Had an issue with DoorDash? Get a real response.
DoorDash is a fast delivery service connecting Australians with local businesses for food and grocery deliveries. DoorDash operates in major metropolitan hubs in Australia and some regional towns.
While using DoorDash, customers may come across issues they wish to complain about such as cancelled or delayed orders, missing items, unprofessional drivers, refund denials or poor customer service.
DoorDash offers several ways to submit complaints, starting with the in-app "Report an Issue" feature. They also offer 24/7 live chat and phone support, as well as a support email address and online form. Using the app is best for refund or missing item reports, while phone support is quickest for resolving no-show drivers or technical issues.
Most issues can be solved within a few moments or a single support interaction, but fraud or misconduct complaints may take several days.
If you need to escalate, ask DoorDash for a supervisor to look over your case or try using a different support method. As a last resort you can try initiating a chargeback via your bank or escalating externally to the ACCC or State/Territory Fair Trading Agencies.
If you're still stuck, try asking Ajust's AI Agent for more help.
How to submit a complaint with DoorDash
The fastest way to lodge a DoorDash complaint depends on your issue, but most problems can be resolved within minutes.
1. In-App Help (Fastest Method)
Go to Orders → Select your order → Help / Report an Issue.
You can choose:
- Missing items
- Food delivered incorrectly
- Order never arrived
- Order arrived extremely late
DoorDash often issues instant credits or refunds for simple issues.
2. Live Chat (24/7)
If the app’s automated options don’t resolve your issue, open a live chat through the Help section.
A support agent can:
- Issue full refunds
- Add goodwill credits
- Investigate drivers or restaurants
- Fix account problems
3. Phone Support (24/7)
Call 1800 958 316 (in Australia). This is best for urgent or complex issues such as:
- No-show drivers
- Safety concerns
- Severe delays
- App access issues
4. Email Support
Use support@doordash.com for written complaints or when you need a record of your issue. Include:
- Order ID
- Registered email/phone
- Date and details
- Desired outcome (refund, credit, investigation)
Expect a reply in 24–48 hours.
5. DoorDash Help Center / Web Form
Submit a written complaint via the Help Center if you prefer email-style support and tracking.
6. Social Media (Indirect Escalation)
Tweet @DoorDash_Help or message DoorDash on Facebook. Social teams respond quickly and can internally escalate stuck cases.
DoorDash’s complaint process is built for speed. Most issues resolve on the first contact.
Instant Automated Resolutions
For common order issues, you’ll often receive immediate:
- Credits (appearing instantly)
- Refunds (3–5 business days to your card)
- Email confirmation of the fix
If the automated outcome isn’t enough, escalate to chat or phone.
Human Agent Review
A support agent will:
- Check GPS logs, delivery notes, driver history
- Verify missing items or no-shows
- Issue full or partial refunds
- Add goodwill credits
- Escalate misconduct or fraud to internal teams
Typical Resolution Timelines
- In-app issues: Instant
- Chat/phone: 3–10 minutes
- Email/form: Under 24 hours
- Account or fraud investigations: 1–3 days
Escalation Inside DoorDash
If needed, your case may move to:
- Supervisor support
- Payments/Refunds team
- Account security team
- Delivery quality review team
They’ll follow up by email after review.
Common complaints against DoorDash
Here’s what customers report most:
1. Missing or Incorrect Items
Restaurants may mispack bags or dashers may misplace items. DoorDash usually refunds these instantly, but repeated issues may require agent review.
2. Refunds Denied or Partial Credits
Some users report:
- Refunds refused after multiple claims
- App only offering partial credits
- Automated system flagging suspicious activity
3. Late or Never-Delivered Orders
Frequent complaints include:
- Extremely late food
- Drivers going to wrong addresses
- Orders marked “delivered” that never arrived
DoorDash typically issues full refunds plus credit when escalated.
4. Poor Customer Service
Some users report:
- Scripted responses
- Support disconnecting
- Agents not understanding issues
Switching channels (phone, social media) often speeds things up.
5. Unauthorizsed Charges (DashPass)
Surprise $10/month DashPass charges occur when trials auto-renew. DoorDash often refunds when asked.
6. Driver/Dasher Misconduct
Reports include:
- Rudeness
- Not following delivery instructions
- Mishandling orders
- Potential food theft
DoorDash investigates and often deactivates repeat offenders.
7. Overpriced or Incorrect Fees
Menu markups and service fees frustrate many users. If your order shows incorrect fees, DoorDash can correct them.
DoorDash complaints submitted through Ajust
I kept spending so much money on DoorDash, but when I tried to use vouchers they wouldn’t apply and then my account was suddenly disabled. When I complained, I felt completely ignored. As a regular customer, being blocked from my account without a proper explanation made me feel ripped off. - Sarah
I ordered a chicken kebab through DoorDash and it arrived completely burnt and inedible. I submitted a complaint and asked for a refund because I was left without dinner that night. As someone who orders regularly, it was disappointing to have my experience brushed off instead of resolved quickly and fairly. - Alan
My $130 DoorDash order arrived stone cold because no driver had been assigned, yet when I complained, the promised full refund was denied and I was offered just $13. I couldn’t even access the chat history once it was marked resolved. The lack of transparency and refusal to properly address my complaint was unacceptable. - Garry
I placed a $35 order on DoorDash that never arrived, but the app marked it as delivered because the driver showed up without the food. My refund request was denied twice and I was offered only a $5 credit. Filing a complaint felt pointless when they relied on “policy” instead of what actually happened. I paid for food I never received. - Soonhong
How other consumers DoorDash complaints got resolved
Missing Items:
A customer was missing items in their order. DoorDash issued a full refund and $10 credit for the inconvenience.
Order Marked Delivered but Never Arrived:
A customer's order was marked delivered despite never arriving. After phoning support, DoorDash issued a full refund and an additional $20 credit. The driver was then investigated for misconduct.
Multiple Missing Items:
A customer was missing multiple items in their orded but DoorDash denied the refund. They cited Australian Consumer Law and a higher-tier agent overturned the denial, offering a full refund and apology.
If your issue isn’t getting resolved:
1. Ask for a Supervisor
Supervisors can:
- Approve larger refunds
- Override automated denials
- Resolve complex account issues
2. Switch Support Channels
Try:
- Phone if chat failed
- Chat if phone was unhelpful
- Email if you need documentation
- Social media for stuck cases
3. Email a Formal Complaint
Use support@doordash.com for detailed written escalation.
4. Use Social Media to Escalate
Tweet @DoorDash_Help for fast escalation to a specialised support team.
5. Bank Dispute / Chargeback (Last Resort)
If DoorDash refuses a legitimate refund, your bank can reverse the charge. Use only when absolutely necessary.
6. External Escalation (Regulators)
If DoorDash is breaching consumer rights, escalate to Fair Trading or ACCC.
You’re protected by Australian Consumer Law. If DoorDash won’t resolve your issue, you can escalate beyond the company.
1. ACCC (Australian Competition & Consumer Commission)
Use to report:
- Refusal to refund undelivered items
- Misleading conduct
- Unfair contract terms
Submit a report via ACCC’s official form.
2. State/Territory Fair Trading Agencies
(NSW Fair Trading, Consumer Affairs Victoria, QLD OFT, etc.) These agencies:
- Help resolve individual disputes
- Contact DoorDash on your behalf
- Ensure your consumer rights are met
This is your most effective external pathway for financial disputes.
3. Chargebacks via Your Bank
If DoorDash refuses to refund an order you didn’t receive, your bank can forcibly reverse the transaction.
4. No Industry Ombudsman
There’s no dedicated “Food Delivery Ombudsman”. Fair Trading acts in that capacity for DoorDash disputes.
- Help Center: help.doordash.com
- Phone Support (AU): 1800 958 316
- Support Email: support@doordash.com
- Twitter Support: @DoorDash_Help
- DoorDash Australia Website: doordash.com
- State Fair Trading Agencies: Search “[Your State] Fair Trading Complaint”
- ACCC Consumer Issue Form: accc.gov.au
DoorDash Complaints FAQs
What is the fastest way to submit a complaint to DoorDash in Australia?
DoorDash complaints in Australia are usually resolved fastest through the in-app Help section under your order. Most missing items, late deliveries, or incorrect orders trigger instant credits or refunds within minutes. If the automated outcome is not enough, switch immediately to live chat or call 1800 958 316 for urgent issues. Phone and chat agents can approve full refunds and goodwill credits on the spot, often within 3–10 minutes.
How long does DoorDash take to resolve a refund or complaint?
DoorDash refund times are typically instant for credits and 3–5 business days for card refunds. In-app complaints are often resolved immediately, while chat or phone support usually takes under 10 minutes. Email or web form complaints are typically handled within 24 hours, and fraud or account investigations can take 1–3 days. You’ll receive updates through email, app notifications, or chat transcripts so you can track your progress.
What can I do if DoorDash denies my refund or only offers partial credit?
If DoorDash denies your refund or offers partial credit, ask for a supervisor or escalate through phone or social media support. Human agents can override automated denials, especially in cases of missing items or orders marked delivered but not received. If internal escalation fails, you can lodge a complaint with your state Fair Trading agency or report the issue to the ACCC under Australian Consumer Law. A bank chargeback is a last-resort option.
Can I escalate a DoorDash complaint to Fair Trading or the ACCC?
You can escalate a DoorDash complaint to Fair Trading or the ACCC if your consumer rights are not being met. State Fair Trading agencies handle individual disputes and can contact DoorDash on your behalf for financial resolutions. The ACCC accepts reports about misleading conduct or unfair contract terms but does not resolve individual cases. There is no food delivery ombudsman in Australia, so Fair Trading is your primary external pathway.
You’ve done your part, now it’s time to hold DoorDash accountable.
Take the final step and submit a complaint that gets seen and responded to.