Justeat

Isit420yet

I had an issue with an order i received, one of the items was contaminated with hair. So i raised this with the customer support team with justeat, however they stated because of my account history they wasnt willing to help or refund for the item that had hair in. 
I asked why my account history had anything to do with them resolving the matter and the agent abruptly ended the chat!! So i tried speaking with another agent and they just pretty much copied and pasted the response from the 1st agent, this happened 3 times so after the 3rd attempt in resolving this issue i emailed the info@justeat address and when i went to get my order number from the account i wasnt able to log in, i tried changing my password but to no avail the email wasnt coming through which was strange i found the order number via the confirmation email of the order so once I sent an email about the non existing support i received i tried the password reset again, still no luck. Well it turns out they deleted my account! Is this even legal for them to do? 
I have had issues with them in the past and havent used them for a while but surely by rasing an issue with them is not enough vaild reason for them to delete my account? 
On previous issues i did state deliveroo was a better service so maybe they're still bitter from that im not sure but any advice would be appreciated. Thanks

MeteredOut

Any service provider can refuse to offer you their services (and these providers have been known to block repeat complainers), but that does not/should not remove your right to complain about any one specific issue.

I suspect you'll now find it impossible for them to engage with you, so your next route is via your debit/credit card provider or a letter before action if you want to go in heavy.

I doubt they are bitter over you stating deliveroo was a better service; they'll have had a lot worse than that. The people dealing with your complaint are unlikely to have any emotional attachment to their employer.

(I've also asked for this thread to be moved from the site feedback board)

born_again

TBH. You complaint is with the restaurant you ordered the food from. Rather than JustEat.

Sounds like due to your history on complaints, that they have taken the decision to no longer do business with you. Which is quite legal.
No company has to have you as a customer if they do not want to.

Isit420yet

born_again said:

TBH. You complaint is with the restaurant you ordered the food from. Rather than JustEat.

Sounds like due to your history on complaints, that they have taken the decision to no longer do business with you. Which is quite legal.
No company has to have you as a customer if they do not want to.

I only complained when items were missing or they sent someone else's order so it was never malicious complaints just when they messed up. Which was more than a few times.

Isit420yet

MeteredOut said:

Any service provider can refuse to offer you their services (and these providers have been known to block repeat complainers), but that does not/should not remove your right to complain about any one specific issue.

I suspect you'll now find it impossible for them to engage with you, so your next route is via your debit/credit card provider or a letter before action if you want to go in heavy.

I doubt they are bitter over you stating deliveroo was a better service; they'll have had a lot worse than that. The people dealing with your complaint are unlikely to have any emotional attachment to their employer.

(I've also asked for this thread to be moved from the site feedback board)

Thanks for the advice, they havent replied to the email sent and im going to presume now i wont get a response either. I'll contact the bank and see what they suggest. Thank you

RefluentBeans

Isit420yet said:

born_again said:

TBH. You complaint is with the restaurant you ordered the food from. Rather than JustEat.

Sounds like due to your history on complaints, that they have taken the decision to no longer do business with you. Which is quite legal.
No company has to have you as a customer if they do not want to.

I only complained when items were missing or they sent someone else's order so it was never malicious complaints just when they messed up. Which was more than a few times.

Unfortunately you can’t make them do business with you. They may see your repeated refund requests as suspicious. Have you continued to order from the same restaurants despite knowing there’s likely to be an issue? That’s the common tell tale sign. Everyone knows sometimes restaurants mess up, but if one restaurant is bad and you continue to use that restaurant, they may look at it with suspicion. 

As for what to do next - charge back. I wouldn’t bother with a LBA. They know you won’t go to court (and the court likely won’t look favourable on a tiny amount of money being claimed).

Isit420yet

No if a place misses items off then i wont return as its there error and not the courier, this particular order i have ordered off them a few times however there hadnt been an issue untill today, i firstly did contact them as it was an issue for them to resolve however they directed me back to justeat to get a refund as the payment was done via them.

Alderbank

Try your bank for chargeback and see what they say.

But be clear about the nature of your contract with JustEat. The T&Cs of the contract, as posted on their website, are

'We provide a way for you to communicate your orders for products to restaurants...displayed on the Website. The legal contract for the supply and purchase of Products is between you and the Business that you place your Order with. In some cases, we provide the delivery services, and in those cases we [act] as principal, rather than as agent.'

That means they are not responsible for the food. The restaurant is. JustEat is responsible for passing your order and payment to your choice of restaurant and in some cases is also responsible for conveying the food to your address. It appears that they have fulfilled their contract in your case.

Your claim for substandard food is against the restaurant but since you didn't pay them directly but through an intermediary I don't think you can make a chargeback claim. But you can and should ask the restaurant for the money back for the food (it will be less than you paid JustEat because JustEat carried out their job OK).

You should also tell your local council about the foreign bodies you found in your food.

born_again

Chargeback really does not cover hair in food. 
Not even sure what it would fit under.