Wrong takeaway order delivered

Alderbank

RefluentBeans said:
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? 

Previously, on page 2, Okell had asked:
How can you be certain KFC gave Just Eat the right bag?  Or that KFC put the right stuff in the right bag? 

and OP replied:
It had someone else's name on it! Wrong name and address - only spotted as we opened the bag. 

RefluentBeans said:
You’ve not answered any questions anyones asked you

Since it had someone else's name and address on it I think it was a reasonable assumption that it was someone else's food.
RefluentBeans, do you think that perhaps you might have been a little harsh on the OP? I can see why he said 'Read back over everything that's been said...'

jon81uk

I think the only thing that hasn’t been ascertained is what response KFC have given.

As has been said, first point of contact should be the restaurant and it’s not clear if they were ever contacted.

GaryBC

Ok, so let's take stock here.... 

Just Eat delivered to me somebody else's KFC dinner. Just Eat refuses to rectify the situation. 

Q. Is there a higher authority I can escalate my complaint to?

A. No.

Someone asks if it's a KFC error or a Just Eat error. Does this change the answer? Is there a higher authority I can escalate my complaint to?

A. Still no. So why ask it.

Did we speak to KFC? Does this change the answer?

How much did the order vary? Does this change the answer?

We haven't ascertained who made the error? We have, it's Just Eat. But does this change the answer?

How do we know the orders were mixed up? Well if they hadn't been we'd have had our order! D'oh!

Someone talks about 'making assumptions'. What assumptions and, as always, would this change the answer?

How can I say it's the fault of Just Eat? Well the fact that we have an order with someone else's details on it is pretty self evident and already established but, again, does this change the answer?

So if my responses were becoming increasingly 'curt' it might have something to do with both repeating myself and answering irrelevant questions. Questions which have no bearing on the answer. 

Q. Is there an escalation route?

A. No.

Q. Is there ever, in any scenario, informed by any of the points raised above, an escalation route?

A. Still no. 

Over and out. 

Grumpy_chap

GaryBC said:

Ok, so let's take stock here.... 

Just Eat delivered to me somebody else's KFC dinner. Just Eat refuses to rectify the situation. 

Q. Is there a higher authority I can escalate my complaint to?

A. No.

Someone asks if it's a KFC error or a Just Eat error. Does this change the answer? Is there a higher authority I can escalate my complaint to?

A. Still no. So why ask it.

Did we speak to KFC? Does this change the answer?

How much did the order vary? Does this change the answer?

We haven't ascertained who made the error? We have, it's Just Eat. But does this change the answer?

How do we know the orders were mixed up? Well if they hadn't been we'd have had our order! D'oh!

Someone talks about 'making assumptions'. What assumptions and, as always, would this change the answer?

How can I say it's the fault of Just Eat? Well the fact that we have an order with someone else's details on it is pretty self evident and already established but, again, does this change the answer?

So if my responses were becoming increasingly 'curt' it might have something to do with both repeating myself and answering irrelevant questions. Questions which have no bearing on the answer. 

Q. Is there an escalation route?

A. No.

Q. Is there ever, in any scenario, informed by any of the points raised above, an escalation route?

A. Still no. 

Over and out. 

That is rather abrupt and rude from someone seeking advice.

I take it from the following part that no attempt was made to ask KFC to resolve.

GaryBC said:

Did we speak to KFC? Does this change the answer?

There was an earlier post where someone set out the Just Eat process to follow for a resolution. 
It involved taking a photo of the receipt and submitting to compare against the order details as per the app.
Have you followed this process?

ArbitraryRandom said:

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. 

jon81uk

GaryBC said:

Ok, so let's take stock here.... 

Just Eat delivered to me somebody else's KFC dinner. Just Eat refuses to rectify the situation. 

Q. Is there a higher authority I can escalate my complaint to?

A. No.

Someone asks if it's a KFC error or a Just Eat error. Does this change the answer? Is there a higher authority I can escalate my complaint to?

A. Still no. So why ask it.

Did we speak to KFC? Does this change the answer?

How much did the order vary? Does this change the answer?

We haven't ascertained who made the error? We have, it's Just Eat. But does this change the answer?

How do we know the orders were mixed up? Well if they hadn't been we'd have had our order! D'oh!

Someone talks about 'making assumptions'. What assumptions and, as always, would this change the answer?

How can I say it's the fault of Just Eat? Well the fact that we have an order with someone else's details on it is pretty self evident and already established but, again, does this change the answer?

So if my responses were becoming increasingly 'curt' it might have something to do with both repeating myself and answering irrelevant questions. Questions which have no bearing on the answer. 

Q. Is there an escalation route?

A. No.

Q. Is there ever, in any scenario, informed by any of the points raised above, an escalation route?

A. Still no. 

Over and out. 

Assuming as you didn't answer then you didn't actually speak to KFC and so how you can say with 100% certainty that it is Just Eat at fault? Its still possible the driver went into store, asked for order 7263 and the store gave them order 7266 as they mis-heard or mis-read. As AbritaryRandom stated its always best to contact the restaurant first.

ArbitraryRandom

Perhaps a bit late now, but contacting the restaurant could have made a difference, yes - because if the restaurant had admitted fault/been able to get a hold of the local driver or also been contacted by the other customer then it's entirely possible they would have remade and resent your (correct) order or told Justeat to refund you. 

Justeat are basically a middleman who take a commission for processing the order - like I said in my previous post, they are unlikely to refund you if they don't get the cash back from the restaurant... hence it being important to talk to the restaurant. 

sheramber

The driver may not be employed by Just Eat. Our deliveries triough Just Eat are delivered by the takeaway's drivers.

KFC may have already heard from the person whp presumably got your order.

I would thing KFC would have replaced the order , either due to their driver's error or s a goodwill gesture.

born_again

Grumpy_chap said:

powerful_Rogue said:

Chargeback via bank, however would imagine that might fail. Failing that, Small Claims Court.

powerful_Rogue said:

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...

Do KFC sell a item that is £100+ .. 😶‍🌫️

Aylesbury_Duck

I'd take it to Trading Standards...

Grumpy_chap

born_again said:

Grumpy_chap said:

powerful_Rogue said:

Chargeback via bank, however would imagine that might fail. Failing that, Small Claims Court.

powerful_Rogue said:

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...

Do KFC sell a item that is £100+ .. 😶‍🌫️

Thanks.
This was picked up and I already acknowledged the error of my ways

Grumpy_chap said:

powerful_Rogue said:

GaryBC said:

Grumpy_chap said:

powerful_Rogue said:

Chargeback via bank, however would imagine that might fail. Failing that, Small Claims Court.

powerful_Rogue said:

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.

https://www.moneysavingexpert.com/reclaim/section75-protect-your-purchases/

Yes, sorry.
We don't know how the OP paid, but I completely forgot about the £100 threshold which makes it irrelevant.
My bad 😔

I am now well and truly reprimanded.