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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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:
CastawayQueen · 17/07/2021 20:00

Also this makes me angry because a lot of people have been ordering out of necessity. Such as yourself.

They have deprived you of essentials that you have no other way of getting.

CastawayQueen · 17/07/2021 20:01

Also - leave the driver a bad review.

Lockheart · 17/07/2021 20:02

@CastawayQueen

Also this makes me angry because a lot of people have been ordering out of necessity. Such as yourself.

They have deprived you of essentials that you have no other way of getting.

No, they haven't, OP can make another order without restricted items which can be left with reception.

OP should be refunded, but deliveroo are not depriving anyone of anything.

Lockheart · 17/07/2021 20:02

@CastawayQueen

Also - leave the driver a bad review.
Really? Leave a minimum wage gig economy worker a poor review for following the law?
CastawayQueen · 17/07/2021 20:03

@Lockheart they can see which one’s wine. It’s very clear. Unless there’s a magic bottle of wine which is very small such that you can’t tell which package it is in.

Lockheart · 17/07/2021 20:05

[quote CastawayQueen]@Lockheart they can see which one’s wine. It’s very clear. Unless there’s a magic bottle of wine which is very small such that you can’t tell which package it is in.[/quote]
It's not their job to go fishing through people's deliveries digging out restricted items. And you're assuming they have an itemised list, which as I've said repeatedly they don't necessarily.

Sure, maybe a bottle of wine is obvious. What about a small pack of cigarettes hiding at the bottom?

CastawayQueen · 17/07/2021 20:05

@Lockheart it’s the law to not deliver specific items. Not take away the whole shop.

Also delivery drivers can see what’s in the order. The only difference is that they cannot take the order back to the supermarket.

And being a minimum wage gig economy worker doesn’t mean that you’re exempt from doing your job properly. I have also been a delivery driver and I would never dream of doing this.

Lockheart · 17/07/2021 20:07

[quote CastawayQueen]@Lockheart it’s the law to not deliver specific items. Not take away the whole shop.

Also delivery drivers can see what’s in the order. The only difference is that they cannot take the order back to the supermarket.

And being a minimum wage gig economy worker doesn’t mean that you’re exempt from doing your job properly. I have also been a delivery driver and I would never dream of doing this.[/quote]
No, they can't necessarily see what's in the order, it depends what they're given by the shop.

All they know is it's an order which needs ID. They don't always know why.

It's better to be safe and take away the whole shop so they don't get slammed with a fine running into thousands of pounds for supplying alcohol to a minor.

mygood · 17/07/2021 20:09

if they are delivering something that requires ID they have no idea what those items are. They cant root through the shopping to determine what needs ID.
OP what did you do when you were notified that the driver was there to deliver?

FawnFrenchieMum · 17/07/2021 20:11

@Lockheart are you the driver who did this?! Your very invested in the post?!

Original poster
bootodeliveroo · 17/07/2021 20:13

Just to be clear.
It is not my intention to bash the driver. I don'y know why they didn't enter the hotel.
The lovely and friendly hotel staff assure me that other guests here have had Deliveroo deliver orders (including alcohol) without issue. One of the staff here said that they are a driver for the same company for two nights a week.
I assumed the driver, at some stage, return to their HQ and leave undelivered orders (of non-perishables) for a refund. Presumably Deliveroo have a relationship with their supermarket partners? I'd be cross to be funding the profits of big organisation. Less cross probably if the driver just nicked it!

OP posts:
Lockheart · 17/07/2021 20:15

[quote FawnFrenchieMum]@Lockheart are you the driver who did this?! Your very invested in the post?![/quote]
You're absolutely right, that's the only possible reason I could be posting.

Lockheart · 17/07/2021 20:16

OP you're absolutely entitled to a refund for the order, I'd certainly get on social media.

Huckleberries73 · 17/07/2021 20:17

This reply has been withdrawn

This has been withdrawn by MNHQ at the poster's request.

ThePants999 · 17/07/2021 20:19

I wouldn't accept this. Letter before action, then small claims court.

Cottonheadedninymuggins · 17/07/2021 20:20

You definitely should have a refund at the absolute least. If you couldn't show your ID then they should have left everything else and refunded the wine.

Tell them they're breaching UK guidelines for the quarantine hotels and ask what they'd do if their driver got covid and potentially died all because they tried to enforce the unenforcable!

CEO email: William Shu - [email protected]

Iratus · 17/07/2021 20:21

Hopefully you paid with a credit card and you can claim the money back through them.

Original poster
bootodeliveroo · 17/07/2021 20:22

@Huckleberries73

Deliveroo delivered wine to me in a quarantine hotel in London in March. So they are talking nonsense with this!
How did you mange that Huckle? They are ADAMANT that I should have presented in person and therefore they are entitled to withhold both my payment and my entire order.
OP posts:
chesirecat99 · 17/07/2021 20:22

This might be out of date advice but we had this problem during lockdown before they introduced the ID for everyone rule and it was just Think 25. A driver refused to accept my out for date passport even though I am quite clearly many decades over 25.

The driver took an entire grocery shop because there was 1 bottle of wine in it. Deliveroo told me that he should have used his discretion but their policy is he should have only taken the age restricted items and left everything else. They also said that the driver has to return any "confiscated" items to the shop. They refunded everything.

I can see why they might refuse to refund the wine now they have changed their policy to ID for everyone but not everything else. Did you book a contact free delivery at checkout?

BritWifeInUSA · 17/07/2021 20:26

What do the terms and conditions say about alcohol deliveries? If it says that the adult has to be physically seen with the ID then they were right to refuse yo leave it at the reception desk. Could have left the other items, however. A friend of mine is a shopper for Instacart over here in the US. I don’t know what Deliveroo is but it sounds similar (someone goes to the store and buys the groceries on your behalf and then delivers the shopping to you). She told me they are told they absolutely cannot leave alcohol with anyone who is not named on the order and they also have to show ID to show they are over 21 (the minimum age for booze here). But if the order contains other groceries they can leave those and they refund for the alcohol they couldn’t deliver and that gets returned to the store.

chesirecat99 · 17/07/2021 20:29

Did you actually call Deliveroo customer services? The online help is automated and fobs you off.

Did the driver call you? Did you call him when you got the message about meeting him outside?

Itsraimy · 17/07/2021 20:29

Don’t think you’re being unreasonable but I have a question about red country quarantine if you don’t mind @bootodeliveroo what happens if you smoke? Are you allowed to leave your room to smoke? My partner’s cousin is a heavy smoker and was asking me given they will need to quarantine at Heathrow. Thanks, if you know would appreciate the info!

Scrowy · 17/07/2021 20:32

I live somewhere so rural where I can't even get a pizza delivered, I would be grateful if someone could explain to me how a deliveroo supermarket delivery is different to a normal supermarket delivery?

Who picks and packs it?

Original poster
bootodeliveroo · 17/07/2021 20:33

I have just sent another email asking precisely why they could not leave the other goods and precisely why they cannot refund me on the wine, which is non-perishable and can absolutely be refunded by the supermarket.

I suspect I will get another reply stating that "we are unable to issue a refund in this instance but we will however take your feedback on board and work on improving the experience next time."

Next time??? I think not!

OP posts:
maddening · 17/07/2021 20:35

Did you pay on PayPal? Can you raise a dispute?

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