Complaints

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

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  DoorDash

  303 2nd St Fl 8 San Francisco, CA 94107-1366

  
• 

  DoorDash

  502 - 67 Mowat Ave Toronto, ON M6K 3E3

• 

  Door dash

  2428 Wisconsin Ave NW # 3D Washington, DC 20007

• 

  DashMart

  2506 East Schiller St. Philadelphia, PA 19134

• 

  Door Dash Food Delivery

  5825 Glenridge Dr # 214 Atlanta, GA 30328

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:04/17/2025

  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.

  I paced an order from ******************** from the one on ********************************************************************** ************** on 2/22/2025. The order was made and sent via Door Dash for delivery. Although it has happened before this time was a bit absurd because the door dasher did not ring, or call or anything to let us know the order was delivered. I was not home but my wife was. I arrived about an hour later to see the order sitting on the doorstep very cold. I called ************** who told me that once they send it to door dash it is out of their hands. I reached out to Door Dash customer service who offered to refund the order. I have since waited 2 months worth of ***** business days between processes and escalations and as of yet there has not been a resolution and I have not seen the refund. 4/22 will be 2 months of consistent follow *** with the same indication that I must once again wait another ***** business days. This is ridiculous and absurd. What kind of company policy is it to keep pushing people out ***** business days at a time without a resolution? I would say a company that wants to tire customers into no longer following up so they don't have to issue the refund. This is ridiculous and the lack of resolution, along with the roughly ****** other complaints of similar nature, is a true indication to the company's core values and integrity. I just want my money back. Its not even the need for it. Its the principal of the matter.Order#: ******* Store Location Number: 8764 Order Total: $30.55 Order Placed: February 22, 2025 Transaction Reference#: ********* Latest reference# (5th or 6th in this process): *********

  

  Business Response

  Date: 04/21/2025

  Hi ******, 
  
  Thank you for contacting DoorDash BBB Support. We sincerely apologize for the experience you had while using our service. 
  
  We certainly understand your frustration in this situation. In the case of this order, the payment was made directly to ************** while using their app or website and made payable directly to ************** which only utilized a DoorDash driver to fulfill the delivery. They will need to initiate the refund. 
  
  If you would like we can provide you DoorDash credits to an exciting account or a ********************** gift card in replacement of a refund from ************** we would be happy to do so. Please reply to this claim and let us know which option you would prefer.
  
  Again we apologize for any inconvenience this may have caused. And we hope this information was helpful. 
  
  We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact DoorDash Support so we may assist you. 
  
  Best, 
  
  DoorDash BBB Support

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23218046
  
  I am rejecting this response because I have no intention of using Door Dash on any type of regular basis to justify the credits being useful. Other than the occasional pizza delivery that happens to use Door Dash for delivery I do not use the service on a regular basis. Much less given the issues I have encountered during the interaction with Door Dash for the last couple of months. I am sorry but I was told I would get a credit back to my credit card and that is what I want to get. Thank you.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 04/23/2025

  Hi ******, 
  
  Thank you for contacting DoorDash BBB Support. We sincerely apologize for the experience you had while using our service. 
  
  We certainly understand your frustration in this situation. In the case of this order, the payment was made directly to ************** while using their app or website and made payable directly to ************** which only utilized a DoorDash driver to fulfill the delivery. They will need to initiate the refund. 
  
  Again we apologize for any inconvenience this may have caused. And we hope this information was helpful. 
  
  We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact DoorDash Support so we may assist you. 
  
  Best, 
  DoorDash BBB Support

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23218046
  
  I am rejecting this response because the day of the incident I reached out to ************** first and they indicated that since it was Door Dash that delivered the order then I needed to speak to them. When I called Door Dash the person I spoke to at Door Dash was the one who offered the refund. Not Little Caser's so I don't see how the pizza place would be the ones responsible for initiating a refund. Furthermore, the last 2 months I have been communicating with Door Dash regarding the status of the refund and not a single representative indicated that ************** would need to initiate a refund. That would not make sense since Door Dash offered the full refund, not the pizza company. I am not ok with that response and it seems as though after 2 months of dragging me along you are making an attempt to not follow thru with what I was told. Please check your phone records of the initial call the night of 2/22/2025 to reference the offer made by Door Dash. Thank you. Please refund my money like your company said they would for the last 2 months.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 04/24/2025

  Hi ******,

  Thank you for contacting DoorDash BBB Support.
  
  The payment was made directly to ************** via their app or website. In this case, DoorDash was only used to fulfill the delivery through a Dasher, but the order and payment were handled entirely by **************.
  
  As a result, we do not have access to the transaction and are unable to process a refund on our end. We recommend reaching out to ************** directly to request a refund, and suggest asking to speak with a manager or supervisor for further assistance.
  
  As a courtesy, we did offer DoorDash credits or a gift card in response to the issue, but we understand you chose to decline that offer.
  
  At this time, we are unable to provide further assistance, but we appreciate your understanding.
  
  Again we apologize for any inconvenience this may have caused. And we hope this information was helpful.
  
  We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact DoorDash Support so we may assist you.
  
  Best,
  
  DoorDash BBB Support

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23218046
  
  I am rejecting this response because I would like to know why Door Dash carried on for the last 2 months telling me that they initiated and even processed a refund and I should see it within 10 business days if you are telling me that you are not able to do it to begin with? I have spent the last 2 months following up with Door Dash based on the information provided by your companies customer service representatives. Please explain why such a long error in communication by so many different representatives at your office.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/17/2025

  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.

  Here is the email I sent the business:I contacted customer support to request a partial refund for an annual dash pass subscription. I was denied that refund. I started an order on March 25, 2025. Before submitting that order I was offered a 2 week free trial for a dash pass connected this order. I clicked yes and proceeded to submit my order. Screen shot attached. No where during this process was I taken to an additional screen saying, I no longer qualified for a free trial. Also no where during this transaction was I taken to a screen to select any options for how I wanted to continue with the dash pass past the 2 supposedly free weeks. So ultimately I was charged $96 for an annual subscription that I never agreed to nor selected an annual option for. Im fully aware that I have used those services multiple times since March 25th, however we are still less than a month into the membership. And you do have monthly options (that I was never offered in this transaction) because I have used that service before. I am requesting a partial refund, acknowledging a month (or less) of using the service. And also with the knowledge of giving up the pass for the remainder of the term. I am confused on why that is being denied. The way it was offered under a two week free trial guise that you are now saying I no longer qualified is very misleading and feels very much like this company who already charges outrageous fees is trying to get over on me. As a consumer this does not feel good. And I will very much question or no longer do business with this company in the future. This has been a very disappointing experience for me during a time where Im currently not doing the best financially since being laid off from my job of over 10 years.I am always willing to pay and pay well for any services I receive but no where in this transaction was I knowingly signing up for an annual dash pass.Your company basically tricked me into signing up for one.Horrible business on your part.

  

  Business Response

  Date: 04/21/2025

  Hi ******,

  Thank you for contacting DoorDash BBB Support. 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 issue, we are unable to provide compensation due to DoorDashs policy.

  While we could not fulfill your request this time, please rest assured that we'll continue to work to improve our process to ensure you'll have a great experience moving forward.
  We thank you for your understanding.

  Best, 
  DoorDash BBB Support
  
  

  
  

• Initial Complaint

  Date:04/17/2025

  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.

  I am making a complaint to DoorDash Merchant. I am a business owner with my business partner ****** *******. We noticed back at the beginning of March that we werent getting deposits to our business bank account from our ********************** sells. We found out that our Doordash merchant account had been hacked, and we noticed that our banking information was not ours and had been changed an email was added that did not belong to us. We have contacted DoorDash multiple times since then and we have not been paid of our business sells since March 7, 2025, because the deposits have been going to a different banking account. At this very moment the banking account that does not belong to us is still on our DoorDash Merchant account. It is very frustrating that DoorDash has not been able to resolved this issue or flag it. We have emailed proof of our business ownership and did everything they have requested. Its been a headache because its money that we need to pay bills, employees, etc We currently are estimating a loss of $6,500 or more. We want our money from our sells and have the banking account remove asap!

  

  Business Response

  Date: 04/21/2025

  Hi *********, 
  
  Thank you for contacting DoorDash BBB Support. We sincerely apologize for any poor experience while trying to resolve this matter. 
  
  We would be happy to look into this for you. Please provide us with the following so we can look into your account: 
  
  Store ID: 
  
  Decision-Maker Email Address: 
  
  Decision-Maker Phone Number: 
  
  Information about the issue you are experiencing: 
  
  We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact DoorDash Support so we may assist you. 
  
  Best, 
  
  DoorDash BBB Support 

• Initial Complaint

  Date:04/17/2025

  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.

  I contacted Door dash about a charge that was made on my account and they still have not send me my money back onto my card for *****. They keep saying that the charge was correct and that it wasnt an invalid charge when it was. I want my money back. Onto my card by next week. Door dash charged me for something I did not order.

  

  Business Response

  Date: 04/21/2025

  Hi *******,
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your experience using our service was less than perfect.
  
  We would be happy to look into this for you. We couldn't find a charge on your account with the information provided. For us to better assist you and check our internal platform for an active benefit, please provide the following:
  
  Last 4 of Visa
  
  Exp Date
  
  Zip Code
  
  Name of Merchant 
  
  Screenshot of the charge in question
  
  Please Note: We will need all of the above details to investigate the issue.
  
  We appreciate your continued support and patience as we look into innovative ways to improve our service.
  
  Best,
  
  DoorDash BBB Support

• Initial Complaint

  Date:04/17/2025

  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.

  I attempted to make a purchase on the DoorDash app and was offered a discount if I applied for the dash pass. I attempted to apply for the dash pass for 4.99 for two months with a discount on my first order with the dash pass and was not able. I was able to purchase the food at full price but not the dash pass. I tried to contact the company by phone and was told there is nothing wrong with my account. I was given a case number and they keep sending me emails but nothing is being done. No other recompense is being offered either. Bottom line, they advertised false information and are not doing anything to remedy the issue. Theyd rather Id pay full price and Im confused as to why they would offer this dash pass at 4.99 for two months with a discount if they refuse to honor this and can get away with it.

  

  Business Response

  Date: 04/23/2025

  Hello,
  
  Thank you for your response and for bringing these concerns to our attention. I am deeply sorry for the poor customer service you experienced when trying to resolve the delivery options on your account. This is not the level of service we strive to provide, and I apologize for the frustration and inconvenience it caused.

  In review, we identified an error that caused you to be offered the DashPass promotion. We apologize for any frustration and confustion this has caused, however, have added $30.00 DoorDash credit to your account for the inconvenience. 
  
  Your feedback is incredibly valuable, and we are committed to improving our support team's performance. We will be addressing these issues with our team to ensure they receive the necessary training to better assist our customers in the future. We appreciate your loyalty and your patience, and we regret that your recent experiences have been unsatisfactory.
  
  If you have any further questions or concerns, please do not hesitate to reach out.
  
  Best regards,
  DoorDash BBB Support
  

  
  

• Initial Complaint

  Date:04/17/2025

  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.

  I had ordered a pizza and when it came it was cold and the toppings felt expired but I was hungry so I still ate it but I started feeling and had to go to the hospital and when I asked them for a refund they refused and I even showed them my hospital bill.

  

  Business Response

  Date: 04/21/2025

  Hi Brayan, 
  
  Thank you for reaching out. 
  
  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 review requests on a case-by-case basis and for this particular order, we are unable to provide compensation due to DoorDashs policy. 
  
  We encourage customers to report any issues with their orders as soon as possible to help ensure a timely and effective resolution.
  
  For the best results, please try to report any problems within a few days of the delivery.
  
  We appreciate your continued support and patience as we look into innovative ways to improve our service. 
  
  Best,
  DoorDash BBB Support

• Initial Complaint

  Date:04/17/2025

  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.

  Placed an online order on April 15, 2025. Upon arrival the merchant notified me that they do not carry the products so I left without any products. Upon contacting DoorDash, they only refunded $81.50 yet the order was for $240. DoorDash is keeping the difference. It appears this may be fraud and theft by DoorDash.

  

  Business Response

  Date: 04/21/2025

  Hi, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect. 
  
  We have issued a refund of the remaining $158.70.  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. 
  
  To avoid any confusion, for future reference, here is our Consumer Terms of Service if you wish to review again the terms to which you agreed when signing up for your DoorDash account. 

  ****************************************************************************************
  
  We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact DoorDash Support so we may assist you. 
  
  Best, 
  DoorDash BBB Support

  
  

• Initial Complaint

  Date:04/17/2025

  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.

  The business refuses to refund money to the clientele when their drivers dont deliver the orders. If a driver attempts to contact and then decides to leave the food somewhere else and claim to have delivered it, Door Dash refuses to refund you your money because the driver made an attempt to reach you. This is blatant theft.

  

  Business Response

  Date: 04/21/2025

  Hi, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect. 
  
  We have issued a refund of $22.00.  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. 
  
  To avoid any confusion, for future reference, here is our Consumer Terms of Service if you wish to review again the terms to which you agreed when signing up for your DoorDash account. 

  ****************************************************************************************
  
  We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact DoorDash Support so we may assist you. 
  
  Best, 
  DoorDash BBB Support

  
  

• Initial Complaint

  Date:04/17/2025

  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.

  On 4/16/25 at 4:18pm, I made an order via DoorDash to ************** Restaurant. The order, however, was cancelled approximately an hour later; I did not cancel, and the cancellation notice came through the DoorDash app. I did not, however, receive a cancellation email, nor did I receive any notice of refund/credits. For that reason, I reached out to DoorDash customerservice through the app. After 45 minutes and dozens of messages, their support claimed they could not find the order, and therefore I should reach out to my bank. To be clear: I could no longer see the order in my account. Nevertheless, I provided thesupport a screenshot of my cancellation notice as evidenced here:*********************************************************************************. I also provided a screenshot of the charge to mycredit card. DoorDash refused to resolve the issue and instead said to contact my bank. In summary, DoorDash charged me, cancelled an order, refused to provide a refund/credit for thecancelled order, despite me providing screenshots and evidence of the cancellation and transaction. The total was $25.12. I spent over an hour via customer chat and customer call. This was an absurd experience. I'm a loyal customer, using ********************** every day, and was treated terribly.

  

  Business Response

  Date: 04/21/2025

  Hi, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect. 
  
  We have issued a refund of $25.12.  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. 
  
  To avoid any confusion, for future reference, here is our Consumer Terms of Service if you wish to review again the terms to which you agreed when signing up for your DoorDash account. 

  ****************************************************************************************
  
  We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact DoorDash Support so we may assist you. 
  
  Best, 
  DoorDash BBB Support

  
  

  Customer Answer

  Date: 04/22/2025

  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:04/16/2025

  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.

  Driver sent picture of porch and shows no food. Tried to contact the driver multiple times. Supposedly doesn't speak English. I have had numerous problems with my orders from ********* on Center place in *************************************

  

  Business Response

  Date: 04/21/2025

  Hi ****, 
  
  Thank you for contacting DoorDash BBB Support. We sincerely apologize for the experience you had while using our service. 
  
  We certainly understand your frustration in this situation. In the case of this order, the payment was made directly to the Merchant while using their app or website and made payable directly to the Merchant which only utilized a DoorDash driver to fulfill the delivery. They will need to initiate the refund. We can work directly with the Merchant to issue this refund to you, however there is no ETA on when we will be able to get the refund to you.
  
  If you would like for us to provide DoorDash credits to the account using the ********************** platform please provide us with the email for the account or if you would like a DoorDash gift card in replacement of a refund from ********* we would be happy to do so. Please reply to this claim and let us know which option you would prefer.
  
  Again we apologize for any inconvenience this may have caused. And we hope this information was helpful. 
  
  We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact DoorDash Support so we may assist you. 
  
  Best, 
  
  DoorDash BBB Support