Just Eat UK - Food Delivery 12+

I didn’t receive my food last night. After two hours of waiting I called just eat for an update but I just listened to hold music for 15 minutes before putting the phone down. I then called the restaurant who said they had dishes that had been prepared but no one from just eat had been in to collect them and they were closing up.

I got in touch with just eat through the app the next morning as just eat hadn’t been in touch to confirm the order had been cancelled or refunded etc.

They refunded my meal which was the minimum I would expect. I rarely ask for discounts but the service from just eat had been so poor that I decided they should have at least offered something. When I asked if they would give me a discount on my next delivery, I was given a flat no. They were not willing to give me even 5% off my next meal and the tone they used was dismissive. For a company as large as this it seemed incredibly petty and the whole thing has left a bad taste in my mouth.

Ordered on 03/04 and waited until midnight but didn’t receive any food and couldn’t get a hold of the restaurant at all, it was marked as delivered when the restaurant closed and delivery time changed to the initial estimate. Managed to speak to Just eat the next day and was told they would sort the refund on this occasion as I had been trying to get hold of the restaurant and was impossible. I waited a week and no refund. Contacted them again and they told me there was nothing they could do as the restaurant had to authorise the refund. I managed to contact the restaurant on 09/04 and they said their manager would call me back. No call back so I spoke to him on 10/04 and he said he had contacted Just Eat and I would get my refund within 5 days. I left it a little longer due to the bank holidays and no refund still. I have contacted just eat tonight and they said they have had no contact from the restaurant. The first person I spoke to said she tried to call them but there was no answer. She said for me to try and get them to contact just eat directly or deal with them directly. I got through to them within the first few rings and they are refusing to refund me as they say all they can do is replace my order and email just eat. I then went back to just eat to ask them to call the restaurant again and the people I spoke to refused and said I had to get the refund direct from the restaurant. No help at all!!!

Ordered a meal and was over an hour late. They blamed just eat, just eat blamed the restaurant. Finally got a refund, apparently just eat can’t do that they give vouchers. So used them and kind of forgot about late meal. Then ordered a third meal from a restaurant five minutes walk from my house. Ten minutes after the 45 minute delivery time I called the restaurant and they said the driver was there and food was going in his hand, and then the delivery time changed. 20 minutes later my house mate saw the delivery driver walking away from the building. He’d gone to the rear entrance, hadn’t knocked, and was walking away. I confronted him and he said he’d tried ringing, but I showed him my phone and he got abusive a then tried ringing me. My phone rang and I pointed out it was my first call. I called the restaurant to complain and was told driver left as soon as my call ended so he drive around for 20 minutes, didn’t try to contact me and then got abusive when I caught him out. Restaurant was very nice saying they are governed by just eat and were considering leaving them as they mess up all the time. They said just eat changed delivery time to make sure that they didn’t fail that. Customer service was none existent from just eat but great from the restaurant. Just eat don’t give a toss, they won’t refund money they just give vouchers. They will always mess up cause they’ll never lose money.