Just-Eat horrid customer service

Cheesechapstick

I was delivered the wrong order and I contacted the restaurant and was told to contact just eat. I did that and claimed a refund and because it was my lunch I had to reorder again. I provided appropriate evidence and information they requested and was still declined a refund. I tried to escalate the issue and was still declined a refund. A team leader mentioned they reason for a refund being declined is because their 'system' states I had made claims on previous orders. Which I find laughable, so what was I supposed to do when my order has been misplaced, incomplete and wrong? So, are they stating that despite being eligible for a refund they will decline because of previous claims? So restaurant and drivers can get away with horrible service of wrong, Incomplete and misplaced orders? And we the consumer/customer are charged regardless?

This has to be illegal or am I losing the plot? It's borderline fraud and theft right? I was absolutely shocked regarding this explanation...

I am an avid user of just eat (no longer after this horrible experience), so how does that make sense for a regular customer who is not at fault of orders going wrong. Of course the claim will be on the higher side compared to a less frequent user. 

I am absolutely appauld. I really want to take this further because this is not right.

Also, there is nothing in their policy or T&Cs mentioning you can only claim x amount of times before you max out the claims. And even if there is, that is silly for an online delivery service surely?

I want to sue them because.. what??

powerful_Rogue

Cheesechapstick said:

I was delivered the wrong order and I contacted the restaurant and was told to contact just eat. I did that and claimed a refund and because it was my lunch I had to reorder again. I provided appropriate evidence and information they requested and was still declined a refund. I tried to escalate the issue and was still declined a refund. A team leader mentioned they reason for a refund being declined is because their 'system' states I had made claims on previous orders. Which I find laughable, so what was I supposed to do when my order has been misplaced, incomplete and wrong? So, are they stating that despite being eligible for a refund they will decline because of previous claims? So restaurant and drivers can get away with horrible service of wrong, Incomplete and misplaced orders? And we the consumer/customer are charged regardless?

This has to be illegal or am I losing the plot? It's borderline fraud and theft right? I was absolutely shocked regarding this explanation...

I am an avid user of just eat (no longer after this horrible experience), so how does that make sense for a regular customer who is not at fault of orders going wrong. Of course the claim will be on the higher side compared to a less frequent user. 

I am absolutely appauld. I really want to take this further because this is not right.

Also, there is nothing in their policy or T&Cs mentioning you can only claim x amount of times before you max out the claims. And even if there is, that is silly for an online delivery service surely?

I want to sue them because.. what??

I'm sure they will use percentages.

How many incorrect/incomplete/misplaced orders have you claimed for?

Grumpy_chap

Cheesechapstick said:

I was delivered the wrong order and I contacted the restaurant and was told to contact just eat. I did that and claimed a refund and because it was my lunch I had to reorder again. I provided appropriate evidence and information they requested and was still declined a refund. I tried to escalate the issue and was still declined a refund. A team leader mentioned they reason for a refund being declined is because their 'system' states I had made claims on previous orders. Which I find laughable, so what was I supposed to do when my order has been misplaced, incomplete and wrong? So, are they stating that despite being eligible for a refund they will decline because of previous claims? So restaurant and drivers can get away with horrible service of wrong, Incomplete and misplaced orders? And we the consumer/customer are charged regardless?

This has to be illegal or am I losing the plot? It's borderline fraud and theft right? I was absolutely shocked regarding this explanation...

I am an avid user of just eat (no longer after this horrible experience), so how does that make sense for a regular customer who is not at fault of orders going wrong. Of course the claim will be on the higher side compared to a less frequent user. 

I am absolutely appauld. I really want to take this further because this is not right.

Also, there is nothing in their policy or T&Cs mentioning you can only claim x amount of times before you max out the claims. And even if there is, that is silly for an online delivery service surely?

I want to sue them because.. what??

Why do you find it laughable that their "system" declined your refund because it has records that you made claims on previous orders?
Is that because you have never made any previous claims, so the error in their "system" records is "laughable"?
OR, have you made previous claims but find it "laughable" that would be used as a reason to decline your refund?

There are occasional threads that appear where individuals have made many claims against the delivery services - whether Just-Eat, Uber-Eats, Deliveroo, or whoever - and then find that orders are refused or refunds declined on the basis of prior history.  

Have you ever had to make claims in the past?
How many claims out of how many orders?

As much as you think this must be illegal, borderline fraud and theft (by the service provider), if the situation is looked at from the providers' side, an individual making many (I am sure there would be a percentage and timescale metric) claims for mis-delivery might appear to be illegal, borderline fraud and theft (by the customer).

Aylesbury_Duck

Sounds like a completely disproportionate response, to be honest.

CardinalWolsey

Grumpy_chap said:

As much as you think this must be illegal, borderline fraud and theft (by the service provider), if the situation is looked at from the providers' side, an individual making many (I am sure there would be a percentage and timescale metric) claims for mis-delivery might appear to be illegal, borderline fraud and theft (by the customer).

To which the appropriate response from the vendor would be to refuse future orders, rather than deny what might well be another perfectly legitimate refund due to a failure of one of their agents. But no, they'd rather take additional income and hide behind their T&Cs when the risk doesn't fall their way. I wonder whether they're running analysis of suppliers that generate a disproportionate amount of refunds, and refuse to do business with them in the future?

saajan_12

I don't think this could even be covered by T&C - say you ordered x in return for £y, they don't deliver x and you are expected to lump it. I wonder if its still a contract then if you may not get anything which is in their control (not like a lottery). 

Even with a %, there is always going to be variance in that, whereby someone happens to get all orders correct and some get more than x% of orders incorrect. With no transparency of that %, who knows if its reasonable, if they allow any flex between the average and the max allowed before they reject refunds etc. 

The problem really is these high volume businesses blindly allow refunds for a certain % and then starts saying no. Rather than actually investigating even at a basic level. 

Aylesbury_Duck

saajan_12 said:

The problem really is these high volume and low margin businesses blindly allow refunds for a certain % and then starts saying no. Rather than actually investigating even at a basic level. 

They don't have the resources for investigations, and I suspect they're not bothered about small numbers of dissatisfied customers because there seems to be no shortage of people willing to pay a premium to have luke-warm (and primarily) junk food delivered to their door.   It's a great business model.

While I appreciate that for some, delivery services like these are genuinely life-changing, for the majority, they, like the concept of drive-throughs, are fundamentally daft.  We are a society in which almost two-thirds of adults are overweight or obese, which brings long-term problems with diabetes, heart disease and other conditions.  One in five adults have respiratory problems and air quality is a factor for many of those.  Today's kids are likely to be even worse-off in health terms. So what's the best thing we can do to help?  Set up junk food restaurants out of town where people don't even have to leave their car and can leave the engine running while queueing, or better still, deliver the stuff straight to their sofas so they don't even have to waddle wheezily to their car in the first place.

born_again

TBH, while order is via JE, the restaurant should not just be telling you to go to JE. They should be sorting, if they want to keep customers. 

Like above, local mcdonald's you see people go to drive thru & then sit in car park eating, rather than park up & walk 10 yards to go inside...
We do live in a very lazy society.😶‍🌫️