A Confusing Delivery Experience
A young woman in Melbourne has shared her frustration after a confusing delivery experience with DoorDash. Geri Santiago, 23, ordered a $90 haul from Chemist Warehouse but ended up receiving frozen pizzas, groceries, and a loaf of bread instead.
Ms. Santiago shared footage of her interaction with the driver on social media, claiming he wanted her to sign off on the delivery even though it was wrong. She had ordered online because she didn’t want to leave the house as it was cold. She placed the order at 3:50 pm and was given an estimated delivery time of 4:20 pm.
Ten minutes later, she checked her app to see where her order was and claimed the driver was just sitting at the Chemist Warehouse parking lot. After realizing the driver hadn’t moved for a further 20 minutes, Ms. Santiago called and messaged him without getting a response.
She claimed she was repeatedly told by DoorDash’s support bot to wait another five minutes, but decided to call customer support when she couldn’t take it any longer. Progress seemed to have finally been made when customer support called the driver as he began driving to Ms. Santiago’s home.
However, the joy didn’t last long, with the customer claiming the driver 'stood in front of her awkwardly' when he told her he had brought the wrong order. 'He put the groceries back in the boot, scrolled on his phone for a minute and came up to my front door,' she said. 'He wanted the pin code to complete the delivery.'
'I said, "Well do you have my order from Chemist Warehouse?" and he said, "No" and I said, "Well I can't give you my code without my order". I said if you go back to Chemist Warehouse and bring me my order, I'll give you the pin happily.'
Ms. Santiago claimed he then stormed off, got on his phone and drove away. She called DoorDash support again, and while on hold, she claimed the driver returned with the same order and the same request.
'I just kept my screen door locked, but we kept going in circles and I could tell he was getting frustrated, so I just closed the door and locked it,' Ms. Santiago said.
She told Daily Mail that DoorDash contacted Chemist Warehouse at around the same time, which confirmed the order was never picked up, so she requested a new driver. 'The customer service agent later confirmed with Chemist Warehouse that the driver had never actually collected my order, which only made the whole situation more bizarre considering he had been sitting in the Chemist Warehouse car park for almost an hour while I was waiting for him to pick it up initially,' she told Daily Mail.
'I didn't want a man to keep coming to my house, asking for a code for an order that he didn't have. By this stage, it was 5:50 pm, so they apologised, gave me a refund, a $7 credit for my troubles and assigned me a new driver.'
Ms. Santiago said the most confusing part of the ordeal for her was that the driver knew he had the wrong order the entire time. 'Once I’d explained the groceries weren’t mine and asked whether he had my Chemist Warehouse order, he acknowledged that he didn’t,' she said. 'Despite that, he continued asking me for the pin code required to complete the delivery.'
Ms. Santiago said that although she was appalled with how her situation panned out, she didn't feel it reflected the company as a whole. 'I’m sure there are plenty of great DoorDash drivers out there and I don’t think this experience is representative of everyone who delivers for the platform,' she said. 'However, this particular situation has definitely left a bad taste in my mouth.'
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