Just eat brought wrong food, driver took it away again and now they wont refund me.

Oldfashionedgirl

A Just Eat driver bought my delivery and when I looked at the bag I realised it was wrong. He was still outside the door so I gave it back to him and said it was someone elses order. I asked if he had my order, or would I still get my food or how to contact Just eat for a refund but he didnt reply and just put the food back in his motorbike box and left.

I contacted Just eat on the site and it said to attach a photo but I said I didnt have one as the guy took the food with him. I then got an automated email saying can I reply with a photo. I again replied saying I dont have the food and attached photos of my empty table, and security camera stills of the guy carrying the bags up my path and taking them away with him again.

By now I was getting pretty stressed so decided to contact them via Twitter (or X as it is now) and a guy responded asking for the reference number which I gave him. I have just had this reply:

“When a customer does reach us to us to inform us that their order was incorrect, we do need photo evidence of the items you've received. I understand that you rejected this order, however this was up to your discretion. If you're unable to provide photo evidence of the incorrect order, I wouldn't be able to offer a refund on this occasion.Please don’t hesitate to let us know if there’s anything else we can support you with regarding this issue.I really hope this has helped today. If you do have any thoughts, it would be great if you could share them in the short survey that will come through. Your feedback helps us keep improving.I hope you enjoy the rest of your day! 🙂”

Have I really lost £22 for not accepting an order that wasnt mine? I gave it to the guy hoping he had another bag on his bike and had just bought the wrong one to my door. Can they seriously not refund me for not accepting something I didnt order which they took away with them? The driver didnt tell me I would need a photo for a refund or anything at all.

Please can someone tell me my consumer rights on this?

dil1976

How would you expect just eat to know you got the wrong order if you cant show them that via a photo? 

Mr.Generous

Using Just Eat on MSE forum should be a 2 week ban

RefluentBeans

I’m still a bit confused with the whole story to be honest. So you received an order - checked it and clearly was wrong. The driver still there - you at ‘hey this isn’t the right one - you got mine in your bag?’ And give him your food back. Presumably - the driver says ‘no sorry.’ Then you ask ‘will I still get my food, how do I get my food, what do I do?’ Did he really just leave without saying a word? That seems odd you give him your food, and then ask him questions and then he leaves in silence?

Did you contact the restaurant at all? To explain what’s happened and what they can do to help? was the delivery driver a restaurant delivery driver or a JE courier? Normally JE couriers will have live tracking on the app as they travel to you I believe. Either way, normally the restaurant should be the first point of call for issues, even if JE delivered it themselves. At least then you can add the fact you called the restaurant to resolve the issue. 

With regards to the money - if you paid on your card a chargeback is a good option. Or persisting with the complaint. Otherwise it’s going to small claims to get the money back - probably not worth it at that point. 

I think rejecting a delivery (including normal courier stuff - not just food) leads to more confusion and stuff in my opinion. By refusing a delivery you are left with no item at all, and so the retailer or delivery agent has full control of the situation. If you’re rejecting a delivery - you can take a photo of the order being handed back over to the courier. 

Aylesbury_Duck

Your consumer rights are to receive what you ordered, or a refund.  Exercising those rights looks tricky, in the absence of evidence.  You could try your card provider for a chargeback but other than that, if Just Eat won't play ball, write the £22 off and don't use them again.

Debbie9009

OP,  I have had a similar situation where items were missed from my order, so I was also unable to take photos.  I found just persistently contacting them until they gave me my refund worked.  I think it got to a point where it was easier to refund me that to keep responding, I did remain polite throughout.

I would go back to them and point out that if you had accepted the wrong food then someone else wouldn’t have got their order so you saved them money by giving it back to the driver.  You could also try contacting the restaurant but whenever I have done that I have always been told I need to go back to just eat.  

I would also be tempted to keep posting about this on social media, at the very least it alerts others to just how bad Just eats customer service is.

jon81uk

Contact the restaurant, they might be more willing to help.
Also depending where the food came from the driver is often employed by the takeaway/restaurant and not Just Eat.