What rights do we have, regarding deliveries by Deliveroo?

dawn_greensitt

I ordered a food order from the Coop using Deliveroo.  They sent a email to say the order was delivered when it had not been delivered.  So I looked for a number but could not find one on the site, so I used the online chat to speak to the guy.  He said he contacted me by phone, and I explained that I had not received a call.   I spent roughly £50 pounds, but half the order was missing so it came to £30 pounds.  And it was all items that I could store, and eat later.  He  said that he had waited outside my house for ten minutes.  I said my partner, and I was sat near the front door, and my guy kept checking out side, and we never saw him.  The guy basically said I am not getting a credit or refund.  We are both disabled, and on a tight budget.   I just feel like they have stolen my money!  Can we do any thing about this?  I have read the reviews since about them.

Aylesbury_Duck

dawn_greensitt said:

I ordered a food order from the Coop using Deliveroo.  They sent a email to say the order was delivered when it had not been delivered.  So I looked for a number but could not find one on the site, so I used the online chat to speak to the guy.  He said he contacted me by phone, and I explained that I had not received a call.   I spent roughly £50 pounds, but half the order was missing so it came to £30 pounds.  And it was all items that I could store, and eat later.  He  said that he had waited outside my house for ten minutes.  I said my partner, and I was sat near the front door, and my guy kept checking out side, and we never saw him.  The guy basically said I am not getting a credit or refund.  We are both disabled, and on a tight budget.   I just feel like they have stolen my money!  Can we do any thing about this?  I have read the reviews since about them.

I'm confused. You said half the order was missing but that they didn't deliver anything at all.  Which is it?

As to rights, you have normal consumer rights, but they aren't enhanced by your disability or budget.  Who did you pay?  If it was Deliveroo then your contract is with them.

born_again

Aylesbury_Duck said:

dawn_greensitt said:

I ordered a food order from the Coop using Deliveroo.  They sent a email to say the order was delivered when it had not been delivered.  So I looked for a number but could not find one on the site, so I used the online chat to speak to the guy.  He said he contacted me by phone, and I explained that I had not received a call.   I spent roughly £50 pounds, but half the order was missing so it came to £30 pounds.  And it was all items that I could store, and eat later.  He  said that he had waited outside my house for ten minutes.  I said my partner, and I was sat near the front door, and my guy kept checking out side, and we never saw him.  The guy basically said I am not getting a credit or refund.  We are both disabled, and on a tight budget.   I just feel like they have stolen my money!  Can we do any thing about this?  I have read the reviews since about them.

I'm confused. You said half the order was missing but that they didn't deliver anything at all.  Which is it?

As to rights, you have normal consumer rights, but they aren't enhanced by your disability or budget.  Who did you pay?  If it was Deliveroo then your contract is with them.

Could be like all other home delivery's from supermarkets. 
You get told (email) what they do not have in stock, so only bill you for the goods available.

sheramber

He  said that he had waited outside my house for ten minutes.
and then what? 

Aylesbury_Duck

born_again said:

Aylesbury_Duck said:

dawn_greensitt said:

I ordered a food order from the Coop using Deliveroo.  They sent a email to say the order was delivered when it had not been delivered.  So I looked for a number but could not find one on the site, so I used the online chat to speak to the guy.  He said he contacted me by phone, and I explained that I had not received a call.   I spent roughly £50 pounds, but half the order was missing so it came to £30 pounds.  And it was all items that I could store, and eat later.  He  said that he had waited outside my house for ten minutes.  I said my partner, and I was sat near the front door, and my guy kept checking out side, and we never saw him.  The guy basically said I am not getting a credit or refund.  We are both disabled, and on a tight budget.   I just feel like they have stolen my money!  Can we do any thing about this?  I have read the reviews since about them.

I'm confused. You said half the order was missing but that they didn't deliver anything at all.  Which is it?

As to rights, you have normal consumer rights, but they aren't enhanced by your disability or budget.  Who did you pay?  If it was Deliveroo then your contract is with them.

Could be like all other home delivery's from supermarkets. 
You get told (email) what they do not have in stock, so only bill you for the goods available.

Thanks. Never done it myself. "Missing" is a strange choice of word for that scenario.

bris

A first time troll by the looks of it, the delivery wasn't made but then only half was delivered. 
Maybe their next try will be better.

DiddyDavies

bris said:

A first time troll by the looks of it, the delivery wasn't made but then only half was delivered. 
Maybe their next try will be better.

I don't think that's the case as they stated that they ordered £50 worth of food but were only charged £30 which does imply that £20 (or roughly half) of what they ordered wasn't available from the store for delivery and not that only half was actually delivered.

Spank

DiddyDavies said:

bris said:

A first time troll by the looks of it, the delivery wasn't made but then only half was delivered. 
Maybe their next try will be better.

I don't think that's the case as they stated that they ordered £50 worth of food but were only charged £30 which does imply that £20 (or roughly half) of what they ordered wasn't available from the store for delivery and not that only half was actually delivered.

But he also says
They sent a email to say the order was delivered when it had not been delivered & He  said that he had waited outside my house for ten minutes

This does not sound like anything was delivered

DiddyDavies

Spank said:

But he also says
They sent a email to say the order was delivered when it had not been delivered & He  said that he had waited outside my house for ten minutes

This does not sound like anything was delivered

That's what I stated in my post.

DiddyDavies said:

I don't think that's the case as they stated that they ordered £50 worth of food but were only charged £30 which does imply that £20 (or roughly half) of what they ordered wasn't available from the store for delivery and not that only half was actually delivered.

To put it another way, it was probably the case that only about half the order was sent out for delivery and this half order never actually got delivered even though the Deliveroo system states otherwise.

jon81uk

Use the help function in the Deliveroo App to "speak" to their customer service team.
https://deliveroo.co.uk/faq#questions-about-my-order

dawn_greensitt

What makes you think that I expected special treatment because of my budget etc??  And since when as a person posting a question as a first time user of this site get labelled a troll?
Like I stated the first time I received nothing.  They sent a email telling me which items they could not deliver, and the price which was 30 pounds.  It said on the app delivered.  I spoke to their customer service team in live chat.  Basically he said t6he app showed that it was delivered, and because of that I would not get any credit or refund.  So they took 30 pounds of my money, and I got nothing.  Hope that answers your questions.  Thanks jon81uk and diddydavis for a decent reply.