Just Eat UK
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My original order was for £53.01 (*******) I then received somebody else's food for £31.97 *******6019) I then had to order the missing food and paid £27.76 (*******)
You must think I'm daft if you cannot work out the maths in either Just Eats delivery driver or KFC's fault.
I recommend you re-access my claim asap.
Regards
A very unhappy Tony Ward

Their reply
Uppuluri Harsha (Just Eat UK)

18 May 2024, 12:08 BST

Hi Antony,

I understand you're not happy with our decision relating to your recent order (*******).

I've reviewed your case again to see if there's anything I can do, and I'm not able to overturn our original decision because it's in line with our policy.

Thank you for your understanding and for contacting us.
Kind regards,
Uppuluri Harsha
Customer Service Representative

Just Eat Takeaway.com, Rainton House, Cygnet Way, Houghton-Le-Spring, DH4 5QX

Next email
Uppuluri Harsha,

You must be completely thick, I'm out of pocket of at least £21! Plus all the aggro of contacting you, re-ordering food etc.
Check how much I order through JE every week, every month and the years I been your customer.
Fortunately for me Uber Eats deliver all the regular take aways that we regularly eat plus more.
I will be paying them from now on. I will be closing JE account in the next hour.

Unhappy & ex customer
Tony
Their reply
Nitilesh Bagade (Just Eat UK)

18 May 2024, 12:41 BST

Hi Tony,

I understand you're not happy with our decision relating to order *******.

I've reviewed your case again to see if there's anything I can do, and I'm not able to overturn our original decision. This means that the original decision to decline your compensation request was correct, and it's not possible to offer you a refund or account credit in this instance.

I'd like to thank you for your understanding and for getting in touch with us.
Kind regards,
Nitilesh
Customer Service Representative

Just Eat Takeaway.com, Rainton House, Cygnet Way, Houghton-Le-Spring, DH4 5QX
My reply
Nitilesh,

You end the emails you send out with:

I'd like to thank you for your understanding and for getting in touch with us.

To make it quite clear I do not want your thank you and I am still baffled about this request
And totally do not understand this policy.

I do hope that Claire Pointon does read this email thread next week and does something
About re-assessing this policy of being able to rip off your customers like this in the future.

As said before I will be taking my custom elsewhere from now on.

Tony

Date of experience: 17 May 2024

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UPDATE ON 13 APRIL 2024:
More fool me for not taking my own advice below. I ordered a chinese meal direct from the local chinese restaurant but got a message saying they can't complete the order and that I need to choose a different payment method (which I haven't got). I pressed the back button and the order had disappeared. I should at that point of phoned the restaurant but I prefer to order stuff online so the order is clear. I thought I'd go through Just Eat again and requested the same order which went through. One minute later I get 2 emails, one from the restaurant saying they have confirmed my original order and one from Just Eat saying the same. I immediately called the restaurant asking them to cancel one of the orders. He said they have started cooking their own order and asked me to cancel it with Just Eat which I did straight away but it cannot be done by calling anyone - you can literally only do it on the app and they said it was over 5 mins since I placed the order so my 2 options were to either keep the order or that I would be charged 100% if I cancelled. I decided to cancel and thought I will have to go back in and sort out the refund but I spent about half an hour trying to find out (with Google help too) how to actually contact a human being at Just Eat. I still had no clue how to do this by the time my freshly cooked meal arrived! Eventually I came across a link to chat online which apparently I was only to use in an emergency if I was worried for my safety - well, no actually since there is no alternative! I waited for an agent and when the robot asked how they could help I started typing my situation and in less than 10 seconds (because I can't type with 2 thumbs on a mobile fast enough for them) they came back with 'are you still there?' Well, yes I am thinking, can't you see when I am typing as I can see when you are? Less than 5 seconds later, 'as we haven't heard from you we are cutting you off now', well thanks! I went on again and when the agent came on I said please can you allow me enough time to type my issue and they said 'sure' so this time I got a bit further. When I finished they said you opted to pay 100%, you pressed the button to confirm you understood that. No my dear, you didn't give me another option to explain that I had already agreed with the restaurant that I would cancel the Just Eat order. She said you were 10 mins before you cancelled the order so the restaurant had already started cooking the order. No my dear, again you are not listening! She said they have already sent my payment to the restaurant so they can't refund me - not my problem if you have done that already. The chat was cut. I since realised on checking my emails I had one saying order placed with Just Eat at 19.04 and then order cancelled at 19.09, therefore (just) within their 5 mins stipulation and not the 10 mins robot woman said it was. Now I have the bother of trying to guess an email address that might work to send them my evidence as a Just Eat email address to put things right is Britain's best kept secret!

ORIGINAL REVIEW ON 7 JAN 2024: This company are thieves! I placed an order on 7 Jan 2024. When it arrived one item I ordered to the value of £7.29 was swapped out for an item to the value of just £1.99. I sent photo evidence straight away and got a message back saying they would review and refund within 48 hours. I had requested a refund of £7.29 to my original payment card as it was the restaurant's mistake sending the wrong lesser value item. I waited 7 days before I got an email back saying they had credited my account "to the value of the affected items" so not even confirming the actual value and not explaining why they have provided credit instead of the card refund requested, also not confirming how I can apply the credit to my next order. I decided to place a further order today just to use the credit which they told me was on the account. I could not see where to find the credit so I had to Google how to use the credit. It said "select the Pay from account from the payment options". The only options were, Pay from Paypal, Pay from Google Pay, Pay with cash/card. Basically they lied and did not apply any credit and have stolen my money so I will never use them again. They are just as bad as all the delivery companies who have all let me down.

Dear Just Eat,

I would like to understand your service a little better. I have already contacted trading standards about your poor service (they are quite busy so I've been advised to wait a few weeks for a response) but I wanted to understand how or why you believe your treatment of me is acceptable.

Scenario:

I have received many bad orders from multiple restaurants over the past few weeks. You do not provide a direct contact number to the restaurants WHY IS THIS?
It would be so much easier that, when I receive a bad order, if you provide their contact details, I could contact them directly and resolve the issue.
Due to your restrictions, I am not able to, so I have followed your guidelines and asked for refunds from you. This is not good service, when I order food, I want to eat the food, when the food I order doesn't arrive - I DON'T WANT A REFUND, I want the food I have paid for. A refund in 2 weeks time does not help me in any way.

I have done as you asked - but as you just blindly offer refunds without investigating it (this is entirely your own fault as these are your policies, not mine or the restaurants), you are now saying that I am not entitled a refund because I have received too many bad orders in the past.

THIS IS THE QUESTION I HAVE ASKED 3 TIMES ALREADY AND HAVE NOT YET RECEIVED AN ANSWER:
Why do you consider me getting a refund for a service not carried out as "compensation" you have never, not once given me "COMPENSATION" You have only given me refunds as is required by "the Supply of Goods and Services Act 1982.
The act states that you should expect the 'services' to be carried out with reasonable care and skill within a reasonable time and at a reasonable cost.

Any food delivery company not delivering when promised would also be in breach of the Consumer Rights Act which says services should be carried out with information given verbally or in writing to the consumer which is binding where the consumer relies on it. Any service must be carried out within the agreed time."

I find it in very poor taste that I have had to make so much noise about this and I would like to understand how you think you are entitled to keep my money without providing the product I paid for. I have a photo of what I received - I have sent you the photo of the item I received. It was not what I paid for and therefore you are required, BY LAW, to return my money.

Your delivery drivers do not wait long enough for me to check the food - plus, do you expect people to unwrap their entire meal on a doorstep? How silly is that?

Over the past year, I have spent between 1,000 and 1,500 pounds (shamefully) on your website - after your injustice, I have not used you once - unfortunately, my idiot housemate used my account by mistake a couple of days ago, however, that is not going to happen again as I removed his access.

The bottom line is, this has already cost you more money in lost revenue as I am now using your competitor (uber eats).

The thing is, I could understand it if I had not provided you with a photo as proof of what I received. You know I am protected by the supply of good service act 1982. All of this being recorded and passed to trading standards, so why on earth are you doing this?

I also agree, I have asked for my money back a lot. But what does this say? It says you are providing a sub-par service. This is what needs to be addressed.

I am a very good customer who (used to) spend so much money with you - I have received many bad orders for you, and for some reason, you penilse me? AS IF IT IS SOMEHOW MY FAULT? PLEASE ANSWER THIS: HOW CAN I PREVENT THE RESTAURANT FROM GIVING ME THE WRONG ORDER? HOW IS THIS MY FAULT? WHY DO YOU THINK I SHOULD BE CHARGED WITHOUT RECEIVING MY ITEM?

You need to address yourself here and take a look at your policies.

I have taken a lot of time to write this email, as I have done with all my previous emails. I would appreciate someone actually taking the time to read and respond to this email in the same manner. Your previous emails have been almost rude - you have not once answered a single question I have asked. You have not addressed a single issue I have raised. You have not even mentioned the photo and why you believe you are within your rights to steal my money.

You are thieves and I will not rest until this has been resolved.

Danny

Very Cool site, easy to navigate and order online