JUST EAT!

rafael2508

I ordered food from KFC totaling £85.46 at approximately 12:40 pm, with an estimated delivery time of 20–30 minutes. However, the service I received was wholly unacceptable, and I am appalled by the way my complaint has been handled so far.

Details of the Issue:

1. The delivery arrived significantly late, at 1:42 pm and contained only 1 out of 3 bags of food.

2. I got a phone call from a staff member at KFC to say that the delivery driver had only picked up 1 bag of food and that KFC can’t contact him so I have to tell him to go back for the other 2 bags.

3. The delivery driver, who struggled to understand English, refused to return to collect the missing bags despite being informed of the issue.

4. The small portion of food that did arrive was stone cold, inedible, and had to be discarded for food safety reasons.

5. Attempts to resolve the issue with KFC and Just Eat customer service were met with rudeness and dismissiveness.

As a result, a full office of staff working for a charity was left without food for their Christmas meal. This experience not only caused disruption but also ruined an important celebration meant to acknowledge our hard work throughout the year.

Attempts to Resolve the Issue:

I contacted Just Eat customer support and was offered a partial refund of £21.37, which does not come close to covering the cost of the missing and inedible items. Despite providing clear evidence and explanations, my requests for a full refund of £85.46 have been repeatedly denied.

Request for Resolution:

I consider this situation theft, as I have not received the goods I paid for. I am, therefore, requesting:

•A full refund of £85.46 as compensation for the missing and inedible items.
If this matter is not resolved within 14 days of receiving this email, I will have no choice but to escalate the matter further by:

1. Contacting Trading Standards through the Citizens Advice Bureau.

2. Initiating a chargeback claim with my bank.

3. Filing a small claims court case to recover the outstanding amount.

I hoped that we could resolve this matter amicably and without further escalation. 

They now havnt replied and I am not sure what to do. Trading standers will not refund my money they just help raise the issue. So I’m stuck on where to go? Any help with be great 

I have been back and forth with this since the incident happened  

MattMattMattUK

rafael2508 said:

I ordered food from KFC totaling £85.46 at approximately 12:40 pm, with an estimated delivery time of 20–30 minutes. However, the service I received was wholly unacceptable, and I am appalled by the way my complaint has been handled so far.

Details of the Issue:

1. The delivery arrived significantly late, at 1:42 pm and contained only 1 out of 3 bags of food.

2. I got a phone call from a staff member at KFC to say that the delivery driver had only picked up 1 bag of food and that KFC can’t contact him so I have to tell him to go back for the other 2 bags.

3. The delivery driver, who struggled to understand English, refused to return to collect the missing bags despite being informed of the issue.

4. The small portion of food that did arrive was stone cold, inedible, and had to be discarded for food safety reasons.

Ignore that part, unless the bag was torn open and the food containers open as well the food it safe, for food safety four hours is the acceptable window.

rafael2508 said:

5. Attempts to resolve the issue with KFC and Just Eat customer service were met with rudeness and dismissiveness.

That is fairly standard, Just Eat blame the "restaurant", the restaurant will blame the driver, who is employed by Just Eat. 

rafael2508 said:

As a result, a full office of staff working for a charity was left without food for their Christmas meal. This experience not only caused disruption but also ruined an important celebration meant to acknowledge our hard work throughout the year.

Remove the emotion, it is irreverent to the complaint and comes across a bit hyperbolic. 
Was this a business purchase (eg. business purchasing for staff), or was it a consumer purchase (eg. one peron buying for the others)?

rafael2508 said:

Request for Resolution:

I consider this situation theft, as I have not received the goods I paid for. I am, therefore, requesting:

It is not theft, claiming it is will just get you laughed at by JE/KFC.

rafael2508 said:

A full refund of £85.46 as compensation for the missing and inedible items.

That is perfectly reasonable, but it seems you have no response. 

rafael2508 said:

If this matter is not resolved within 14 days of receiving this email, I will have no choice but to escalate the matter further by:

1. Contacting Trading Standards through the Citizens Advice Bureau.

They will not care, hollow threat. 

rafael2508 said:

2. Initiating a chargeback claim with my bank.

Again, perfectly reasonable. If you have already had a refusal for the refund from JE then this is the route I would take now. JE will block you and your account, but I would say that is not really a negative.

rafael2508 said:

3. Filing a small claims court case to recover the outstanding amount.

You could do that if the Chargeback fails.

rafael2508 said:

I hoped that we could resolve this matter amicably and without further escalation. 

They now havnt replied and I am not sure what to do. Trading standers will not refund my money they just help raise the issue. So I’m stuck on where to go? Any help with be great 

I have been back and forth with this since the incident happened  

They will  likely continue to ignore you as you are outside their complaint window, you have already set out what action you are going to take and there is way too much emotion and hyperbole it all of that. 

You follow the actions you said you would, first raise a chargeback, if that fails issue an LBA then claim vial MCOL, no point in doing anything else.

born_again

Can't do a chargeback for full amount, as you received some of the delivery.
So would be a partial chargeback that would require a invoice to show the items not received, so the partial amount could be attempted to claim back.

While not on your rights. When driver said not going back, would have been simpler to send someone to pick the rest up. Would have avoided spoiling staff party🤷‍♀️ 

We always reheat KFC in microwave when picking some up from shop to eat at home. Still alive & kicking.

Newbie_John

And if you do a chargeback and win, which is very likely (but as mentioned you'll get partial refund) - Just Eat may cancel your account. 

Anyway, era of politeness and good will gestures is long gone.

the_lunatic_is_in_my_head

Service from these companies is bad when it goes wrong based on the numerous posts here, chargeback via bank is easiest, closure of Just Eat account isn't really anything bad....  

p00hsticks

rafael2508 said:

As a result, a full office of staff working for a charity was left without food for their Christmas meal. This experience not only caused disruption but also ruined an important celebration meant to acknowledge our hard work throughout the year.

I can see it's a extremely annoying, but IMHO describing it as an 'important celebration'; when it's being catered for by KFCs ordered via Just Eat seems a bit over-dramatic to me....