Refund rights from Just Eat

jon81uk

Pollycat said:

user1977 said:

MrPez said:

Do they honestly expect you to open each container before leaving the shop?

It would seem sensible to do so, or at least make some sort of check that you've picked up the right order (don't they usually at least scribble something on the lid, even if the container is opaque?). What are you going to do next time?

When OH collects a takeaway, they say what the order is from the original phone call/personal visit before handing it over.

The OP stated that they were told the items in the order. "The guy confirmed my order as he handed it to me but when I got home, some of it was wrong. "

Sounds like the person at the counter read back the receipt items, but someone in the kitchen put the wrong item in the wrong bag. Someone who ordered chicken wings probably got prawns!
A phone call to the takeaway would likely have solved it if the OP was willing to go back to collect the right item (and if its a £15 dish I would have!).

sheramber

could it have been in two packages but only one collected?

Alderbank

sheramber said:

could it have been in two packages but only one collected?

The OP's complaint is that they got chicken wings instead of shashlik prawns.

MrPez

If I bought a pair of Nike trainers and they had a fault, I'd return to the shop since that's who tmoney was paid to. I wouldn't go directly to Nike. 

I paid my money to JE and that's why I contacted them instead of the restaurant. Possibly naive on my part.

Anyway, didn't mean to spark quite such a debate. JE aren't interested in issuing a credit so I've just deleted the app and taken the lesson. 

Alderbank

MrPez said:

Anyway, didn't mean to spark quite such a debate. JE aren't interested in issuing a credit so I've just deleted the app and taken the lesson. 

...the lesson being that if you don't get what you ordered to go straight back and complain.

The odds are that you would have got your shashlik prawns, an apology and a tub of ice-cream.

Exodi

I think Just Eat has massively changed how they handle complaints.

I remember a few years ago there  all the headlines were about fast food outlets potentially going out of business, because of unscrupulous customers repeatedly ordering food on delivery apps, consuming it, and then raising a complaint that it didn't arrive, or it was cold, or off, etc. Given that the refund comes from the fast food outlets, and the delivery apps reputation was on the line during a growth phase, they had no issue speedily agreeing to a refund for any complaint thrown there way.

I think once it was identified that this was being abused, and companies risked going out of business or leaving the platform, they started to become stricter on refunds.

(not that I'm suggesting you are fraudulently claiming a refund OP).

Unfortunately I agree with most other posters in this thread. If you called the restaurant direct straight after getting home, they probably would have hand-delivered the prawns with a free bag of chicken balls within the hour. Pursing Just Eat was probably the wrong thing to do, though unfortunately if this had been a few years ago they might have given you a full refund.

Unrelated, but where on Earth do you live that £15 is the difference between the prawns and chicken wings? The Ritz?

It sounds like I've had entire takeways for two people cheaper than the price of those prawns!

RefluentBeans

I think you should get a refund. But I can also see why JustEat are holding their hands up and saying not us. With delivery (by JustEat) they take ownership up until delivery - presumably because the contract is for delivery in that case. For collection, I assume their contract is just as a marketplace for food vendors and payment handling. 

Your Nike example doesn’t really make much sense - there’s not a fault with the food - it’s just missing. This would be like ordering from JD Sports a pair of Nike shoes and then collecting it from a Nike shop. If you opened the box and got a pair of football shoes and not a pair of Air Forces then you probably would go back to Nike as you picked the shoes up from them. In this case the takeaway made and supplied your food, JE acted as a marketplace. 

Equally if you got salmonella and had to miss work, who would you sue for compensation? Not JustEat, it’ll be the takeaway. 

screech_78

You absolutely would have been entitled to a refund of the difference or for the restaurant to provide you with the correct order. But the time for dealing with that was before you ate it all. How do you prove you were given the incorrect food after the fact? 

MrPez

Well I took a photo of the incorrect food and sent it to JE because they asked me to. 

jon81uk

MrPez said:

If I bought a pair of Nike trainers and they had a fault, I'd return to the shop since that's who tmoney was paid to. I wouldn't go directly to Nike. 

I paid my money to JE and that's why I contacted them instead of the restaurant. Possibly naive on my part.

Anyway, didn't mean to spark quite such a debate. JE aren't interested in issuing a credit so I've just deleted the app and taken the lesson. 

But Just Eat is more like eBay, its a marketplace where Just Eat connect customers with restaurants, they just handle the order thats it. eBay, Amazon Marketplace, Just Eat, Etsy etc are all similar where the platform isn't really the one doing the fulfilment, just the processing.