Refund rights from Just Eat

MrPez

jon81uk said:

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.

That's precisely why I directed my complaint to them, just as you would for ebay or amazon

sheramber

Amazon Marketplace is not the same as sold or fulfilled by Amazon.

With a marketplace sale you will be directed to the seller.

It used to that is there was a problem wiith the order then , only when the restaurant authorised a refund , would  Just Eat issue a refund. So , you needed to contact the restaurant first.

sheramber

What happens if there are wrong items in my collection order?

If you choose to collect your order, make sure you double-check the items in the order before accepting them. If there’s a missing or wrong item, please let the restaurant or store staff know, and they should be able to resolve this for you.

https://www.just-eat.co.uk/help/article/203065272/the-wrong-items-have-been-delivered-what-should-i-do

RefluentBeans

Yeah I feel like this is a cultural thing. If you ordered something off eBay and it wasn’t right or faulty, you should contact the seller. Amazon, granted, is more confusing. But I suppose on eBay and Amazon you would do that through the app - and the app/website directs the query to the right person. Taking eBay as the example - you would go through the app but you’re in contact with the seller (but you may think it’s all handled via eBay, the company). If you take the app away and think of going back to having to call someone - you’d call the seller not eBays helpline. 

I can see why there is confusion, but it’s worth just considering who you should contact in future. I don’t think this is JustEats fault in all honesty - and think it’s just unfortunate that the takeaway got the wrong order. Either way, the rights you have appear to be with the takeaway, which is what your original question was. Almost always, it’s worth contacting the restaurant for any issues as they are normally able to resolve issues far quicker (ie getting the food to you) than JE can. 

Alderbank

I can understand why many people think the system is designed to confuse and trick them.

'I bought a book through Amazon. I paid on their app and the book arrived later. Amazon didn't publish it or print it, just took my money then delivered it.
I had a problem with my purchase. You said Don't deal with the printer or the publisher. It's Amazon's problem'

'I bought my dinner through JustEat. I paid on their app and the food arrived later. JustEat didn't cook it or pack it, just took my money then delivered it.
I had a problem with my purchase. This time you said Don't deal with JustEat. It's not their problem. Deal with the people who made it. It's their problem.'

PHK

Alderbank said:

I can understand why many people think the system is designed to confuse and trick them.

'I bought a book through Amazon. I paid on their app and the book arrived later. Amazon didn't publish it or print it, just took my money then delivered it.
I had a problem with my purchase. You said Don't deal with the printer or the publisher. It's Amazon's problem'

'I bought my dinner through JustEat. I paid on their app and the food arrived later. JustEat didn't cook it or pack it, just took my money then delivered it.
I had a problem with my purchase. This time you said Don't deal with JustEat. It's not their problem. Deal with the people who made it. It's their problem.'

It's your odd description that makes it seem confusing.

I paid Amazon to send me a book they had in their warehouse. I had a problem with it so I contacted Amazon.

I paid Just Eat to place an order with a restaurant. They placed the order on my behalf. But when I went to the restaurant the order was wrong so I asked them to correct it.

Alderbank

You and I know there is a significant legal difference. But my 'odd description' is what a lot of people I meet seem to believe. They are not all educationally challenged. They say things to me like 'Martin Lewis says Don't go to the manufacturer. Who did you pay your money to - your claim is with them'.