Justeat refund

Claireyboo40

Hi I ordered food via the just eat app Saturday evening to the value of £27.48, the estimated delivery time kept moving further and further and the food was eventually delivered approx 1 hr after it was originally expected. All the food was stone cold and inedible, I immediately went onto the just eat app where there is a tab to click if there's a problem with the order and one of the options is food is cold. I was advised a customer service agent would be in contact. Later that evening (after the restaurant was now closed) I received a reply saying they have reviewed my complaint and in line with their cold food policy they will refund £9.47 in just eat credit. I'm unhappy with this ive reploed three occasions to recieve same response... I'm willing to pay for the drinks but feel I should have all food refunded and I don't want credit as I don't wish to use the service anymore so would like it refunded to my bank. Any advice please how i can proceed with this. 
Many thanks in advance 

Aylesbury_Duck

Did you dispose of the food, or did you eat it?

RefluentBeans

In addition, did you contact the restaurant (to see if they could send another out) or just ask JE for a refund? If just a refund, and as the food was inedible, what did you eat that night? 

eskbanker

Claireyboo40 said:

I'm willing to pay for the drinks but feel I should have all food refunded and I don't want credit as I don't wish to use the service anymore so would like it refunded to my bank.

Unfortunately what you feel and what you'd like aren't the same as having a legal or contractual entitlement to a better outcome, so your escalation options are limited....

Claireyboo40

Aylesbury_Duck said:

Did you dispose of the food, or did you eat it?

Disposed of the food 

Claireyboo40

RefluentBeans said:

In addition, did you contact the restaurant (to see if they could send another out) or just ask JE for a refund? If just a refund, and as the food was inedible, what did you eat that night? 

RefluentBeans said:

In addition, did you contact the restaurant (to see if they could send another out) or just ask JE for a refund? If just a refund, and as the food was inedible, what did you eat that night? 

No didn't contact the restaurant as I complained via the just eat app. What does it matter what we ate, my son and I had a bowl of cereal each and my husband didn't eat anything. 🤔 
.

Aylesbury_Duck

They may seem odd questions, but they're relevant to your legal entitlement because they determine your actual loss.  The answers determine what would be a reasonable, lawful and fair refund.  You may feel entitled to a full refund, but based on what you've described, you're probably not entitled to one.

How was the £9.47 refund arrived at?  Does their policy give a formula?  I guess it's a percentage of the food part of the bill.  Could you not have reheated the food rather than throwing it away?  I'm sure that would be their expectation and presumably the reason for a partial refund.  If that's, say 50% of the food bill that doesn't seem particularly unfair or unreasonable to me, but I think it is unreasonable for them to provide that refund in credit form rather than "cash".

RefluentBeans

Claireyboo40 said:

RefluentBeans said:

In addition, did you contact the restaurant (to see if they could send another out) or just ask JE for a refund? If just a refund, and as the food was inedible, what did you eat that night? 

RefluentBeans said:

In addition, did you contact the restaurant (to see if they could send another out) or just ask JE for a refund? If just a refund, and as the food was inedible, what did you eat that night? 

No didn't contact the restaurant as I complained via the just eat app. What does it matter what we ate, my son and I had a bowl of cereal each and my husband didn't eat anything. 🤔 
.

FWIW - normally restaurants are better at dealing with the issues than JE - with JE it can become a he said she said sort of situation (especially with the amount of people that falsely claim the food was cold and should be entitled to a refund - these are on a sharp rise and JE/Uber/Deliveroo are now under pressure from both sides rather than just blindly believing the customer). A restaurant will know you’re more likely to leave a negative review if the food is cold, even if it’s not because of their issue (like a UE/JE/Deliveroo gig delivery driver); and so want to resolve the issue. As you said, by the time someone from JE could review your complaint the restaurant was closed and so another order couldn’t be placed, limiting what the solutions offered could be. 

As stated above, why couldn’t the food be reheated? I know it defeats the point of takeout but if the food was freshly prepared then it should be fine to be put in the microwave for a couple of minutes/under the grill for 10 mins to reheat. For that inconvenience you should be given some money. 

In terms of where to go after this - you can attempt a chargeback but if JE contest it, I think the banks will just maintain the status quo (as the evidence of delivery will be made). Outside of that you can do the normal emailing CEO/senior customer service etc to try and get a cash refund. Just depends how much effort you want to put in to it. These food apps are taking a more ‘price it’ stance with customers currently because of the shear number of false claims that customers have been filing. Unfortunately when a small minority attempt to exploit the system, normal people suffer with worse customer service. 

MobileSaver

Claireyboo40 said:

RefluentBeans said:

In addition, did you contact the restaurant (to see if they could send another out) or just ask JE for a refund? If just a refund, and as the food was inedible, what did you eat that night? 

What does it matter what we ate

It matters because you have a legal obligation to mitigate your losses if you wish to claim JE or the restaurant breached their contract with you. 

This would obviously never end up in court but if it did any reasonable person would ask the same question as others here; why did you not just reheat at least some of the food?