Deliveroo

Shellwin

I ordered two bottles of wine and they were delivered by the Deliveroo rider. However not having photo ID, he would not leave the items (I am nearly 60 - do it's not like I can pass for a 21 year old !!) He told me Deliveroo would issue a refund, however they refused. 

So basically they have had over £16.00 off me for nothing. 

Can they do this ?

user1977

No, they should be issuing a refund. Why did they say they're refusing?

Shellwin

user1977 said:

No, they should be issuing a refund. Why did they say they're refusing?

Because I had no photo ID

km1500

I think @user1977 was asking why they are refusing to give a refund

user1977

Shellwin said:

user1977 said:

No, they should be issuing a refund. Why did they say they're refusing?

Because I had no photo ID

Do their terms say they're entitled to just pocket your money? Did they warn you they would be asking for ID?

user1977

Interestingly, their advice to their riders/drivers (apart from insisting that everyone needs to be asked for ID) is

"any age-restricted items that can't be delivered, please dispose of these responsibly. You don’t need to return them to the restaurant or store."

Which suggests either they're not expecting to issue refunds to the customer or that Deliveroo is covering all the costs (and in any event the riders can decide how to "responsibly" dispose of the booze/fags/whatever when they get home).

https://riders.deliveroo.co.uk/en/delivering-alcohol

Shellwin

I hope he enjoyed the wine in that case

Shellwin

user1977 said:

Shellwin said:

user1977 said:

No, they should be issuing a refund. Why did they say they're refusing?

Because I had no photo ID

Do their terms say they're entitled to just pocket your money? Did they warn you they would be asking for ID?

No - and I have never had a problem before, the drivers know I don't have photo id.  However looking at the reviews on Trust pilot - refusing a refund seems to be the norm.

Aylesbury_Duck

Shellwin said:

I ordered two bottles of wine and they were delivered by the Deliveroo rider. However not having photo ID, he would not leave the items (I am nearly 60 - do it's not like I can pass for a 21 year old !!) He told me Deliveroo would issue a refund, however they refused. 

So basically they have had over £16.00 off me for nothing. 

Can they do this ?

They can, because they already have done, but they shouldn't have done.  You are owed a refund.

Shellwin

Aylesbury_Duck said:

Shellwin said:

I ordered two bottles of wine and they were delivered by the Deliveroo rider. However not having photo ID, he would not leave the items (I am nearly 60 - do it's not like I can pass for a 21 year old !!) He told me Deliveroo would issue a refund, however they refused. 

So basically they have had over £16.00 off me for nothing. 

Can they do this ?

They can, because they already have done, but they shouldn't have done.  You are owed a refund.

I'm slapping a chargeback on them. I can't afford to be giving anyone money for nothing !

Alderbank

The rider would not have had any choice but to refuse to hand the wine over.
The T&Cs say

You will still be charged for the Item and for delivery in the event of a failed delivery if you have caused such failure for any reason. Reasons you might cause a delivery to fail include...the rider refuses to deliver the Item to you in accordance with section 8 (Age Restricted Products).

8. Age Restricted and Regulated Products

Deliveroo operates an age verification policy whereby customers ordering age restricted products will be asked by the rider to provide proof that they are aged 18 or over before the delivery is completed. The rider may refuse to deliver any age restricted product to any person unless they can provide valid photo ID proving that they are aged 18 or over. If delivery of any age restricted product is refused, you will still be charged for the relevant Item and for delivery.

Whether those are Unfair Contract Terms is another matter.

There is no risk of the bottles of wine or cans of lager being contaminated by the buyer because the buyer never gets to touch them.
It might be reasonable to charge the delivery fee but I can't see any reason why sealed alcohol products could not be returned to stock. I remember during the eerie days of lockdown that some premises made home deliveries of hand mixed cocktails or freshly pulled pints of beer - perhaps this policy dates from then? - but that is not the case here.

I have never used Deliveroo. If you order alcohol on the phone app is there a clear warning that photo ID is required on delivery otherwise you will still be charged for the relevant Item and for delivery?
If not I think there is a good case for claiming that the term is unfair.