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

marcia_

baser999 said:

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 

 Getting a refund of the exact amount paid is not asking for compensation 

baser999

Cost of food, and delivery £8.69. Been refunded £4.35. OP ‘out of pocket’ by only £4.34. It’s a long initial post for just having a rant over such a little amount hence my feeling OP is after something more ie compensation.
£4.34 😄 move on

marcia_

baser999 said:

Cost of food, and delivery £8.69. Been refunded £4.35. OP ‘out of pocket’ by only £4.34. It’s a long initial post for just having a rant over such a little amount hence my feeling OP is after something more ie compensation.
£4.34 😄 move on

 Yes I get that but I've had similar with all food arriving cold from just eat. I asked for a refund of all food but not the cold drinks. I was refunded half of the food cost. Drove me mad, the principal not the amount of money. 

Debbie9009

Op’s post comes across to me as just wanting the refund for the rest of the food.

Op just eat are terrible, I’ve had a lot of issues with them and have now closed my account, I can understand why you want a refund, but just eat really don’t care, and I don’t think you will get a refund, my advice would be to vote with your feet.

prowla

Pollycat said:

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.

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??

The OP said "I ordered a takeaway from JustEat" - that is who the contract is with.

Tucosalamanca

prowla said:

Pollycat said:

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.

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??

The OP said "I ordered a takeaway from JustEat" - that is who the contract is with.

6.5. Compensation: The legal contract for the supply and purchase of Products is between you and the Restaurant that you place your Order with. We have no control over Restaurants and the quality of the Products or service that they provide, and Just Eat has no responsibility or liability for providing any compensation to you. 

If you are dissatisfied with the quality of any Products or the service provided by a Restaurant and wish to seek a refund, a proportionate price reduction or any other compensation, please let us know within 24 hours of placing your Order. Depending on the reported issue, you may be able to send your request for compensation via our Website, or we may ask you to contact the Restaurant directly to file your request and, where appropriate, you will need to follow the Restaurant's own complaint procedures.

Pollycat

Tucosalamanca said:

prowla said:

Pollycat said:

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.

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??

The OP said "I ordered a takeaway from JustEat" - that is who the contract is with.

6.5. Compensation: The legal contract for the supply and purchase of Products is between you and the Restaurant that you place your Order with. We have no control over Restaurants and the quality of the Products or service that they provide, and Just Eat has no responsibility or liability for providing any compensation to you. 

If you are dissatisfied with the quality of any Products or the service provided by a Restaurant and wish to seek a refund, a proportionate price reduction or any other compensation, please let us know within 24 hours of placing your Order. Depending on the reported issue, you may be able to send your request for compensation via our Website, or we may ask you to contact the Restaurant directly to file your request and, where appropriate, you will need to follow the Restaurant's own complaint procedures.

I'm surprised that Just Eat didn't ask the OP to contact the restaurant directly regarding the complaint about undercooked, inedible food and cookies with a bite taken out.

Ditzy_Mitzy

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?

No, it isn't.  

Pollycat

Ditzy_Mitzy said:

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?

No, it isn't.  

I agree.
It would annoy me a little but I would have complained to the restaurant about the undercooked & inedible food and the cookies (it would be good if the OP could come back and explain a bit more).
Depending on their response, I'd leave an honest review.

Then I'd leave it at that.

I have a longstanding complaint that I started 18 months ago against 2 organisations.
I've taken it as far as the ombudsman who has yesterday found in my favour.
I just wanted acknowledgement of fault and an apology from the 2 organisations but the response was appalling.
It has consumed me for 18 months but I feel vindicated and hopefully the Ombudsman's recommendations will safeguard other vulnerable people.
Now that was worth it.
This isn't (imho).

Suesue333

km1500 said:

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.

They said they covered the affected items, but the item cost £8.69. It’s really petty, but I just found it irritating when they said they’d covered the cost, but had only covered half of it. 

I had a look at the T&C, and it was all a bit vague when it came to being unhappy with the food, which I am assuming is so they don’t have to refund fully.