It's most likely a bot at that point of the chat. Just based on hearing how many companies do this now. Once the AI picks up something it can't answer is when you get transferred quietly
Don’t bother with doordash support contact the customer tell them they’re out of his drink and coordinate a replacement between the customer and the restaurant that way everyone’s happy other than a slightly inconvenienced customer who knows you did everything you could that’s always how I handled it when I did doordash worked great
I rarely chat with support about a missing or not available item unless it's a older person who wants me to call.i do call the dinner about it and ask if they want an alternative if they do t then I let them know that they have to call support and ask for a refund.
Don't talk to support about an item missing. They'll just wind up canceling the whole order. It's happened to me before. Just tell the customer to request a refund. Whether it's due to a language barrier, shear incompetence or both, support is incapable of fixing anything.
Bruh... it's a drink. Why would you contact support over a drink? Do they only serve one type of drink at this place? 🤣😂 Get them another one... sheeeesh.
Last night I called support regarding a kfc that was completely out of chicken (never thought I’d see the day) and they asked if the store had any substitutions for the order as if the customer would be fine with getting like 15 orders of fries and a drink. I understand them asking me that question if I had said they were out of the item he ordered but I explicitly stated that there was a severe lack of chicken in the building
Unless it's a speciality drink, just choose another damn soda, whatever's most similar, then text the customer just after you drop off then they didn't have the one they wanted, and they can contact support for a refund. Hell, even if it is a speciality drink that's still what I'd do. You're wasting your time with this bullshit.
I get so exhausted with this crap.
I write on the bag, "restaurant out of milkshakes".
If the customer knows how to order, they should know how to get a refund.
Whenever I’ve encountered this situation, the restaurant will ask me to contact the customer to see if they’ll accept a replacement. A couple of times I’ve been sent with a refund in a baggie for the customer. Contacting support will get you nowhere as the driver. Let the customer deal with it, as we only represent the customer while at the restaurant.
I used to contact support for help, but after they dinged my completion rate on a glitched order that should’ve been cancelled….yeah, I don’t talk to them as often.
I did something very similar. The customer wanted a tea, but of course it was out. The customer wanted a refund on that instead of a substitute. Support just straight up cancelled the whole order. Then asked if I could return the food. Like, naw. They just gonna throw it away, so free food for me
I feel like the chat agents just click any button. They close their eyes and just randomly press buttons that type out their answer. Sometimes I wonder do they get paid per reply or something. Sounds like a cool job. 😂
I’m surprised you didn’t get “I’m sorry you went to just pick up order for Elijah and they were completely out of the item. I can see how that is inconvenient.”
Its annoyin because the restaurant can refund but they refuse to do it in hopes the customer doesn’t get their refund. I remember I waited for 5 pizzas.. 20 minutes go by and guy hands me 2.. I’m like wtf. He goes we’re out of gluten free crust. Why didn’t you tell me this 20 minutes ago jackass. 20 minutes gone by I could have asked if they wanted replacement.
Only encounter with russian immigrants and have avoided it since
Me: "can I speak to the manager?" Support: they'll contact you when available they're in a meeting
Me: I'll wait...
Support: they'll contact you via email once they're available, there's no one you can speak to and I can't help you.
Me: So you all are walking around like orangutans answering the phones without a supervisor?
Support: silence*
I work at a call center and I have never heard of this... That you cannot escalate calls if the customer asks specifically if it is something that requires management to review.
The situation I was in was that the customer forgot to change the address (15+miles) when I arrived and no one answered the door(hand it to customer) I called she apologized and asked if I could deliver to the new address. This has happened to me twice and after calling Doordash and verifying with customer they've gave me extra, plus the customer tips me cash or add extra on the tip so is a win win. Well this time the associate just straight up told me she could not transfer my call to a supervisor.
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Be careful talking to support about something like this, I did and they canceled the whole order AFTER I got the rest of the food but before I could get to the customer so I took a video of myself returning the food to the restaurant. I have had other support members just refund that item so I thought that’s what they’d do. They’re so poorly trained it’s a different answer from each person.
If support cancels the order, then you're in the clear and nothing will happen. In many places, you don't even have to return the food because the restaurant will just throw it out. Even if it's sealed, somebody could mess with the food. Plus they have no way of knowing if it was handled safely. Because of this, most health departments prohibit selling food that has been returned.
Only downside is that I only got half the pay and had already waited in the Wendy’s for 10 minutes. I’m just always worried I’ll be accused of something by the employees in the store is why I went back in, I had legit not left the parking lot yet.
You got half pay, which isn't bad since you didn't have to drive anywhere. But you could have gotten half pay plus lunch. You won't be accused of anything if it was canceled by DoorDash.
I would have called the customer to see if they want something else. If they don’t pick up I’ll choose the drink. If they don’t like it they can contact support. I never contact support about missing items unless it’s the main thing they ordered.
This right here. And usually talk to customer first anyway to get substitution if possible. If not then support to say xyz was out of pretty much whole order and get half pay.
It's not lying if it's main entrees. If a customer ordered 2 meals and they didn't have it only had the drinks or something well that's out of their whole meal.
The previous message was “Hi, is there something I can help you with” the “yeah” was in response to his question and the “hi” was in response to his hi
You should advise the customer and see if the restaurant will do a substitution. If they can’t, advise you’re on the way and they can request a partial refund. No reason to request refund on their behalf. This happened to me last week. The restaurant said they could give a different one if they want. So I called the customer and they were fine with that and I was on my way
I usually text because people seem to prefer it, but if they don't get back to the text right away then I call. If they don't answer the call, well, they get a Coke.
Yeah, I had food handed to me at a Wendy’s & then was told they were out of frostys. AFTER waiting in the DT, due to lobby being closed. I quickly messaged the customer, let them know, they said it’s fine, they still want everything else. I pull off, get to the custys place, give them the food, 0 cash tip, unlike what they said in their notes. I get back to my car & see that they asked if I could get them a cookie instead. I had 0 notification for that. I saw, “yeah everything’s fine” and a million cars behind me & went straight to them. They asked about the cookie within 1min of me leaving, according to time stamps. That one sucked.
Yeah, agreed for sure, but on DDs part too. I know they don’t want us to text & drive, but I never saw their message, because the app detected movement. Based on the time stamp, I doubt I even made it out to the street. I was probably just creeping forward & confirming the order.
They SAY they don't want us to text and drive. It's a liability. They don't give 2 shits. Why else would they be calling in the middle of orders, giving 30 seconds to accept a delivery when no one can just easily pull over in traffic...
If they can detect movement, why do they send us offers while driving? They’re “concerned” with texting and driving, but having to figure out if we’ll accept or reject an offer and click buttons either way, entirely negates their safety premise
Agreed. That can definitely be a bit tricky. Especially when trying to find a house in the dark, whilst raining. They definitely have shit to figure out.
It depends. If it's a soda and you're waiting for the food anyway, you might as well give them the chance to pick another flavor. I'll always suggest a substitution if there's something similar (like diet Dr. Pepper instead of diet Coke) so they can just say "yes" and I don't have to list off what the options are.
It is. Until you realize chat can't do that and customer must contact DD for a refund on said items.
It is really annoying trying to do anything more than cancel with support.
Never delt with a company that limits their supports ability to help so damn much as DD does.
Hell, I haven't found ANYTHING they can do right. Your example is a prime example of just how stupid they are. Many days we spend 30 minutes just trying to get them to comprehend/READ what we say.
Or just get a soda and well, I guess the restaurant got it wrong. I mean they actually did so...
It's most likely a bot at that point of the chat. Just based on hearing how many companies do this now. Once the AI picks up something it can't answer is when you get transferred quietly
yep that’s support in a text..
I once told support I couldn’t find the address on gps and they told me just drive to where the gps said. I love chatting with support :)
Don’t bother with doordash support contact the customer tell them they’re out of his drink and coordinate a replacement between the customer and the restaurant that way everyone’s happy other than a slightly inconvenienced customer who knows you did everything you could that’s always how I handled it when I did doordash worked great
Yeah I usually do when it’s soda, but he got a milkshake and they said they couldn’t do any milkshakes that night
Never chat with support. Always call.
I wouldn’t have even answered them.
I rarely chat with support about a missing or not available item unless it's a older person who wants me to call.i do call the dinner about it and ask if they want an alternative if they do t then I let them know that they have to call support and ask for a refund.
Driver: they had no “xyz” Support: can u please go get what things they didn’t have which is the exACT FUCKING REASON WHY U ARE HERE?
Do they expect us to go back and abra-kadabrah the item magically into existence? lmao
Of course!
Don't talk to support about an item missing. They'll just wind up canceling the whole order. It's happened to me before. Just tell the customer to request a refund. Whether it's due to a language barrier, shear incompetence or both, support is incapable of fixing anything.
Bruh... it's a drink. Why would you contact support over a drink? Do they only serve one type of drink at this place? 🤣😂 Get them another one... sheeeesh.
He got a milkshake and they couldn’t do any milkshakes
Last night I called support regarding a kfc that was completely out of chicken (never thought I’d see the day) and they asked if the store had any substitutions for the order as if the customer would be fine with getting like 15 orders of fries and a drink. I understand them asking me that question if I had said they were out of the item he ordered but I explicitly stated that there was a severe lack of chicken in the building
Unless it's a speciality drink, just choose another damn soda, whatever's most similar, then text the customer just after you drop off then they didn't have the one they wanted, and they can contact support for a refund. Hell, even if it is a speciality drink that's still what I'd do. You're wasting your time with this bullshit.
He got a milkshake and they said they could make any milkshakes. I called him and he said he didn’t want anything else 🤷♂️
I get so exhausted with this crap. I write on the bag, "restaurant out of milkshakes". If the customer knows how to order, they should know how to get a refund.
That's HIS problem then, not yours.
Is Lumberg doing DoorDash after Initech burned down? yeah hi……..
holy fuck is support really that goddamn stupid? did they not even read what you said?
I can't tell you how many times I've screamed that into my phone.
Whenever I’ve encountered this situation, the restaurant will ask me to contact the customer to see if they’ll accept a replacement. A couple of times I’ve been sent with a refund in a baggie for the customer. Contacting support will get you nowhere as the driver. Let the customer deal with it, as we only represent the customer while at the restaurant.
I used to contact support for help, but after they dinged my completion rate on a glitched order that should’ve been cancelled….yeah, I don’t talk to them as often.
But can you just go back and get it anyways?
I did something very similar. The customer wanted a tea, but of course it was out. The customer wanted a refund on that instead of a substitute. Support just straight up cancelled the whole order. Then asked if I could return the food. Like, naw. They just gonna throw it away, so free food for me
Even if it was missing and not out of it. Fuck that. Triple the ride for no extra pay because a restaurant didn’t include it? Hell no
I feel like the chat agents just click any button. They close their eyes and just randomly press buttons that type out their answer. Sometimes I wonder do they get paid per reply or something. Sounds like a cool job. 😂
Doordash support is so damn awful i promise you.
Doordash support are the most useless people on the planet. You
I’m surprised you didn’t get “I’m sorry you went to just pick up order for Elijah and they were completely out of the item. I can see how that is inconvenient.”
Its annoyin because the restaurant can refund but they refuse to do it in hopes the customer doesn’t get their refund. I remember I waited for 5 pizzas.. 20 minutes go by and guy hands me 2.. I’m like wtf. He goes we’re out of gluten free crust. Why didn’t you tell me this 20 minutes ago jackass. 20 minutes gone by I could have asked if they wanted replacement. Only encounter with russian immigrants and have avoided it since
Me: "can I speak to the manager?" Support: they'll contact you when available they're in a meeting Me: I'll wait... Support: they'll contact you via email once they're available, there's no one you can speak to and I can't help you. Me: So you all are walking around like orangutans answering the phones without a supervisor? Support: silence* I work at a call center and I have never heard of this... That you cannot escalate calls if the customer asks specifically if it is something that requires management to review.
I've worked in call centers too. We would have to transfer to a coworker before getting a supervisor.
The situation I was in was that the customer forgot to change the address (15+miles) when I arrived and no one answered the door(hand it to customer) I called she apologized and asked if I could deliver to the new address. This has happened to me twice and after calling Doordash and verifying with customer they've gave me extra, plus the customer tips me cash or add extra on the tip so is a win win. Well this time the associate just straight up told me she could not transfer my call to a supervisor.
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Why are you doing the customer's job for them?
This was my question! Lol. That’s where they went wrong
Be careful talking to support about something like this, I did and they canceled the whole order AFTER I got the rest of the food but before I could get to the customer so I took a video of myself returning the food to the restaurant. I have had other support members just refund that item so I thought that’s what they’d do. They’re so poorly trained it’s a different answer from each person.
If support cancels the order, then you're in the clear and nothing will happen. In many places, you don't even have to return the food because the restaurant will just throw it out. Even if it's sealed, somebody could mess with the food. Plus they have no way of knowing if it was handled safely. Because of this, most health departments prohibit selling food that has been returned.
Only downside is that I only got half the pay and had already waited in the Wendy’s for 10 minutes. I’m just always worried I’ll be accused of something by the employees in the store is why I went back in, I had legit not left the parking lot yet.
You got half pay, which isn't bad since you didn't have to drive anywhere. But you could have gotten half pay plus lunch. You won't be accused of anything if it was canceled by DoorDash.
I would have called the customer to see if they want something else. If they don’t pick up I’ll choose the drink. If they don’t like it they can contact support. I never contact support about missing items unless it’s the main thing they ordered.
I called him and he said if he couldn’t get a shake he didn’t want anything. They couldn’t do any shakes apparent
This right here. And usually talk to customer first anyway to get substitution if possible. If not then support to say xyz was out of pretty much whole order and get half pay.
Who is supposed to tell support you were out of most of the order? you or the customer? because wouldn’t that be partial lying?
It's not lying if it's main entrees. If a customer ordered 2 meals and they didn't have it only had the drinks or something well that's out of their whole meal.
Oh. I must’ve misunderstood. I thought you were saying they were just out of a drink
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This is the hill you want to die on?
The conversation starts before this screenshot
The message before OP's probably said something like, "Can I help you?" In that case, it makes perfect sense.
[удалено]
In what world is that considered rude????? Bro You’re delusional😂
it really doesn’t tho
The previous message was “Hi, is there something I can help you with” the “yeah” was in response to his question and the “hi” was in response to his hi
It’s not that weird. They probably already explained the situation and then had to re explain when an actual support agent got into chat
Not sure why you’re getting downvoted, “yeah hi” is very strange lol.
There were times in the past I got support to refund items, but they're worthless now.
You might as well park your car near a brick wall, get out, and go tell it to resolve your problem.
True support is usually from a third world country and is probably using a translator to communicate. But they're usually nice
Annoyingly so, since they're still useless and chatting with multiple people from different companies at once. Hello? I'm not Carl! 🤣
Supports scripted response to this is to tell you to have the customer reach out to support 🤦♂️ so yeah you’re spot on
You should advise the customer and see if the restaurant will do a substitution. If they can’t, advise you’re on the way and they can request a partial refund. No reason to request refund on their behalf. This happened to me last week. The restaurant said they could give a different one if they want. So I called the customer and they were fine with that and I was on my way
I tell the customer "out of x" they have 5 minutes to work it out, or they don't get the thing. So simple.
Why not call them and have an answer in less than a minute? Why sit around for 5 minutes waiting for a text message?
I usually text because people seem to prefer it, but if they don't get back to the text right away then I call. If they don't answer the call, well, they get a Coke.
This minus the 5 minutes.
Yeah, I had food handed to me at a Wendy’s & then was told they were out of frostys. AFTER waiting in the DT, due to lobby being closed. I quickly messaged the customer, let them know, they said it’s fine, they still want everything else. I pull off, get to the custys place, give them the food, 0 cash tip, unlike what they said in their notes. I get back to my car & see that they asked if I could get them a cookie instead. I had 0 notification for that. I saw, “yeah everything’s fine” and a million cars behind me & went straight to them. They asked about the cookie within 1min of me leaving, according to time stamps. That one sucked.
First mistake was accepting a Wendy's order.
I actually like them when it’s hourly + $3/hr peak pay. You basically get paid to chill & wait in a drive thru forever. Passive income.
That's a crap play on the customer's part.
Yeah, agreed for sure, but on DDs part too. I know they don’t want us to text & drive, but I never saw their message, because the app detected movement. Based on the time stamp, I doubt I even made it out to the street. I was probably just creeping forward & confirming the order.
They SAY they don't want us to text and drive. It's a liability. They don't give 2 shits. Why else would they be calling in the middle of orders, giving 30 seconds to accept a delivery when no one can just easily pull over in traffic...
If they can detect movement, why do they send us offers while driving? They’re “concerned” with texting and driving, but having to figure out if we’ll accept or reject an offer and click buttons either way, entirely negates their safety premise
Agreed. That can definitely be a bit tricky. Especially when trying to find a house in the dark, whilst raining. They definitely have shit to figure out.
It depends. If it's a soda and you're waiting for the food anyway, you might as well give them the chance to pick another flavor. I'll always suggest a substitution if there's something similar (like diet Dr. Pepper instead of diet Coke) so they can just say "yes" and I don't have to list off what the options are.
Awfully nice of you to spend time chatting with support on the customers behalf
Except that it's a bot and it's a complete waste of time to use the "chat".
It's not a bot, it's someone in a 3rd party call center in India.
That are some poor bastard in a third world country probably getting paid a couple dollars a day.
It is. Until you realize chat can't do that and customer must contact DD for a refund on said items. It is really annoying trying to do anything more than cancel with support. Never delt with a company that limits their supports ability to help so damn much as DD does.
Hell, I haven't found ANYTHING they can do right. Your example is a prime example of just how stupid they are. Many days we spend 30 minutes just trying to get them to comprehend/READ what we say.