Just Eat - Food Delivery 17+

My order never arrived but says it has been delivered already. I contacted just eat they told me it’s gonna take few days to investigate and get back to me. When I asked if they can return my money. They replied saying no. Excuse me? I have to wait for the food that I paid for? Is it my fault that your driver didn’t deliver my order and marked it as delivered? My food never arrived, are they just trying to rob me? They even said they are going to email me with the chat and case reference but never got it, but after asking them several times for it and after mentioning that I contacted the restaurant and yes I really contacted the restaurant they told me they don’t have drivers contact and I will be only able to get help from just eat. Just eat finally sent me email confirmation with my case reference (the subject was late order when the food never arrived). I was hungry, starving waiting for the food and this is all they said. I have right to get my full refund back as this was not my fault. I am really dissatisfied with just eat app. I would have rated the app with 0 stars but it doesn’t let me.

The app is usually good but god help you if something goes wrong. The problem with just eat is that it makes it almost impossible to get good service. If you order directly from a restaurant and there is something wrong with the food like it’s the wrong order or freezing cold or it’s been sat waiting for delivery for an hour you would complain directly and likely get a refund or replacement if it’s a decent reputable establishment. Just eat is the middleman that enforces what they consider to be the correct outcome often at the detriment to the restaurant and customer. For example, ordered a curry and a kebab from a restaurant with good reviews. It was late and freezing cold. I contacted just eat who refunded me a small percentage even though you really can’t warm a kebab up. I won’t order from there again but if I had been able to sort this out with the restaurant directly they would probably have refunded/replaced and I would have given them another chance. It’s also impossible to speak directly to a human now so you are pretty much on your own if there’s an issue. It’s really gone downhill and I feel sorry for the restaurants who have to sign up with them because of the monopoly they hold over the industry. To top it off and money they give you back is in ‘just eat credit’ so you can’t even make an informed choice about changing providers. Used to be a good service but it’s obvs got way too big and customer service has been sacrificed.

Somebody made an order off of my account to the wrong address by accident which cost £81, I cancelled the card order within seconds before the order was accepted and received a notification that I wouldn’t be entitled to a refund. I tried to contact just eat off the app but i had no way of speaking to them as their help center only answered questions that was not helpful to my situation. I tried to call them and they have no way of speaking to anyone on the phone as it is an automated service. just tells you to use their help center. Then I contacted them by leaving them a message on their website which I had no response, I left a second message that also had no response and this has been 5 days now with just eat not contacting me. I am DISGUSTED at the treatment from just eat. I was only made aware today that the terms and conditions have been updated recently to state the customer are not entitled to make a cancellation and receive a refund which is ridiculous especially when you make an order so big which you need to cancel and you lose your money. I will be making sure I take this further as the customer service is absolutely terrible and i have been made a victim to day light robbery. £81 is a lot of money to lose and now I have no way of getting it back is sickening. Just eat are clearly a fraudulent company and are more interested in taking our money then helping their customers. I hope that everyone learns from this and STOPS USING JUST EAT!