I miss old delivery services when stores had their own drivers. It was much more consistent, and if there was a problem they'd make it right. DoorDash will give refund, which is fine, but doesn't help with solving food problem that led me to them in the first place.
I also had DoorDash try to guilt me into ignoring issues by saying I reported things more often than most and it hurt the restaurants and drivers. I was getting bags with more than 50% of my order missing, sometimes the main course missing, and many times a completely different meal with someone else's name on it. Trying to make me feel guilty for reporting when I didn't get what I paid for, when I was paying a premium for it, left a really bad taste in my mouth. They tried to make it sound like I was taking advantage of their policy, without explicitly saying it, and that wasn't the case at all.
A few things that would solve most problems would be:
1. Having the restaurant contact the customer if something isn't available, like any standard restaurant would in the pre-DoorDash days. This way order issues can get resolved, either my substitutions or adjusting the order cost and expectations accordingly.
2. Having a unique and simple code that is really big on the receipt. Some places currently use something like last name, first initial, which has been a been a problem with some of the wrong orders. Looking at the receipt I can see some ambiguity and where someone in a hurry would make a mistake.
3. Show issue rates at restaurants. On what percentage of orders are mistakes made that lead to a refund? This would be a helpful stat, as I have noticed some restaurants are much worse than others, to the point I stopped ordering from them. Let the customer see this, and better yet, if they fall below a certain threshold, kick them off the app until they can get their act together and show they fixed whatever the problem was. Things like this make everyone look bad.
These are things these companies should be fixing with their system to reduce these problems, not trying to shift blame to customers.