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.
6,679 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:12/07/2024
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.
Date of the transaction - 12-7-2024 The amount of money you paid the business - $16.41 What the business committed to provide you - Grocery delivery What the nature of the dispute is - Doordash has been bugged out all day. The order wasn't there, claims it was, tried to cancel this order. Didn't get any of the items. I want a FULL refund on this Dollar General order.Whether or not the business has tried to resolve the problem - No, not at all. The whole system is acting weird. It says mine is being "reviewed for a refund" while it's showing I got a 2 dollar refund on a $16.41 order. That's not even remotely fair. I want a full refund Account/order/tracking number - *************************************** is the name the account is under.
Business Response
Date: 12/10/2024
Hello,

Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect.

Unfortunately, we cannot approve your request due to DoorDash policy.

Based on our Terms and Conditions DoorDash is not obligated to provide refunds or credits but may grant them on a case-by-case basis. This policy is indicated in Section 12, paragraph C, and can be located at the link below.

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

Best,
DoorDash BBB Support

Customer Answer
Date: 12/14/2024

Complaint: 22654988

I am rejecting this response because: YOUR app was bugging out profusely that day. I could not cancel my order. I didn't even GET my order. I'm being REFUSED a refund. Do I have to take legal action over a tiny amount of money? Because I will. I'm not going to be rejected for something that is ENTIRELY not my fault. The app was going down all day that day and messing up for everyone. I couldn't even message the dasher or track order progress. This is NOT okay and I want my money back, I will NOT take NO for an answer. I don't get why your customers have to pay for your mistakes. I will not accept no for an answer so you can give me that generic response all you want, I'm not backing down.

Sincerely,

***** *****
Business Response
Date: 12/16/2024
Hello,

We understand that you had a disappointing experience using our service. We know how frustrating this can be, but we based our decision on a comprehensive analysis of all relevant factors, including the full details of the order, the details of your refund request, and your overall account history.

Based on our Terms and Conditions DoorDash is not obligated to provide refunds or credits but may grant them on a case-by-case basis. Our Terms and Conditions which go into more detail on our refund policy have been linked below. It is indicated in Section 12, paragraph C that DoorDash has no obligation to provide refunds or credits but may grant them, in each case in DoorDashs sole discretion.

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

We recognize that you may be disappointed by this outcome. While we cannot fulfill your request at this time, please rest assured that we'll continue to work to improve our process so you have a great experience moving forward.

Best,
DoorDash BBB Support

Customer Answer
Date: 12/16/2024

Complaint: 22654988

I am rejecting this response because: I AM NOT ACCEPTING ANY RESPONSE OR ANYTHING ELSE BUT A REFUND. END OF STORY. ENOUGH WITH THE GENERIC RESPONSES.

Sincerely,

***** *****
Initial Complaint
Date:12/07/2024
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.
We purchased the annual pass for DoorDash 7 days ago. We have attempted to use the service 3 seperate times in the past week. All orders have had issues. The first two orders were missing parts of the order, we were refunded for the missing items. With our third order, today, the establishment said that Doordash had not paid them and they were not going to make the food until it was paid for. I understand that, but during that time at least 3 people if not more attempted to pick up the order that was not going to be made while I waited on hold with doordash customer support. I could not cancel the order on my end, if I did I would not be refunded. Payment showed going through on my end via ******. Due to three issues in 7 days I asked to have my annual pass refunded. It was obvious to us that this was not going to work for our household in our area. Doordash first said it had been more than 7 days since our dash pass started and we could not be refunded, when pointed out that it was day 7, we were told that we had used the benefits twice, no delivery fee, no service fee, so they were unable to offer any refunds. I offered to pay the service fee and delivery fee for the two orders and asked to be refunded the remainder of the $96, but was told that was not an option either and we will have dash pass service until the end of December 2025. This does not seem fair. I offered to pay the difference. I know I won't get any money back, but want others to know.
Business Response
Date: 12/10/2024
Hello,

Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect.
We genuinely regret any inconvenience this has caused and appreciate your patience while you have sought a resolution. In review of your recent interactions with our support team and the trouble you've encountered with your recent orders we would like to offer our sincere apologies. However, your ******** membership is ineligible for refund at this time.

Thank you for sharing your feedback about your delivery experience. If you have any further questions or concerns, please don't hesitate to reach out to DoorDash Support. We're here to help!

Best,
DoorDash BBB Support
Initial Complaint
Date:12/07/2024
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 placed an order for delivery in an estimated ***** minutes. Upon paying for the order, the *** changed to ***** minutes. I was not able to cancel my order for a full refund because the restaurant had confirmed the order. I contacted support and was told there were no drivers in the area. I explained I would not have placed the order if it was going to take an hour. I was not allowed to cancel the order. The representative ended the chat without any resolution. Now the order has been delayed an additional 20 minutes and I still cannot cancel. The food will be prepared and sitting out for over an hour. This is is absolutely ridiculous
Business Response
Date: 12/10/2024
Hi ********,

Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect.

We issued compensation to your account in the amount of $25.73. This amount is aligned with the details of your order. You should expect to receive this amount back to your original form of payment within 5-7 business days.

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
Initial Complaint
Date:12/07/2024
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.
I am writing to express my disappointment with a recent order I placed on 12/6/24 (Order Total: $34.89). The order included three items, but I only received one. Despite reporting the issue, my refund request was denied, which I find unacceptable given the circumstances.I expect better service and accountability. Please review this situation promptly and issue a refund for the missing items.
Business Response
Date: 12/10/2024
Hi Kev,

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 order, 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

Customer Answer
Date: 12/10/2024

Dear doordash Support

I am writing to express my disappointment with my recent order placed on 12/6/24 (Order Total: $34.89). The order included three items, but I only received one. I reported the issue, but my refund request was denied, which I find unacceptable given the circumstances.

I expect better service and accountability. Please review this situation promptly and issue a refund for the missing items.

Thank you,
Kev Lu

Business Response
Date: 12/12/2024
Hi Kev,

Thank you for reaching out to DoorDash BBB Support. We really appreciate your patience as we looked into this.

At this time, due to the details that have been reviewed along with the information we gathered in our system, we're currently unable to extend compensation. We still encourage you to report issues like this in the future so we can work to prevent these issues from happening.

We want you to know we take your feedback seriously. We have reported this incident to the appropriate parties to avoid this type of order issue in the future.

Thank you, again, for reaching out and reporting this concern.

Best,
DoorDash BBB Support

Customer Answer
Date: 12/12/2024

Complaint: 22654373

I am rejecting this response because:

Sincerely,

***** **
Initial Complaint
Date:12/07/2024
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.
I am writing to express my disappointment with a recent order I placed on 12/6/24 (Order Total: $34.89). The order included three items, but I only received one. Despite reporting the issue, my refund request was denied, which I find unacceptable given the circumstances.I expect better service and accountability. Please review this situation promptly and issue a refund for the missing items.
Business Response
Date: 12/11/2024
Hi Kev,

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 order, 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:12/07/2024
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.
We was not paid for a return order spoke to SEVERAL AGENTS W/O IT BEING RESOLVED.
Business Response
Date: 12/10/2024
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 the order(s) with the information provided. For each occurrence you are reaching out regarding, please provide the following:

Name of the merchant
The date of the order
The total charge
The order issues you experienced
The email address used to place the order

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:12/07/2024
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 November 15, 2024 I received a $100 gift card to DoorDash. I have only used DoorDash once before a long time ago and so decided I would go ahead and use the money for an order. On November 30th 2024. I placed my order via DoorDash. The order was canceled by Doordash because The item was not in stock. The following day, I placed the same order and scheduled the delivery for 7 PM the following day. On Tuesday I realize that I wanted my order earlier and so I tried to reschedule the order which is an option on the DoorDash app. The app would not allow me to reschedule so I reached out to customer service and they said I could not reschedule I had to cancel and replace my order. Thats what I did. I canceled that order intending to place a new order for the same product at the same store and use my $100 gift card. A few hours later, I received an email from DoorDash saying that I violated their terms of service and they were closing my account permanently. They stole the $100 gift card given to me due to no fault of my own. I followed the rules, and I followed what their representatives told me. After many phone calls and countless talks with them they said they will not be reinstating my account. Not only did they steal my $100 gift card. They also charge my credit card for the balance that the gift card did not cover, which was $262.36. That transaction went through and now I had to go through my credit card company to file a complaint to get my money back. The money is still not back in my account. This is absolute theft. I want my $262.36 back on my account and I want my ******************************* gift card. If theyre not allowing me to use their app thats totally fine. I dont even want to use them anymore but I want my hundred dollar gift card back or given back to the individual who purchased it and gifted it to me.
Business Response
Date: 12/11/2024
Hi *****,

Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect.

The account has been reactivated. Doordash credits worth $95.73 and a full refund of $262.36 have been issued back to the original form of payment for the canceled order. 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:12/07/2024
Type:Billing 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.
account ********************** closed for no reason and they're stealing my $200 balance. Account closed after i redeemed my giftcard and they're defrauding my by closing it to keep the $200 full profit
Customer Answer
Date: 12/10/2024
Liam *******
Business Response
Date: 12/12/2024
Hello,

Thank you for contacting DoorDash BBB Support. We apologize for any poor experience while trying to resolve this matter.

Our specialized team reviews your appeals and makes decisions based on the terms & conditions you agreed to when creating your account on our platform. After looking into your account, our system shows your account has been ******************************** to account activity that violates this agreement. No specific information related to the reason for this deactivation will be provided at this time.
Additionally, I would like to reference Section 12(d) of our terms & conditions. Which state "Any credit issued by DoorDash under this Section 12(d) is valid for 6 months from the date of issue, except as otherwise stated in the promotional offer or to the extent prohibited under applicable law, and may not be redeemed for cash or cash equivalent; however, your credits may expire earlier if your account is deactivated or deleted. Upon expiration, credits will be removed from your account. Expired credits are no longer redeemable and cannot be used towards any order."
As such, no compensation will be issued for the credits that were previously redeemed on the now deactivated account. If you have any additional questions or concerns, please contact DoorDash Support so we may assist you.

Best,
DoorDash BBB Support

Customer Answer
Date: 12/12/2024

Complaint: 22653652

I am rejecting this response because:
Nothing was violated. Return my account and funds or im suing.
Sincerely,

Belv Elim
Business Response
Date: 12/14/2024
Hello,

Thank you for your response. We genuinely regret any inconvenience this has caused and appreciate your patience while you have sought a resolution. We hope this information is helpful. However, no further information regarding the matter will be provided at this time.
Thank you for sharing your feedback about your experience. If you have any further questions or concerns, please don't hesitate to reach out to DoorDash Support. We're here to help!
Best,
DoorDash BBB Support
Initial Complaint
Date:12/07/2024
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 took too long to assign a dasher to pick up my order. In the end the restaurant closed so I never got my order and they refused to refund my full amount. The thieves only have a partial refund for their failure to provide service! I contacted them through chat and they refused to return my money and kept trying to put words in my mouth saying “I wanted to cancel” when the restaurant closed and they didn’t even have a dasher assigned to get my food!
Business Response
Date: 12/11/2024
Hi Naudia,

Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect.

We issued compensation to your account in the amount of $15.83. This amount is aligned with the details of your order. You should expect to receive this amount back to your original form of payment within 5-7 business days.

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
Initial Complaint
Date:12/06/2024
Type:Delivery 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 have a problem every single time I order through DoorDash. I ordered some food and ice cream from *******. It took a while for a dasher to be assigned then do some reason they werent assigned anymore. I went through support to see if I was even going to receive my order. They finally found someone else to pick it up. So an hour later I got my food. Completely cold and the ice cream was just milk at this point. I contacted DoorDash and the gave me 3 dollars back. I want my money back!I cant where there is an order number but I ordered at 9:21pm from ********** ******* store in 06Dec24
Business Response
Date: 12/10/2024
Hi Kiresha,

Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect.

We issued compensation to your account in the amount of $19.86. This amount is aligned with the details of your order. You should expect to receive this amount back to your original form of payment within 5-7 business days.

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: 12/10/2024
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,

Kiresha ********

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