Absolutely appalling customer service from Just East. Need help in next course of action...

maxxpayne

Hi There,

After many years of smooth experience with various food delivery services (maybe one or two minor issues, promptly sorted) my luck ran out and I was on the receiving end of a terrible experience from Just Eat customer service.

Here's the sequence of events:

1. On 06/06 we had a number of people come over to ours for gathering. After dinner we decided to have some tea and placed an order with Chaiwala via Just Eat for our guests, 8 in total
2. The order goes through immediately at 18:33 and shows delivery time of 30-40 minutes. So far so good.
3. 40 minutes pass and I note the order is still in preparing state. very strange as it's tea after all and no way it should take this long
4. At this point, I call Chaiwala. It's now 19:15. No one answers
5. Seeing that something is wrong, I try to see if I can cancel the order. No joy. The Just Eat app says because order is being prepared, if I cancel I won't get a refund!
6. I look for options to contact Just Eat customer support. Unbelievably, there's no contact number or even chat option in the app. There's a number, but that's for partners - which I'm not.
7. I dig into internet more. Find a suggestion to use the health and safety issue chat (yes, you read that right) as a way to get in touch with customer service. It's at https://www.just-eat.co.uk/help/article/360001145969/how-do-i-report-a-safety-health-or-privacy-issue
8. Note by this time it's already 19:31 an hour into my order
9. I manage to chat to Just Eat customer support via the health and safety link. The customer service rep drops the bombshell, Chaiwala is waiting for a rider/driver! I ask Just Eat to cancel the order because a) whatever tea they may have prepared is already cold b) they've gone over their original estimate c) even if they find a delivery person right now, it'll be another 30 minutes at least,  by which time my guests would've left already. Shockingly, I'm told Just Eat can't cancel the delivery as it's being prepared (see the theme?) They tell me to wait for 10-15 minutes and if nothing happens, reach back to them again for a resolution
10. At 19:44 I get a call from a mobile number. Turns out it's Chaiwala Dalston. They apologise and state that they prepared the tea right after my order more than an hour ago and have been waiting for a delivery person from Just Eat. They even tell me that the tea is cold and they'll make a fresh batch for me. I tell them not to bother can cancel the order, since Just Eat can't. The inform me the opposite - apparently, they can't cancel and only Just Eat can cancel. They spoke to their partner line and and couldn't cancel.
11. It's now 19:47. My guests are definitely leaving. I contact Just Eat via the health and safety line again, explaining the situation and highlighting the conversation with the store. All falls into deaf ears. Same script - can't cancel, please wait a few more minutes. I ask to speak to a manager. No one is available but I'm promised someone will get back to me in a couple of days. You couldn't make this up
12. At 20:06 I have my last chat with Just Eat customer support. I point out the absurdity of the situation - that Just Eat is responsible for arranging the delivery, since they haven't found anyone and my guests are leaving no point delivering. I explain what Chaiwala told me, but as usual all goes into deaf ears
13. At 20:23 I get a call from the Just Eat delivery driver stating that he's at my address. I tell him to take the order back. All my guests had left and I wasn't in the mood for drinking tea for 8
14. Fast forward almost a week, I receive no communication from Just Eat. I send a message via the health and safety chat and I get a sorry can't do anything. I check the Just Eat app. The order is showing delivered but worst part is, showing 19:10 as the time. Utterly unbelievable!

I'm totally stuck now. I have no way to follow this up with Just Eat as there's little or no communication channel available. I see there's a option in the app from Help > The wrong items have been delivered. Which has an option to contact but this isn't a case of that. There's a my order was late but that asks you to leave a bad review!

Help!

Aylesbury_Duck

Chargeback through your card provider?  It might fail because it sounds like you refused delivery.

How much is involved here?  Beyond chargeback there's small claims court but doing that for eight cups of tea would be ridiculous.

flaneurs_lobster

Tea, as in cups of tea? 

I could have made (and drunk) 8 cups of tea in the time it's taken you to type this opus.

Are you seriously bothering with writing this up for a consumer site because of eight cups of tea?

And you've spelt Chaiiwala wrong five times.

When it is considered normal to use food delivery services for cups of tea then we are all definitely schtuped.

stuhse

In our house we have a kettle and some tea bags- it saves lots of money , and you get your tea much faster usually within 3minutes of even unexpected guests arriving. 

To clarify-My advice is buy a kettle teabags and some cups. (you could even buy coffee too so you can cater for guests with different tastes) 

(this thread is a wind up isn't it  ?)

flaneurs_lobster

stuhse said:

(this thread is a wind up isn't it  ?)

I seriously hope so, unfortunately it's worked on me....

born_again

flaneurs_lobster said:

Tea, as in cups of tea? 

I could have made (and drunk) 8 cups of tea in the time it's taken you to type this opus.

Are you seriously bothering with writing this up for a consumer site because of eight cups of tea?

And you've spelt Chaiiwala wrong five times.

When it is considered normal to use food delivery services for cups of tea then we are all definitely schtuped.

But this is not just tea, this is Chaiiwala bubble tea 🤣

Okell

Why did Marx and Engels only drink green tea?

CliveOfIndia

Okell said:

Why did Marx and Engels only drink green tea?

Because they knew that proper tea is theft :-)

Okell

Yaaaay!    

Okell

Seriously though, I was going to ask the OP who invites 8 guests round to their house and then at 6:30pm at the last minute decides to order a meal for Just Eat to deliver.

But we aren't talking food, we're talking tea?  Tea to drink?!

Suppose it must be...

maxxpayne said:

...  All my guests had left and I wasn't in the mood for drinking tea for 8 ...

  

Ditzy_Mitzy

flaneurs_lobster said:

stuhse said:

(this thread is a wind up isn't it  ?)

I seriously hope so, unfortunately it's worked on me....

No need to get steamed up...

I tend to use a price-comparison site when ordering cups of tea off the internet: www.infused.com.