Ali
So I have been a Door Dasher since my son was an infant (he’s 6 now). I am an honest worker. I have been doing customer service for 10 years and I am known for going out of my way for customers. I’m the type of dasher that communicates with customers, sends funny gifs that I’m on the way. I always read the special instructions, etc. I have always had a great reading, acceptance rate, etc. I’m top dasher every month and yet that means absolutely nothing to support. I don’t know what is going on recently but this company is going down hill and fast. Years of never having issues with the app or support. These last few weeks all I’ve had are issues with my time being wasted. I would accept an order and the merchant would be 15-35 minutes away and 1 of 2 things would happen. I would get close to the merchant and then my order would be reassigned so I wasted gas or the base pay would be wrong like recently I got $2.50 for 24 miles and 55 minutes of my time. It took me 35 minutes to get to the merchant and I called support to make sure I wouldn’t get a contract violation. She said it was fine that I wouldn’t. I got a contract violation. On top of this orders I’ve gotten orders where the merchant address is wrong and I waste time looking for a restaurant where none exist. I have also experienced selecting that I’ve arrived at merchant and then my order just disappearing. How does support treat me for all of these issues? They tell me it must be my fault, that they can’t do anything. When I ask for a supervisor I have to wait for one to call me back. I had an employee answer with a thick southern accent and then when he heard I was upset he pulled out a fake Indian accent. Like excuse me?! Then he put me on mute and hung up. I have one employee who now every time I call she gives me attitude and talks super fast. I just got in touch with a supervisor who was clearly laughing at me because I told her I’ve started taking screen shots of each order so they’ll take me seriously. Every minute counts as a Dasher, every mile, every ounce of gas. I have bills to pay, a family to feed and this is how I am treated for wanting App issues to be fixed. I sat at Applebee’s waiting for a customers order and then the order disappears. So I call support and they tell me it is because I haven’t arrived at the merchant. I had to argue that I’ve been at the merchant for 15 minutes! That I am in fact at the merchant. Honestly if it keeps going this way where there’s 0 respect for the dashers where my time is wasted and I cant afford groceries because of it I’m leaving. 6 years and all for them to laugh at me when I’m upset, be racist and fake accents and for supervisors to not actually care. Super unprofessional. Not acceptable. I know I’m not the only dasher with these issues. Merchants have told me they’re having issues with every dasher who comes in needing to call support.
1 month ago
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Alice, Customer Support

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