To whom it may concern: I am writing this email about my experience with DoorDash.
My first negative experience was when I first started dashing. I took me THREE WEEKS to receive payment from DoorDash!
There was an error between the bank and DoorDash. DoorDash REPEATEDLY tried to direct deposit funds into my account using incorrect account information even AFTER I had verified this information thru the app!
DoorDash, of course blamed the bank and the bank responded back to me with DOCUMENTATION in writing that the error was DoorDash and NOT the bank!
DoorDash's customer service was totally useless, more on that in a little bit. My second concern with DoorDash is the improper payment of wages and working conditions.
There have been on-going issues with DoorDash and excessive wait times at merchant pick-up locations which creates late deliveries to which DoorDash responds by giving its drivers contract violations. EVERY TIME an issue occurs with excessive wait times; I contact DoorDash by phone and report the situation to them and EVERY TIME their response is "rest assured, you concern will be taken care of and it will not negatively impact your ratings", yet here I am with 4 contract violations!
There is an issue with DoorDash's GPS system incorrect pinning customer locations.
Example (one of MANY)
I had a customer that was located at 110 North Eagleville Rd In Storrs CT. The GPS pinned the drop off location as 82 North Eagleville Rd and I spend about 20 minutes going back and forth with the customer and driving around in circles trying to locate her. I was also on the phone with DoorDash customer service during this entire time! Finally, the DoorDash customer service representative advised me to leave the order at 82 North Eagleville Rd, take a photo of it and mark it as delivered!
I did not feel right about that, so used a secondary GPS and was able to locate and deliver their order (very late of course) two buildings down the road!
Of course, DoorDash customer service was useless
Yet another example:
Earlier today, I had a pick-up at Taco Bell in Willimantic CT. The was excessive wait time at the drive thru to pick up the order!
I had two orders for pick up. During my 50-minute wait, the customer contacted me about their order and stated they ordered at 12:30 am (it was now around 2:20 am)!
I finally got up to the window and was advised that one of orders had been stolen (picked up by another dasher and never delivered) and was handed the second order.
I pulled aside to confirm the order but was unable to do so. Without being able to confirm the order, I had not address information to deliver the order! I called DoorDash customer service and, once again, the were totally useless! The representative cancelled the order, advised me to dispose of the food, and hung up on me!
So... here it is, past 3:00 am and I am sitting in my vehicle with the customer's order, unable to deliver it! I did not feel right about this, contacted the customer, got the address, and delivered it him myself ON MY OWN time!
The customer finally received their order at 3:45 am! They ordered at 12:30 am! That is over 3 hours later!
In addition, the customer added a 15$ tip thru the app (which I have text confirmation of) and never received!
Also, to thank me, for going above and beyond by taking care of the customer ON MY OWN TIME, DoorDash gave me a CONTRACT VIOLATION! Here is my concern with this!
Aside from a customer receiving their order 4 hours later, DoorDash is (and there is no nice way to put this) ripping off their drivers!
I LOST money this morning!
DoorDash should be paying (with the hourly option) drivers from the time they hit "arrived at store" until the order is delivered, NOT from the time the order is confirmed as picked up and marked as delivered! I waited 50 minutes in line to pick up that order! I committed to the customer to deliver their order in a timely manner, not pass it off to another driver and delay it further! That is 50 minutes that I DID NOT get paid properly for! That is FREE LABOR for DoorDash!
I reached out to my state AG's office an hour ago and they advised me to file a complaint against DoorDash for improper payment of wages and consider taking legal action. Finally, I have an issue with DoorDash outsourcing all their customer service calls to call centers overseas and using representatives that are working from pre-written scripts with NO authority to correct or appropriately address customer concerns!
I caught on to this when I called in about several different customer service concerns and the agent response was the same word for word! This is wrong on so many levels and just demonstrates how DoorDash has chosen to put profits over their drivers and customers! In closing, I have documented all my concerns with photos, text messages and screenshots!
I am ready to escalate this to the next level with a formal complaint to the Department of Labor and a civil suit for improper payment of wages (and yes, I am aware of the little "legal loophole" that you have on our contract that states that you pay from the time of pick-up until the order is marked delivered) and have discussed this with an attorney who is investigating the legality of this.
I also intend to take my concerns about my experiences with DoorDash public thru social media and traditional media outlets to let the world know that this is how DoorDash conducts business and treats their customers and drivers! Against my better judgement, I am going hold off escalating this to the next level and give you the opportunity to address my concerns and come to a mutual resolution within a reasonable time! Thanks in advance for your time and assistance with this matter.