Forgive me as I am totally naive to Grub Hub, Door Dash, Uber, etc. Haven't used them once in my life. But, aren't they just the delivery agent? Meaning, the food comes from a restaurant establishment who supplied the product, which DD delivered. Isn't DD just the "messenger"? Isn't OPs beef with the restaurant? Aren't the rules for filing a dispute with your credit card provider that you have to try to work it out with the seller first? If I read correctly, OP first filed a complaint with DD (the messenger), then filed a dispute with the CC provider without reaching out to the seller first. How about calling up the restaurant and saying hey you sent me spoiled food, what can you do about it? I'm missing something.
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@ptatohed wrote:Forgive me as I am totally naive to Grub Hub, Door Dash, Uber, etc. Haven't used them once in my life. But, aren't they just the delivery agent? Meaning, the food comes from a restaurant establishment who supplied the product, which DD delivered. Isn't DD just the "messenger"? Isn't OPs beef with the restaurant? Aren't the rules for filing a dispute with your credit card provider that you have to try to work it out with the seller first? If I read correctly, OP first filed a complaint with DD (the messenger), then filed a dispute with the CC provider without reaching out to the seller first. How about calling up the restaurant and saying hey you sent me spoiled food, what can you do about it? I'm missing something.
That's what I was thinking...DD didn't make the food themselves. The restaurant did. I'd have tried reaching out to the restaurant before finally going the dispute route.
I would again take it up with the restaurant who ultimately made the "rotten" food and write a Google or Yelp review about your experience.
i think people are getting way off track here when OP mentioned the amount of disputes he did in the past - the main focus was their dissapointment with getting rotten food (which is unacceptable) and hoping his creditor would back him/her up - you should have taken pictures of the rotten food instead of sending the 40 page rule book (just my opininon) but i agree i would be mad too and would want my money back . As to who issues the refund (doordash or BOA) i cant say because i dont use either but i definitly would keep trying to call doordash until your issue is resolved
anyway this is just a credit forum this stuff isnt that deep 😇
@Anonymous wrote:
@ptatohed wrote:Forgive me as I am totally naive to Grub Hub, Door Dash, Uber, etc. Haven't used them once in my life. But, aren't they just the delivery agent? ...
No, doordash was the entity OP contracted with, and it should be up to them to deal with the supplier if needed. If you go to big box store and buy some expensive electronics that is dead on arrival, you would go back to the store. You would not be happy if they told you to contact the manufacturer as they are just the messenger. They took your money!
Except that they refused to handle the issue, and their "Terms of Service" is, of course, written squarely in their favor to absolve themselves of any liability. Yes, personally I would start with the restaurant directly, if possible (which OP said he did.) Then Door Dash. Finally, reaching out to the credit card vendor is a last resort in this case. In my own case, I've used some GrubHub and DoorDash services, and if there were problems the local restaurant usually was helpful without elevating.
Per Paragraph (5) of the Door Dash Terms of Service:
(5) Contractors and Merchants are Independent:
You understand and agree that DoorDash provides a technology platform connecting you with independent food service providers and others that provide the products offered through the Services (“Merchants”), and independent third-party contractors who provide delivery services (“Contractors”). You acknowledge and agree that DoorDash does not itself prepare food or offer delivery services, and has no responsibility or liability for the acts or omissions of any Merchant or any Contractor. Merchant is the retailer; the services offered by DoorDash pursuant to this Agreement do not include any retail services or any food preparation services. DoorDash is not in the delivery business nor is it a common carrier. DoorDash provides a technology platform facilitating the transmission of orders by Users to Merchants for pickup or delivery by Contractors. DoorDash will not assess or guarantee the suitability, legality or ability of any Contractor or Merchant. You agree that DoorDash is not responsible for the Merchants’ food preparation or the safety of the food or whether the photographs or images displayed through the Services accurately reflect the food prepared by the Merchants and/or delivered by the Contractor, and does not verify Merchants’ compliance with applicable laws or regulations. DoorDash has no responsibility or liability for acts or omissions by any Merchant or Contractor.
However, Bank of America isn't liable for a claim like this and any accusations about questionable practices on their part is totally out of line. I've found that if I've authorized the charge (which OP did in this case), there isn't an easy "100% satisfaction guarantee" to refund those charges. I don't know which specific cards OP had disputed charges on previously, but only the premium-level cards normally carry additional protections for purchases. You don't typically find those protections on basic no-AF cards like a Customized Cash Rewards. For example, my Chase Sapphire Reserve and AMEX Marriott Bonvoy Brilliant both have Purchase Protection, Return Protection, and Extended Warranty protections that offer additional consumer protections. While some lenders are more consumer-friendly when it comes to handling disputes, they have no responsibility to go above and beyond when charges were authorized. In this specific case, Door Dash provided its' service as requested by the consumer per the Terms of Service and therefore, had a right to be paid by Bank of America. The charges were not fraudulent and the ToS indemnifies Door Dash from Quality Control issues. So in Bank of America's eyes, case closed.
The Federal Trade Commission has consumer advice regarding disputed credit card charges. However, this doesn't really help OP since the amount is less than $50:
"Disputes about the quality of goods and services are not "billing errors," so the dispute procedure doesn't apply. However, if you have a problem with goods or services you paid for with a credit or charge card, you can take the same legal actions against the card issuer as you can take under state law against the seller."
"To take advantage of this protection, you must have made the purchase (it must be for more than $50) in your home state or within 100 miles of your current billing address, and make a good faith effort to resolve the dispute with the seller first."
This is a great example of the consumer risks of third party services such as Door Dash. The consumer is left with little recourse when everyone passes the buck for responsibility. If a consumer ordered directly from a local restaurant, perhaps Bank of America would have reacted differently. In any case, placing blame on the bank for a Door Dash dispute is inappropriate.
I would suggest reopening the claim with Door Dash. Otherwise, the only other real option at this point is to treat this as a learning experience, not for what to expect from Bank of America but what to expect from Door Dash and that particular restaurant. So I would take my business elsewhere.
I doubt that a lender would be responsible for the quality of service that you recieved (anyway, if Amex would do it, it would be nice). I had one issue with one of my merchants and BOA said that since I used my card by myself in the past to buy a service from that merchant, the issue with the quality of the service should be resolved with the merchant directly.
Anyway, selling rotten food is a health hazard and it is a mistake by the restaurant (but not DD). In addition to following up to get your money back (from either DD or restaurant), I suggest to report this problem on sending rotten foods, to the corresponding health departments.
Fico8: EX~EQ~TU~840 (12 month goal~850).