Delivery Service
CaviarHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Delivery Service.
Complaints
This profile includes complaints for Caviar's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 27 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/03/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 1/3/25 at 3:30 pm I placed an order for two sushi rolls - one fresh and one fried. Caviar scheduled a delivery ahead of mine in a completely different neighborhood, in Friday traffic. My order was picked up within 10 minutes of me placing the order, and then I did not receive my order for over an hour later. My fried sushi was cold and inedible at the point I finally received it. I took a bite and then threw it away, it was not good. I contacted support and the first ***** was extremely rude. She first offered a $6 credit, which did not even cover half of what I threw away. She then abruptly ended the chat. I contacted them back, and the second ***** was asking me to take the food out of the trash and send them a photo of the food. Ridiculous. If a company can see that the order was obviously very late and sat in the driver's car for an hour, they shouldn't make the customer jump though hoops to get a rightful refund. It was not my fault they overscheduled their driver and I shouldn't have to pay for their mistake. I will not be using this service again and I would like a full refund for this order at this point returned to my card.Business Response
Date: 04/25/2025
Hi *****,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect.
We issued remaining compensation to your account in the amount of $30.12. This amount is aligned with the details of your order. You should expect to receive this amount back to your original form of payment within 5-7 business days.
We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you.
Best,
DoorDash BBB SupportInitial Complaint
Date:06/11/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 17, 2024, I placed an order online. A $25.00 item was out of stock and I did not receive. I called the business 5 times over the course of the last two months requesting a refund for that item. Their customer service line is incredibly difficult to track down and once I was able to locate (they are part of DoorDash and don't have their own dedicated line), I spoke with several different people who were unable to help me. I made one last attempt to call today (Tuesday, June 11, 2024) and was told it's been too long so they can't refund me and was hung up on.Business Response
Date: 04/24/2025
Hi,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect.
Unfortunately, the payment processor Venmo, does not allow refunds over 180 days. We understand that this is a inconvenience, and we deeply apologize for the delay. We would be happy to provide a full refund plus additional credits to your DOORDASH account if you so choose. If you wish to proceed with the refund in credits please verify your DoorDash account email and phone.
We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you.
Best,
DoorDash BBB SupportCustomer Answer
Date: 05/02/2025
Complaint: 21832912
I am rejecting this response because:Hello,
It looks like the company has finally responded and provided a resolution a year after the incident. I am unclear as to what to do for next steps. Caviar/******** did not provide a contact name or number to call to get the issue resolved. Can you please advise on next steps?
Thank you,
****** ***
I'm blown away that this took a year to get a response. I would like to proceed with the refund and credits.
Here is my DoorDash email address and phone number:
************************************
***********
Sincerely,
****** ***Business Response
Date: 05/05/2025
Hi,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery experience was less than perfect.
Unfortunately, there were no DOORDASH accounts associated with the email and phone number, ************************************ & **********. We located an account with email ************** & ***************, this account is the only one with an order placed so we have issued the credits to this account. We applied $61 plus an additional for the inconvenience, making a total of $70. If you are unable to access this account, you can reset your password by hitting reset password or if there is another account with a different email or phone please let us know.
We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you.
Best,
DoorDash BBB SupportInitial Complaint
Date:04/29/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We ordered 2 dishes for delivery from Caviar. When we took out the second container from the bag, the container was not properly sealed and when we fully opened it, a live fly flew out of it. There was no way we were going to eat this. We put the food back into the bag for a bit so we could try to get a picture of the fly which we did. Then we threw the dish out. I disputed on Caviar and they automatically denied my claim within seconds with no explanation. I then tried to file an appeal 3 times by chat and received zero response. Each time they told me I would get a response in 12 hours. The 4th time, I called and spoke to a rep to appeal and they said I would get a response in 12 hours. I did not. Why have an appeal process in place if nobody is going to get back to you? I am not going to risk the health of my family by feeding them food that has been exposed to a disease spreading bug. This is a shady business where you have no recourse if something goes south.Business Response
Date: 04/24/2025
Hi ******* ,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect.
We issued compensation to your account in the amount of $22.68. This amount is aligned with the details of your order. You should expect to receive this amount back to your original form of payment within 5-7 business days.
We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you.
Best,
DoorDash BBB SupportCustomer Answer
Date: 04/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:12/10/2023
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This complaint is with regards to an order placed on Dec 9, 2023 at or around 5:58pm via Caviar. Note that the restaurant did everything perfectly; all my issues are with the Caviar dasher itself.I was furious about the delivery portion of the experience.1) I placed an order because Caviar provided a very short ETA (***** min), and I'd get to eat quickly, as I was in a rush to leave by 7pm. The restaurant prepared the order on time.2) When the dasher picked up the food, what would have been a 3 min delivery from the restaurant to my home turned out to be ***** minutes, when the Dasher went halfway across the city and then parked there for a while. It was incredibly frustrating to see this happening in real-time. To make matters worse, the ****** played dumb and messaged me that the app sent him to the wrong place (despite Caviar being known to assign one delivery at a time).3) This ruined my experience. The entire decision was predicated on a ***** min ETA, but it took an hour, thanks to the delivery person, and I was late to my next event. Food arrived cold (again the delivery person's fault and not the restaurant) and I was not in the mood to eat and didn't have time to do so.4) I contacted Caviar support and received inadequate treatment and an offer. Support was neither sympathetic to my issue nor did they listen. Admittedly, I was furious and was not polite. Customer support ended the chat after I said the resolution was not acceptable and that I'll have to go through my credit card company.I've been a long-time Caviar customer (my first order was in 2013 on ************************* before general public release). I wanted to reach out via BBB before jumping straight to handling things with my credit card company. I'd really really appreciate your help.Business Response
Date: 04/25/2025
Hi ******,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect.
We issued compensation to your account in the amount of $61.25. This amount is aligned with the details of your order. You should expect to receive this amount back to your original form of payment within 5-7 business days.
We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you.
Best,
DoorDash BBB SupportInitial Complaint
Date:09/12/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered from ********** pizza and as soon as delivered called the driver and asked him to return as this was not my order, I contacted support and sent photos but was denied any and all assistance order was placed on 9/9/23 email is under my apple id *********************************** refund and delete my account.Business Response
Date: 04/24/2025
Hello,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect.
We issued a refund to your account for the amount of $63.34. This amount is aligned with the details of your order. You should expect to receive this amount back to your original form of payment within 5-10 business days.
If you have any additional questions or concerns, please reach out to ******** Support so we may assist you.
Best,
DoorDash BBB SupportCustomer Answer
Date: 04/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* ***Initial Complaint
Date:08/13/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ordered Bbq food got ********* instead, told them to come get it back and refund me, they denied my request, incompentent morons working for them, enjoy the chargeback from my credit card company. I cancelled my dashpass with you.Business Response
Date: 04/24/2025
Hi,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your experience using our service was less than perfect.
We would be happy to look into this for you. We couldn't find the order with the information provided. For each occurrence you are reaching out regarding, please provide the following:
Name of the merchant
The date of the order
The total charge
The order issues you experienced
The email address and phone used to place the order
Please Note: We will need all of the above details to investigate the issue.
We appreciate your continued support and patience as we look into innovative ways to improve our service.
Best,
DoorDash BBB SupportInitial Complaint
Date:05/10/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i ordered delivery today 5/10 from Caviar. I ordered a vegetarian burger and fries. the vegetarian burger was missing from the order. I contacted caviar withinn 30 seconds of the delivery. there is an automated section on the app. it only gave me an option for a $3 credit. you cant even progress in the app windows without accepting that. there are no other options. The meal was $21.48. Only the french fries arrived. Those were $4.25. I finally found a way to contact an agent. HIs name was ***** and he offerened to refund me, but then said the system would not allow him to. I have been charged $21.48 and not been deleivered my order. a $3 credit is a joke. I was charged more than that in fees. I would really like a refund. email corespdonece from Caviar comes via Doordash. Thank you for your help!Business Response
Date: 04/25/2025
Hi *******,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect.
We issued compensation to your account in the amount of $7.96. This amount is aligned with the details of your order. You should expect to receive this amount back to your original form of payment within 5-7 business days.
We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you.
Best,
DoorDash BBB SupportInitial Complaint
Date:04/19/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order on 4/19/2023 and paid a total of $23.62 for two meals. Upon arrival, 2 of the 3 items for the second meal were missing. That meal alone cost $7.25, but Caviar would only approve a credit of $2.22 to use on a future order. This amount does not cover the cost Ive paid for items their driver likely kept for themselves, as the store says they provided the entire order to the driver; nor do I want a credit to use on a future order as I will not likely be doing business with Caviar again after realizing it is DoorDash operating under a different name.Business Response
Date: 04/23/2025
Hi,
Thank you for contacting DoorDash BBB Support. We understand that you had a disappointing experience using our service. We know how frustrating this can be. We review requests on a case-by-case basis and for this particular order, we are unable to provide compensation due to DoorDashs policy of the order being outside the refund window.
While we could not fulfill your request this time, please rest assured that we'll continue to work to improve our process to ensure you'll have a great experience moving forward.
We thank you for your understanding.
Best,
DoorDash BBB SupportCustomer Answer
Date: 04/23/2025
Complaint: 19958938
I am rejecting this response because: business waited TWO YEARS to respond then denied my refund bc its been too long? Insane.
Sincerely,
******** ******Business Response
Date: 04/24/2025
Hi,
Thank you for contacting DoorDash BBB Support. We understand that you had a disappointing experience using our service.
After careful review, we have determined that we are unable to provide any further compensation for this order. Based on our Terms of Service, DoorDash is not obligated to provide refunds or credits but may grant it on a case-by-case basis.
Below I have included the link for our Terms of Service that goes into more detail on our refund policy.
*********************************************************************************;
Thank you for your understanding.
Best,
DoorDash BBB SupportCustomer Answer
Date: 04/24/2025
Complaint: 19958938
I am rejecting this response because: this complaint is over 2 years old. Refusing to respond to complaints for years then coming back saying you dont owe anyone a refund for a service you chose not to provide even though it had already been paid for because its been too long is insane, just like it was last week. Will be following up with the *************************
Sincerely,
******** ******Business Response
Date: 04/28/2025
Hi,
Thank you for reaching out.
We understand that this isnt the resolution you were looking for. We do apologize for the inconvenience, and we want you to know we take these situations and your feedback seriously. We have reported this incident to the appropriate parties to avoid this type of issue in the future.
We appreciate your continued support and patience as we look into innovative ways to improve our service.
Best,
DoorDash BBB SupportCustomer Answer
Date: 04/28/2025
Complaint: 19958938
I am rejecting this response because: theyre literally refusing to acknowledge their corrupt practices lol
Sincerely,
******** ******Initial Complaint
Date:04/02/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My Caviar (a ***************** deactivated my account on March 4 while I had $104.25 in unused credits that I had paid for. I have reached out 8 time over the last month and Caviar has not provided me with a clear way to either use or get a refund for the credits on my account. Caviar has my money and will neither refund it nor let me use my credits. I want $104.25 back from Caviar that the company charged to my credit card and has kept and will not allow me to use or refund to me. Caviar has kept $104.25 and has not offered me a solution of any kind.Business Response
Date: 04/24/2025
Hi *****,
Thank you for contacting DoorDash BBB Support. We apologize for any poor experience while trying to resolve this matter.
Unfortunately, we are unable to approve your request due to the activity that violates our Terms of Service. To avoid any confusion, for future reference, here is our Consumer Terms of Service if you wish to review again the terms to which you agreed when signing up for your ******** account.
We thank you for taking the time to provide feedback about your delivery experience. We appreciate the opportunity to resolve this for you. If you have any additional questions or concerns, please contact ******** Support so we may assist you.
Best,
DoorDash BBB SupportInitial Complaint
Date:03/30/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We ordered $101.94 in items from a restaurant, including a $40.99 *********. The total was $130.83 with tip. The order was delivered without the *********. We immediately contacted Caviar through the app to let them know about the missing item. One of the options they provided was a redelivery of the entire order for no additional cost. We selected that option. We heard nothing. We reached out to customer service again, and they had no record of the redelivery request. When we asked them to submit it again, they said they couldn't. They offered $47.35 as a refund. We asked for a full refund, since they were will to pay for the cost of redelivering the entire order. We also only ordered from that restaurant because they had margaritas, and would've ordered from somewhere cheaper and with better food if we had known they wouldn't include the *********. They refused. They eventually offered a measly $10 in credit. We spent nearly an hour communicating with a customer service representative. They refused to transfer us to a supervisor, only offering a callback within 24 hours. They refused to give usany additional refund or credit and attempted to end the conversation midway through. During that time, it became too late to order elsewhere or buy a replacement product.Business Response
Date: 04/24/2025
Hi *****,
Thank you for contacting DoorDash BBB Support. We are sorry to hear that your experience using our service was less than perfect.
We would be happy to look into this for you. We couldn't find the order(s) with the information provided. For each occurrence you are reaching out regarding, please provide the following:
Name of the merchant
The date of the order
The total charge
The order issues you experienced
The email address used to place the order
Please Note: We will need all of the above details to investigate the issue.
We appreciate your continued support and patience as we look into innovative ways to improve our service.
Best,
DoorDash BBB Support
Caviar is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.