Good afternoon, DoorDash,**No, I did not want to talk to customer service on the phone (again). **I did not really want to fill out the “Get Human” form on your site that states “we are not affiliated with DoorDash in any way,” which sounds to me like a way for DoorDash to avoid hearing me out. My email bounced back, leaving me no choice but to do it your way.**I wanted to directly put my case in front of DoorDash management (maybe I’m na*ve to think this email will really reach anyone who cares). **I wanted to let you know about my very bad experience today. Sure, everyone can have a bad day, a misstep. But this experience was like a totally unfunny comedy of errors. All I wanted to do was have lunch delivered to my office. It wasn’t even a great, big order* there were no special or unusual requests. Just a regular order from a restaurant that a colleague and I were curious to try, and because we were too busy to go pick something up. A restaurant recommended on your website, the first restaurant on the list under the Asian and Thai category.**My very bad experience didn’t start off bad. I placed my DoorDash order with Opart Thai House. It wasn’t long before I got a text that Dasher* had picked up the order and was on the way. Sounds good, we’re hungry!**But, after that comes a whip-lash inducing chain of events that ultimately resulted in NO FOOD. **You can look up my phone number ***-***-**** and get the mind-numbing deets, but basically the star players in this bad comedy are Sophia from DoorDash and Rush the manager at Opart Thai. The supporting characters are Martell (Dasher*), and Erica (Dasher*) who is mentioned by name but never seen. Sophia, who, to be fair, was always polite throughout all our conversations, provided head-scratching, contradictory information and ultimately an unsatisfactory resolution. **In short, Dasher* is on the way with the food, but has an emergency and cannot complete the delivery (stuff happens, I understand). But then DoorDash cancels the order* because I don’t want a cancellation, I want the food, I call customer service to re-order. After speaking with an associate (not Sophia), all seems fine, and Dasher* (Erica) is supposedly on the way. But maybe not. Here’s where it gets tricky. Sophia calls right after we were told Dasher* will fulfill the order to let me know order* is also canceled, because well, the restaurant has refused to make a second order because they didn’t get paid for the first order (huh? My credit card was charged, how could they not be paid?). Sophia says the restaurant manager was very rude to her. Ok, I sympathize, but not really my problem, I want my food. Sophia confuses me even more when she says she hopes when Erica (who is unaware the order is canceled) gets to the restaurant, they will make the order after all. “Hopes?” I ask to speak to Sophia’s supervisor and she tells me none are available. I insist on the name of her supervisor, which she says is Salvador, but he’s not available. I tell Sophia I’ll take the refund back to my credit card (unbelievably she also offered me DoorDash points or something instead of a refund). I finally call the restaurant directly and sure enough, Rush, the manager got very snippy with me. He still refused to do order* because he didn’t get paid for order*. We can’t order delivery directly from him because our office is out of his delivery zone and he gives me the number for another Opart. At this point, I have no intention of ordering from any Oparts and was certainly not going to look for another restaurant on DoorDash. **What if this had been a client, not a co-worker I was depending on DoorDash to deliver our meal? You’ve heard of clients, right? You have an agreement with them to provide a product or a service and in return they PAY you. It keeps your business in business. It keeps the economy growing. Well, I’m your client and you did not deliver the goods. I’m really disappointed. Of course, Sophia offered a refund, which okay, sure, give me a refund for something that never materialized. All I lost was a lot of time. **So how to satisfy hungry office workers who have to get back to work after wasting valuable time on the phone with clueless customer service reps and rude restaurant managers? Answer: try another restaurant! But this time use Grubhub. Kudos to Grubhub for giving their client (me) exactly what I wanted. I order, I pay, they bring. **I’ve used DoorDash a lot from home in the ‘burbs and they’ve been consistently reliable. But I feel like re-thinking my use of your “service” after this *****-up.**What do I want? I’ve got my refund. Well, I can only “hope” I get it because Sophia says it’ll take *-* business days to show up. I guess, as a regular client who held up his end of the deal, I just want to be heard. **Kevin Dowell
GetHuman3970187 did not yet indicate what DoorDash should do to make this right.