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

  901 Market St. Ste 600 San Francisco, CA 94103

  
• 

  DoorDash

  C-390 Osborne St Winnipeg, MB R3L 1Z9

• 

  DoorDash

  502 - 67 Mowat Ave Toronto, ON M6K 3E3

• 

  DoorDash

  439 University Ave, 5th Floor Toronto, ON M6K 1X9

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:02/07/2024

  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 believe this company is scamming its customers. I recently ordered a delivery that never came so I canceled it, received a full refund and then tried to reorder. DoorDash still could not deliver so I had to order through another company. Once the other company confirmed my order I tried to cancel with DoorDash. This time they did not give me a full refund. The reason being the vendor completed my order but they still had not confirmed a delivery driver. Why would they confirm the order with the restaurant before booking a driver? Its a small amount of money so Im not concerned about the refund but this is extremely unethical and should not be allowed as a business practice.

  

  Business Response

  Date: 02/19/2024

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

  We can confirm the orders placed on 2/07/24 for ********** (14285-104TH & REDWOOD) was refunded $21.59 and *****'s (11607)
  for $20.07. 

  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:02/07/2024

  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.

  While placing an online delivery order, I noticed that it was impossible to complete the order without also purchasing the dash pass monthly subscription. They made it appear as though you could place the order and disable the subscription, but whenever I disabled the subscription option my order would not go through. The button to place the order normally does not function, and this appears to be done on purpose as a way to trick/force people into buying an extra service that isnt required. I tried restarting the app, replacing the order, changing to a different connection, and nothing worked. The button for continuing without subscription does not work, and the only way you can place the order is by signing up for the subscription. Its made to appear you have a choice, but one option seems intentionally broken in order to trick you into buying a more expensive subscription. Not to mention they have the subscription purchase sneakily added by default without making it clear you are about to purchase it, and many people will likely buy it on accident. Just to see if I was right, I pressed the dashpash subscription button and the order went through instantly. The non subscription button was pressed many times before that, but it did not work.

  

  Business Response

  Date: 02/19/2024

  Hi *******, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your experience with our platform was less than perfect. 
  
  Please note we have escalated this issue internally for thorough review and you will receive information again soon regarding an update and/or next steps. The reference number where you should be receiving information should be *********. You are welcome to reopen this complaint if you have any other information to add in the meantime. We appreciate your patience while we work on resolving this issue for you. 
  
  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:02/07/2024

  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 food and it was delivered to the wrong location. I attached the picture of my door that was delivered correctly earlier that same day. And the delivery in question that was delivered to the wrong place. I am not sure where it was delivered to and I was not going to go **** it down. I asked for a refund and they denied my request even though you can clearly see that is not my door in the picture.

  

  Business Response

  Date: 02/19/2024

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

  We processed a total of $29.96 credits back to your account. Based on the delivery instructions the only distinguishing note was "Apt M", the photo you provided and the photo the Dasher provide both look to be similar locations as there is a unit M in each photo. To avoid similar situations in the future we recommend adding detailed delivery instructions.  

  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: 02/19/2024

  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,
  
  *************************

• Initial Complaint

  Date:02/07/2024

  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 have a severe allergy to sesame and the restaurant called me to say I needed to cancel it due to this. However, DoorDash only refunded me like 17 of a 70 dollar order. The order was never made by the restaurant, we were never assigned a driver and we never received the order. When I attempted to contact customer support the stated i understand I wish I could have done it for you but unfortunately my hands are tied up with the company policy. Otherwise I would never have a second thought of changing the policy considering your tremendous efforts on this.. Im requesting this be reviewed-If this is the door dash policy not to refund in full for those like me with severe allergies -there is a real issue here. Honestly, if the restaurant wouldnt have read my instructions and called to request it be canceled on acct of the allergy I could have died. Im again requesting my full refund-not a credit, but a refund.Thank you in advance.

  

  Business Response

  Date: 02/17/2024

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

  In the review of your order, we can confirm that your compensation request was denied because the menu items clearly displayed that they would include a 'sesame sauce'.

  Although this oversight is understandable, it is not our policy to refund for this reason. We do appreciate your patience and understanding, however, and have issued a full refund as a onetime courtesy. We issued a refund to your account for the amount of $53.95. 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. 
  
  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: 02/17/2024

  DoorDash and Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and i will accept the refund.  However, I would like to correct DoorDashs response in that ONLY the *** *** noodles included sesame in the description and that this item was ordered for someone else.  The other items did NOT include sesame in the description and those were the items ordered to partake in by myself.  It is why after canceling the large order we then placed an order for *** *** noodles only for the other person.

  Thank you for the refund.  I hope DoorDash considers requiring all restaurants to list ingredients.

   

  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/07/2024

  Type:Billing 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.

  The last 4 digits of the **** 1s 2157, exp. date 11/25, ************** Transaction date: 2/5/2024 I did not sign up for any service from this business There is a fraudulent charge of $9.99 that I did not initiate or authorize.I contacted Doordash, but they said that they do not see any record of the charge.I do not have an account with **********************.

  

  Business Response

  Date: 02/19/2024

  Hi ******, 
  
  Thank you for reaching out to DoorDash BBB Support. We understand the importance of resolving your concern and we will work quickly to help resolve this issue. 

  We located the subscription that was associated with account ************************ & ***************. The account was on a monthly subscription from Nov 4, 2022 to Feb 19, ****. We canceled the subscription and refunded for ******* and February ****. In the future we recommend checking all accounts on file to verify the payment. If the account is not yours, we recommend contacting your bank for a new card. 
  
  We thank you for taking the time to provide feedback about your delivery experience. If you have any additional questions or concerns, please contact DoorDash Support so we may assist you. 
  
  Best, 
  DoorDash BBB Support 

  Customer Answer

  Date: 02/19/2024

  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,
  
  *************************

• Initial Complaint

  Date:02/07/2024

  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.

  I placed an order from Target but the dasher showed up with not one item that I ordered so I did not except it because that was not my order. DoorDash refuse to give me any of my money back charging me for an order that I did not receive at all. Not one item.

  

  Business Response

  Date: 02/19/2024

  Hi ********, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect. 
  
  We can confirm you were credited $33.09 for the order placed on February 4th at Target. 
  
  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:02/07/2024

  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.

  On February 6th, I did not receive my regularly scheduled deposit. When I call, they tell me its due to the fact that I received big amounts of tip. This is not right. I have a right to be paid what I rightfully earned. My pay is not contingent on the amount of tip I receive. I need this to be resolved ASAP.

  

  Business Response

  Date: 02/19/2024

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

  We can see a payout of $90.01 was deposited February 13th for orders completed between Fed 5th -Feb 11th, during that timeframe a total of 12 deliveries were completed. You can view all this information on your Dasher App, if you have questions you can view Dasher App Overview.

  For more information on Dasher Pay please see How Dasher Pay Works. 

  We are always trying to improve the dashing experience, so any insight, observation, or experience about the Dasher app - or anything you encounter while dashing - is vital for us to know. Rest assured, we have noted your feedback for the relevant teams here at DoorDash. We review Dasher feedback regularly as we continue to improve the Dasher app and overall dashing experience. 
  
  We appreciate your continued support and patience as we look into innovative ways to improve our service. 
  
  Best, 
  DoorDash BBB Support
  
  

• Initial Complaint

  Date:02/07/2024

  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.

  I placed an order for flowers for my mother who just got out of the hospital on 02/05. The dasher LITERALLY left the order at the wrong porch . And when I attempted to call AND text the dasher to let them know, I got no response. I reached out to customer service immediately to see if they could try and catch the dasher and the first rep placed me on hold then hung up on me. I called back and the second rep told me theres nothing they can do, stated she was going to look into the order hung up on me and then denied my refund request as soon as the call hung up. Then the next rep stated they ESCALATED to a SPECIALIZED team and that it would take ***** hours for them to reach out (which nobody did, I had to call back). She asked me to provide photo proof of where the dasher left the order. I sent a picture of what MY PORCH looks like, the screenshots of me telling the dasher it was the WRONG PORCH , and I also sent the photo that the dasher sent me, WHICH WAS THE WRONG PORCH. I just spoke with DoorDash a few minutes ago, and the rep stated verbatim youre not eligible for a refund. The specialized team cannot provide a refund either I then asked why they could not refund me if the DASHER LEFT MY ORDER ON THE WRONG PORCH AND NEVER ANSWERED WHEN I TRIED CALLING/TEXTING, and she literally said theres no reason given. I can submit another appeal, thats all I dont understand how DoorDash just steals money from people like this. I want my money refunded. Looks like Im not the only one they have done this to. This is very shady what they are doing to people.

  

  Business Response

  Date: 02/16/2024

  
  
  Hi Oui,  
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect. 
  
  We sincerely apologize for the issue with your order and have applied $30.00 in DoorDash credits to your account. These credits are available immediately and will automatically be applied towards your next order.
  
  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:02/07/2024

  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've been unable to order anything due to the "wrong payment" but I know for a fact that all my information is correct. I've spoken to customer service multiple times and they continue to give me the same information which has no resolution. I've even had to deal with canceling my DashPass and still being charged for it.

  

  Business Response

  Date: 02/16/2024

  Hi Jasmine, 
  
  Thank you for contacting DoorDash BBB Support.
  
  Our records show that you have successfully made several orders, with the most recent one placed on February 14, ****. If you continue to experience issues, please attempt the following troubleshooting steps.
  

  Check to make sure that the credit card number, expiration date, and security code were entered correctly. Any mismatch could cause the order to fail.
  If you have recently moved, make sure that the billing zip code associated with the credit card matches with what you have entered. If the billing zip code does not match with the credit card, the order will fail to process. Or you can try your order again later with the same credit card. If the above tips did not work work, we recommend removing and re-adding the same card used on the order to help troubleshoot this issue.

  After completing these steps, try placing your order again. If youre still having issues after attempting the troubleshooting, we recommend you contact your financial institution for assistance.

  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:02/07/2024

  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.

  I placed two orders on Doordash but only received one. I contacted the driver immediately but she told me that Popeyes (the merchant that my order was from) kept telling her to let me contact Doordash. I requested a refund for another one on Doordash but got declined. The customer service is not helping at all. They said they would do an investigation but they did not.

  

  Business Response

  Date: 02/16/2024

  Hi ****, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect. 
  
  We have processed a total of $15.21 credits and sent a confirmation email . This amount is aligned with the details of your order.
  
  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