Just wanted to share my bizarre story this evening as a customer.

I live in a huge apartment building in a major city. We have a circle drive for drop and go right in front of the buildings front door as well as 24/7 concierge and even a dropoff table for food deliveries right in the lobby. There are cameras both inside and outside the building entrance and lobby. I have never had an issue and have been ordering doordash here for literally years. They have always followed protocol and will confirm with a text or call that includes the mandatory photo confirmation which is texted to my phone and included in the delivery confirmation email. I know we all know this sorry haha but just wanted to be clear.

So my dasher stole my order tonight lol. Straight up. Never called, never texted. I called the restaurant and they confirmed the dasher picked it up (sidenote: I love this restaurant and know them and order from/go there all the time). I ask my concierge if a dasher ever came and they said no. Pretty cut and dry case. No photo, no text, no call, and showed up at the restaurant but never showed up at my building.

I immediately call the help line and after waiting for 15 minutes someone picks up and i explain the situation. They say that i can mark it as never arrived and it will be under investigation and there is nothing else they can do. So i mark it online and literally within 2 minutes i get an email back saying we have reviewed your case and are completely denying your request. No refund at all. Case closed.

I am starting to get pretty frustrated and i immediately call back. I tell my story again including the details of being denied and they say "there isnt much we can do other than file a dispute claim to reopen the case. They will email you after this call and ask for evidence to support your claim". I start getting more frustrated but still calmly say "What evidence?" And they said "you can provide photos in the email" And i said "photos of what? an empty apartment building lobby? Do you want a picture of a signed written statement from the restaurant and concierge confirming what happened? What photos can i provide in this situation?". Not to mention, they already had enough evidence since the dasher photo was never uploaded on their end and they could also see on their end that i was never called or texted.

The whole time this strange conversation is occurring, I get the feeling like this man desperately wants to get me off the phone as soon as possible. He keeps reiterating how "its impossible to give you a refund" and that " it has to go through a totally separate department from us that will confirm the dasher gps route and that they never uploaded a photo or contacted you". And i say "i know you can see on your end they never contacted me. We both can see there was no photo or phone call". And they confirmed that was true! Ive also ordered doordash literally hundreds of times in the past couple years and every order uses a photo. I also mentioned this to them and encouraged them to look up my history to see how frequent i order and how ive never made a report like this ever. The dasher confirmation system works and is in place for a reason. This man keeps saying "yes but there is nothing we can do here and its a different department that has to confirm this information. It is impossible for us to issue a refund. Please provide the evidence in the email when that department reaches out to you. You will have to wait for an email to speak with them if they decide to reopen your case".

I finally snapped like a Karen and said "I would like to speak your supervisor right now. This is not ok. My card was charged and i was robbed by your employee". Thats when his tone changed. He at first said "of course of course" but then would come back and say "are you sure you want to talk to a supervisor? they wont be able to change anything, they dont have the authority" And i said "YES, im sure" and he KEPT GOING "there is nothing they can do, and theyre on another call right now" and i just kept saying "no thats ok i can wait" and he said "ok ill put you on hold". I was on hold for a solid 15 minutes, this man comes back THREE DIFFERENT TIMES sounding more exacerbated each time. Continually repeating "oh im so sorry, theyre still on a call. Is that ok? We can finish this over the report email." And i kept repeating "no, i am going to stay on the line and wait. I can wait for your manager". This happened multiple times that he would try to thwart me off the call, reiterate that even if i wait for the manager that im not going to get a refund since its impossible, and also that the manager is busy on a call so you will have to keep waiting. Every time I would firmly say "no, i am going to keep waiting for your supervisor. I would still like to speak with them".

Finally, this SAME dude comes back and says "ok my supervisor is still in a call but i can go ahead and refund you immediately". WHAT. So this dude was just full of shit the whole time?

And the weirdest part? It was a refund for an order from a month ago from a different restaurant!! But it was only the amount of money i spent tonight! (Which was a much different number than the money i spent on the restaurant from a month ago that they used to refund me).

The whole thing was absurd. Thoughts?

TLDR: They lie on the support line and just want to get you off the phone immediately. Dont listen to the lies. ALWAYS ask for a supervisor if they dont refund you. Always refuse to get off the line until you get to speak with a supervisor. And no matter what bullshit they keep telling you just smile and nod and firmly keep repeating "no thats ok i still want to talk to your supervisor immediately. I can wait for them" and dont feel afraid to drop a couple "this is unacceptable, i was clearly robbed and my card was charged. You can see it on your end they never contacted me or uploaded photos". These people can easily refund you but will tell you "its impossible", "the supervisor is busy", "even if you wait for the supervisor, they do not have the authority to refund you in this department", and the whole time taking you on and off hold between these attempts to end the call. They can do it in a second if they really want to without a supervisor. Stay strong if you ever get wronged!