Just eat refusing full refund

cjenks22

Looking for advice regarding a very delayed food delivery and refund refusal

I’m looking for some advice because I’m

not sure where I stand with this situation.

I ordered chicken through Just Eat. The order took approximately 3 and a half hours to arrive.

According to the delivery information, the food was apparently sitting at the restaurant for around 3 hours and 10 minutes before the rider collected it. By the time it arrived, I had serious concerns about how long the food had been sitting there and whether it was still safe/fit to eat.

I contacted Just Eat to complain and request a refund. Their response was essentially that they could not refund me because the restaurant requested a delivery code and the correct code was provided when the driver eventually arrived.

My issue is that the delivery code only proves that the food was eventually handed to me. It doesn't explain or resolve the fact that it took 3.5 hours to arrive, or why the food apparently remained at the restaurant for over 3 hours before collection.

What was I supposed to do when the driver finally arrived? Refuse the food and potentially end up with neither the food nor a refund?

For example, if a driver turned up 10 hours late, would providing the delivery code mean the company could simply say the delivery was successful and therefore there was no issue?

I’m considering taking the matter further and seeking advice from Citizens Advice and the relevant food safety authorities, but before I do that, I'd really appreciate some advice from people who understand consumer rights or have dealt with something similar.

What would you do in this situation? Do I have grounds to challenge Just Eat's refusal of a refund, particularly given the length of the delay and the amount of time the food was apparently left at the restaurant?

I have screenshots/details of the order and delivery timeline if anyone wants to see them.

marcia_

https://forums.moneysavingexpert.com/discussion/6685551/just-eat-refusing-full-refund

you won't get a refund for an order that you accepted rather then refused

born_again

Try who supplied the food (just eat only provide driver to deliver) not the actual food.

Grumpy_chap

Looking for advice regarding a very delayed food delivery and refund refusal

I’m looking for some advice because I’m

not sure where I stand with this situation.

I ordered chicken through Just Eat. The order took approximately 3 and a half hours to arrive.

According to the delivery information, the food was apparently sitting at the restaurant for around 3 hours and 10 minutes before the rider collected it. By the time it arrived, I had serious concerns about how long the food had been sitting there and whether it was still safe/fit to eat.

I contacted Just Eat to complain and request a refund. Their response was essentially that they could not refund me because the restaurant requested a delivery code and the correct code was provided when the driver eventually arrived.

My issue is that the delivery code only proves that the food was eventually handed to me. It doesn't explain or resolve the fact that it took 3.5 hours to arrive, or why the food apparently remained at the restaurant for over 3 hours before collection.

What was I supposed to do when the driver finally arrived? Refuse the food and potentially end up with neither the food nor a refund?

For example, if a driver turned up 10 hours late, would providing the delivery code mean the company could simply say the delivery was successful and therefore there was no issue?

I’m considering taking the matter further and seeking advice from Citizens Advice and the relevant food safety authorities, but before I do that, I'd really appreciate some advice from people who understand consumer rights or have dealt with something similar.

What would you do in this situation? Do I have grounds to challenge Just Eat's refusal of a refund, particularly given the length of the delay and the amount of time the food was apparently left at the restaurant?

I have screenshots/details of the order and delivery timeline if anyone wants to see them.

There seem to be some gaps here in what happened. Presumably the OP was hungry when they first ordered the food. Did the OP simply wait the 3.5 hours for the food to arrive or did the OP chase things up in the meantime?

When the food arrived, did the OP eat the food? Or reheat and then eat the food? Or discard the food?

The OP says they had concerns about how long the food had been sitting and whether it was safe to eat. It is a bit odd they accepted the delivery after the long wait and with those concerns in their mind.

the_lunatic_is_in_my_head

Usual advice on these is chargeback with card provider with JustEat not defending but either closing your account or putting a negative balance so obviously say goodbye to JustEat but that is no real loss.

These middle companies take a hefty portion of the sale from the restaurant’s pocket and a mark up the prices you as the customer pay, if your local takeaway place will take direct orders that is the best way to do it.

born_again

https://forums.moneysavingexpert.com/discussion/comment/82158098#Comment_82158098

Nothing that covers late delivery.

Newbie_John

Looking at facts only here, you ordered something, it was delivered, you accepted it.

I dont see any reasons for a refund etc.

Sure, you're unhappy how long it took - but that's not enough reason for a full refund, unless there was something in T&C of just eat that allows for it related to a delay.

They are money making machines, the days of good will gestures are gone.. only thing is to stop using JustEat - but this is just a basic mistake that could have happened to any other company of their kind.

kimwp

A just eat driver took over an hour to deliver a takeaway to me (5 mins drive), wgich meant it was cold when it arrived. They argued that i still had food delivered and refunded tiny amounts each time I pointed out that it was unacceptable to charge for the service provided. I left.

the_lunatic_is_in_my_head

https://forums.moneysavingexpert.com/discussion/comment/82158114#Comment_82158114

I was assuming the food was stone cold after 3 hours.

p00hsticks

https://forums.moneysavingexpert.com/discussion/comment/82158196#Comment_82158196

I don't think yo ucan assume that just because the restaurant got the order at a particular time, they'll have got the food ready straight away if they knew that the delivery driver wasn't going to arrive for a while. I don't use Just East, but when I have ordered food to be deliverd by e.g. Dominoes, you can see that they'll delay baking the order if the anticipated delivery time is long…

Ergates

https://forums.moneysavingexpert.com/discussion/comment/82158196#Comment_82158196

I think if that was the case, OP would have mentioned it - as it would be a more obvious route for a refund.