End the Refund Limit on Delivery Apps
End the Refund Limit on Delivery Apps
The Issue
While there are bigger issues in the world, customers deserve to be treated properly when spending their hard-earned money.
Many people use food delivery services (Uber Eats, DoorDash, Skip the Dishes, Postmates, Grubhub, and many others) to avoid cooking, to host an event, to buy groceries, or to treat yourself to something.
When ordering food for pickup or delivery, you expect to receive everything you paid for. A missing/incorrect item, not getting your food, poorly packaged food/drinks are some of the instances when refunds should be approved.
Many people take advantage of the refund policy, but blocking a user from placing orders and/or getting refunds is not right. Loyal customers should not be treated this way. I have experienced very bad customer service with these food delivery apps. There is a BIG difference between asking for a refund for 10 orders out of 300 and 10 orders out of 30. Errors happen since we are all human. These errors are not the customer's fault. It is important to keep in mind that someone can have more correct orders than someone else. I have tried contacting customer support on many occasions. The first 2-3 refunds are easy, but trying to get a partial/full refund after that is extremely difficult and unlikely.
Most of these companies no longer have a phone line. You cannot speak to someone over the phone and explain what happened with your order. If you want to speak to a manager/supervisor, that request is usually ignored or denied.
I have tried asking for refunds by email and privately on social media. As someone who dislikes posting about bad experiences online, I tried that too and never got anywhere. I always submit my refund request on time and get told my order is not eligible for a refund or refunds will not be possible on any future orders. During the deadline, my refund request is declined. When I reach out again, I am told to submit my request before the deadline.
From receiving generic (copy and paste messages) to the agent ending the chat while you are still discussing your issue, this is also not right. No matter how much I reach out to these companies, I see no improvement on this front. I even contacted the BBB at one point, and the food delivery apps never offered a solution to my issue(s). One thing never changes. I always remain respectful. There is no need to be rude, but I still want to be treated like a loyal customer. There is no problem when I pay for my orders and for my membership. As soon as you reach the refund limit (which is not a big number), problems start. I just keep going in circles. I cannot talk on the phone with a customer service agent and am not able to escalate my issue(s) to management. I know that many people abuse the system, but the loyal customers pay the price in the end.
While there are many other ways to get food, it is not that easy for me. I am on disability and have a hard time cooking. I cannot pick up the food myself since I do not drive. I have given food delivery apps too many chances. Someone else would have just stopped trying and would have deleted the app(s) after the first bad customer support experience.
Disputing a charge is a last resort if nothing else works. While waiting for customer support to get back to me about a refund, I have missed the deadline to make a dispute for a few of my orders. Ordering food on an app or website is great. Better customer support would make it even better. Without this, apps are losing customers like crazy. I am sure many people have experienced this and agree with the horrible customer support of these companies. Please sign this petition to help improve the customer support these delivery apps offer. How can we expect change in the world when something this small keeps happening over and over again to loyal customers?
66
The Issue
While there are bigger issues in the world, customers deserve to be treated properly when spending their hard-earned money.
Many people use food delivery services (Uber Eats, DoorDash, Skip the Dishes, Postmates, Grubhub, and many others) to avoid cooking, to host an event, to buy groceries, or to treat yourself to something.
When ordering food for pickup or delivery, you expect to receive everything you paid for. A missing/incorrect item, not getting your food, poorly packaged food/drinks are some of the instances when refunds should be approved.
Many people take advantage of the refund policy, but blocking a user from placing orders and/or getting refunds is not right. Loyal customers should not be treated this way. I have experienced very bad customer service with these food delivery apps. There is a BIG difference between asking for a refund for 10 orders out of 300 and 10 orders out of 30. Errors happen since we are all human. These errors are not the customer's fault. It is important to keep in mind that someone can have more correct orders than someone else. I have tried contacting customer support on many occasions. The first 2-3 refunds are easy, but trying to get a partial/full refund after that is extremely difficult and unlikely.
Most of these companies no longer have a phone line. You cannot speak to someone over the phone and explain what happened with your order. If you want to speak to a manager/supervisor, that request is usually ignored or denied.
I have tried asking for refunds by email and privately on social media. As someone who dislikes posting about bad experiences online, I tried that too and never got anywhere. I always submit my refund request on time and get told my order is not eligible for a refund or refunds will not be possible on any future orders. During the deadline, my refund request is declined. When I reach out again, I am told to submit my request before the deadline.
From receiving generic (copy and paste messages) to the agent ending the chat while you are still discussing your issue, this is also not right. No matter how much I reach out to these companies, I see no improvement on this front. I even contacted the BBB at one point, and the food delivery apps never offered a solution to my issue(s). One thing never changes. I always remain respectful. There is no need to be rude, but I still want to be treated like a loyal customer. There is no problem when I pay for my orders and for my membership. As soon as you reach the refund limit (which is not a big number), problems start. I just keep going in circles. I cannot talk on the phone with a customer service agent and am not able to escalate my issue(s) to management. I know that many people abuse the system, but the loyal customers pay the price in the end.
While there are many other ways to get food, it is not that easy for me. I am on disability and have a hard time cooking. I cannot pick up the food myself since I do not drive. I have given food delivery apps too many chances. Someone else would have just stopped trying and would have deleted the app(s) after the first bad customer support experience.
Disputing a charge is a last resort if nothing else works. While waiting for customer support to get back to me about a refund, I have missed the deadline to make a dispute for a few of my orders. Ordering food on an app or website is great. Better customer support would make it even better. Without this, apps are losing customers like crazy. I am sure many people have experienced this and agree with the horrible customer support of these companies. Please sign this petition to help improve the customer support these delivery apps offer. How can we expect change in the world when something this small keeps happening over and over again to loyal customers?
66
Petition created on May 24, 2025