Any Issues with DoorDash Grocery Refunding Missing Items?

BonnieBurger on 04/04/2022 - 10:50
Last edited 04/04/2022 - 11:02 by 1 other user

Just recently made an order through Doordash to Coles for some groceries, and noticed when it arrived it one thing missing from the order which was box of RAT tests.

Anyways, I think my Dasher forgot to either let me know if they were out of stock, as they were able to help me refund me for the other items not available, but not this. But within the app the line to contact my Dasher had been frozen, so not to worry I thought that the CS would help me, but after contacting them I was told that apparently I’m not eligible for a refund?

So now I’m kind stuck on what to do next? Do I call the Coles store or try Doordash support again?

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• 

  hamza23 on 04/04/2022 - 10:54

  +1

  Did the driver put the Coles receipt in your delivery? I've only done 1 but my delivery came with it in there. That would help determine if they didn't buy it at all, or they did but it has gone missing.

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    BonnieBurger on 04/04/2022 - 11:00

    Nope, no invoice in the bag or attached. Not sure if they normally do?

• deme on 04/04/2022 - 11:35 Comment score below threshold.
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    lbft on 04/04/2022 - 11:38

    +3

    I thought that the CS would help me, but after contacting them I was told that apparently I’m not eligible for a refund

    Reading is hard.

    • 

      deme on 04/04/2022 - 11:39

      +1

      apparently I’m not eligible for a refund?

      Hi Doordash, I paid for X,Y,Z but didn't get Z is it coming or will you refund?

      If they say not eligible, then you ask why and post that here.

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  garetz on 04/04/2022 - 11:56

  Same thing happened to me, but with 2 steaks.

  Their response was cannot refund, however then I threatened them with accc complaint and they quickly refunded it.

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  NobalaKoba on 04/04/2022 - 13:15

  Try web chat instead.

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    BonnieBurger on 04/04/2022 - 13:44

    Both responded with the same. “ We review on a case by case basis and unfortunately we are unable to provide you a refund”.

    • 

      smartazz104 on 04/04/2022 - 15:03

      Now try Coles.

    • 

      NobalaKoba on 04/04/2022 - 15:33

      What reasoning was provided?

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  beironfree on 04/04/2022 - 16:35

  I've used DoorDash shop online with Coles local and it's really hit and miss depending on the Dasher. There's one guy who services our area that's really good, he's older like mid forties and I get the feeling he shops a lot. The younger ones who maybe have english as a second language can be all over the place.

  Anyway the process is typically that if something is out of stock the Dasher should mark it in their app. That will automatically let you know that the item won't be delivered and refund the cost of it. The app gives you a notification of the refund and items missing once the dasher closes off that shop. I've had some items missing, one item missing and one time my whole shop was out of stock, it was a small shop.

  In all these cases I got a refund of all the items missing. I suspect in your case the dasher didn't do this or marked it as there. I know they can't close the shop without marking each item as collected or unavailable as I once got a call regarding bread that wasn't in stock, only 1 french stick when i wanted 2, and the dasher asked me if I still just wanted 1 or none. He said he couldn't close the shop until I decided what i wanted, so Is suspect the system has a failsafe since they are shopping and could miss something.

  In terms of dispute I assume the RAT was a high value item, I know I paid 50 for a 5 pack from Coles. In this case Doordash can see the receipt and should be easily able to tell if it was bought or not. The dasher's don't use their money they use a Doordash credit card so DoorDash see all the payments. I don't know if they can see the item list or just the total but you should be able to determine from the total if it was bought and paid for. If it was, then the Dasher stole it and it's your word vs theirs.

  If the total is too low to include the RAT kit then they should refund it, even if the app marked it as there, as it wasn't bought. Doordash will be able to see the total but again the CS agents are all hit and miss. If you get one that doesn't know what's going on just hang up and call back for a different one.

  I've never had a receipt in my bags so I suspect they give them to Doordash.

  Hope that helps.

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  niyiaw on 04/04/2022 - 20:56

  Never had an issue with refunds. Either items were out of stock and a credit was applied before the rest of the shop was delivered. Or wrong items delivered, just had to go through the app and report it, also refunded no probs. They even refunded the full price even when using voucher codes so it makes the rest of the shop even cheaper.

  Have had 50:50 whether a receipt comes with the delivery or not. Sometimes it's in the bag, sometimes not there.