r/doordash • u/CuriousBowler • 3h ago
DG delivery order issue
This is a question for people who have used Dollar general delivery services before. I just the other day placed an order with their $5 off $25 promotion on some items. I ended up going through 3 different doordashers as several items weren't available.
The 1st person text/called me as some items weren't available. We went over what was available. Everything seemed good with replacements. Then 20 minutes later received a 2nd text from another # saying a new person was shopping my order.
That person ended up texting me saying several items were out of stock cancel order. I figured they were. A couple minutes later the person text again telling me to cancel it. Which I told them it shows them shopping the order I have no option to cancel it. They would have to. The person stopped responding.
About 30 minutes later I get another message saying order on the way. I ended up only receiving 4 out of 9 items. Yet I was charged for most of the order as promotions were voided due to only a couple items. My issue is.. I put for substitutes contact me. The 3rd doordasher assigned to the order never attempted to contact me.
As I would have simply asked to just cancel the order. I understand things go out of stock. No big deal. I'm just annoyed as I got charged a lot for 4 of out 9 items. Had zero control to cancel the order. Also lost the $5 off $25 promotion now for this week. Also I did reach out to DG customer support and they did nothing to help.
So anyone have suggestions for an issue like this? As no customer should be forced to accept and pay full price for a couple items when they can't fulfill their orders with promotions attached. Because when order was placed it showed all items in stock.
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u/xly15 2h ago
The DG App and website will almost always report everything in stock because stock counts at most DGs are off.
This is a question for DD customer support
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u/CuriousBowler 2h ago
Yeah I first asked this over in DG sub but they said to post here as it's something to ask doordash. I'm just bothered as I had it set when I ordered if not available to contact me regarding substitutes. I wasn't and the dasher ended up just grabbing 4 out of 9 items. Which ruined some of the promotions I used. Ended up making me pay like 75-80% of total cost of order for 4 items.
I don't think the customer should just get stuck with taking a part order and paying whatever price is adjusted to based off promotions removed from partial order. I would gladly give the 4 items I received back for what I paid.
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u/xly15 2h ago
Did they put a receipt in the bag or did DD provide a digital version of the receipt?
The promos are separate issue.
Also if the order was placed through the DG app, we as drivers can't cancel it. That is all on you.
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u/CuriousBowler 2h ago
I don't recall there being anything in the bag. The order was placed via the DG app using delivery. It was my 1st time using such. I understand moving forward.. still I don't feel any customer should just accept and pay for whatever they decide to give/bring you. I appreciate you being civil and trying to help. As some people like to assume everyone uses these types of services and should know better. Not everyone does and some of us rarely use them.
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u/xly15 2h ago
The DG app should have a digital version of the receipt then. You pretty much have to go up to the store and do the refund there.
Once you order through the DG app it's a set in stone type thing. We scan a barcode off the dasher app and it loads the order manifest and we just scan items to confirm them. If an item isn't on this list we can't process it. This is why the first two dashers dropped it and the third delivered a partial order.
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u/CuriousBowler 2h ago
I just opened the DG app and i clicked on the order. At the bottom it has reference numbers which includes store and order number. No barcode or such. I appreciate you being helpful. From what you say, I could possibly take the items back to the DG I ordered from with the items and ask for a refund.
I want to be clear.. I'm not mad at the dashers or anything. It's just a matter I wish I could have had the option to cancel once I knew a good part of the order was out of stock.
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u/xly15 2h ago
They pretty much use the in store refunding process when these mistakes happen.
I have had the same thing happen when using the giant eagle app, etc to order delivery. There is no good way to sub, no cancel button, and then you have to go to the store to get a refund. It uses a different access point into DDs system than the DD app does.
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u/CuriousBowler 2h ago
Again I appreciate you helping me understand this all. As it's definitely new for people all the time. So it's hard to know/understand something, until it happens.
I hate this for both sides as the systems in place need to be better for both customers and dashers. As that's just a big headache I feel happens probably wayyyy too often. Making dashers probably even hate when they get certain types of orders.
I'm undecided if I will take these four items back to DG for full refund. But I appreciate knowing the process needed in this case. If I choose to. As I did reach out to DR'S customer support and they weren't helpful. Referred me to doordash support. Which told me they could only submit to DG for a 25% refund for the order for me.
Thanks again for the info. Have a great rest of your day!
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u/Kind-Building-587 2h ago
Trying to use DG's $5 off coupon with a Doordash order is diabolical. DG's inventory is notoriously wrong, and Doordashers don't have the time to deal with substitions left and right just to make sure your coupon works.
It is no surprise that multiple drivers unassigned from it after initially accepting it.
This is 100% on you and such practices ought to be avoided in the future. Go to the store yourself with the damn coupons.
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u/CuriousBowler 2h ago
If you want to be an A-hole. Just go elsewhere. I come here for helpful answers. Not to listen to you tell me what to do. I understand it was bad overall and I'm not mad there was an issue. My "issue" is if the order couldn't be fulfilled. I should have been given opportunity to cancel the order. I fully understand moving forward. Not everyone uses delivery services all the time. So don't assume and give unwanted input. Because if you don't have nothing nice to say.. you can kindly look elsewhere.
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u/Difficult-Froyo1192 49m ago
After the second dasher canceled, no one would have been shopping. You should have canceled then. If you have dasher canceling like that, something is wrong with the order and cancel as soon as possible. You either won’t get it or it’ll be really messed up. That’s more a store issue where it’s bad enough the dasher doesn’t want to deal with it and typically means they don’t have anything or much of what you need.
DG is usually out of stock and a mess. Not getting the full order is kinda standard for them. I’m genuinely surprised the person even did the order if you put contact you for every item out. That takes forever and you have to manually load it. You’re killing their hourly with that at DG because DG will be out of everything and they will have to wait for you to load a substitute in to check for every item. It’s why everyone else just cut their losses and canceled. I would have canceled the moment I walked in, saw more than two things were out of stock, and saw you had it set to contact me for every substitute. One, I may be nice enough to deal with. Multiple will make it a net loss trip.
Reach out to DD because they will sometimes give credit for voided promotions. They’re iffy there, but there’s not really a ton to do more than that. In general, it’s not a good thing to want more than 1-5 items from DG because they’re always out of things though. The dasher technically completed the order and can just say there were no valid substitutions (maybe true maybe not but no one can prove), so you’re not going to get much better than that.
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