Just Eat

I ordered 2 pizzas and a tuna salad. The restaurant sent me the wrong items and I sent the photo evidence to just eat.

Just eat got back to me saying that they couldnt refund me for the items and didnt give me a reason why they came to that conclusion. When I tried to contact just eat live chat I was abruptly dismissed this took place 27/08/2024 at around 7:00 am. Unfortunately at 7:26 I was sent an email stating that they took my complaint seriously and they will reopen the case and get back to me via email. At 7:18 I received a response from a team leader Sam M.

stating they reviewed the case and they stuck with their decision and I wouldnt be able to contact just eat regarding this matter again. It was obvious just eat was already set in not supporting me regardless if I provided evidence or not and dismiss me as a result.

It feels extremely insulting that I trusted just eat to protect me as the customer when things of this nature occur but they refuse to do anything other than waste my time saying that they will do something when in reality they will just come back with the same outcome without any reason. Just eat is a scamming platform!!

Your service used to be very good; now it is absolutely useless. I have had issues with my last two deliveries that I am unable to resolve or even put in a proper complaint that addresses the issue.

On both orders, there have been items missing, but your system only allows people to say if the main order itself is missing. So, from Uncle Sam's, there were items missing that I paid extra for. The only options I had were to say either the main meal itself was missing or that everything was good. There was no option to say, 'I paid for X as part of the order on top of the main meal'.

The same situation occurred with Toby Carvery. I had ordered the starter which consisted of three items, two were missing. I also paid for 'pigs in blankets' as an addition to the meals for two of the meals. There were no 'pigs in blankets' at all, not even as part of the starter.

It means I am unable to say what was missing and have to mention the whole item, which then makes it look like I am trying to defraud the restaurant when in reality, I have no other option to make my complaint and issue known. It also means as the restaurant had closed after delivery, I was unable to deal with the restaurant directly and even on odd occasions I have spoken to them, they always tell me to report it on Just Eat and tough luck if someone doesn't have food, 'we can't control the drivers and correct the issue'.

I am currently dealing with customer services regarding the order. I have been refunded in line with the cold food policy but, as I have stated MANY times, the issue is not just with the temperature of the food.

The calzone was TINY, barely had any filling, and was mainly dough. It fell way below Pizza Express's usual standards and I have requested a 75% refund amounting to £14.35, which I believe is fair.

I have sent photos of my dreadful meal to customer services, yet these are being ignored.

I have also requested that the money be returned to my card, NOT as credit to my account. Again, this is being ignored.

I am tired of chasing this issue: if I had been served this at the restaurant, I would have returned it to the kitchen.

Please investigate.

I am within my legal rights as a consumer to request a full refund, yet I am happy to compromise.

Please contact me to discuss this further.

See the photo for the ridiculous size of the £18 calzone! (I do not have big hands!)

Dear Just Eat Customer Service,

I am writing to express my extreme disappointment and frustration regarding a recent order placed through your platform, which was not delivered to me. I placed an order on [date] for [details of the order], with the expectation of receiving it promptly at the designated delivery time.

Unfortunately, despite waiting patiently for the allotted time, the order never arrived.

This resulted in not only the loss of my hard-earned money but also significant inconvenience as I had counted on the meal for sustenance during that time.

I attempted to contact the restaurant through the provided contact information but received no response. Additionally, the lack of assistance or resolution from your customer service team further exacerbated my dissatisfaction with the entire experience.

As a loyal customer who has relied on Just Eat for convenient and reliable meal deliveries in the past, I am deeply disappointed by this occurrence.

I expect a prompt resolution to this matter, including a refund of the full amount paid for the undelivered order.

Furthermore, I urge you to take steps to prevent such incidents from happening in the future, as they not only tarnish your reputation but also cause inconvenience and financial loss to your customers.

I trust that you will take this matter seriously and provide me with a satisfactory resolution at the earliest convenience. I appreciate your attention to this issue and look forward to hearing back from you soon.

Sincerely,

Cassandra cassandrabentley03@***.com