JACKSONVILLE, Fla. – A Jacksonville business owner is finally getting a response after months of silence from DoorDash after their merchant account was hacked, costing them over $60,000.
RELATED: Jacksonville restaurant loses thousands after DoorDash account hacked
Thursday, the Zheng family received an email from the third-party delivery company, a response they’ve been hopeful for, for months.
The family owns Wok House of Jax Inc., a Chinese restaurant on Beach Boulevard.
News4JAX spoke with the family in December. They said from March to the summer of 2024, hackers altered their account details.
They redirected the money they would’ve received from sales to another account causing them to lose out on over $60,000.
Jennifer Zheng, who spoke with News4JAX on behalf of her parents who don’t speak English too well, said because of that loss, her parents had to take money out of their savings to keep running the business.
They also had to slightly raise the prices of food for customers.
When our initial story aired in December, DoorDash sent a statement, which Anchor Amanda DeVoe read in a later newscast.
She read a statement that said in part: “We are urgently investigating this incident, but we know how frustrating this is for owners and we will be reaching out directly to help.”
Jennifer said when she heard those words she expected to hear from the company immediately, but didn’t.
“I waited five days after the story came out for DoorDash to contact me but they never reached out,” Jennifer said. “So, I obviously contacted you for the DoorDash representative’s email address.”
Once we gave her the person we were in contact with, between Dec. 10 and Jan. 3, she sent three emails to the representative but heard nothing back.
The last time they heard from DoorDash was in August when they were offered a partial reimbursement.
Since they hadn’t received a reply, we reached out to the company twice to find out what was going on.
An hour after our last message to them, and five months after the Zheng family received an email from DoorDash, they got the email they’d been waiting for.
Before they received the email, Jennifer said they “were really confused” as to why they hadn’t heard anything back.
It’s a confusion Royette Smith an owner of Horace And Dickies Seafood of Glenarden located in Maryland, had.
She lost money like the Zheng family when her business account was hacked.
They lost over $9,000. She said after getting a third of the money back, they haven’t been able to get in contact with the company again.
“It’s frustrating…someone should be able to handle it and correct it,” Smith said.
News4JAX is still waiting to hear back from DoorDash after multiple attempts to contact them.