DoorDash Dasher Support

Somehow I ended up ordering two duplicate orders on DoorDash. I didn't even notice until the Indian restaurant I called from, called me to double-check. It looked as if my order didn't process so I ordered a second time, but apparently it had. The restaurant told me that I had to call DoorDash because once they accept the order, they can't cancel it which seems like a silly system. Regardless, I couldn't possibly eat eight curries nor did I want to pay for them, so I called DoorDash to have them cancel out one order. 

I expect that DoorDash gets pretty busy on a Friday night, so I really didn't know what to expect. The phone call was surprisingly short and the wait wasn't too bad, but the voice automated assistant that takes the details before sending you to a customer service agent could use a little help. It took me some time to get to an agent to tell them my problem, and I was redirected a bit in the process. It still only took me about three minutes to get to an agent, so overall I can't complain too much. 

When I called, an automated voice greeted me by saying, "Thank you for calling DoorDash. To continue in English press 1." I pressed one, and then it said, "I noticed you have a customer account with DoorDash. Are you calling in as a customer?" I said yes again, and then it responded back promptly, "Got it. Thank you for confirming. If you would like to report a safety issue, please press 9. Otherwise please stay on the line. If you are calling about a health, safety, or legal concern, press 9 now." After a brief pause, it said, "Now how can I help you? To ensure that you get the right person to help, you can say things like DashPass, order status, or my order was canceled."

This is where it got tricky because it didn't seem to understand me. I said, "Duplicate order," and it said, "I understand that you are calling about some suspicious account activity, is that correct?" I said "no," and then I tried again, and it said, "I understand that your Dasher never arrived, or you never received your order, is that correct?" I tried to say, "I placed a duplicate order," this time and it asked me again about suspicious behavior. This time I just said yes because I figured once I got to someone then I could correct them. I was tired of fighting with the system. 

It then gave me a privacy lecture and took me to an upbeat hold line. It was almost too upbeat and a bit annoying, but luckily it was only a minute before I got to talk to someone who had to transfer me but it was still a quick response time.