11/12/2023 0 Comments Doordash merchant![]() ![]() I dont unassign i go over the situation with driver support a few times might have to clarify then have them call the restaurant to verify information the order gets cancelled.īut there are alot of drivers who unassign instead of dealing with support. If there is ever an issue with an order where it needs to be cancelled i wait at the restaurant and call support on behalf the restaurant as i realize the restaurant doesnt always have time to deal with support knowing how that seems to work for everyone, after i locked up for the night, i saw someone else with a red bag banging on the door. i was still on the phone with support, so the to-go host explained what happened, he left too.ĭoordash said we'd still be paid for the order and they were just going to cancel it. i think the guy unassigned and left because he was gone and not long after, we had someone else coming in asking for the same order. apologized to the new driver and got on the call with support, explained it to them what happened, got transferred around. it would've taken us almost an hour to remake it because we were basically closed for the night so we weren't going to (labor cost from keeping everyone late would've outweighed any profit from making this same order twice). ![]() even as "premium partners."Īnother example: we were about to be closed for the night and had someone come in to pick up an order we'd made HOURS ago, and WAS picked up by someone saying they were doordash, had the order name, all that. I contact support to try to resolve things on our side first to not waste dashers' time, but they never come through for us. Pulling the manager (me) off the kitchen, off the dining room floor, from doing inventory at the end of an already long day, etc for an unknown (but always lengthy) amount of time to explain a simple problem to 5 different people and get put on hold incessantly always fucks us over moments after thanking the agent and ending the phone call, we receive 5 new orders we couldn’t fulfill. i was talking to support for 30 minutes (not bad! considering the hours-long calls I’ve had before!) and they confirmed they would pause orders until 4AM the next day. ![]() We had an issue in the kitchen last week and needed to stop new orders and cancel existing ones. after explaining our issue to the first agent we talk to, they have to put me on hold and transfer me to the “premium partners” support line (which i guess is supposed to be better quality service?) where i just get put on hold again. Yep we get the worst support, and apparently the owner of our restaurant paid to be “premium partners,” which means. ![]() Are you freaking kidding me?Īt this point, I need to find a way to not be reliant on DoorDash and perhaps increase our ad spending money with GrubHub and UberEats. Is anyone else having problems with DoorDash on the merchant side? Do they just not care anymore because they are getting enough money from us? What will it take to hold DoorDash accountable and provide the service? What added salt to the wound is that we have had a couple of escalation team members state we would be compensated for the hassle and all of the challenges we faced and they give us a $100 credit for advertising. I have reached out to people on LinkedIn and still, our orders are crossed with my other stores. I even had a supervisor comment that he would be happy to send a return label for all equipment. There have been phone calls which have lasted 2+ hours and many more of 1+ hours. I have been assigned 3 merchant experience reps and just received an email that someone new was assigned. Everyone says they are going to fix it and get back to me. Every time it is someone different that I have to explain what is going on. I have been trying to get all of our systems up and running since August 4th (ownership change) and since then I have spent countless (not exaggerating) hours on the phone. I own two high-producing cafes and getting ready to open a third. ![]()
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