I've used door dash for a very long time and have mostly been satisfied with their service. I tip over 20% to the drivers but today, after putting in an order and paying $20.72, tip included, I never received my food. When I chatted with a CSR for door dash, she said she was only able to offer $5.18 in credits for future use, and said that neither she, a supervisor nor a manager could refund the $20.72. Refusing to refund a customer's money is TOTALLY UNACCEPTABLE!!! I would have been happy if they had offered to refund $13.72, which is what the food cost and let the driver keep the $7 tip. Why would I want to pay for something I didn't receive. I'm very disappointed with this kind of service and will not be using door dash again! They just lost a loyal customer; but I guess it doesn't matter to them since they have so many customers, they can afford to lose 1 or 2.