Deliveroo

RainbowLil90

Anyone experienced Deliveroo refusing to help you when you've been sent the wrong order from a restaurant. I was sent a wrong order and although i sent photographs and receipts they refused to help me and did not wish to know..Is this not a trading standards matter?

eskbanker

You can report any UK business to Trading Standards (via CAB) but that doesn't help resolve any individual issue you've experienced - they'll simply weigh up volumes of complaints about businesses and investigate any meaningfully significant recurring issues.

What was their response to your complaint, i.e. on what basis did they refuse to take action? Are they trying to pass the buck to the restaurant who actually made the mistake (presumably)?

FlorayG

That isn't Deliveroos mistake, it's the suppliers

twopenny

But is it? Was the right information sent?

sheramber

Did the wrong order have your address on it?

Or

Did the order ha ve someone else’s address on it and was delivered to your address on error?

Whichever scenario makes a difference to who was responsible.

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/82183679#Comment_82183679

Isn't your contract with the party that you paid your money to? You use the Deliveroo app to choose food from a particular 'restaurant' then pay for it via the same app.

Makes no difference what's in the bags they deliver or what address is on the bags - Deliveroo have not fulfilled their side of the contract.

Unless there's a clause in their terms that says "we are under no obligation to deliver the food you ordered"?

sheramber

https://forums.moneysavingexpert.com/discussion/comment/82183806#Comment_82183806

But the driver may have delivered to the wrong address.

How many people look at the delivery address on the package before accepting it.

Did the package have the OP’s address on it?

Ergates

Anyone experienced Deliveroo refusing to help you when you've been sent the wrong order

Many many people have experienced problems with the various food delivery companies refusing to correct their mistakes.

You can threaten them with court action which may help - but they will very likely close your account and blacklist you. But given how incompetent and complacent they seems to be is that a problem?

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/82183820#Comment_82183820

If the recipient were to check that the bag they are offered had their name/address on it, and reject it if it hasn't, would that make a difference to getting their money back (or getting the correct order delivered)?

In other words, does accepting the delivery of whatever fulfill the contract?

sheramber

https://forums.moneysavingexpert.com/discussion/comment/82183906#Comment_82183906

The point is if the package is delivered to the wrong address , then delivering are at fault .

If the shop put the wrong times in the package with the OP’s address on it, then it is the shop who are at fault.

No

Point complaining to deliveroo if the shop are at fault.

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/82183917#Comment_82183917

This was my original question, it may well be the restaurant that put the wrong food in the bag but in terms of getting a refund would you approach the restaurant or Deliveroo?

What about those situations where the food is actually prepared in a 'dark kitchen', not in an actual restaurant?

Some 'restaurants' have no High Street presence at all, their entire operation serves only online delivery.