Just Eat

Spicecat41

I placed an order with Just Eat on Saturday 28th October for various items from Burnden Park store in Bolton Greater Manchester I have done this many times before with no problems

The order was for approx £53. I waited 40 minutes over the delivery time but the order never arrived. When I checked on the app it said it had been delivered. The money was taken from my account.

I contacted Just Eat by email, over and over again to ask about this, but every single response  was the same, we have looked into this and we cannot offer a refund. When I asked for proof that the items had been delivered to my address they never responded. All I received was another automated response saying there was nothing they could do and suggested I contact the store from which I ordered from.

My partner was a Store Manager at Asda for many years and he said that any orders processed through a 3rd party delivery service were not the responsibility of Asda so he cannot understand why they referred me back to you.

I am at my wits end, £53 is a lot of money for me. I just cannot believe that Just Eat can simple dismiss this without giving me any explanation. I know for a fact that my delivery was not made and despite asking for proof of delivery they could not provide this but still refused to give me a refund.

Any suggestions 

la531983

Ask them one final time to provide proof that the goods were delivered. 

If they cannot, write to them a Letter Before Action stating you will be taking them to the small claims court in 30 days if they dont refund you, and add the filing fee (£30 I think) onto the claim.

You could try a debit card chargeback before all of that if you like, but there is the chance it could be reversed.

PLRFD

Just Eats customer service is pants.

jon81uk

Have you contacted the store they were coming from?

RefluentBeans

It depends who delivers the items. JustEat had two types of store/restaurant. One where they just act as a platform for stores where the store/restaurant will arrange delivery. The second is where JustEat acts as a delivery agent to deliver the food/items to you. 

I think almost always it’s a good step to contact the store/restaurant directly to see what happened from their end. Your partner may believe differently, but Asda’s deliveries via JE/UE are made by couriers not by Asda employees. He knows that but customers may not, and certainly doesn’t represent every situation. You need to be certain JE is the company to be held liable. If all they did was act as a platform (and the store delivered it themselves) then JE has no way of proving it was delivered. It’d be like asking eBay to show your items were delivered even though you ordered from a private seller. Obviously this is different if JE are using JE couriers. 

But your first point of call should be the restaurant/store. I’m sure they would like a chance to remedy the situation so that you don’t leave a negative review. In addition they can confirm who was responsible for delivering. Once you’ve done that then go back to JE and take it from there. Also I’ve found the app is generally better for support issues. 

Jonboy_1984

When you checkout and when you get the order Confirmation email it normally gives the shop/takeaways contact phone number, so you can contact the store/takeaway immediately if there is an issue.

Did you do this?

MattMattMattUK

Spicecat41 said:

I am at my wits end, £53 is a lot of money for me. 

On a separate note to the original complaint, but if £53 is a lot of money to you then you should really consider not using Just Eat. You will be paying £53 for around £35-40 worth of food which would obviously be cheaper if you went yourself, or even if you used the supermarket's own delivery service would still be £10-15 cheaper than the cost of ordering it via Just Eat. 

sheramber

We ordered three coffees from Costa through Just Eat.

They never arrived but showed as delivered.

We went to the local Costa where the order came from and one of the assistants immediately said 'I remember making that order up' . 

He made up three more and didn't charge for them. 

m0bov

Speak with your bank to reverse the charges, I did this with Uber Eats when they delivered the wrong order and I was bounced between McDs and Uber Eats, both blaming each other.

Olinda99

If you paid by card, ask your bank for a chargeback on the basis of non-delivery