Contact Caviar Support

by Lalachango

So I wrote a review about DoorDash since they banned my account for no reason, offered no help in reactivating it, and we’re not able to provide a reason as to why I was banned. Come to find caviar is owned by DoorDash, and even though I have only used caviar ONCE, they banned my account too. I “chat” with a customer service rep and they too, are unable to give me a reason as to why I am banned. I am just told that I “violated their terms and conditions” but what part? What did I specifically do? I am a 22 year old female who has only used the app to order food. I am not some hacker stealing free meals from this service so I don’t understand what I possibly could have been banned for. I ask for a phone number to speak to someone directly and try to get my account working and they straight up tell me “they don’t have a phone number at this time”. How do you not have a phone number for you customers to reach out to?? Especially when you are banning their accounts for no reason?? Absolutely ridiculous how they have zero lack of care or sincerity when it comes to their customers. Even if they somehow deactivate my account I will never be using DoorDash or caviar again. I don’t appreciate being made to feel like I’m some criminal on a black list when I am literally just trying to order food and support local businesses.

by Purple926

So I decided to give Caviar a try, and was swiftly disappointed. So I place my order for some Korean food at 3:09 pm. I get the confirmation email from Caviar saying that the restaurant has received my order, and to expect it by 3:45 ish. So I go about my day, until after 4 pm and realize that nothing has been delivered. So I check the App and it says that my food was already delivered the exact same time I placed the original order.

Thinking that is very strange, I contact CS to find out that they immediately canceled my order (with the excuse of saying) that my order was never received by the restaurant. I get more run around about some other details (like trying to get all the charges/tip get refunded and making sure all credits will apply), until 15 minutes later I had only a credit of $8, and I had to reorder everything again or forfeit the I was money owed.

This just doesn’t seem fair to me. Caviar did apologize for the mixup, but they never took ownership of their mistakes or tried to go above and beyond (especially during these times. ) I normally wouldn’t be perturbed by this, but due to the pandemic I can only get food from delivery since I’m immunocompromised. It’s hard enough trying to afford all the fees and charges with these services. I just came away feeling used and upset. Not a good 1st impression by any means.

by LJS57

UPDATE: I contacted customer service as directed below. The short answer is, they aren’t willing to refund orders, it’s against their policy. Even if it shows up over an hour late (nearly 2 hours after the order was placed) and is cold and soggy- I’ve already gotten more than one credit for poor service. What I want is my money back. I informed them I’d be deleting the app, and got a canned response saying we hope this experience doesn’t reflect badly on them. I am deleting the app and will be ordering from DoorDash moving forward. DoorDash is now picking up many of the restaurants that were once specific to Caviar, they’re timely, and their fees are lower. I’m sorry Caviar, I tried.
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If the food ever got to me in a timely manner, or even lukewarm, I wouldn’t be complaining. That said, nearly every time I’ve ever use this service, the delivery time increased from the posted 45-55 minutes, to 1.5-2 hours. That’s ridiculous. I wonder how they treat their restaurants as well because more than once I’ve received strange inaccurate orders- for example, a salad will show up bare (just a container of lettuce, minus any of the listed ingredients from the site), or most frequently, anything I add on as “extra” to a dish I get charged for, but the “extra” isn’t included. I’ve requested refunds, with no response. It’s a shame bc they work with some good places.