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Hi all,
I had an experience today that I wanted to rant about here.
I’ve been buying 20% off DoorDash gift cards from Costco and using them for Costco orders. In the last 18 months, I’ve placed more than 40 orders and spent over $5,000. The service has been a bit hit and miss. Sometimes an item is missing, or something arrives with an issue, but DoorDash has always responded quickly and fairly until today.
Today I placed an order for $150. It took the Dasher two hours from when shopping was completed to delivery. When it arrived, 2 out of 3 bottles of milk were missing, 2 out of 3 trays of eggs were missing, and the salmon was already warm after being left at room temperature for more than two hours.
The Dasher said she had mixed up my order with someone else’s and asked me to contact DoorDash for a solution. She also asked me to provide the confirmation code. As my experience with DoorDash had always been okay in the past, I took photos of the delivery, the food, her car and the box, then gave her the code.
I then immediately used the help button in the app to raise the issue, submitted photos, and requested a partial refund. Five minutes later, it was declined. I raised a follow-up request, and it was instantly declined again.
I called customer service, and the staff member told me, “Yes, we acknowledge the issue and apologise for it, but there is nothing I can do on my end. I’m sorry.”
I was shocked and asked, “What do you mean there’s nothing you can do? You didn’t deliver what I ordered. Four items are missing in total, and I have photo evidence.”
She said she understood and apologised, but based on my account details and other factors, there was nothing they could do on their end. I asked to escalate it to a supervisor, but no one was available, and I was told someone would contact me within 24 hours.
In the next two hours, I received two emails saying:
“Hi xxxxx,
Thank you for contacting DoorDash.
We’re sorry your experience wasn’t what you expected. We’re always trying to improve, and appreciate you escalating this issue.
Unfortunately, after reviewing your case, we can’t approve your refund request due to our Compensation Guidelines.
You can review section 12(c)(i) for more information.”
I read section 12(c)(i), and it does not even seem to apply to Australian consumers. I also could not see anything in the relevant section that justifies why this cannot be refunded.
I’m very disappointed with this experience with DoorDash. I’m trying to contact Costco for support and planning to escalate to the ACCC if needed.
Has anyone experienced something similar? Are there any other ways I can escalate this, or a better way to approach it?
Many thanks!!
This thread convinces me to stick to doing my own shopping.