DoorDash - Food Delivery

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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DoorDash - Food Delivery

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

A weekly roundup of DoorDash - Food Delivery's key feedback

1

Delivery Issues

Many users report that drivers frequently deliver orders to incorrect addresses or make multiple stops before delivering, resulting in cold food. Approximately 30% of users seem affected by these delivery issues.

2

Customer Service Frustrations

Users express dissatisfaction with customer service, citing difficulties in obtaining refunds or resolving issues. Around 25% of users mention poor customer service experiences.

3

Unexpected Charges

Some users are surprised by unexpected charges, such as automatic DashPass subscriptions or double charges for orders. This issue affects about 15% of users.

4

Order Accuracy Problems

A significant number of users report receiving incorrect or incomplete orders, with insufficient compensation for the inconvenience. Approximately 20% of users face this issue.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Uber Eats
Uber Eats receives mixed feedback, with users praising its variety of food options and convenience, but criticizing high fees, poor customer service, and issues with refunds and order accuracy. Many users express frustration with the app's pricing and support, leading to dissatisfaction and account deletions.

#2 RUNNER UP

DoorDash - Food Delivery
DoorDash feedback is polarized; while some users appreciate its user-friendly interface and timely deliveries, others report issues with refunds, customer service, and order accuracy. The app's convenience is often overshadowed by complaints about non-transparent policies and inconsistent service quality.

#3 Straggler

Grubhub
Grubhub is often criticized for late deliveries, poor customer service, and high fees, with many users experiencing issues with order accuracy and refunds. Despite some positive experiences, the overall sentiment is negative, with users frequently recommending competitors like DoorDash for more reliable service.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Uber Eats
#1 Users Choice
Uber Eats receives mixed feedback, with users praising its variety of food options and convenience, but criticizing high fees, poor customer service, and issues with refunds and order accuracy. Many users express frustration with the app's pricing and support, leading to dissatisfaction and account deletions.
DoorDash - Food Delivery
#2 Runner-up
DoorDash feedback is polarized; while some users appreciate its user-friendly interface and timely deliveries, others report issues with refunds, customer service, and order accuracy. The app's convenience is often overshadowed by complaints about non-transparent policies and inconsistent service quality.
Grubhub
#3 Straggler
Grubhub is often criticized for late deliveries, poor customer service, and high fees, with many users experiencing issues with order accuracy and refunds. Despite some positive experiences, the overall sentiment is negative, with users frequently recommending competitors like DoorDash for more reliable service.

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Nuggets

Major Highlights of the Week

Driver Navigation Issues
Drivers frequently misdeliver orders to incorrect addresses, particularly in apartment complexes, causing significant inconvenience for customers. This issue highlights a need for improved navigation and address verification systems within the app.
Inadequate Refunds
Customers express dissatisfaction with the refund process, receiving insufficient compensation for incorrect or missing orders. This indicates a gap in the customer service policy that fails to adequately address and resolve order issues.
When my order was wrong, DoorDash only refunded me six dollars, which is not enough for the inconvenience.
Unreliable Delivery Times
The app's estimated delivery times are often inaccurate, leading to delays and cold food upon arrival. This suggests a need for more precise delivery time predictions to enhance customer satisfaction.
Estimated delivery time is useless; make it accurate.
Unauthorized Charges
Users report unauthorized charges for services like DashPass, which they did not knowingly subscribe to, causing frustration and distrust. This points to a need for clearer subscription management and notification systems.
I didn’t realize I had a free month of DashPass and now I'm being charged $10 for something I never knew I had.
Poor Customer Support
Customers find it difficult to reach customer service and resolve issues, leading to unresolved complaints and dissatisfaction. This highlights a critical need for more accessible and effective customer support channels.
There is no way to reach anyone for customer service, and I'm still waiting for an $82 credit.
Multiple Delivery Stops
Drivers often make multiple stops before delivering an order, resulting in cold food and extended wait times. This indicates a need for optimized delivery routing to ensure timely and efficient service.
Drivers make 4-5 stops before delivering my food, and it arrives cold.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Driver Navigation Issues
Drivers frequently misdeliver orders to incorrect addresses, particularly in apartment complexes, causing significant inconvenience for customers. This issue highlights a need for improved navigation and address verification systems within the app.
Inadequate Refunds
Customers express dissatisfaction with the refund process, receiving insufficient compensation for incorrect or missing orders. This indicates a gap in the customer service policy that fails to adequately address and resolve order issues.
Unreliable Delivery Times
The app's estimated delivery times are often inaccurate, leading to delays and cold food upon arrival. This suggests a need for more precise delivery time predictions to enhance customer satisfaction.
Unauthorized Charges
Users report unauthorized charges for services like DashPass, which they did not knowingly subscribe to, causing frustration and distrust. This points to a need for clearer subscription management and notification systems.
Poor Customer Support
Customers find it difficult to reach customer service and resolve issues, leading to unresolved complaints and dissatisfaction. This highlights a critical need for more accessible and effective customer support channels.
Multiple Delivery Stops
Drivers often make multiple stops before delivering an order, resulting in cold food and extended wait times. This indicates a need for optimized delivery routing to ensure timely and efficient service.

Quotes of the week

Hear from some of the most impactful users to drive changes

DoorDash consistently delivers late and cold food, and their customer service is terrible. It's overpriced and not worth the hassle. Use any other app to save your money.
Luke1127
Week of April 9th, 2025
The app is not user-friendly, and I had to spend over an hour placing an order, including contacting customer service and the restaurant. Please make the app more intuitive.
gbfan36
Week of April 9th, 2025
DoorDash drivers often make multiple stops before delivering my food, resulting in cold meals. The refund process is inadequate, and the service lacks organization.
BiggestCRITIC2023
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
DoorDash consistently delivers late and cold food, and their customer service is terrible. It's overpriced and not worth the hassle. Use any other app to save your money.
Candice Wu
App Store
The app is not user-friendly, and I had to spend over an hour placing an order, including contacting customer service and the restaurant. Please make the app more intuitive.
Kelly Williams
Google Play
DoorDash drivers often make multiple stops before delivering my food, resulting in cold meals. The refund process is inadequate, and the service lacks organization.
Koray Okumus
Google Play

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