Deliveroo only delivered half of our order and refuse to refund.

[Hahahahohoho]

The delivery driver refused to take responsibility - shrugged and drove off. We phoned straight away, they said they'd send the rest out. We shared the order between the group and waited for the rest to be delivered. We received nothing.
Now they want a picture of the food we received as evidence of the food we didn't receive and because we ate the food - they will not refund us for the missing items. Anyone else have this problem with Deliveroo?

Yes, I had the same situation. I just took a picture of my table (with no food on it).
They sent the refund! I don't think anyone checks it, it's automated.

It's definitely being checked by someone or something and they are refusing to pay because I can't take a picture of food that I didn't receive. I'm going to have to report this to Amex - I never thought this would be so hard to resolve - we were all bloody starving too - not even looking for compensation but they owe me £70.

You can ask for the money back from your bank even if it was paid by direct debit, worked for me.

The restaurant are not supposed to say they’ll send it back out because they don’t pay the drivers, so they cannot just send them off.

It’s likely you got someone inexperienced on the phone that didn’t realise they cannot send it out and that’s why you never received it.

I’ve had this before. Ordered groceries and only one third turned up. They kept saying they’d all been delivered and refused to refund. I gave up in the end and won’t use Deliveroo anymore.

I’ve had a nightmare with them too. Ordered food, someone stole the order so restaurant and driver phoned me to say it was cancelled. We ordered food with someone else and then suddenly the food turned up 90 minutes later! We obviously didn’t need or want it then but deliveroo will only give us £6.50 refund, 10%.
I’ve complained SO many times and even tried resolver but just get back a standard “we’ll take onboard your feedback” and a refusal to refund us. Not sure if going through bank would work though as we did get the food, we just didn’t want it by then. Seems so wrong that with a restaurant you could walk out but deliveroo said even if we’d refused the order they’d still have charged us.

you could photograph the empty containers, and annotate the photo with what dish was supplied in it, and list the items in the order that aren't there. they just need an evidence trail.

deliveroo drivers around our way regularly do two drop-offs per trip. I see them on the map stopping off at another house before ours somewhere along the way between the takeaway and here. some other household got an extra bag.

I buy my team lunch once a week which is a pretty sizeable order. We’ve had to stop using Deliveroo as every single week there were issues with things not being delivered and they started refusing to refund me for missing items.

Happened to me too but thankfully I'd used PayPal. Opened a dispute, they didn't respond & I got a full refund.

Lesson learned. If I'm using them again it'll be PayPal

Yes, if you were regularly complaining and wanting a refund they will put a block on your account as it’s unlikely you’re going to have a problem with every order.

Happens most of the time where I live. There was a local FB group set up about it 🤣 we won't use deliveroo for this reason.

Take a picture of the empty boxes and wrappers. They can tell from that what was ordered.

What I find annoying is at busy times when you order it may say the wait time is 30-40 minutes, but this then slips because they can't find a driver so you get the food an hour later and it's cold. You are better off getting the food yourself.

Managed to get a refund after digging through the bin to take a pic of the containers we received, what an unpleasant carry on. lesson learned I think.

They did this with me, wouldn’t refund me on the app, I called them in the end and they refunded no issues.