Complaints

This profile includes complaints for Caviar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Caviar

  1455 Market St Ste 600 San Francisco, CA 94103-1332

• 

  Caviar, Inc.

  1010 Wisconsin Ave NW Washington, DC 20007-3603

The 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:10/02/2022

  Type:Service or Repair Issues
  Status:

  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.

  The caviar delivery service repeatedly provides blatantly false and misleading delivery times and does not have adequate messengers to deliver the food promptly. The customer service options also take doeznes of minutes, up to an hour, to speak to a representative. The entire process is false advertisement and misleading and over promise unde deliver.

  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
  
  

• Initial Complaint

  Date:09/22/2022

  Type:Delivery Issues
  Status:

  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 9/22.22 I ordered dinner through Caviar. When the restaurant failed to confirm and it was getting toward delivery time, I reached out to Caviar via chat. The rep told me the restaurant did not receive my order (even though I had received confirmation of the order from Caviar) He offered the contact info for the restaurant, so I could reach out to them myself! I told him that HE should contact the restaurant for me. If I wanted to reach out to the restaurant myself, I would not be using Caviar (they should be taking care of everything for me). He told me it was a glitch with that particular restaurant and all he could do was refund me (in 5-7 business days). I ordered with a different restaurant through Caviar. I called the customer support phone number because the 2nd order also failed to confirm. They informed me that the 2nd restaurant also did not receive my order and all they could do was cancel. One again, I was told I would get my money back in 5-7 business days. I am out over $200 for a week or more!. Caviar is quick to take your money and slow to refund. They should NOT be accepting orders and billing credit cards if there is glitch in their system and they are unable to fill the orders. Customer support is unhelpful and many of them speak with a heavy foreign accent and are hard to understand. I want a refund in a timely manner. And I want Caviar to STOP taking money if they can't fulfill orders

  Business Response

  Date: 04/25/2025

  Hello,
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect. 
  
  We would be happy to look into this for you. We couldn't find the order with the information provided. May we know the merchant's name, the order date, the total charge, and the account's email address?
  
  Best,
  DoorDash BBB Support
  
  

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  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 and there was fraud. My order was said to be picked up and then delivered immediately. They never even tried to deliver my order. And this fraud has happened multiple times. The transaction was on 9/19/2022 for $30.91. I tried contacting them to resolve the issue (either a refund or redelivery) and the told me they could not do anything because Ive been compensated too many times for issues I have reported. Yes, I have reported a number of issues because there have been that many. This type of particular fraud when there was no delivery intent at all has happened many times. They refuse to resolve an issue because they have been the cause of too many to begin with. I am being unfairly penalized for issues their business has.

  Business Response

  Date: 04/25/2025

  Hi *****, 
  
  Thank you for contacting DoorDash BBB Support. We apologize for any poor experience while trying to resolve this matter. 
  
  After careful review, the charge in question is being disputed by your financial institution. At this time we can not provide any compensation for this order issue while the charge is being disputed. We apologize for any inconvenience this may cause. 
  
  For further assistance with the status of the dispute please reach out to your financial institution.
  
  If you have any additional questions or concerns, please contact DoorDash Support so we may assist you. 
  
  Best, 
  
  DoorDash BBB Support

• Initial Complaint

  Date:09/11/2022

  Type:Billing Issues
  Status:

  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.

  They charged me for food then refused to deliver it. I want a full refund.

  Business Response

  Date: 04/23/2025

  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
  
  

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  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 8/17 I placed a 3-item food order with Caviar. Payment for the order was from a refund amount ($48.52) I had with Caviar: the order total was $25.00, with fees and tip, a total of $36.68. Upon delivery, 2 of the 3 items were not in the bag. The 2 missing items = $9.77. Caviar customer service reps ****** and "*********" said on the phone they could not refund the <$10 but said a supervisor would call me. No one ever called me. It is not my fault that Caviar again owes me money for their own error. When I call, I expect my food; I do not want to keep getting compensation. I have done nothing wrong, but Caviar keeps making errors over and over again. Caviar has the worst customer service in the food delivery industry, and I do not want to be its latest victim. The company consistently messes up most deliveries in the ******* area per local news reports. I demand either my food correctly delivered, or money owed me. In this case, I want $36.68 refunded to me with an apology.

  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
  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 17732461
  
  I am rejecting this response because there is no resolution, just a request by the business for the same information I already provided three years ago. This is simply an unacceptable stalling technique by the business. Nonetheless ...
  

  To answer the business's required information:

  : The name of the merchant was PORTOLLO'S

  : The date of the order was 6/22/22

  : The total charge was $48.52

  : The order issue(s) - THE ORDER WAS NEVER RECEIVED

  : The order was placed with email address *********************************

  I expect this to be handled professionally this time, after three years! I expect my refund.. Thank you.

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/28/2025

  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.
  
  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 Support
  
  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 17732461
  
  I am rejecting this response because the business simply says that it cannot accommodate my complaint WITH NO EXPLANATION. This is the standard procedure for the second-rate service usually provided by DoorDash/Caviar. This company has been cited several times for its poor service and non-existent customer service. To this end I have filed a complaint with the ******************************************************. They tell me the complaints about DoorDash/Caviar are "so numerous, we stopped counting... and many of the complaints are from the restaurants themselves, not only from dissatisfied customers". So, I expect nothing more from these food delivery idiots. I thank BBB for following-up.   
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/30/2025

  Hi ****, 
  
  Thank you for reaching out to DoorDash BBB Support. We really appreciate your patience as we looked into this. 
  
  At this time, due to the details that have been reviewed along with the information we gathered in our system, we're currently unable to extend compensation. We still encourage you to report issues like this in the future so we can work to prevent these issues from happening. 
  
  We want you to know we take your feedback seriously. We have reported this incident to the appropriate parties to avoid this type of order issue in the future. 
  
  Thank you, again, for reaching out and reporting this concern. 
  
  Best, 
  DoorDash BBB Support 
  
  

• Initial Complaint

  Date:08/16/2022

  Type:Delivery Issues
  Status:

  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 a pickup order from a restaurant called Thai Issan through a company called Caviar on Aug.14, 2022. The order was confirmed by email and my credit card was charged. The day of the scheduled pickup (Aug 15) I received an email confirmation that the order was ready.But when we went to the restaurant they had not received the order and, in fact, had never heard of Caviar. Of note is that the Caviar order form came up directly from the website and although the restaurant uses several delivery services, none of them were Caviar.I have a refund pending (hopefully) but the company doesnt seem interested in correcting whatever the problem was. Id appreciate it if you could follow through, see whats wrong with their process and have them correct it so others dont fall victim to this.

  Business Response

  Date: 04/23/2025

  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
  
  

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  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 8/12/2022 I placed an order on Caviar which claims the food comes directly to you with no other stops. My food took 1 hour and 40 min to arrive and the driver went 20+ min in the wrong direction and arrived at my house 46 minutes after picking up my food. My food was cold and disgusting. I was told by 2 Caviar support agents I could have a refund for my order. Then I was suddenly disconnected from the agent and the next agent refused to refund my money. I spoke to the supervisor who said the same thing with no explanation. I have screenshots of all chat conversations with support agents. For $92 I should at least get the service that is promised.

  Business Response

  Date: 04/23/2025

  Hi ****, 
  
  Thank you for contacting DoorDash BBB Support. We are sorry to hear that your delivery was less than perfect. 
  
  Wed like to inform you that the payment of $91.62 for the order placed on August 12, 2022, was voided. This means the transaction was canceled before it could be processed, and no funds were withdrawn from your account.
  
  While the charge may have initially appeared as pending on your statement, it should have automatically dropped off without being finalized. If youre still seeing the charge, we recommend reaching out to your financial institution for confirmation, as processing times may vary by bank.

  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 Support