Just eat won't refund

[Crapsummer]

I often order from. Just eats weather its a take away or a small grocery shop. I have kids with special needs and stuff going on etc. So it's a massive hassle to go to the shops. Anyway often stuff is missing from the order and I have been charged for it. When I ask for a refund its hit and miss if they will refund even though I did not get the item. I know the answer is stop using them. But it just makes things difficult due to the abuse reasons.

I'm just wondering how can they be allowed to get away with it. Surely there must be someone they have to answer to.and a way to take matters further.

I know it sounds petty but when it happens over and over its not on.

I stopped using Just Eat and went over to Uber, who seem much better.

I've had this before, items bot in the order (asda were the worst), then got a lovely email from justeat saying I'd had too many refunds so they weren't giving me this one (wasn't a small refund either, was 2 sets of mam bottles at 23 quid each). I replied to that email and told them it wasn't good enough and why should I pay 46 quid for a mistake I didn't make, took another email after that saying I would go to the complaints procedure and ombudsman or whatever but they did the refund. Haven't used justeat since then, that scunnered me. Get emailing them and tell them it's not acceptable.

It did make me chuckle when they asked foe a photo... how can I photo 4 missing bottles? 😅

I had a wrong order, sent photos and they said pizzas look different from different places! I replied that no they had my order wrong! They still wouldn't refund it! I escalated it, can't remember how, but I kept going and I eventually got a refund! Haven't used them since!

This happens a lot. Often with mcdonalds

your personal info is in that second screenshot OP, fyi

Thank you. I thought i cropped it. I have reported

You are right, but there's not much to it other than what you've already said - the answer is to stop using them. Uber and Deliveroo are no better.

These companies are all the same - they provide poor service and when you ask them for a refund for a faulty order, they tell you that you can't have one because they already gave you a refund last week (even though that order was also faulty).

They are completely in breach of consumer rights but nothing will change until people start voting with their feet and actually boycotting their services.

I had this problem, I also once had a credit from them when they lied and said that's what I requested and I had actually requested a refund.

My top tip is always pay by Paypal. Any issues you can then raise a PP dispute and they step in. They've never refused my PayPal dispute. I've always won.

I try not to use them now as one of their drivers stole our food.

We did get a refund, but it has put me right off.

I try to use Uber or just the restaurant directly now.

I have put a review on trust pot. And told everyone to contact training standards/ombudsman whivhafe experienced the same problem

Was just going to say that I pay via PayPal and have claimed back through PayPal when this happened to me, but see a pp has beat me too it! But just to reiterate, that's the best way to get a refund. I also stopped using just eat and moved to uber because they were so shoddy about refunds.

Uber eats seem to be better at refunds. We live quite far away from the local town so delivery fees are expensive and if an item is missing we can't easily/quickly get it replaced. Just eat were awful with it, whole dishes missing or completely wrong.

My other argument with them was they tried to refund it as justeat credit, I quickly replied to that email and said I wouldn't accept that as I wouldn't be using their service again after that. Stay firm @Crapsummer ! You can do it!

I think they're worse now for refunds. They ´investigate' for small sums, then you find you have a credit of £1.20, that being just one example.

I always use PayPal, like pps, just in case.

I might try Uber if that's better.

After I told them I was going to leave a review on trust bot advising people to contact trading standards. They suddenly manage to credit my just eats account. I have replied telling them credit is not good enough. That I should not be forced to use just eat to use the credit. And that I should be refunded in the same way that I paid. And that im still contacting trading standards.

Good for you, don't accept the justeat credit if you aren't going to use them again. I know ow there will be folk who do take the mickey with the refund policy, but its frustrating when in situations like this when it does actually go wrong/missing that you've got to basically jump through hoops to get your money back. I genuinely feel sorry for the customer service reps at justeat, they are just following policy like they have to, but I bet they get some abuse.

They said something about they can only of credit as that's what's set up on my account. I told them they have my card details and they can easy do a refund. And I just repeated about trading standards . They're BS is boring me now so I'm just going to do it.

They tried the same nonsense with me about only issuing justeat credit, I emailed back saying "As per my previous email, thats not acceptable as I will not be using your service in the future, I've already deleted the app. Kindly start the refund process to my bank account, as you did 3 weeks ago when the McDonald's I ordered didn't arrive. With thanks." ... the replied confirming and the refund was in my bank about 4 days later by time bank cleared it etc. So they absolutely can refund your card, they've done it to me twice and a work colleague also had the same thing.

Yeah I have had refunds into my bank as well. I'm going to look over all my old emails that have refused refunds.

They had a cheek to send me a how did we do message

I had the same problem. They mixed up our orders and we got a fizzy drink and some fries instead of our meal for four. Would not refund, would not replace, only offered a credit note. I use Uber eats now as they seem to refund with no issues.

I’m surprised so many people are suggesting that Uber Eats’ customer service is any better as in my experience it really isn’t.

A couple of years ago we ordered a pizza delivery through Uber Eats and received a meat pizza instead of the vegetarian one we’d ordered - and the whole household is vegetarian so we really couldn’t eat it. We phoned the restaurant who said take it up with Uber; we messaged Uber and they said that the restaurant has the right to substitute menu items if they can’t provide what the customer has ordered and if we are vegetarian, we should have phoned the restaurant in advance of ordering to tell them this. Yes really.

My DH had paid via PayPal so opened a case there and was refunded. But ever since, he has received weekly emails from Uber Eats reminding him that there is a debit on his account - ie the cost of the order that was refunded - and that if he ever wants to order from them again, he will have to clear the ‘debt’ first. So they’ve effectively blocked us from ordering from them in future for having the audacity to complain ….

Yes I have used uber eats as well they mess up as well. I do wounder if they are actually the same company.

I remember a long time ago when take away places messed up they would always send a replacement/correct their mistake. I don't think anyone cares about keeping regular customers anymore

IIRC they introduced a new algo around refunds for those that persistently claim refunds on the request of the delivery drivers and restaurants/shops.

They now have a massive market share and ultimately it is down the the shop owner and they are now putting the weight onto them for exposure and listings.

Uber/et al are going the same way now the business model is maturing, a lot of the losses that has been highlighted is around refunds, so they are tackling it from both sides, those that take the piss with regards to refunds and dodgy restaurants (not implying you are taking the piss), but it is going through a maturity stage and tightening up policies on both sides, uber/deliveroo are just about to start this as well

I refuse to use Just Eat after not receiving my £50 order. JustEat refunded a whopping £10 - in credit vouchers. I spent weeks arguing with them. Never did get my money back.

Deliveroo has an automated checkbox thing for reporting missing items. Very easy and never had issues with refunds.

With Uber I’ve had mixed experiences so I try to avoid if possible.

Just eat are very responsive on twitter in my experience.