JustEat.co.uk Take Away Order Problem

electrobix99

Sorry if this is a bit long.

On Saturday night me and the OH ordered a take away through Just-eat.co.uk. The delivery time was meant to be 9.50. It arrived sometime about 10.20 so was about 30 mins late (not the real issue)

I phoned a few times chasing the food and was told a couple of mins each time and was a bit annoyed about being lied to.

When the food finally arrived it was not very nice and to make things worse I had been given a lamb kabab when I ordered and paid for a Chicken. I know generally take away food is bad for you but I find lamb donner disgusting and too fatty.

I phoned the takeaway when I realised and they were insistent I had ordered lamb, i told them I had an email confirming what I ordered and wanted a refund or a chicken kabab delivered asap.

They refused and said I had ordered lamb. I called Justeat to complain as they are the ones who processed the order, and who had charged my credit card for the money. Justeat called the takeaway and i was offered a free item another time, I said that was not good enough. I wanted what I paid for or a refund which I thought was perfectly fair request.

After some going back and forth and Justeat or the takeaway not bugding I gave up. Justeat refused to refund the money without the takeaway agreeing which I thought was a total joke. Of course the takeaway is not going to agree, they were still insisiting I had ordered lamb despite Justeat and my email confirming otherwise.

What are my options? Can I legitimately get the charge on my card reversed?

I am not happy about paying for something I did not want or order - while they have offered a free item next time I do not want to use a takeaway that takes ages to deliver, delivers the wrong things and was generally nasty qualitiy wise.

System

Can you get partial charges reversed? I am guessing you are happy to pay for the remainder of the order and just want the bank to refund a partial amount of about £3 to cover the kebab? I am not sure banks will do that!

If Just Eat or the takeaway won't budge then i don't think there is much you can do, apart from some sort of legal action. Is it worth it for a small amount of money?

arcon5

Why not go in to the take away and insist they refund you?

Or complain to just-eat... i've read cases where they have offered a discount code to users, which can be used for any order with any restaurant.

electrobix99

I was happy to pay for the rest yes. I just did not want to have to order again from these muppets in order to get what I paid for.

I do not know if a card company can do a partial refund. I was hoping someone on here might have a better idea.

arcon5 - I have complained to Just-Eat and they would not do anything but say the take away would offer me something free next time which I was not willing to accept. Fool me once...

transient

Well take the free offer they have stated and order from another establishment next time. Simple

PS: Dont forget to write your review on them too

Takeaway_Addict

transient wrote: »

Well take the free offer they have stated and order from another establishment next time. Simple

PS: Dont forget to write your review on them too

If he refuses to order from the takeaway again how is he going to be able to get a free item?

CoolHotCold

btw, your contract is with just-eat.

It's just eat that are being complicated in this case.

You ordered Chicken, your Just-Eat order shows Chicken Kebab, the take away are insistent on it being Lamb and have communicated it back to Just-Eat.


The problem I can see is Just-Eat can't withold funds from take aways, hence the take away having to agreeing otherwise Just-Eat are out of pocket.

None of it is really any of your problem who gets what, you are entitled to a refund or resolution from Just-Eat, not the takeaway.

electrobix99

transient wrote: »

Well take the free offer they have stated and order from another establishment next time. Simple

PS: Dont forget to write your review on them too

If Just Eat has offered me something free I would not have a problem. We order from a lovely local Indian restaurant through them (3 curries and a Naan for £10!!!!) so would get the use of it.

I was being offered something free from the takeaway that got my order wrong, accused me of lying about what I had ordered and delivered the food 30 mins late.

floopnoodle

I bet 99% of the people on this forum wish their biggest worry in life was if they could get their £3 back for an incorrect kebab.

It's £3, it was a mistake. Move on and get over it. Life is too short.

zahariel

Stand your ground with the website... As stated before, your contract was with them and them alone - They agreed to palce the order with the take away on your behalf. The order was messed up and they have admitted to that so it is up to them and them alone to rectify it for you. They can say what they want about only being middle men and not being involved, not being able to do anything because the take away isn't accepting it - the facts are that you went to their site and used they software to place and order - They are responsible...

pulliptears

floopnoodle wrote: »

I bet 99% of the people on this forum wish their biggest worry in life was if they could get their £3 back for an incorrect kebab.

It's £3, it was a mistake. Move on and get over it. Life is too short.

Very helpful.

Just incase you missed the title of this forum it is 'consumer rights' not 'consumer rights if the sum involved is greater than x amount or as deemed worth worrying about by flopnoodle'.

Be it £3 or £300 OP has the right to complain and to be honest I'd do it it as well for the principal.