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Wrong takeaway order delivered

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Comments

  • Grumpy_chap
    Grumpy_chap Posts: 16,278 Forumite
    Tenth Anniversary 10,000 Posts Name Dropper Combo Breaker
    GaryBC said:
    Chargeback via bank, however would imagine that might fail. Failing that, Small Claims Court.
    Potentially. You'll need to say I ordered x,y & z but received a,b & c.

    If that happened, then a middle space between chargeback and small claims court may be S75.

    I am actually concerned about whether the OP has eaten yet...
    What's an S75? 
    Unless the order was over £100 and paid using a credit card, then it doesn't apply.


    Yes, sorry.
    We don't know how the OP paid, but I completely forgot about the £100 threshold which makes it irrelevant.
    My bad 😔
  • GaryBC
    GaryBC Posts: 439 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    Anyone who voluntarily ate >£100 of KFC would definitely pull some kind of sanction down on themselves! 😂
  • I might be able to help with this as I had the same problem a while back. I didn't get a refund, but I did get someone from Justeat to explain what I would have had to do to get one. 

    This is from memory, and it was a while ago, so: 
    1. In the first instance if there's something (anything) wrong with the order contact the restaurant immediately. Most of the time the drivers are working freelance for local restaurants, not Justeat. 
    2. Contact Justeat if the restaurant don't resolve. 
    3. It has to be reported to Justeat, with photographic proof, within 24 hours. 
    4. You can ask the customer service person to escalate to a manager, but there's no escalation above that other than via your payment method. 

    If you are logged in, there should be a contact form on this page: https://www.just-eat.co.uk/help/article/203065272/the-wrong-items-have-been-delivered-what-should-i-do#EmailJustEat Or you can use social media direct messages (twitter was best for me). 

    Having photographic evidence is key (so the items and receipt - in your case the receipt in the bag showing the wrong order details/name.) 

    Ultimately, Justeat won't refund you unless the restaurant refunds them, which is why it's important to contact the restaurant first. 



    I'm not an early bird or a night owl; I’m some form of permanently exhausted pigeon.
  • RefluentBeans
    RefluentBeans Posts: 1,085 Forumite
    1,000 Posts First Anniversary Name Dropper
    So we haven’t yet ascertained who made the error. 

    It’s possible the driver was delivering two meals and got the orders mixed up. In that case, you’re right that the issue is JustEat (for those unaware - JE now have some delivery agents who act like UberEats - and so not employed by the restaurant but rather a ‘freelancer’ like UberEats). 

    It’s also equally possible that the restaurant gave the wrong order to the driver, and his only delivery was you. That is less clear who is to blame - the restaurant or the delivery. 

    Regardless, you could pursue a refund via a chargeback. It may or may not be successful - it’s not law and is provided by the card issuers so is accustom to its own rules. 

    Section 75 is a part of the law that applies if you pay by credit. It shares the risk with you and the person giving you credit. It doesn’t apply for items less than £100. 

    Failing that - if you when escalated through the customer service system then the only option left is to send a letter before action. If they don’t cave, you have two options: 1) leaving it as it’s not worth the hassle and take it as a learning experience. 2) go to small claims court. If it gets to this point, personally I would choose option 1. 

    For future reference, I have found contacting the restaurant a viable means to try and resolve wrong orders. They are often more receptive, as when you leave a bad review it’s them that take the hit. Too late for that now - as is checking the name on the bag. 
  • GaryBC
    GaryBC Posts: 439 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    Done all that. Hence the search for an escalation route. 
  • GaryBC
    GaryBC Posts: 439 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    Yes we have.
    Yes he did.
    No they didn't.
    We might. 
    It doesn't.
    We might. 
    Good idea.
    Thanks. 

    We're going round in circles now. Thanks for the input everyone. Let's leave it there, eh? 
  • RefluentBeans
    RefluentBeans Posts: 1,085 Forumite
    1,000 Posts First Anniversary Name Dropper
    GaryBC said:
    Done all that. Hence the search for an escalation route. 
    You’ve fully escalated it through the customer services? You’ve had responses from supervisors and not just front line staff? You’ve contacted KFC? 

    If you haven’t those are your escalation options. 

    You’ve stated that the orders were mixed up - do you know this or just assumed that? If you know it, how do you know it? 

    Your curt responses on here aren’t helping the situation - people are trying to help you get a refund, and the way you’re responding feels actually quite rude. 
  • GaryBC
    GaryBC Posts: 439 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    I think I've said enough times that, having tried all those things, I'm looking to escalate. 

    I've also established that there is no real escalation route available. 

    So forgive me for being 'rude' but, as there's nothing further to add, I'm now baling out. 
  • RefluentBeans
    RefluentBeans Posts: 1,085 Forumite
    1,000 Posts First Anniversary Name Dropper
    GaryBC said:
    I think I've said enough times that, having tried all those things, I'm looking to escalate. 

    I've also established that there is no real escalation route available. 

    So forgive me for being 'rude' but, as there's nothing further to add, I'm now baling out. 
    It’s the issue with when you give 2 word answers. You haven’t actually said what you’ve done. I wish you luck. Hopefully when you contact them again (if you contact them again) you’ll put more details in. 

    Without details the board and posters to this board has to make assumptions. You’ve not answered any questions anyones asked you, so not really sure what you expected. There may be more routes available but we haven’t established what the events were other than you didn’t get your order. We haven’t established who you contacted, when you contacted them, what’s been said to you. Once people know that then they may be able to give more specific advice. 

    Good luck. 
  • GaryBC
    GaryBC Posts: 439 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    Read back over everything that's been said from the beginning. 

    G'night. 
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