I am writing to express our concern regarding recurring issues with DoorDash, one of the third-party delivery partners used for orders placed through our business website powered by Square.
We have been experiencing frequent situations where DoorDash drivers fail to show up to pick up and deliver orders placed by our customers (we are located in london-On, Canada). When we contact support for assistance, we are repeatedly told that there are no available drivers to complete the delivery, and we are advised to cancel the order.
This situation is extremely frustrating and concerning for our business. Our customers place orders through our website expecting their food to be delivered as promised. When no driver arrives, our customers are left waiting, their orders are not delivered, and our business is left dealing with the disappointment, complaints, and potential loss of trust.
Our main concern is: what happens to our customers when DoorDash cannot fulfill a delivery? We cannot simply keep asking customers to accept cancellations because a delivery partner has no available drivers. We also should not have to bear the consequences of a recurring delivery service failure that is outside our control.
As Square provides the platform through which our customers place their orders and access delivery services, we would appreciate your assistance in addressing this issue and clarifying what solutions are available to prevent it from happening repeatedly.
Specifically, we would like to know:
What measures can Square take to ensure that a delivery driver is available before accepting delivery orders through our website?
What alternatives are available when DoorDash cannot fulfill a delivery request?
Is there a way to automatically assign another delivery provider when DoorDash has no available drivers?
What support or compensation options are available for businesses affected by repeated delivery failures?
What steps can we take to prevent our customers from experiencing this situation in the future?
We value Square as our business platform and want to continue providing a reliable and positive experience for our customers. However, reliable delivery is an essential part of that experience, and these repeated issues are negatively affecting our business and customer satisfaction.
We would appreciate a clear response outlining the available solutions and the steps Square can take to help resolve this ongoing problem.
Thank you for your time and attention. We look forward to hearing from you soon.
Kind regards,
Casa Manioca Inc.
