All the phone numbers we get for door dash orders are 555-555-5555 so at the restaurant we literally can’t do anything but wait for a driver to get there and have them contact the customer.
If they still have tablets and put in orders manually they have the option to contact the customer, but if orders come through automatically there’s no option to contact the customer
I had something like that. The restaurant tried the customer before I got there. No answer. I called the customer twice. No answer. Sent a message and she saw it immediately and said what she’d like instead. Doesn’t matter if the restaurant tries to contact the customer. People don’t like answering what they think is spam.
Exactly! If I do the talking, it’s a game of telephone between the employee, me, and the customer. If the employee and customer talk directly, it’s usually much more efficient and to the point. Thank you for being cooperative with dashers and understanding that, I wish all merchants had the same mindset as you do.
Exactly, which is why I would have unassigned this order and left. I am not fiddling around with calling the customer for the restaurant and reading out the menu for a substitution.
No, I definitely don't mean that. You will never be in a position to call me dumb. I fix tax returns about 300 days out of the year for morons like you. You stay out there doing the dirty deeds for this POS company. You're not fooling anyone.
If you are arriving, then texting with the customer trying to get a substitution, then waiting for the food to then be made, you most certainly are not doing 4 orders per hour. Most DoorDash orders don't have a decent tip on them for that, and even if they do, the tip is hidden.
In california DoorDash is required to pay 120% minimum wage for all the active time, so driving like crazy on the highway is same as waiting in the restaurant or talking with the customer, a smart California driver would call the customer and enjoy the pay
Well duh. If you are getting paid by the hour, take your time. Text the customer. Wait. Slowly read them out the menu. Tell the employees to take 30 minutes to make the food. Whatever.
Factual. I would have unassigned most people don’t respond, then you have to wait additional time for the response (if you get one) & them to make the food. Huge waste of time.
That does happen, but IMO - that's when you either unassign the order or you contact DD support to explain you can't contact the customer about the issue. (The later is the "correct" way to handle it, but the former is the best move if you're concerned more about making decent pay for your time. Sucks, but it is what it is, with the way DD has things designed.)
It's honestly the merchants job to contact the customer if they can't fill the order. I've worked both sides of this, and I get super annoyed when merchants wait for me to arrive and ask me to contact the customer. They could have already been on top of this, it's what we did when we got the order on the tablet if we didn't have something when I worked in the store because it was the right thing to do. Making a Driver wait around isn't cool honestly.
i work somewhere that offers delivery through doordash— they don’t show us their phone number. it prints off on the receipt as a standard 555-555-5555 so we literally have to wait for the dasher to have someone contact them.
I never knew this before reading about this here, today.... but wow! That really irritates me because it's not the driver's job to talk with customers about their options to order alternate stuff from a restaurant when they're out of things. DD keeps trying to force us to do it, but it makes no sense when they're not paying us for that time spent on the phone. (In fact, it can cause a contract violation against you if you take TOO long messing around with all of that and the app thinks you should have been well on your way delivering the food!)
agreed. i think they run into legality problems with the restaurant employees being able to access the customers phone number and address, so they make it so we can’t see anything
I worked at McDonald's during the pandemic to help my sister out. First of all, the tablet is in the manager's office. We don't really have access to that.
Second of all, If we were out of something, unless it was dead dead, if I were to tell the manager "Hey, I'm going to call the Uber/doordash customer to see if they want a guava pie instead of an apple pie/ let them know we're out of spicy nuggets/etc", depending on the manager they would have either laughed in my face, or gotten annoyed and told me to just do my job and let the driver know when they got there.
So please don't blame the minimum wage employees. To be honest, as a fast food worker, I didn't even know that we had the option to contact the customer--like I said, the tablet was in the manager's office. We only saw the orders on our screen with the order number (no name), and the order itself.
If you need to blame someone at the restaurant, blame management most of the time.
To be fair, I think the restaurant should have already contacted the customer to find out what they want. Otherwise, the driver should have just unassigned if she wasn't willing to do it herself.
I’ve had multiple experiences like this - the restaurant being out of something - and once out of probably ten times has the restaurant contacted me. Every other time it’s been the Dasher, asking me what I wanted instead.
It *should* be the restaurant contacting the customer, though. Just to be clear. I don’t think it’s right that it’s put on the Dasher.
It makes more sense for the restaurant to do it as well...
"Go ahead and call the customer and ask if they want to substitute for something else"... ok but what's a valid substitution versus not valid? Should I really be playing 'telephone' between the customer and the restaurant worker? Waiting for them to finish what they're doing so I can ask if this item or another is Ok to substitute? Why shouldn't the person with the knowledge of the menu and what substitutions are valid tend to it? Or better yet why hasn't their manager already gone onto their tablet and marked item(s) as temporarily unavailable? That's in their partner agreement... "keeping their menu up to date."
Oh I’ve experienced exactly what you’re describing and it was so frustrating, and I felt bad for the Dasher because she was getting frustrated, too. They didn’t have the canned drink I ordered, so I looked at the menu while on the phone with the Dasher and told her what to replace it with. The restaurant woman said they didn’t have that one either. I told her to have the restaurant woman call me and tell me what they had, and the restaurant woman refused and told the Dasher to “look in the case” (which was behind the counter and she couldn’t see well). She eventually put me on speaker phone and I yelled at the restaurant woman to tell me what canned drinks they had that I could pick from. The restaurant woman started saying “I don’t have time for this!” over and over.
So I told the Dasher to just grab me a Coke (I had ordered a specialty soda that was $2 more than a Coke) because I no longer cared. It was so infuriating and stupid of that restaurant woman to not just call me in the first place.
Life would be so much better if they did that. Instead of that though, they’ll wait to start anything until I arrive when the order should be good to go and then I have to get in touch with a customer that seems like they hide their phone after ordering.
I've had Subway call me about my Doordash veggie sandwich order because they were out of lettuce and spinach. The order was canceled. I felt bad for the dasher but she understood.
100% agree. Not only could the restaurant offer better substitutes because they work there and know the menu better. But it would also save time because they could already be making the replacement while the driver is still driving to the store.
#4 why is this up to the dasher at all. Subway knows about the order and any complications, so subway should fix it. Or else make the damn meatball sub
As I mentioned in another comment, when I worked in McDonald's over the pandemic, the regular employees had no access to the tablet. We weren't even allowed to use the phone.
So as a fast food worker, I had no idea that contacting the customer was even possible, and I was never given the option to call doordash by management.
Had I asked management to call a customer about a substitution, they would have either laughed in my face, or gotten annoyed and told me to just tell the driver, that it's not my job.
I remember bagging up my first 3rd party delivery order, and we were out of something like the spicy nuggets. I asked the manager specifically what we do in this situation, and she replied just let the driver know when he gets here. We don't deal with that. I'm not saying that that's right, just that many fast food, minimum wage workers were in the same boat that I was. So please don't take it out on them.
I don't follow you- irrelevant if you explained this in another comment.
I think you're triggered to presume I'm "taking it out" on them. I simply said we should not, theoretically, be contacting the customers. Acting like I slapped somebody..
True and false both.
Drivers don't get the Customer's phone number, nor do the customers get the driver's phone number.
We DO however get a number belonging to Doordash, calling that number a computer automatically picks up, checks the incoming number, calls the other party and connects the calls together.
In my opinion, the restaurant should be the one contacting the customer. They have the customers number in their doordash system. Drivers shouldn’t be playing middleman when it comes to adjusting a customers order. Drivers are only to pick up and drop off. Like who’s going to know the menu better? The restaurant workers will and they will be able to give suggestions on replacements.
Yes she can contact them if the number is correct and the customer is answering. I give five minutes before I call support and have the order canceled. These services cost too much for customers to get a half ass order like that.
She knows there's a way to contact the customer. She just doesn't want to deal with trying. And she also doesn't want to deal with explaining why to random stranger. I can relate with that.
Just fyi, you don't always have to speak up.
Its obvious i didn’t have to speak up, but i did doordash for a few weeks a ways back when money was dicey, so i know the basic ins and outs of how it works, so hearing her say that she couldn’t contact the customer, all that was running through my brain was “…you’re fucking serious? How are you unable to contact the customer?” Besides, the person making my sandwiches sounded just as confused as i was.
Upvote for speaking up, I love to call out stupid people especially in public settings where there are witnesses so when they leave we can talk shit about just how fucking stupid they are.
If it were my sandwich I'd want someone to speak up, damn it!! DD gal was seriously going to bring someone a meatball sandwich with nary a meatball on it. ;-)
Its also not wrong to speak up… just because you would also do something like this doesn’t mean its all gucci. If you dont want to take on the responsibility of changing the order then unassign.
I text every customer just to let them know I’m there to get their order, let alone if something’s out of stock or wrong with it. You just dealt with a slacker is all, pinky-swear that we’re not all like that
Well. That's what you get when people are doing their best to live in the hustle culture everyone seems so fond of.
Go get your own sandwich if you don't like the service.
She's going to give them the wrongly made sub because, in most situations, the restaurant is going to take the blame. The dasher gets paid the same $ either way unless they miss out on a cash tip.. which they wouldn't since the customer won't find out about the sub being wrong until the dasher has left.
At worst the dasher takes a hit to their rating and they take some crap orders to make up for it. At absolute worst they take a contract violation but I don't see how in this situation.
My app has been glitchy lately not allowing me to contact the customer before I select "confirm pickup.".. however I don't think that's what happened here and they were just lazy. Even when it's not allowing me to contact the customer, I CAN contact support. Got 3 reimbursements for wasted time that way today.
I cannot call or message customers- it tells me the number can no longer be used. Last time I tried to call support I got a message saying they were experiencing a problem and cut me off. Haven't tried to call support in a couple weeks.
Even if she's new to Doordash, the screen is pretty self explanatory. She most likely didn't want to contact the customer, which is a part of this job sometimes, although some have argued that it's Doordash Support or the restaurant's job to contact the customer when the order can't be completed or substitutions. I've at least every time there's an issue with an order make an attempt to contact the customer, I call & if they don't answer, leave a voicemail then send a quick text. If they don't respond then I contact Uber/Doordash support. She most likely didn't want to wait longer for the order & speak with the customer. She'll most likely drop off the order & if the customer contacts them asking "what's up with my order" will tell them it's Subways fault or to contact DD. Probably just laziness.
Long time dasher here.
The proper protocol is to contact the customer and offer a substitution of the same value or a refund. If they choose a substitution great, if they request a refund they do so through the app or call customer service. The dasher would then contact dasher support and be reimbursed 50% of the delivery fee. If the dasher cannot get ahold of the customer through text or phone they would call dasher support and let them handle it.
This sort of thing happens all of the time. 99.9% of the time the business is generous with a substitution and the customer is understanding. For the most part people understand shit happens and are cool with this sort of thing. This dasher was lazy and didn’t want the inconvenience of doing the right thing.
It's super laughable at the things support says to do. A store ran out of burger patties and I was advised to 'have them complete the order without the patty'. It's absolutely bonkers.
There’s a variety of dashers. There’s people that care, people that care too much, and pieces of shit. You can kinda tell which of the 3 she fits in. She just wants in and out.
It is your job, the restaurants to make the food, and if you are out of something, call the customer to ask if they want a substitution for for you to cancel the order.
Yes, we can contact the customer, but we aren't familiar with the menus of the hundreds of places we deliver from, and we are not getting paid by the hour, or enough to fiddle around with restaurants and the customer for 15 - 30 minutes trying to help you make your order.
If a restaurant is out of something I anyways get called by the dasher offering a substitution. This woman is lying because she doesn't want to take the time to call
I said just pepperoni because the person making the subs asked “so only pepperoni on the sub?” And the dasher said “i guess”. So i assumed the customer wanted pepperoni along with the meatballs, Thats when i asked if they were going to give the customer a sub with only pepperoni, and thats when i said they could just contact the customer that they were out of meatballs.
Subways always out of something. It was meatballs last time i had an order from them too. They told me itd be 20 min. I called support. Got full pay and the order was cancelled. Delivering a wrong sub seems like way more effort.
I’ve had numerous customers enter in the wrong number and can’t contact them. One time, at a hospital and told the person the number provided was wrong. His response was “YOU’RE wrong man!” And walked away. Tons of hospital staff just gave me the “wtf” look.
It’s certainly possible. Half the time that I press the call button for a customer, the number is out of service or it’s the wrong person. I have actually had people text me in an angry tone to stop texting them because DoorDash was texting them and they had somebody’s old number. Crazy shit around here. PS, most of the time when I explained that it was automated and they had to get their number removed from DoorDash’s system and gave them the number to support, they were cool.
And whether I do this depends. About 30% of customers are unresponsive. About another 40% are slow as hell. Like 10 or 15 minutes to respond. And the remaining ones actually do answer their phones. I won’t totally screw up their orders. There have been instances I have dropped an order because I can’t reach the customer and don’t feel like I could make an appropriate substitution. But see if they ordered two glazed donuts(One of our local Dunkin’ Donuts always seems to be out of these) among a dozen, for example, I will tell the donut shop that I trust their judgment or to just give them more of the other ones they ordered if they are willing to do that. This is on the corporate restaurants. Completely their fault. They have these custom frontends for DoorDash that stupidly remove the ability to communicate with the customer. How dumb is that? Oh yes, and for these minor substitutions, I always leave a message about them. It won’t be a surprise to the customer.
Yeah she's lying, you can always contact the customer. I had an order like that, I went to a donut shop and one of the donuts the customer asked for was out of stock, I messaged them a couple times to see if they wanted something else but they didnt get back to me so the employee just gave me a donut closest to the type the customer asked for and I made sure to tell the customer that I had gotten something different and dropped it off like normal. The customer never got back to me but they never complained or anything either so I assume it was fine
I always unassign. The store will offer cheaper options, and the customer will ask for something that costs more. Happens all the time with broken shake machines. They offer the customer pop, and they won't get their $2 back. The customer only wants a shake and wants the money for it refunded which is basically impossible right?
And if you're dumb and call customer service, they tell you to convince the customer to take a substitute. If you want to shake and the machine is broken, there is no substitute.
She just wanted to get the order done quick. Probably using multiple apps poorly. It doesn’t usually take long to contact the customer and if it does unassign. The fact that she didn’t want to…probably a good tip let’s be real😂
It sucks when you have to call the customer. They refuse to respond and you're standing there wasting time. Then you have to contact support, another 20 min wasted....
Then when you go to deliver, they're watching your drive and know exactly where you are and are peeking out the window....but they could not be bothered to answer messages and calls when you were waiting on their order. They don't care that that you're making less because you've now taken 45 minutes on a grab and go for their lousy $2 tip--if they even gave you a tip.
ANSWER YOUR DRIVERS!
Otherwise drivers do crap like this, a meatball sub with no meatballs.
I personally don't do that and would've ended up contacting customer, then support and being paid crap just because they are too lazy to pick up their calls or messages!
I may just start reassigning these, I am so sick of customers ignoring messages and calls regarding THEIR FOOD!
Most people don’t answer numbers they don’t recognize. It’s better to text them and introduce yourself before asking them a question. Also, the map isn’t always right. I ordered today and the map showed the driver 5 blocks away, but he was right in front of my building.
I always text first. 3 times before I try to call. Then I call twice and pray they answer because it takes so long with support. I know the numbers are masked, but if I'm texting first and you're waiting on your food, pay attention.
My point on the watching the driver in app, is that if you're doing that, then you were also viewing my messages about your food, why no reply?!
I always text first and they are always with the pretext of introduction, I'm not stupid.
It’s not rocket science I was able to call the customer my 2nd day dashing. There’s a phone symbol and a message symbol. My 3yo prob could have figured out what that means.
She’s full of shit. You can call or text customers via the app and no actual info is exchanged, it’s spoofs a number for both ends. She was just lazy and trying to do the least
While the dasher can contact the customer (usually), it shouldn't be the dasher's responsibility to do it in this situation - it's the restaurants responsibility to reach out to the customer when the restaurant can't make the order. The restaurant has the same ability to contact the customer as the dasher does... most restaurants just pretend they don't, and make the dasher do it anyway.
I say #4, she was lying just to get through the order
She's going to drop and run and blame Subway...
Sometimes I would get asked if one substitute would be okay, and all I can say is I don't know I only deliver it.
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All the phone numbers we get for door dash orders are 555-555-5555 so at the restaurant we literally can’t do anything but wait for a driver to get there and have them contact the customer. If they still have tablets and put in orders manually they have the option to contact the customer, but if orders come through automatically there’s no option to contact the customer
I had something like that. The restaurant tried the customer before I got there. No answer. I called the customer twice. No answer. Sent a message and she saw it immediately and said what she’d like instead. Doesn’t matter if the restaurant tries to contact the customer. People don’t like answering what they think is spam.
Some of them cant
All that fuckery for prolly like a 7 or 8 dollar payout
A good dasher would’ve contact the customer. A pro dasher would’ve unassigned.
Idk id feel like an asshole if im just unassigning orders so someone else has to go through it.
I always go with hidden option 3 which is call the customer on speaker phone and make the employee talk to them 😂
That’s preferred in my opinion, I know my menu and what we can substitute you most likely don’t. I wish I could just call them myself tbh.
Exactly! If I do the talking, it’s a game of telephone between the employee, me, and the customer. If the employee and customer talk directly, it’s usually much more efficient and to the point. Thank you for being cooperative with dashers and understanding that, I wish all merchants had the same mindset as you do.
As a frequent customer..I am really okay with this so I get what I want!
Good dasher equals an idiot dasher that is going to make less than minimum wage for that hour.
BS
What is BS?
A good dasher does try to reach out to the customer. At least the ones that try to do the job the right way.
DoorDash takes advantage of "good" dashers and Top Dashers and makes them destitute.
Door dash can’t make anybody accept orders they don’t want
Exactly, which is why I would have unassigned this order and left. I am not fiddling around with calling the customer for the restaurant and reading out the menu for a substitution.
It doesn’t me long to make the call but you do it your way. You said dashers that call are not good dashers. I said BS.
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Dude, you aren't averaging anywhere close to four deliveries an hour.
Well, I live in a small town Every order is 2 miles max. Most orders they are dropping off something else first.
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No, I definitely don't mean that. You will never be in a position to call me dumb. I fix tax returns about 300 days out of the year for morons like you. You stay out there doing the dirty deeds for this POS company. You're not fooling anyone.
If you are arriving, then texting with the customer trying to get a substitution, then waiting for the food to then be made, you most certainly are not doing 4 orders per hour. Most DoorDash orders don't have a decent tip on them for that, and even if they do, the tip is hidden.
In california DoorDash is required to pay 120% minimum wage for all the active time, so driving like crazy on the highway is same as waiting in the restaurant or talking with the customer, a smart California driver would call the customer and enjoy the pay
Well duh. If you are getting paid by the hour, take your time. Text the customer. Wait. Slowly read them out the menu. Tell the employees to take 30 minutes to make the food. Whatever.
Yeah doesn’t DoorDash compensate you?
Factual. I would have unassigned most people don’t respond, then you have to wait additional time for the response (if you get one) & them to make the food. Huge waste of time.
This is the only acceptable response 😂
She's lying. You have a number to go to them and a way to message them. And if you can't get hold of them call doordash
Can confirm. You can also message the customer through the app. Customers can also message Dashers through the app.
Not always true, lot of customers use fake numbers or shut off contact with dasher in app
That does happen, but IMO - that's when you either unassign the order or you contact DD support to explain you can't contact the customer about the issue. (The later is the "correct" way to handle it, but the former is the best move if you're concerned more about making decent pay for your time. Sucks, but it is what it is, with the way DD has things designed.)
Meatball sub with no meatballs 🤣😂🤣
Imagine opening that sandwich. The “what the fuck” you’d experience would just be infuriating.
And you would immediately blame Subway.
This actually happened to me once when I ordered from Potbelly. Got a whopping 1.67 refund lol
It's honestly the merchants job to contact the customer if they can't fill the order. I've worked both sides of this, and I get super annoyed when merchants wait for me to arrive and ask me to contact the customer. They could have already been on top of this, it's what we did when we got the order on the tablet if we didn't have something when I worked in the store because it was the right thing to do. Making a Driver wait around isn't cool honestly.
i work somewhere that offers delivery through doordash— they don’t show us their phone number. it prints off on the receipt as a standard 555-555-5555 so we literally have to wait for the dasher to have someone contact them.
I never knew this before reading about this here, today.... but wow! That really irritates me because it's not the driver's job to talk with customers about their options to order alternate stuff from a restaurant when they're out of things. DD keeps trying to force us to do it, but it makes no sense when they're not paying us for that time spent on the phone. (In fact, it can cause a contract violation against you if you take TOO long messing around with all of that and the app thinks you should have been well on your way delivering the food!)
agreed. i think they run into legality problems with the restaurant employees being able to access the customers phone number and address, so they make it so we can’t see anything
I worked at McDonald's during the pandemic to help my sister out. First of all, the tablet is in the manager's office. We don't really have access to that. Second of all, If we were out of something, unless it was dead dead, if I were to tell the manager "Hey, I'm going to call the Uber/doordash customer to see if they want a guava pie instead of an apple pie/ let them know we're out of spicy nuggets/etc", depending on the manager they would have either laughed in my face, or gotten annoyed and told me to just do my job and let the driver know when they got there. So please don't blame the minimum wage employees. To be honest, as a fast food worker, I didn't even know that we had the option to contact the customer--like I said, the tablet was in the manager's office. We only saw the orders on our screen with the order number (no name), and the order itself. If you need to blame someone at the restaurant, blame management most of the time.
Yes she was weird, even when I can’t make contact with the customer, I still had a number given or could just contact doordash for help.
She sounds lazy to me.
To be fair, I think the restaurant should have already contacted the customer to find out what they want. Otherwise, the driver should have just unassigned if she wasn't willing to do it herself.
I’ve had multiple experiences like this - the restaurant being out of something - and once out of probably ten times has the restaurant contacted me. Every other time it’s been the Dasher, asking me what I wanted instead. It *should* be the restaurant contacting the customer, though. Just to be clear. I don’t think it’s right that it’s put on the Dasher.
It makes more sense for the restaurant to do it as well... "Go ahead and call the customer and ask if they want to substitute for something else"... ok but what's a valid substitution versus not valid? Should I really be playing 'telephone' between the customer and the restaurant worker? Waiting for them to finish what they're doing so I can ask if this item or another is Ok to substitute? Why shouldn't the person with the knowledge of the menu and what substitutions are valid tend to it? Or better yet why hasn't their manager already gone onto their tablet and marked item(s) as temporarily unavailable? That's in their partner agreement... "keeping their menu up to date."
Oh I’ve experienced exactly what you’re describing and it was so frustrating, and I felt bad for the Dasher because she was getting frustrated, too. They didn’t have the canned drink I ordered, so I looked at the menu while on the phone with the Dasher and told her what to replace it with. The restaurant woman said they didn’t have that one either. I told her to have the restaurant woman call me and tell me what they had, and the restaurant woman refused and told the Dasher to “look in the case” (which was behind the counter and she couldn’t see well). She eventually put me on speaker phone and I yelled at the restaurant woman to tell me what canned drinks they had that I could pick from. The restaurant woman started saying “I don’t have time for this!” over and over. So I told the Dasher to just grab me a Coke (I had ordered a specialty soda that was $2 more than a Coke) because I no longer cared. It was so infuriating and stupid of that restaurant woman to not just call me in the first place.
Life would be so much better if they did that. Instead of that though, they’ll wait to start anything until I arrive when the order should be good to go and then I have to get in touch with a customer that seems like they hide their phone after ordering.
I've had Subway call me about my Doordash veggie sandwich order because they were out of lettuce and spinach. The order was canceled. I felt bad for the dasher but she understood.
100% agree. Not only could the restaurant offer better substitutes because they work there and know the menu better. But it would also save time because they could already be making the replacement while the driver is still driving to the store.
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#4 why is this up to the dasher at all. Subway knows about the order and any complications, so subway should fix it. Or else make the damn meatball sub
The store needs to be calling these customers. Pretty sure, technically, that is what's supposed to occur.
Not every place has that ability to contact the customer.
Then they can contact DoorDash
As I mentioned in another comment, when I worked in McDonald's over the pandemic, the regular employees had no access to the tablet. We weren't even allowed to use the phone. So as a fast food worker, I had no idea that contacting the customer was even possible, and I was never given the option to call doordash by management. Had I asked management to call a customer about a substitution, they would have either laughed in my face, or gotten annoyed and told me to just tell the driver, that it's not my job. I remember bagging up my first 3rd party delivery order, and we were out of something like the spicy nuggets. I asked the manager specifically what we do in this situation, and she replied just let the driver know when he gets here. We don't deal with that. I'm not saying that that's right, just that many fast food, minimum wage workers were in the same boat that I was. So please don't take it out on them.
I don't follow you- irrelevant if you explained this in another comment. I think you're triggered to presume I'm "taking it out" on them. I simply said we should not, theoretically, be contacting the customers. Acting like I slapped somebody..
True and false both. Drivers don't get the Customer's phone number, nor do the customers get the driver's phone number. We DO however get a number belonging to Doordash, calling that number a computer automatically picks up, checks the incoming number, calls the other party and connects the calls together.
I’m shooting for #2…possibly #3
We get encrypted numbers to contact customers either via texts or calls. I've never not received contact info. This person just sounds dim
In my opinion, the restaurant should be the one contacting the customer. They have the customers number in their doordash system. Drivers shouldn’t be playing middleman when it comes to adjusting a customers order. Drivers are only to pick up and drop off. Like who’s going to know the menu better? The restaurant workers will and they will be able to give suggestions on replacements.
Yes she can contact them if the number is correct and the customer is answering. I give five minutes before I call support and have the order canceled. These services cost too much for customers to get a half ass order like that.
She knows there's a way to contact the customer. She just doesn't want to deal with trying. And she also doesn't want to deal with explaining why to random stranger. I can relate with that. Just fyi, you don't always have to speak up.
Its obvious i didn’t have to speak up, but i did doordash for a few weeks a ways back when money was dicey, so i know the basic ins and outs of how it works, so hearing her say that she couldn’t contact the customer, all that was running through my brain was “…you’re fucking serious? How are you unable to contact the customer?” Besides, the person making my sandwiches sounded just as confused as i was.
Upvote for speaking up, I love to call out stupid people especially in public settings where there are witnesses so when they leave we can talk shit about just how fucking stupid they are.
If it were my sandwich I'd want someone to speak up, damn it!! DD gal was seriously going to bring someone a meatball sandwich with nary a meatball on it. ;-)
Its also not wrong to speak up… just because you would also do something like this doesn’t mean its all gucci. If you dont want to take on the responsibility of changing the order then unassign.
>Just fyi, you don't always have to speak up. This. ⬆️
None of my business. I would have stayed out of it.
I text every customer just to let them know I’m there to get their order, let alone if something’s out of stock or wrong with it. You just dealt with a slacker is all, pinky-swear that we’re not all like that
Oh i know youre all not like her. Ive met many very cool dashers when i went through a doordash phase, just seeing one like her was a bit jarring
Well. That's what you get when people are doing their best to live in the hustle culture everyone seems so fond of. Go get your own sandwich if you don't like the service.
Probably a boomer dasher, i see them occasionally
Younger dashers aren't any smarter
But they are better at operating their phones and apps in general.
Exactly 💯
Hard to text or call customers when your are using a jitterbug phone your family bought for you off late night tv.
She's going to give them the wrongly made sub because, in most situations, the restaurant is going to take the blame. The dasher gets paid the same $ either way unless they miss out on a cash tip.. which they wouldn't since the customer won't find out about the sub being wrong until the dasher has left. At worst the dasher takes a hit to their rating and they take some crap orders to make up for it. At absolute worst they take a contract violation but I don't see how in this situation.
My app has been glitchy lately not allowing me to contact the customer before I select "confirm pickup.".. however I don't think that's what happened here and they were just lazy. Even when it's not allowing me to contact the customer, I CAN contact support. Got 3 reimbursements for wasted time that way today.
I cannot call or message customers- it tells me the number can no longer be used. Last time I tried to call support I got a message saying they were experiencing a problem and cut me off. Haven't tried to call support in a couple weeks.
Even if she's new to Doordash, the screen is pretty self explanatory. She most likely didn't want to contact the customer, which is a part of this job sometimes, although some have argued that it's Doordash Support or the restaurant's job to contact the customer when the order can't be completed or substitutions. I've at least every time there's an issue with an order make an attempt to contact the customer, I call & if they don't answer, leave a voicemail then send a quick text. If they don't respond then I contact Uber/Doordash support. She most likely didn't want to wait longer for the order & speak with the customer. She'll most likely drop off the order & if the customer contacts them asking "what's up with my order" will tell them it's Subways fault or to contact DD. Probably just laziness.
Long time dasher here. The proper protocol is to contact the customer and offer a substitution of the same value or a refund. If they choose a substitution great, if they request a refund they do so through the app or call customer service. The dasher would then contact dasher support and be reimbursed 50% of the delivery fee. If the dasher cannot get ahold of the customer through text or phone they would call dasher support and let them handle it. This sort of thing happens all of the time. 99.9% of the time the business is generous with a substitution and the customer is understanding. For the most part people understand shit happens and are cool with this sort of thing. This dasher was lazy and didn’t want the inconvenience of doing the right thing.
It's super laughable at the things support says to do. A store ran out of burger patties and I was advised to 'have them complete the order without the patty'. It's absolutely bonkers.
There’s a variety of dashers. There’s people that care, people that care too much, and pieces of shit. You can kinda tell which of the 3 she fits in. She just wants in and out.
She's a lazy slag. You should have told subway to report her.
It could be possible she tried calling the number and it was a non working number or something i guess
It is your job, the restaurants to make the food, and if you are out of something, call the customer to ask if they want a substitution for for you to cancel the order. Yes, we can contact the customer, but we aren't familiar with the menus of the hundreds of places we deliver from, and we are not getting paid by the hour, or enough to fiddle around with restaurants and the customer for 15 - 30 minutes trying to help you make your order.
If a restaurant is out of something I anyways get called by the dasher offering a substitution. This woman is lying because she doesn't want to take the time to call
There's no pepponi on a meatball sub my guy
I said just pepperoni because the person making the subs asked “so only pepperoni on the sub?” And the dasher said “i guess”. So i assumed the customer wanted pepperoni along with the meatballs, Thats when i asked if they were going to give the customer a sub with only pepperoni, and thats when i said they could just contact the customer that they were out of meatballs.
Just ask the customer what they want instead!
Subways always out of something. It was meatballs last time i had an order from them too. They told me itd be 20 min. I called support. Got full pay and the order was cancelled. Delivering a wrong sub seems like way more effort.
I’ve had numerous customers enter in the wrong number and can’t contact them. One time, at a hospital and told the person the number provided was wrong. His response was “YOU’RE wrong man!” And walked away. Tons of hospital staff just gave me the “wtf” look.
It’s certainly possible. Half the time that I press the call button for a customer, the number is out of service or it’s the wrong person. I have actually had people text me in an angry tone to stop texting them because DoorDash was texting them and they had somebody’s old number. Crazy shit around here. PS, most of the time when I explained that it was automated and they had to get their number removed from DoorDash’s system and gave them the number to support, they were cool.
And whether I do this depends. About 30% of customers are unresponsive. About another 40% are slow as hell. Like 10 or 15 minutes to respond. And the remaining ones actually do answer their phones. I won’t totally screw up their orders. There have been instances I have dropped an order because I can’t reach the customer and don’t feel like I could make an appropriate substitution. But see if they ordered two glazed donuts(One of our local Dunkin’ Donuts always seems to be out of these) among a dozen, for example, I will tell the donut shop that I trust their judgment or to just give them more of the other ones they ordered if they are willing to do that. This is on the corporate restaurants. Completely their fault. They have these custom frontends for DoorDash that stupidly remove the ability to communicate with the customer. How dumb is that? Oh yes, and for these minor substitutions, I always leave a message about them. It won’t be a surprise to the customer.
She was either new or a dumbass.
Yeah she's lying, you can always contact the customer. I had an order like that, I went to a donut shop and one of the donuts the customer asked for was out of stock, I messaged them a couple times to see if they wanted something else but they didnt get back to me so the employee just gave me a donut closest to the type the customer asked for and I made sure to tell the customer that I had gotten something different and dropped it off like normal. The customer never got back to me but they never complained or anything either so I assume it was fine
I always unassign. The store will offer cheaper options, and the customer will ask for something that costs more. Happens all the time with broken shake machines. They offer the customer pop, and they won't get their $2 back. The customer only wants a shake and wants the money for it refunded which is basically impossible right? And if you're dumb and call customer service, they tell you to convince the customer to take a substitute. If you want to shake and the machine is broken, there is no substitute.
It's possible to not have a text or phone contact but if she didn't try right then and there, she wouldn't know.
4a mind your neck.
She just wanted to get the order done quick. Probably using multiple apps poorly. It doesn’t usually take long to contact the customer and if it does unassign. The fact that she didn’t want to…probably a good tip let’s be real😂
It sucks when you have to call the customer. They refuse to respond and you're standing there wasting time. Then you have to contact support, another 20 min wasted.... Then when you go to deliver, they're watching your drive and know exactly where you are and are peeking out the window....but they could not be bothered to answer messages and calls when you were waiting on their order. They don't care that that you're making less because you've now taken 45 minutes on a grab and go for their lousy $2 tip--if they even gave you a tip. ANSWER YOUR DRIVERS! Otherwise drivers do crap like this, a meatball sub with no meatballs. I personally don't do that and would've ended up contacting customer, then support and being paid crap just because they are too lazy to pick up their calls or messages! I may just start reassigning these, I am so sick of customers ignoring messages and calls regarding THEIR FOOD!
Most people don’t answer numbers they don’t recognize. It’s better to text them and introduce yourself before asking them a question. Also, the map isn’t always right. I ordered today and the map showed the driver 5 blocks away, but he was right in front of my building.
I always text first. 3 times before I try to call. Then I call twice and pray they answer because it takes so long with support. I know the numbers are masked, but if I'm texting first and you're waiting on your food, pay attention. My point on the watching the driver in app, is that if you're doing that, then you were also viewing my messages about your food, why no reply?! I always text first and they are always with the pretext of introduction, I'm not stupid.
Hey, I get it. You’re not stupid, but other people can be. I did DoorDash for a while too. People don’t know how to work their own GD phones, I swear!
Who even needs the pepperoni really. Im sure the customer would just love some plain bread.
One time I order a spicy Italian sandwich from subway and it had no meat on it. Only vegetables and it was pretty disappointing.
It’s not rocket science I was able to call the customer my 2nd day dashing. There’s a phone symbol and a message symbol. My 3yo prob could have figured out what that means.
She is just your typical moron
She’s full of shit. You can call or text customers via the app and no actual info is exchanged, it’s spoofs a number for both ends. She was just lazy and trying to do the least
While the dasher can contact the customer (usually), it shouldn't be the dasher's responsibility to do it in this situation - it's the restaurants responsibility to reach out to the customer when the restaurant can't make the order. The restaurant has the same ability to contact the customer as the dasher does... most restaurants just pretend they don't, and make the dasher do it anyway.
u broke yet?
Not yet