I have been using doordash 2ish times a week and have been a DoorDash Pass holder for over two years. They have recently changed their support service processes and the experience has put me off using DoorDash for life (I have cancelled my membership and would never use them again). I spent $108.55 on two vegetarian noodle dishes, one vegetarian pho, x2 spring rolls. The order arrived and the two noodle dishes were not vegetarian. I contacted the restaurant who confirmed they had made a mistake and to contact DoorDash. I contacted DoorDash support, attached photos of the two meat dishes and requested a refund for the two dishes ($50). I received an email an hour later saying they had refunded just $27.25 which had been issued as credits. I contacted DoorDash support again to request the refund for the full $50 as the two dishes were inedible (we are a household of vegetarians). They submitted an 'appeal' to the review and told me that I'd hear back within the hour. When I did not hear back I contacted support again who said the appeal had been 'denied' and that I needed more 'evidence' (I had already submitted a photo of the food, sent my receipt proving how much I paid, and the email from them stating that I'd received $27.25 of credits so I'm not sure what other 'evidence' I could possibly provide). After arguing via the app for a while about how I had been charged for a service that was not provided I called the service hotline. They told me they would 'appeal' the decision again (twice now) but that this time it would take 12 hours. I waited the 12 hours and still had not heard back. I contacted them a fourth time via the app and they said they would 'submit a review' and that I would hear back within the hour (I did not). At this stage, I submitted a formal complaint with the ACCC and Victorian Consumer Affairs (this is for DoorDash Australia). I contacted them a fifth time to let them know I had submitted a formal complaint and had cancelled my DoorDash pass membership (after two years of having it). Amazingly, I received 'credits' [not a refund] just a couple hours later. Honestly appalling service. To provide the wrong item, then not rectify it and to leave it to the customer to follow up time and time again and not doing anything until I let them know I have filed a formal complaint with the ACCC and Victorian Consumer Affairs is abhorrent. Making a consumer resolution process so difficult customers eventually give up is called strategic incompetence and DoorDash are exhibiting it at it's finest. If anyone has had a similar experience (which judging from these reviews seems people have) these are where I submitted formal complaints (with evidence of my original order, and DoorDash’s poor response). It took me about ten minutes:consumer.vic.gov.au/accc.gov.au/(Note: these are for Australia)
