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.

Although I have used Just Eat on a number of occasions, I am very disappointed with the fact that customer service has been totally sacrificed. The app is fine but God help you if anything goes wrong because Just Eat really don’t care about customers at the end of the day, they just see this as a monopoly and a license to print money which is totally unfair on the customers. I recently took advantage of the stamp card system only to discover that once I was able to redeem a discount that I couldn’t actually do so without assistance. The problem is when you come to check out, you have to use a slider to redeem your voucher. Why they couldn’t have a button that you could click on to say redeem voucher is beyond me, and it’s completely shortsighted on a part of the Customer Services team. You can’t ring anyone, you can’t speak to anybody anymore and when you go into the health section you are just presented with a series of questions and end up going round and round in circles. My friends and I have used Just Eat on a few occasions over recent months where orders haven’t arrived and we have really struggled to get refunds. In fact on occasion my friend had to go to his credit card company and he got his money eventually by putting in a dispute. What has gone wrong with customer service in this country?

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.