 5-7 business days to appear on your statement, but sometimes can take up to 10 days.

Keep in mind, this is DoorDash's processing time, however the processing time for your bank may differ.

We thank you for taking the time to provide feedback about your delivery experience. If you have any additional questions or concerns, please reach out to DoorDash Support so we may assist you.
Best,
DoorDash BBB Support
Customer Answer
Date: 03/10/2023
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.

Sincerely,

*********************************
Initial Complaint
Date:03/05/2023
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.
Ordered food totaling $90 for my family from. The note said leave at door as what I previously do. I recently moved to ******** so I am still getting accustomed to navigating through the city. I trusted DoorDash and havent had any issues with them in the pass. The employees were so rude and the supervisor hung up on me. I need my money back because this is unfair. I never received anything and no one knocked or left anything at my door.
Business Response
Date: 03/12/2023
Hi ******,

Thank you for contacting DoorDash BBB Support. We sincerely apologize for the issue with your order and have processed $90.82 back to your original payment method. We've also credited your account $10.00 for the inconvenience. These credits are available immediately and will automatically be applied towards your next order. 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.

Best,

DoorDash BBB Support
Initial Complaint
Date:03/05/2023
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.
The driver refused to come deliver to my apartment because she said she had her children with her (even though I specifically requested a no-contact delivery). She then either left my order somewhere in the parking lot where I can't find it or drove away with it. The company then refused to give me a refund. I will be doing a chargeback on my card because of this.
Business Response
Date: 03/09/2023
Hello,

We sincerely apologize for your experience using our service. We would be happy to look into this for you. We couldn't find the order with the information provided. May we know the name of the merchant, the date of the order, the total charge, and your email address of the account?

We will need those details to investigate the issue.

Best,

DoorDash BBB Support
Initial Complaint
Date:03/05/2023
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.
On March 2nd I used door dash and spent $26 on jersey mikes. I bought two sandwich each being about $16. I had a coupon so I paid a little less. When my order arrived, I was missing my second sandwich. I reached out to doordash so many times and every agent disconnected that chat and couldnt tell me why I couldnt get any compensation. Its not my fault that the dasher didnt confirm if the order was ready and just took the food.
Business Response
Date: 03/08/2023
Hello,

Thank you for contacting DoorDash BBB Support.

We are sorry that you had a disappointing experience using our service.

After careful review, we have determined that we are unable to provide any further compensation for these orders. Based on our Terms of Service, DoorDash is not obligated to provide refunds or credits, but may ***** it on a case-by-case basis.

Below I have included the link for our Terms of Service that goes into more detail on our refund policy.

****************************************************************************************

Thank you for your understanding.

Best,

DoorDash BBB Support
Customer Answer
Date: 03/08/2023

Complaint: 19543867

I am rejecting this response because:
Its your drivers fault I didnt get my full meal. Someone working for your company. Its simply the right thing to do. I havent gotten the item. How is that fair? At this point ** giving away money. Its not like I got the item and just didnt like like it. I never got it. Per your policy or not, I paid for something and did not get it. You all cant even help with a simple resolution. Im starting to understand the low star reviews for this company.
Sincerely,

********************
Business Response
Date: 03/12/2023
Hello,

I am sorry that you had a disappointing experience using our service. I know how frustrating this can be. We review requests on a case-by-case basis and for this particular order I am unable to provide compensation due to DoorDashs policy.

Best,

DoorDash BBB Support
Customer Answer
Date: 03/13/2023

Complaint: 19543867

I am rejecting this response because: they wont take accountability due to the policy. Its in their policy that they will graciously issue refunds or credit due to the circumstances. How is this issue not fall in that category. Its sad and I hope every who has a bad experience with them writes a review so they can use their money else where. Not a business who just cares about their money and policy. Moving I guess theres nothing I can do. Doordash took money from and theirs nothing that they wont do because its not in their weak policy. A policy that states will provide a gracious refund on case by case basis. I dont understand why my case doesnt fall in that category when your dasher forgot my food. Thats doesnt make sense. Their is a risk using doordash. I will use all playrooms so the world can know and they continue to get bad reviews. They are the worst.

Sincerely,

********************
Initial Complaint
Date:03/05/2023
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.
Food was contaminated by door dasher and ***** and also now thanks to them my wife is now feeling sick doordash wont do anything about it neither will sonic in **** ****
Business Response
Date: 03/10/2023
Hello,
Thank you for contacting DoorDash BBB Support.

We are sorry that you had a disappointing experience using our service.

After careful review, we have determined that we are unable to provide any further compensation for this order. We do apologize for the inconvenience, and we want you to know we take these situations and your feedback seriously. We have reported this incident to the appropriate parties to avoid this type of order issue in the future. If you have any questions about this decision please feel free to review our Terms & Conditions that I have linked below.

We hope you have better luck moving forward with the platform, and have a wonderful day!

****************************************************************************************

Best,

DoorDash BBB Support

Customer Answer
Date: 03/10/2023

Complaint: 19543568

I am rejecting this response because: the order was never received and dasher wasnt in communication with me

Sincerely,

*****************************
Business Response
Date: 03/13/2023
Hello,
We understand that you had a disappointing experience using our service. We know how frustrating this can be. We review requests on a case-by-case basis and for this particular order we are unable to provide compensation due to DoorDashs policy.
Best,
DoorDash BBB Support
Customer Answer
Date: 03/13/2023

Complaint: 19543568

I am rejecting this response because:its not a legitimate offer I wont put up with a dasher sexual harassment and bad service

Sincerely,

*****************************
Business Response
Date: 03/16/2023
We know how frustrating this can be. We review requests on a case-by-case basis and for this particular order we are unable to provide compensation due to DoorDashs policy.
Business Response
Date: 03/16/2023
We know how frustrating this can be. We review requests on a case-by-case basis and for this particular order we are unable to provide compensation due to DoorDashs policy.
Initial Complaint
Date:03/05/2023
Type:Service or Repair 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 placed an order on the Door Dash app, as a new store was added and they were offering 30% off for their pre-made sushi. Once I placed the order and checked out and paid I noticed the 30% discount was not applied. I cancelled the order literally within 30 seconds and never even got a confirmation email that the store received my order. I then placed another order for the exact same items and made sure the 30% discount was applied. My issue is that the 1st order I placed for $42.08 was cancelled within 30 seconds and never confirmed by email, yet Door Dash only refunded $10.56 of that order. They refused to refund the remaining funds of $31.52 when there is absolutely no justification to keep my money for an order that was cancelled. When I placed a 2nd order for the same items it was only $29.63 with the 30% discount. I have called Door Dash no less than 15 times about this issue. I just keep getting the same canned responses from the ** reps that "they understand, they are a customer too" and they promise to escalate to management for a call back with ***** hours. Unfortunately, that call NEVER comes. I was once contacted by a "supervisor" and he was adamant that $10.56 is all I'm getting, not the balance of $31.52 When I advised him I wish to speak to his supervisor he said he was "the" supervisor. I told him that everyone has a supervisor and he said he would not escalate my complaint. I clearly asked him, "are you refusing to let me speak to your supervisor or escalate my complaint" and he confirmed he was refusing. Since they record all calls the recorded conversation will support my claim this supervisor was inept and overtly rude.A satisfactory resolution to this issue would be to simply refund the $31.52 that is due to me for the cancelled order. This is a lot of money to me, as I am in an extended care facility and only receive $30 a month because the rest goes to pay the medical facility. That money they kept is more than my monthly allowance!
Business Response
Date: 03/09/2023
Hi ****,

Thank you for contacting DoorDash BBB Support. We sincerely apologize for the issue with your order and have processed $20.96 back to your original payment method. We've also credited your account $20.00 for the inconvenience. These credits are available immediately and will automatically be applied towards your next order. 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.

Best,

DoorDash BBB Support
Customer Answer
Date: 03/13/2023
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.

Sincerely,

*************************
Initial Complaint
Date:03/05/2023
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.
On Friday March 3, 2023 I had surgery and could not walk without significant pain. Doctors instructed me not to drive following the surgery. I also live on the second story of an apartment complex, and while going up the stairs was possible going down the stairs and back up carrying food was not.-I ordered food from burning rice in *******, **. It was supposed to be delivered via door dash.-The ******************************, arrived at my complex and was unable to find the apartment.-I gave him my phone number and told him to call me 4 times. FOUR TIMES!-He simply refused to call me, instead opting to use door dash support as an intermediary.-Via door dash support, he requested that I walk to him, which I informed them I could not do.-I reiterated to him that I could not walk to him.-Since he refused to contact me, I messaged him instructions on how to navigate from the leasing office--which is easy to get to--to my apartment. He then cancelled the order.I contacted door dash and they refused to compensate me because the order was not placed through their app. I want compensation for the time wasted by *******, poor service and now the time wasted by door dash support. I also wanted ******* fired, no one else should have to receive such poor service.
Business Response
Date: 03/12/2023
Hi *******,

Thank you for reaching out to DoorDash BBB Support.

We certainly understand your frustration in this situation. Unfortunately, in the case of this order, because the order was purchased and made payable to Burning Rice, a refund can only be processed from them. The Merchant will need to get in touch with us to begin the refund process for any delivery fee compensation which would be forwarded to you should the claim go through.

We strongly suggest in the future ordering directly through our website/app. If the payment is made payable to DoorDash we can certainly assist directly with these types of concerns.

We hope this information was helpful.

Best,

DoorDash BBB Support
Customer Answer
Date: 03/12/2023

Complaint: 19543345

I am rejecting this response because: It's other nonsense and an outright refusal to understand what I'm saying.
The order WAS canceled and I DID receive a refund from burning rice. That's not the problem.
The problem was at the moment in my life where I'm most needed adequate delivery service doordash provided the worst service i have ever experienced.
Simply repeating "it wasn't placed through doordash" isn't enough. I am not requesting a refund. I am requesting compensation for the worst service I have ever received. A delivery driver on your service simply refuse to do the absolute bare minimum needed to complete the order. He refused to call me despite me requesting that he called me. And he refused to follow directions from a fixed point to my apartment.

Doordash should compensate me with some form of doordash credit. Their ability to do so should in no way be tied to where an order was placed. And if it is tied to where an order is placed well that's their fault too and I want them to fix it.

Sincerely,

*****************************
Business Response
Date: 03/14/2023
Hello,

We are sorry to hear about your experience using our service. Our goal at DoorDash is to provide a high-quality service every time, and we are sorry we let you down. I want you to know that I have passed along your comments so we can improve in the future. We've also credited your account $10.00 for the inconvenience. These credits are available immediately and will automatically be applied towards your next order.

If you have any additional questions or concerns, please reach out to DoorDash Support so we may assist you.

Best,

DoorDash BBB Support
Customer Answer
Date: 03/14/2023

Complaint: 19543345

I am rejecting this response because: that's a pathetically low amount given the quality of service and the pains I've had to go through to get you do anything to make it right.

Sincerely,

*****************************
Business Response
Date: 03/15/2023
Hello,

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 have reported this incident to the appropriate parties to avoid this type of order issue in the future.

We appreciate your continued support and patience as we look into innovative ways to improve our service.

Best,

DoorDash BBB Support
Customer Answer
Date: 03/15/2023

Complaint: 19543345

I am rejecting this response because: it's obviously unacceptable. I had *surgery.*. If I can't count on a delivery service then, when can you? Doordash seems to have no comprehension that they've done anything wrong. They should be embarrassed.

Sincerely,

*****************************
Initial Complaint
Date:03/05/2023
Type:Product 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 ordered ********* from DoorDash and never received my order! From the photos the driver sent me he delivered to a business with a woman sitting behind a countertop and she was behind a computer and my ********* was on her desk! The address they delivered to was ************************** in Brooklyn **! I do not know where that is! Ive been at my address for 30 years! I texted him and told him that was not my address and gave him my address and he never responded to me! I have been calling DoorDash and they wont refund me and they say it has to go to a specialist to investigate it! I would receive results in one hour! Nobody has called or emailed me! They are avoiding the issue! I called a few more times with the same response! I want my refund from this dishonest business! They left us with no breakfast and wont refund while some stranger ate it! I will never buy from them again! The amount was for *****! It was made on March 3, 2023!
Business Response
Date: 03/08/2023
Hello,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery from ********* was less than perfect.

We can confirm that a refund was processed to your account for the amount of $49.94 on March 5th, 2023. This amount is aligned with the details of your order. You can expect to receive this amount back to your original form of payment within 5-7 business days to appear on your statement, but sometimes can take up to 10 days.

Keep in mind, this is DoorDash's processing time, however the processing time for your bank may differ.

We thank you for taking the time to provide feedback about your delivery experience. If you have any additional questions or concerns, please reach out to DoorDash Support so we may assist you.

Best,

DoorDash BBB Support

Customer Answer
Date: 03/09/2023
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.

Sincerely,

***************************

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