At 12:45 I place a McDs order.. by 2:30 it said my order was still being picked up, however my dasher had been stationary in an apartment complex for nearly 30min.. I call the dasher to see what's up (which as a Dasher myself I absolutely hate doing). The Dasher proceeds to tell me that when he went to pick up my order, his phone messed up and was asking for Face ID and it would not accept his face so he could not pick up my order or deliver my order. I politely explained to him that you needed to put it up that you could not pick up the order or complete the delivery. He then asked me Well can you just cancel the order on your end? I explained to him that I could not because if I did, I would not get my money back as the order was already being processed by McDonald's. He proceeds to tell me that he cannot cancel it from his end because it will affect his ratings! As a Dasher, I understand how important ratings are.. however, if you are unable to complete an order, you are responsible to let DoorDash as well as the customer know. I explained to him I would call DoorDash and let them know of the situation and I would also call the store to see if my order had been picked up.. I contacted the store first, but did not receive an answer so I proceeded with calling DoorDash. Could not get a hold of anyone and had to go through the horrible chat system. At first, they did not want to refund me all of my money only part of it. It took me two different agents to get my money back completely.. I also let them know what the Dasher had told me how he could not cancel the order because it would affect his ratings, and he did not want it to affect his ratings. I asked that he be reprimanded because as a Dasher myself, this is completely unacceptable.!! after I was finished with DoorDash I called McDonald's back to see if I got an answer and I did.. and they tell me that the order was indeed picked up! So imagine that! This person must be a new Dasher I'm assuming because it doesn't show me how many deliveries they have nor does it show their rating. But the fact that he told me he could not pick up my order and deliver it, but yet the store said it was picked up.... he picked up my order and kept my food, then went home to enjoy it, but left his app open and didn't close anything out waiting on me to cancel the order or whatever, so that it did not affect his ratings. I will be calling DoorDash first thing tomorrow as I cannot speak with anyone over the phone because support department is closed over the phone. I will be giving them his name which I'm sure they have access to, and I will be demanding some sort of reprimand. I wouldn't even think of taking a customer's order as a Dasher. It's not worth it in my opinion. I always did my drivers very well, because I know how important they are.
What would you guys do in this situation? I'd really like to know.