If your DoorDash, Uber Eats, Grubhub, or restaurant order is late, cold, incomplete, wrong, damaged, or marked delivered but missing, report it from the order's Help option as soon as you notice. Include the promised and actual delivery times, clear photos, and the remedy you want.
For U.S. orders, no single refund deadline or automatic-refund rule applies to every delivery app. The platform's policy, the business that took your payment, the payment method, and the evidence you provide can affect the result. State and local consumer or food-safety rules may also differ. This is practical consumer information, not legal advice.
Before you contact support
A short, factual complaint is easier to review while the order record is still available.
- Photograph what arrived. Take clear pictures of the full order, packaging, labels, spills, wrong items, and visible damage. For a missing item, show the opened bag and everything that was delivered. DoorDash specifically asks for original, clear photos and, where possible, all delivered items in its missing and incorrect order guidance.
- Save the order record. Screenshot the receipt, order number, promised delivery time, tracking page, delivery photo, and final charge.
- Write down the timeline. Record when you placed the order, the estimated arrival time, when it arrived or was marked delivered, and when you reported the problem.
- Keep the packaging if it's safe. Don't eat food you believe may be spoiled or contaminated. Keep labels and packaging long enough to photograph them and answer support's questions.
- Choose a remedy. Ask for a refund to the original payment method, a replacement, or account credit. If only one item was affected, identify that item and its charge.
Don't edit photos, exaggerate the problem, or submit duplicate claims for the same order. Consistent records help support distinguish an order error from a mistaken or repeated request.
Match the complaint to the evidence
| Problem | Useful evidence | Remedy to request |
|---|---|---|
| Late delivery | Promised and actual arrival times, tracking screenshots, and photos of the food | A refund or adjustment that reflects the delay and condition of the food |
| Cold or poor-quality food | Photos of the meal and packaging, arrival time, and a description of its condition | A partial or full refund, depending on whether the order was usable |
| Missing item | Receipt, photo of the delivered items, opened bag, and the exact missing item | A refund for the missing item or a larger adjustment if the order was unusable |
| Wrong order | Receipt, photo of what arrived, and an item-by-item comparison | A replacement or refund for the affected order |
| Marked delivered but not received | Delivery status, delivery photo, messages, and the time you checked the location | Redelivery or a refund |
| Suspected food-safety problem | Photos, labels, packaging, and a factual description of the concern | A refund and, when appropriate, a separate report to the local health department |
| Driver conduct or safety concern | Date, time, observable behavior, and order details | An investigation and any order remedy connected to the service failure |
A photo can't prove the exact temperature of a meal. It can show the packaging, arrival condition, spills, and what was actually delivered. Pair it with a specific timeline.
Use the right complaint route
When the app charged you
Open the order in the app or website and choose the closest accurate issue category. Don't select an inaccurate option merely because it appears to offer a faster refund.
Include the order number, the items affected, the promised and actual times, and the amount you want reviewed. For example:
Order #[number] was due at [time] and arrived at [time]. [Item] was missing, and [item] arrived [wrong, cold, or damaged]. I attached photos of the food, bag, and receipt. I am requesting a [full or partial] refund of $[amount] to the original payment method.
Ask support to state what the offer covers, including the food, tax, delivery fee, service fee, and tip if relevant. Save the ticket number and a copy of the chat.
When the restaurant charged you directly
Use the receipt, confirmation email, or restaurant website to contact the restaurant. Explain that the order was placed directly with the restaurant, even if a third-party courier delivered it.
You can also report a separate courier or driver problem through that courier's support route. If you aren't sure who charged you, check the receipt and card statement. The name on the transaction can help you identify the first business to contact.
When the entire order is wrong
State exactly what you ordered and what you received. Don't describe a completely wrong order as only one missing item. Attach a photo of the received food and the receipt showing the intended items.
Platform-specific timing and evidence
DoorDash
DoorDash's consumer guidance emphasizes original, clear photos and specific information about missing or incorrect items. Photograph the complete delivered order, show all delivered items where possible, and identify the precise item that is missing or incorrect. If the whole order is wrong, say that all items were wrong rather than reporting only one missing item.
Submit the complaint through the order support flow. Don't assume a refund is automatic or that every problem qualifies for the same adjustment. If self-service offers only credit or a partial amount, ask support to review the evidence and explain the decision.
Uber Eats
Uber Eats asks customers to contact support within 48 hours for the best possible support experience and says it may be unable to provide a refund or other resolution after that period. Its help guidance also asks customers to identify the exact missing or incorrect items and upload photos. See the Uber Eats help guidance for wrong orders.
Treat 48 hours as an Uber Eats support guideline, not a universal deadline for every delivery app. Report the problem immediately, even if another app displays a different reporting window.
Grubhub
Use the Help option connected to the individual Grubhub order and follow any deadline or document request shown there. Don't assume that Uber Eats' 48-hour guidance or a DoorDash procedure applies to Grubhub.
If the restaurant took the payment directly, contact it using the restaurant order record. For a marketplace order, keep the app case and any restaurant conversation together so the facts and requested remedy stay consistent.
Ask for a remedy that fits the problem
State the outcome you want in the first message:
- One missing side: Request a refund for that item.
- Several missing items or a wrong order: Request a refund for the affected items, or for the full order if it could not be used.
- Very late and cold food: Explain why the meal was not usable and request a full or partial refund.
- Order never delivered: Request cancellation and a refund, or ask whether redelivery is available.
- Food-safety concern: Request a refund, don't eat the food, and make a separate safety report if appropriate.
- Rude or threatening driver: Describe the observable conduct and ask the platform to investigate. Don't confront the driver or publish personal information.
A credit to your account is different from a refund to the original payment method. You can ask for the original payment method even if the first offer is account credit, but the platform may still apply its own policy.
Complaint email or chat template
Subject: Order #[number] - request for [refund or replacement]
Hello,
I placed order #[number] through [app or restaurant] on [date]. The order was promised for [time] and [arrived at time or did not arrive]. The problem was:
- [missing, wrong, cold, damaged, or unsafe item]
- [what the receipt says you ordered]
- [what you actually received]
I attached photos of [food, packaging, receipt, and delivery status]. I am requesting a [full or partial] refund of $[amount] to the original payment method. If that isn't available, please explain the applicable policy and provide the itemized amount of any credit or refund.
Please confirm the case number and next step.
Thank you,
[Name]
The Federal Trade Commission's guidance on resolving business problems recommends clearly describing the problem and the result you want. It also advises consumers to keep notes and copies of messages or forms, including the date they were sent.
If support denies or ignores the request
Check whether the response addressed the actual problem. A system may have treated a wrong order as a single missing item or approved one item when the entire order was unusable.
Send one focused follow-up:
I am following up on case #[number] for order #[number]. The previous response did not address [specific issue]. The order was due at [time], arrived at [time], and contained [brief facts]. I have attached the receipt and photos again. Please review the case and explain which policy applies to the requested [refund, replacement, or adjustment].
Then:
- Ask why the request was denied and which policy language applies.
- Request a manual or supervisor review if the self-service response doesn't fit the evidence.
- Contact the restaurant if it took the payment or needs to confirm a preparation error.
- Keep a dated record of every message, promise, ticket number, and refund offer.
- Stop sending repeated or contradictory claims. If you have new evidence, explain exactly what it adds.
If the business offers a partial refund, compare it with the affected part of the order. You can accept it, ask for reconsideration, or use the payment dispute process for the amount that remains unresolved.
When a card dispute may be appropriate
A chargeback is a payment dispute with your card issuer, not an automatic refund from the delivery app. Try the restaurant or platform first and keep proof that you did so.
For an authorized online order that never arrives, the FTC's guidance on online orders that don't arrive says to contact the business and, if the problem isn't resolved, dispute the charge with your credit card company. If you paid by debit card, contact your bank or credit union and ask about its dispute process. This general guidance doesn't guarantee that an issuer will approve a dispute for every late, cold, or disappointing meal.
Before contacting the issuer:
- Identify the exact transaction and amount in dispute.
- Keep the receipt, order status, photos, chat transcript, and denial.
- Explain that you authorized the purchase but did not receive the agreed order or received a materially different order.
- Ask which dispute category and deadline apply.
- Dispute only the amount that remains unresolved.
- Tell the issuer if the merchant later provides a refund or credit.
Don't describe an order you authorized as an unauthorized transaction. Don't dispute the same amount while withholding information about a refund already issued. The card issuer, not the app, decides whether a chargeback is accepted.
U.S. legal and food-safety limits
The Consumer Rights Act 2015 is a UK law, not the default rule for a U.S. order. A 30-day deadline from that law should not be presented as a nationwide U.S. food-delivery rule.
For U.S. consumers, the result may depend on state consumer law, local food-safety rules, the restaurant's terms, the delivery platform's terms, and the payment method. A platform's refund decision also isn't a legal finding that the restaurant or driver violated a law.
The FTC's online-order guidance addresses sellers that fail to ship as promised. It supports the general steps of contacting the business and disputing a credit-card charge for an order that never arrives, but it doesn't create a guaranteed full refund for every late, cold, or disappointing prepared meal.
If food appears spoiled, contaminated, or otherwise unsafe, don't eat it. Photograph the food and packaging, report the concern to the app and restaurant, and contact your local health department if you believe there is a public health risk. A health report and a refund request are separate processes.
Mistakes that can weaken a complaint
- Waiting until the platform's stated reporting window has passed.
- Sending only a description without the receipt, order number, or photos.
- Asking for "something back" without saying whether you want a refund, replacement, or credit.
- Claiming the entire order was missing when only one item was absent.
- Threatening the driver or posting personal information.
- Filing multiple claims with different versions of the facts.
- Treating account credit as the same as a refund to the original payment method.
- Starting a chargeback before giving the app or restaurant a reasonable chance to resolve the order.
- Relying on a law from another country, such as the UK Consumer Rights Act, for a U.S. transaction.
Frequently asked questions
Can I get a full refund for cold food?
You can request one, especially if the meal arrived substantially late and wasn't usable. Approval depends on the platform or restaurant's policy and the evidence. Explain the delivery timeline, the food's condition, and why a partial remedy wouldn't address the problem.
How soon should I complain about a food delivery?
Immediately is best. Uber Eats specifically recommends contacting support within 48 hours and says it may be unable to help after that. Other apps may use different deadlines, so check the individual order screen.
Should I contact the restaurant or the delivery app?
Contact whoever charged you first. For a marketplace order, open the app case and notify the restaurant when the issue involves missing or incorrectly prepared food. For a direct restaurant order, the restaurant is usually the first complaint route.
What if the app says my order was delivered but I never received it?
Check the delivery photo and usual drop-off locations, then report the order as missing immediately. Include the delivery status, the time you checked, and relevant messages. If the charge remains and the business doesn't resolve it, ask your credit card issuer or bank about its dispute process.
Is a chargeback better than asking for an app refund?
No. Start with the app or restaurant because it may be able to correct the order directly. A chargeback is a separate payment dispute that can take longer and requires evidence. Use it only for the unresolved amount and follow the issuer's instructions.
What should I do with food that may be unsafe?
Don't eat it. Photograph the food, packaging, and labels, report it to the business, and contact your local health department if the concern suggests a public health risk. Submit the refund request separately so the safety report doesn't replace the payment complaint.
After submitting the complaint, save the case number, the platform's response, and any refund or credit confirmation until the payment statement shows the final result.