Around two weeks ago I ordered a meal to be delivered by ‘Just Eat’. We watched the little avatar speed its way towards us, got alerts saying he was about to deliver our food and another telling us it had been delivered. As no one had triggered our Ring Video doorbell we not only knew, but could prove, that this did not happen!
We ‘chatted’ to Just Eat. They assured me that the ‘take it very seriously’ and sincerely apologised and said the issue would be rigorously investigated.
I told them I had no interested in platitudes I just wanted my dinner.
They assured me that they ‘take it very seriously’ and sincerely apologised and said the issue would be rigorously investigated.
After this was repeated many times I asked for it to be escalated to their investigation team.
The investigation team person concerned then responded.
They assured me that the ‘take it very seriously’ and sincerely apologised and said the issue would be rigorously investigated.
I asked where my meal was, could they not ring the driver and find out?
They assured me that the ‘take it very seriously’ and sincerely apologised and said the issue would be rigorously investigated.
This went on for some while until I gave up… no dinner and no explanation.
Two days later, having been assured it would be resolved in 48 hours, I phoned the customer service number. They told me they had no record of events and…
They assured me that they ‘take it very seriously’ and sincerely apologised and said the issue would be rigorously investigated.
Two days after that I got the message below:
[Just Eat UK] Re: Late Order – Just Eat Ref: 35992793
Imperial Place (IP4), 3rd Floor, Maxwell Road, Borehamwood, Hertfordshire. WD6 1JN |
Note that this is labelled ‘Late Order’… at two weeks and counting just how late is the order? Note to Just Eat – IT WASN’T DELIVERED AT ALL!
What is the point of asking the restaurant involved? They sent the meal out.
I immediately replied to JUST EAT and guess what? A week later I have had no reply!
Just what responsibility does this company have?
The delivery people are not employed by them but are self-employed. The restaurants are in a contractual relationship of some sort… so what the hell is their fee for?
Still… it’s good to know:
That they ‘take it very seriously’ and sincerely apologise and rigorously investigate complaints.
So, a week after the email has been ignored I ring the UK HQ and raise it all again.
I am transferred to a chap in the ‘appropriate team’. He assures me that they want to improve their service and become the best and that he takes it very seriously. He agrees the initial issue is bad, he agrees they should have responded quicker and processed my refund quicker too. He also agrees that I should be compensated for my spoilt day not just given a refund but, unfortunately, he doesn’t have the authority to do that so he will refer it to the management team. However, he tells me that he cannot share with customers what went wrong that just happens internally. I say if the company did not have such a ridiculous structure and outsourced its people or had them all over the world what could have happened is that someone could pick up a phone, at the time, and ring my delivery man to find out what happened… instead of which I am left two weeks down the line with “…a pocket full of mumbles such are promises.”
I ask his name and location – he is ‘S’ and he is located in Canada!
I tell him that if I do not get a satisfactory response in the next seven days I’ll take legal action.
When I do hear I suspect that they will assure me that they ‘take it very seriously’ and sincerely apologise and that the issue will be rigorously investigated’.
Two days later a phone call… ironically just when we were eating a meal ordered via Just Eat! I asked that they called back in 15 minutes… which they did.
I was told by the chap with an Indian accent, but I’ve no idea of his location, that he was higher management and he proceeded to give me the same platitudes as before.
I said that if they were truly sorry and taking it seriously I felt I was due a full explanation and compensation. He said he couldn’t tell me exactly what happened as it was an internal matter and confidential.
After more to and fro, he said he could authorise a good will gesture of £5.00p but that was as much as they would ever do. I said that this was not a ‘good will gesture’, but a gesture of another sort entirely and that I was no longer interested in talking to them because clearly, they did NOT take such poor service seriously and so I would rather share this with my on-line friends…
I put down the phone.
A day later a meal arrived via Deliveroo… missing the can of drink. I used their app to raise this as an issue to get a response that it would be responded too within 48 hours… I wonder whether they will give me an explanation and a refund immediately or if they ‘take it very seriously’ and will sincerely apologise and rigorously investigate my complaint…
I hope their logo isn’t sticking to fingers up too?
