DoorDash Have Unconscionable Business Practices and Non-Existent Customer Service

LPrh on 26/04/2020 - 17:59

Over the one night, I had two orders cancelled: I'm now down almost $150. Rather than give me a credit so that I could re-use my food budget to re-order dinner, I 'chatted' with DD customer service and was advised that refunds take anywhere between 5-7 business days.

I now have no money to order dinner and must wait over a week potentially for a 'refund' (is it a refund when a store advertises a product and then cancels because the product is not in stock — surely, that's bait advertising and the customer's money should be returned immediately).

This has happened numerous times from DoorDash that I beginning to think it is a pattern and part of their business model.

Surely what DoorDash is doing cannot be legal?

Has anyone else had similar experiences and what is the appropriate remedy? (ACCC, local OFT, etc).

It is especially concerning that they are taking advantage of vulnerable consumers during this difficult period of COVID 19.

Please share any similar experiences below.

Thanks

Food & Grocery

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Comments

  • ozhunter on 26/04/2020 - 18:00
    +10

    Refunds not happening immediately isn't uncommon.

  • bdl on 26/04/2020 - 18:01
    +2

    I've never experienced this with them. Did you ask directly for DoorDash credit, or rather a refund to your original payment method?

  • Ughhh on 26/04/2020 - 18:06

    that refunds take anywhere between 5-7 business days.

    Same with a lot of companies, unless you go instore.

  • Alan Laz on 26/04/2020 - 18:09
    -8

    Another Trumpy USA company behaving badly. Who would have thought?

    My local-ish restaurant has now pivoted to quality take away. They really want you to pick up because the commission to these parasites is 30% +. So we pick up safely and deliver them a better outcome. The meal was outstanding.

    Even my local Kebab shop has stepped up, dumped the USA delivery sharks, dropped his prices and we are all smiling.

    Facebook once said - move fast/break things/ deal with the mess afterwards. (Paraphrased) That's how these Trump USA trash behave.

    • Skramit on 26/04/2020 - 18:13
      +1

      Okay you should have warned people before posting about your Trump Derangement Syndrome.

      How on Earth is doordash having a 5-7 day refund policy Trumps fault? You sound like CNN. Amusing but sad.

      • Kangal on 26/04/2020 - 21:46
        -3

        I second that emotion.
        Kind of surprised he got one +1 vote (lunchbox99), so maybe CNN is getting popular?

    • Jared17 on 27/04/2020 - 20:06

      Decoupling with trump is a must. But not until the trumptards follow their leaders advice on drinking bleach. Time to weed out the stupid and dangerous.

      • OBEY YOUR MASTERS on 28/04/2020 - 08:34

        You've been watching too much leftie media mate. It's hard on the brain. Just go cold turkey. Its the only way.

  • Ocker on 26/04/2020 - 18:11
    +26

    With two orders totally $150 if a person was "vulnerable" then perhaps they should look at alternative and cheaper was of eating.

    • Skramit on 26/04/2020 - 18:14

      First world problems are still valid on OzB :)

    • hmac on 26/04/2020 - 18:40
      +1

      I wouldn't be spending $75 on a normal basis either, let alone if I was vulnerable. It would be a lot less Like Dominos pizza for $5

  • jimbobaus on 26/04/2020 - 18:17
    +6

    One thing a lot of people do not realIse about door dash. Is in a lot of cases the venues are not actually signed up. When you place an order with door dash they send a driver to collect food that door dash has ordered and paid for on your behalf. The theory being that if they get enough orders they can convince the venue to take them on in place of Uber eats etc.
    a lot of venues refuse to accept door dash orders as they don’t have any control over the way things run or the level of service offered.

    • Ocker on 26/04/2020 - 18:24
      +2

      Interesting concept.
      Just checked pricing for Peking Duck at a place called "Grandma's Peking Duck" in Carnegie (Vic).
      For delivery by Door Dash the price is $49.80, for pick-up directly from the shop it is only $32.50.

  • holdenmg on 26/04/2020 - 18:21
    +1

    Hey Prh,
    Welcome and Congrats on your first post…

  • Flowerbomb on 26/04/2020 - 18:34
    +25

    If you’re really that Low on funds that you must wait on a refund to order your next meal, you shouldn’t be ordering this kind of premium takeaway.

    I don’t understand how others have money for meal delivery or expensive coffees, but don’t have emergency funds. Hate on me if you will. What happened to going to the supermarket and making meals from scratch? I did that when I was a poor uni student and am still doing it as a frugal working adult for most meals.

    • SnoozeAndLose on 26/04/2020 - 18:40

      $150 is not small amount for food especially if you only spend $20-$30 a meal.

      • Flowerbomb on 26/04/2020 - 23:02
        +1

        Still too much per meal if you don’t have $150 spare in your bank account. $20 can get you heaps of pasta, mince, tomatoes, rice. Many of my poor uni friends and I have survived $60-$100 per month for food, so it’s definitely do-able. Beggars can’t be choosers.

        I always recommend everyone to have 3 months to 12 months of expenses in your bank account for emergency funds.

        • SnoozeAndLose on 26/04/2020 - 23:09

          Sadly there are so many people living week to week in Australia, you can see so many people asking for rent reducing or stop paying rent thinking their landlord or government owned them.

          Sometimes even 3 months of expenses are easy said than done, especially if you have a young family.

          In OP case, $150 is lots of money to get on hold, surely OP is not 100% in the right but 1 week for refund is not normal. OP should have given credit to use right away if he chooses not to refund instead use the service again.

  • plmko on 26/04/2020 - 18:38
    +8

    You bought take away with your very last $150…

  • dylo on 26/04/2020 - 18:41

    I didn't have a refund issue but the 3 times I tried using it all the orders were cancelled prior to delivery (Melbourne CBD) so I just stick with Deliveroo/Uber Eats

  • Ocker on 26/04/2020 - 18:57
    +13

    With all due respect, I am sick and tired of these people that think the world owes them a living and blaming all of life's everyday hardships on the COVID-19.
    Stop whinging about how "tough" you are doing it and spare a thought for others that are more in need.
    p.s. they could probably feed themselves and family for a week (in a pinch) on the $150 you blew for 2 home delivery meals.

  • penguincat on 26/04/2020 - 19:06
    +2

    was advised that refunds take anywhere between 5-7 business days.

    It takes ~3 days per payment movement from customer to business or business to customer.
    Doordash or any business really aren't out to screw you, It's just how debit/credit cards transactions works.
    It wouldn't have mattered if you bought food or furniture.
    Run a business for a while and see how annoying debit/credit card transactions actually are. :)

    • ih8un on 26/04/2020 - 20:25

      Exactly! It's just how the "system" works. There's no conspiracy or 5G here, it's legitimately a technical limitation.

    • ensanguined on 27/04/2020 - 12:34
      -1

      Completely untrue. Wowsers!

  • MagicMushroom on 26/04/2020 - 19:35
    +2

    It is especially concerning that they are taking advantage of vulnerable consumers during this difficult period of COVID 19

    I'm sure they didn't expect the vulnerable consumer to spend the last $150 on 2 food orders

  • dcep on 26/04/2020 - 19:51
    +3

    Over the one night, I had two orders cancelled: I'm now down almost $150.
    I now have no money to order dinner
    they are taking advantage of vulnerable consumers
    Please share any similar experiences below. Thanks

    I heard DD is the only one cutting down their 30% charge to businesses orders

    Are you one of their competitor with bullshit story ? $150 one night 2 meals and now no money for dinner ?

    Try again.

    • Flowerbomb on 26/04/2020 - 23:11

      lol Exactly, this sounds like a competitor! Good spot!

  • iforgotmysocks on 26/04/2020 - 20:40

    Ok

  • Ughhh on 26/04/2020 - 21:11
    +1

    Spending the last $150 on a luxury sounds like Unconscionable Practice and duty of care to yourself.

  • [Deactivated] on 26/04/2020 - 21:33

    Do you have any proof of what your saying?

  • OBEY YOUR MASTERS on 27/04/2020 - 07:47

    If you only have $150 left are you spending it on fast food?

  • Kril51 on 27/04/2020 - 08:00

    The post itself is a bit controversial, but DoorDash service is a complete crap anyway.
    Tried to make an order during free delivery promo. Not delivered, support not replying. Luckily won't suffer too much from loosing money on couple of kebabs. When called directly to the shop to make the same order through their own delivery service - guy told that the first order was picked up by DD.

    So won't recommend them - quite possible that you won't see neither your money, nor your food.

  • Hardlyworkin on 27/04/2020 - 09:34
    +1

    Order directly, pick up and support small business. You get exercise and the small business gets all the profit.

  • ozbargainer888 on 27/04/2020 - 10:45

    I think that’s pretty standard in terms of refund time but I have had DoorDash cancel on me twice and both times I wasn’t contacted and when it wasn’t coming and status wasn’t changing I had to contact them.
    I’m certain they offered doordash credit first though because naturally they want to keep your money. And I think both times they gave me an extra $5 to get credit.

  • BadHorse on 27/04/2020 - 14:39

    Pretty sure they also knicked the GWS Giants logo

  • capslock janitor on 28/04/2020 - 13:16
    -1

    Bank transfer me your next $150 I'll get something for you, whaaddaya like?

  • ozbjunkie on 28/04/2020 - 23:56

    Door dash is trash dude. I've had food show up cold. I've had food get picked up, but the guy didn't confirm he had picked it up until he made another delivery or two and was on the way to my place. Food got collected (according to the app) when the guy was 2 blocks away from the restaurant.

    Last time I bothered to use door dash.

    What's wrong with uber eats? Or Menulog?

    • capslock janitor on 29/04/2020 - 22:27
      -1

      What's wrong with uber eats? Or Menulog?

      % fees?

      i heard only Doordash reduced their $% to their whole business model during this period

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