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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

to think Deliveroo are being unreasonable here?

132 replies

bootodeliveroo · 17/07/2021 19:25

I am undergoing mandatory hotel quarantine (not the point of the thread-I'm all in so that it keeps the UK safe).

I really wanted a treat and so ordered a supermarket delivery via Deliveroo. A part of this order included wine, but also anti-bac wipes to keep the room clean as well as other completely non-perishable items.

I clearly specified on my order that I was in quarantine, I am not allowed to leave the room. Reception have a copy of my ID/passport on check-in and deliveries are left at reception.

I got a message to say the driver has arrived and that I should go show my ID due to the wine. I couldn't do that.

Driver left.

Delievroo now say they cannot refund me. Nor can they say where my goods are. Apparently they are not mine anymore. I cannot get a refund and I am entitled to nothing. The driver did not only take the wine away, he/she took everything I ordered away, and I am entitled to nothing-nothing at all.

So- is Deliveroo being very very mean here? Or do I deserve everything I get because I have the audacity to enter from a red list country and should just suck it up!

OP posts:

HerRoyalNotness · 17/07/2021 19:28

That’s really weird. If non delivery they should refund the cost of goods. Did they say why they couldn’t check with reception for ID/accepting the goods?

Lockheart · 17/07/2021 19:30

@HerRoyalNotness

That’s really weird. If non delivery they should refund the cost of goods. Did they say why they couldn’t check with reception for ID/accepting the goods?

Presumably because the delivery isn't for reception, and they have no idea if an underage person has ordered wine to the room using their mothers ID left at reception, for example.

They need to see you with your ID, not a receptionist with your ID.

However, they should be refunding you.

Original poster

bootodeliveroo · 17/07/2021 19:32

They claim it is my fault because I should have made myself available to show my ID.
The driver waited 10 minutes, they say.
And that entitles them to keep my entire order.

OP posts:

Whiskycav · 17/07/2021 19:32

I get why they didn't leave the wine. Because you couldn't be present with your Id. But not why they can't refund you.

theotherfossilsister · 17/07/2021 19:32

This is so weird and annoying for you. How rubbish.

There's a reddit forum where you can ask a Deliveroo driver anything. Maybe ask on there?

It's really shitty though.

theotherfossilsister · 17/07/2021 19:35

@bootodeliveroo

They claim it is my fault because I should have made myself available to show my ID. The driver waited 10 minutes, they say. And that entitles them to keep my entire order.

Can you escalate?

Also social media... etc

If this is policy and they leave you high and dry, no cash, no food, I personally will stop using them. I hate companies treating people like shit. Staff or customers.

Mil was almost hit by one of their bikes on the pavement too which is off-putting for me.

Whiskycav · 17/07/2021 19:36

@bootodeliveroo

They claim it is my fault because I should have made myself available to show my ID. The driver waited 10 minutes, they say. And that entitles them to keep my entire order.

Even if you put that you are in quarantine, you ordered the wine knowing you couldn't go to reception.

I suppose if you don't accept delivery of something, they won't refund.

So if I ordered a pizza and don't answer the door, I wouldn't get a refund.

They could take the items back to the store in this case. But I guess its a blanket rule?

Moonwhite · 17/07/2021 19:36

I can see why they couldn't leave the wine without physically seeing who it was going to, but taking your whole order away seems spiteful.

Original poster

bootodeliveroo · 17/07/2021 19:43

This is the response to my query as to where my goods are and if they returned them to the supermarket (for a refund for them-I paid Deliveroo of course) or stored them:

I am very sorry that you were dissatisfied with the order. We are unable to offer anything further in this instance. We will however take your feedback on board and work on improving the experience next time.

OP posts:

danni0509 · 17/07/2021 19:44

Get on Twitter op. That’s awful.

30degreesandmeltinghere · 17/07/2021 19:45

So a driver is eating and drinking well tonight then?

Lockheart · 17/07/2021 19:46

@Moonwhite

I can see why they couldn't leave the wine without physically seeing who it was going to, but taking your whole order away seems spiteful.

If the person who ordered it isn't there to take delivery of it and told the driver that they couldn't take delivery of it (as the OP said the driver messaged and she said she couldn't come down) then I can understand why they'd take it back. The wine will have complicated things. Deliveroo drivers aren't supermarket drivers, they don't necessarily get an itemised receipt, nor do they have well-organised boxes with the goods organised into categories. It's not within their remit to start fishing through bags looking for restricted items (and imagine if it was a minor ordering and they missed one?).

occa · 17/07/2021 19:47

That's ridiculous! I kind of get the wine thing (although it probably wouldn't have occurred to me) but why on earth didn't they just leave everything else?

I'd definitely escalate to SM.

sodthefootball · 17/07/2021 19:48

I got a message to say the driver has arrived and that I should go show my ID due to the wine. I couldn't do that.

Did you actually respond to the driver? You can call them.

In this situation, I'd have expected the driver to pocket the wine, but to leave the rest.

Lockheart · 17/07/2021 19:49

@occa

That's ridiculous! I kind of get the wine thing (although it probably wouldn't have occurred to me) but why on earth didn't they just leave everything else?

I'd definitely escalate to SM.

See my post above. Deliveroo drivers aren't supermarket drivers, they get given bags of items and an address. They'll only know for sure if it's a delivery that needs ID, they won't necessarily know what for (e.g. alcohol) or how many (i.e is there one bottle of wine or three?).

warmfluffytowels · 17/07/2021 19:50

They can't leave the wine as they have no idea how old you are. You leaving your ID at reception proves nothing.

But they should have left the rest of your order and given you a refund on the wine.

sodthefootball · 17/07/2021 19:52

@warmfluffytowels

They can't leave the wine as they have no idea how old you are. You leaving your ID at reception proves nothing.

But they should have left the rest of your order and given you a refund on the wine.

I think they should have left the rest of the order, but no wine and no refund.

It's not like a supermarket delivery driver - they don't go back to the same place and they can't easily return it. If the OP ordered wine, they were taking a chance.

livingoffcoffee · 17/07/2021 19:53

That is absurd, but Deliveroo customer service sucks.

They once delivered a pizza I ordered to the wrong address and apparently because some random house took the order it was "delivered" and my fault?

Original poster

bootodeliveroo · 17/07/2021 19:54

You know, I can accept that some fault here lies with me. On ordering, it is clear that proof of age is required. I accept that. I support that. We should support the responsibility of company in checking that age-appropriate substances go to the correct end-user and not just drop-and-run.
But...I'm in quarantine. I've given my room number. Reception can check and vouch for me. The driver didn't enter the hotel. I was a sent a message to please go outside and meet the driver. I couldn't!!!

I've read so many experiences of uk quarantine online in which the hotel "guests" have alcohol delivered. How did they do it??

Urrgghhh...if only they'd left the bulk of the order, I wouldn't be so disappointed in them. I'd understand. it just feels like "they" saw an opportunity and I feel let down.

OP posts:

TheSunShinesBrighter · 17/07/2021 19:56

Why didn’t they leave the rest of the order?
The wine I understand but they have effectively stolen everything else.

CoffeeRunner · 17/07/2021 19:58

You can claim the money back through your bank or credit card provider as "goods not received".

Of course that doesn't help you tonight or offer an explanation of why they didn't just leave the order minus alcohol at Reception.....

Lockheart · 17/07/2021 19:58

@TheSunShinesBrighter

Why didn’t they leave the rest of the order? The wine I understand but they have effectively stolen everything else.

Please see my posts.

I agree the OP should be refunded, but I can understand why they couldn't leave the rest of the order.

CastawayQueen · 17/07/2021 19:58

They should have left the rest of the order.
Deliveroo customer service has become worse and worse.
When they first started s very nice, quick telephone pickup , refunded no questions asked.
Now that they’re haemorrhaging money they brush off everything. Often redirect you to the restaurant when it’s their fault.

OP sI’m sorry the driver did this. He/she should’ve taken only the wine. And left the rest.
Social media storm, if you’ll post link here I’ll share as much as possible.

warmfluffytowels · 17/07/2021 19:59

But...I'm in quarantine. I've given my room number. Reception can check and vouch for me. The driver didn't enter the hotel. I was a sent a message to please go outside and meet the driver. I couldn't!!!

But they don't know to trust someone on reception. They have to ask for ID on delivery by law - they're just doing their job.

I've read so many experiences of uk quarantine online in which the hotel "guests" have alcohol delivered. How did they do it??

Maybe they FaceTimed the driver, had a room on the ground floor, arranged to and collect their delivery at reception somehow (maybe during their set exercise times), or just got lucky and the driver didn't ask for proof of age.

Lockheart · 17/07/2021 20:00

@CastawayQueen

They should have left the rest of the order. Deliveroo customer service has become worse and worse. When they first started s very nice, quick telephone pickup , refunded no questions asked. Now that they’re haemorrhaging money they brush off everything. Often redirect you to the restaurant when it’s their fault.

OP sI’m sorry the driver did this. He/she should’ve taken only the wine. And left the rest.
Social media storm, if you’ll post link here I’ll share as much as possible.

Please see my posts as to why they couldn't leave the order. They're not supermarket drivers, they don't necessarily know what's in the order.

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