JustEat terrible food, worse customer service. How do I escalate a complaint further?

Suesue333

Hi everyone! Newbie here. So I hope I’m in the right place for a bit of help/advice!

I am aware that this is going to make me look incredibly petty. But it’s about the principle rather than the money at this point. 

I ordered a takeaway from JustEat a while ago. And it was honestly atrocious. It was undercooked, stone cold, and I ordered cookies on the side, and one of them appeared to have had a bite taken out of it! So the whole lot was completely inedible and ended up in the bin. 

They refunded the cookies, no problem, but the meal came to £8.69, and they emailed me back to say that they had given me £4.35 Just Eat credit to (in their words) “cover the value of the affected items.” 

So I emailed back and said actually the affected item came to £8.69, so you haven’t covered the cost. And we basically ended up on a massive back & forth, getting nowhere. Their side of the story changed from they’ve covered the cost, to it’s a goodwill gesture, to my photos not proving that the food was inedible. 

I asked if they could escalate this, and they said they would. But I’ve now had an email basically saying their decision is final, in line with their “cold food policy”, and there’s nothing I can do. So I went back and sent a screenshot of their words saying they would cover the value of the affected items. And they’ve again come back and said: “I appreciate this is not the outcome you were looking for and I am sorry for any inconvenience this matter has caused, but this decision is final and cannot be reviewed further and any further responses will sadly be closed without reply.” 

So I am incredibly frustrated. I looked at the Retail ADR, but you have to choose the retailer from a list, and Just Eat isn’t on there. I thought about doing a charge back on my card, but I’m slightly worried that if it doesn’t go in my favour, it might affect my credit rating? And also, is it worth all that faff for about £4!? 

I’m just massively irritated by their “computer says no” attitude, the fact they said they were covering the value of the food and they didn’t, and the fact that a big corporation is once again thinking they can do whatever they want to the consumer. 

Has anybody here had similar issues, and if so, how did you go about getting them resolved?

gwynlas

It is so difficult to prove and the amount is so low that it is not worth the stress to try and resove this. In the words of Elsa let it go and vote with your pocket to not use them again/

powerful_Rogue

Suesue333 said:

Hi everyone! Newbie here. So I hope I’m in the right place for a bit of help/advice!

I am aware that this is going to make me look incredibly petty. But it’s about the principle rather than the money at this point. 

I ordered a takeaway from JustEat a while ago. And it was honestly atrocious. It was undercooked, stone cold, and I ordered cookies on the side, and one of them appeared to have had a bite taken out of it! So the whole lot was completely inedible and ended up in the bin. 

They refunded the cookies, no problem, but the meal came to £8.69, and they emailed me back to say that they had given me £4.35 Just Eat credit to (in their words) “cover the value of the affected items.” 

So I emailed back and said actually the affected item came to £8.69, so you haven’t covered the cost. And we basically ended up on a massive back & forth, getting nowhere. Their side of the story changed from they’ve covered the cost, to it’s a goodwill gesture, to my photos not proving that the food was inedible. 

I asked if they could escalate this, and they said they would. But I’ve now had an email basically saying their decision is final, in line with their “cold food policy”, and there’s nothing I can do. So I went back and sent a screenshot of their words saying they would cover the value of the affected items. And they’ve again come back and said: “I appreciate this is not the outcome you were looking for and I am sorry for any inconvenience this matter has caused, but this decision is final and cannot be reviewed further and any further responses will sadly be closed without reply.” 

So I am incredibly frustrated. I looked at the Retail ADR, but you have to choose the retailer from a list, and Just Eat isn’t on there. I thought about doing a charge back on my card, but I’m slightly worried that if it doesn’t go in my favour, it might affect my credit rating? And also, is it worth all that faff for about £4!? 

I’m just massively irritated by their “computer says no” attitude, the fact they said they were covering the value of the food and they didn’t, and the fact that a big corporation is once again thinking they can do whatever they want to the consumer. 

Has anybody here had similar issues, and if so, how did you go about getting them resolved?

Priniciples can be very expensive. Would be a case of sending a Letter Before Action and starting a claim via the Small Claims Court. However, it's 99.9% likely to be thrown out due to the extremely low value.

I can't envisage a chargeback being successful as JustEat will defend it. On a seperate note, chargebacks don't affect your credit report. Further on from that, the credit rating we have in the UK means nothing. Only you and the credit reference agency can see it, it's what's in the actual credit report that is important.

km1500

They refunded affected items, so what else was it that wasn't refunded? Do you know why they said these items were not affected? Was it, for example,  salad which obviously wouldn't be covered by their cold food policy.

Also, check Justeat T&C as it would have been assumed that you had read them and agreed to be bound by then when you ordered.

Tucosalamanca

Just Eat are a delivery service, surely your issue is with the supplying takeaway / restaurant?

How can Just Eat possibly be responsible for undercooked or in your opinion inedible food??

sheramber

I understood you complain to the supplier of the food. If they agree to a fund they notify Just Eat, who refund to you.

pinkshoes

Personally I'd just leave a poor review for the restaurant it came from for sending out undercooked food then leave it at that. 

baser999

Agree with pinkshoes - leave an appropriate review and don’t use that takeaway again. For the amount involved, is it worth pursuit?

Pollycat

Tucosalamanca said:

Just Eat are a delivery service, surely your issue is with the supplying takeaway / restaurant?

How can Just Eat possibly be responsible for undercooked or in your opinion inedible food??

+1 to this.

Just Eat could possibly be responsible for cold food but not undercooked or inedible food.

I'm surprised that Just Eat actually engaged with the OP at all.

born_again

Suesue333 said:

Hi everyone! Newbie here. So I hope I’m in the right place for a bit of help/advice!

I am aware that this is going to make me look incredibly petty. But it’s about the principle rather than the money at this point. 

I ordered a takeaway from JustEat a while ago. And it was honestly atrocious. It was undercooked, stone cold, and I ordered cookies on the side, and one of them appeared to have had a bite taken out of it! So the whole lot was completely inedible and ended up in the bin. 

They refunded the cookies, no problem, but the meal came to £8.69, and they emailed me back to say that they had given me £4.35 Just Eat credit to (in their words) “cover the value of the affected items.” 

So I emailed back and said actually the affected item came to £8.69, so you haven’t covered the cost. And we basically ended up on a massive back & forth, getting nowhere. Their side of the story changed from they’ve covered the cost, to it’s a goodwill gesture, to my photos not proving that the food was inedible. 

I asked if they could escalate this, and they said they would. But I’ve now had an email basically saying their decision is final, in line with their “cold food policy”, and there’s nothing I can do. So I went back and sent a screenshot of their words saying they would cover the value of the affected items. And they’ve again come back and said: “I appreciate this is not the outcome you were looking for and I am sorry for any inconvenience this matter has caused, but this decision is final and cannot be reviewed further and any further responses will sadly be closed without reply.” 

So I am incredibly frustrated. I looked at the Retail ADR, but you have to choose the retailer from a list, and Just Eat isn’t on there. I thought about doing a charge back on my card, but I’m slightly worried that if it doesn’t go in my favour, it might affect my credit rating? And also, is it worth all that faff for about £4!? 

I’m just massively irritated by their “computer says no” attitude, the fact they said they were covering the value of the food and they didn’t, and the fact that a big corporation is once again thinking they can do whatever they want to the consumer. 

Has anybody here had similar issues, and if so, how did you go about getting them resolved?

Chargeback has no affect on your credit rating. Which is a meaning less figure made up by the CRA & never seen by banks.

Also there is the fact that just Eat do not supply the food, they are a 3rd party agent who take your order & pass to retailer.
Far better to order direct, if you can.

baser999

Perhaps we should have a new sub-heading on the forum  “How much could I claim” Seems to be a constant now, people who feel they’ve been wrongly done by and deserve some sort of recompense