Just Eat Complaints.

missmonster

Does anyone know how to help me please?
I am struggling to get anywhere with a Just eat complaint.
I ordered food on monday (£45 worth) and opted for collection because it was a sunny evening and close to my home.
When the notification came through the app that my food was ready to collect, I went to the restaurant but the whole building was completely closed up. I enquired in the neighbouring buildings, banged on all the doors, walked all around, etc.. for a good 40 mins, with no luck.

I saw on the building wall that it was closed on this day (only actually open weds - sat) and this information was reiterated by the neighbour company.
I tried to contact Just eat, who did not provide an menu option for this situation.
I took the nearest option in that none of the food i ordered was available.
They basically messaged back with a tough luck.
I have tried to contact through all the different email addresses i can find on internet searches.
each of these are 'unmanaged emails'.
The app states that my food was delieverd, Which was not even the case anyways.
I have evidence of photos, witnessess and the hard facts on the wall of the restaurant.
So Just eat took an order for a restaurant that was closed, took full payment for that order and did not provide the goods - now they are fobbing me off.
How can i make my formal complaint?

Aylesbury_Duck

Contact your card provider and ask about a chargeback.

Complain to JE is probably a waste of time. Their business model doesn't rely on loyalty, there's hundreds more that will continue to order in your place.

FrugaiMacDugal

If it's a restaurant you use regularly, have a chat with them, they might be able to give JE a dunt, if you're a really valued customer you might get a freebie.

Emmia

https://forums.moneysavingexpert.com/discussion/comment/82036344#Comment_82036344

We recently booked a table at a restaurant via The Fork. When we arrived at the restaurant it was clearly not going to be serving any food that evening as it was (a) closed and (b) under hefty refurbishment. A cement mixer was visible through the glass door... The restaurant was still taking bookings via the app.

We went elsewhere (which actually turned out great!)

I reported the closure to the app.

So, definitely possible if the restaurant hasn't added their closure times to the app.

born_again

If you were going for collection, why not walk down order & wait. Give you local co a boost & stop these 3rd parties from profiteering

.

la531983

https://forums.moneysavingexpert.com/discussion/comment/82036435#Comment_82036435

Very possible, a few years ago I ordered a Chinese takeaway through their own website, order never came, drove up there and the shutters were down and the Indian over the road said it hadnt been opened for two weeks.

They had forgotten to turn off the online ordering on the website.

A week later it was refunded anyway.

flaneurs_lobster

Many restaurant chains and even smaller operators now use "dark kitchens", premises where online food orders are prepared and collected from by the order/delivery co's.

There are restaurants that have no "retail" presence at all (so probably not "restaurants").

Maybe the OP's restaurant switches to "dark" mode for the days when the proper restaurant is closed, but someone forgot to turn off the 'collect by punter' option?

Skiddaw1

Similar thing happened to us once some years ago. We booked a table at a restaurant close to a Premier Inn we were staying at for a night en-route to a funeral. Booked via their website (which was up & running) but when we rolled up there was no sign of the restaurant (we discovered from talking to a nearby business that said restaurant had closed yonks ago and the unit taken over by a shop). Luckily, there was no money involved but even so….

missmonster

So, to update on this.
i have repeatedly asked Justeat for justification for refusing me a refund.
I have offered the evidence that the restaurant was closed (and is closed every mon-weds).
Phone records of me trying to get info regarding collection location, or opening times, etc from the restaurant, landlord of the building.
Time stamped photographs of the venue.
Screenshots of the Just Eat app updates and incorrect info.
I have also asked for the policies in which they are using to justify their decisions.
All to no avail.
Im sending a formal complaint to head office now.
Im so darn angry about the way they are treating me.
I know £45 isnt much to some people, but to us it is a big chunk of cash.

born_again

Chargeback for non receipt of goods.

Emmia

https://forums.moneysavingexpert.com/discussion/comment/82047646#Comment_82047646

Hopefully you'll be boycotting Just eat too from now on.