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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:
Original poster
bootodeliveroo · 17/07/2021 20:37

No. I received no call.

Order update status is sent via email.

I received an email to inform me that the driver was waiting for me to show ID.

But I had specified that I was in quarantine, that I could not leave my room, I specified that reception could assist with a passport copy and/or security could come up and collect my ID.

The next email I received was "driver has returned your order".

OP posts:
Noterook · 17/07/2021 20:41

It's essentially theft isn't it, the few times I've used deliveroo there has been an issue and no resolution. If they have issues delivering to hotels that's fair enough, but they should have a confirmation screen as uber eats does about their policy about delivering to schools. If they cannot open the bag to see whether the other contents can be left (they have always had the receipt on the outside of the bag when I've ordered), then surely the whole order should be refunded. Its up to them as a courier company to have something in place with the shops they deliver from. I'd keep emailing and try to escalate it.

Theunamedcat · 17/07/2021 20:43

Its the part where he stayed outside the hotel thats wrong for me he clearly made no real attempt to deliver the items do you have proof he even showed up especially as he usually delivers to the hotel and knows to go to reception

Original poster
bootodeliveroo · 17/07/2021 20:45

@Itsraimy

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!
I don't smoke but I see that the hotel that I am in, in London, has an outdoor area set aside for smokers.

As far as I am aware smokers are allowed to go to the smoking area as many times as they like for 10 minutes at time, so long as a security guard accompanies them from their room and to their room each time.
The smoking area is separate to the exercise area- but we pass it on the way from our room to our outside "playtime" area.

As far as I can see, for this hotel anyway, they are very sympathetic and indeed empathetic to our situation and they are trying their best to make it as nice as it possibly can be, for everybody-no matter their vices.

OP posts:
chesirecat99 · 17/07/2021 20:45

Call them @bootodeliveroo. They are always much more helpful.

020 3699 9977

I suspect that they are going to argue that the driver took the goods because it was a failed delivery, not because of the wine, if you didn't use the "call driver function" to contact him in response to the request to go outside.

Did you give instructions to leave the delivery at reception? TBF, the riders are allowed to request a contact free delivery outside to protect themselves, which I assume is what he did.

Huckleberries73 · 17/07/2021 20:48

This reply has been withdrawn

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

TheRebelle · 17/07/2021 20:50

Couldn’t the hotel receptionist have gone outside and accepted the order for you? They know you’re over 18 so they could’ve shown their ID.

chesirecat99 · 17/07/2021 20:50

You might have some luck if the driver didn't attempt to phone you. They are supposed to call. I think they can check whether he called.

Huckleberries73 · 17/07/2021 20:50

This reply has been withdrawn

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

Dogsanddrums · 17/07/2021 20:53

I have had to do a few Deliveroo complaints and they seem to work in levels. First time you complain they might say they can’t do anything, but if you keep pushing it they eventually offer 10%, take it further, 20%, etc. I would suggest pushing back until you get your money back. Which? also has some good info on your rights with food deliveries.

CastawayQueen · 17/07/2021 21:00

@Scrowy

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?

I think it’s different for different supermarkets. Tesco has some ‘dark surpermarkets’ solely for online orders but otherwise both supermarket/Deliveroo orders are picked and packed in store by dedicated staff.

Deliveroo is essentially the same as paying a mate to go to the store for you and pick up your shopping. Once the shop has left it’s not the supermarket’s responsibility anymore. And can’t be returned as it’s considered ‘sold’. As opposed to a supermarket delivery where the driver can just take it back if delivery is an issue.

Scrowy · 17/07/2021 21:02

Deliveroo is essentially the same as paying a mate to go to the store for you and pick up your shopping. Once the shop has left it’s not the supermarket’s responsibility anymore. And can’t be returned as it’s considered ‘sold’. As opposed to a supermarket delivery where the driver can just take it back if delivery is an issue

So who picks the stuff off the shelves? The delivery driver?

Original poster
bootodeliveroo · 17/07/2021 21:10

@castawayqueen I understand your point and I'm grateful for your comment.

But, Deliveroo are not my "mate" collecting an order on my behalf. They have a relationship with the supermarket. They are the agent of the supermarket. And as such, presumably they have the ability to return non-perishables for a refund.

If not, what happens to the goods?

Does the driver have to hand in? Or does the driver get to keep any non-delivered orders?
Does anybody here know please?

OP posts:
RedRoomAvenger · 17/07/2021 21:18

@bootodeliveroo

No. I received no call.

Order update status is sent via email.

I received an email to inform me that the driver was waiting for me to show ID.

But I had specified that I was in quarantine, that I could not leave my room, I specified that reception could assist with a passport copy and/or security could come up and collect my ID.

The next email I received was "driver has returned your order".

I don't use deliveroo but when you say you told them you are on quarantine was it like Amazon and other companies under special instructions? I've had various drivers from various companies not get that bit of info for whatever reason. I spent a lot of last year shielding so had a lot of deliveries and though the drivers were sometimes just not reading the instructions right but a driver has shown me their own info any my instructions have been missing so I'm wondering if something like this hasn't happened and he's done what many drivers do for normal orders and wait outside hotels and blocks of flats for the person to come and get their order down instead of entering the building. And then when after he's waited a while and nobody came or replied to email he's left thinking it's been a no show rather than wanting to steal the order.

Did you not phone reception once you knew he was outside waiting for you and ask them to have someone stick their head out and speak to him? You might have found that if a member of staff went out and showed him your ID he'd have left the wine or at the least, left the rest of the order.

wedswench · 17/07/2021 21:19

How would someone under 18 be staying in a quarantine hotel without an adult?

CastawayQueen · 17/07/2021 21:21

@Scrowy no, the supermarket staff do it. Just like they do with ‘click and collect’ where you drive to the store and pick up your shopping all bagged up.

@bootodeliveroo they have a third party contract with the supermarket that covers picking up bagged things and sending bagged things to you. When I worked there that was the extent of it.

If there are issues with a restaurant they ask you to call the restaurant. They won’t return any food. Why is it surprising that a supermarket is any different?

CastawayQueen · 17/07/2021 21:23

Also to add - if there’s an issue they should in the interest of customer service resolve it .
But as I said they don’t care anymore when there’s an issue even with restaurants…. so apply same logic to supermarket.

The fact that food can’t be returned and groceries can is irrelevant it’s the same contract and extent of their responsibility as a courier that’s been applied.

This is why I never use Deliveroo for groceries …

Original poster
bootodeliveroo · 17/07/2021 21:30

@CastawayQueen

Also to add - if there’s an issue they should in the interest of customer service resolve it . But as I said they don’t care anymore when there’s an issue even with restaurants…. so apply same logic to supermarket.

The fact that food can’t be returned and groceries can is irrelevant it’s the same contract and extent of their responsibility as a courier that’s been applied.

This is why I never use Deliveroo for groceries …

Isn't that then incentivising the driver to not deliver goods? If they can then get the goods for free?

Surely, in many instances, the cost of the goods exceed the wages (for one delivery) earned?

So, by that rationale, it's in the drivers best interests to not deliver to the customer. They'd be better off just keeping the goods?

There must be a company policy as to return the goods somewhere? Must be?

OP posts:
HalzTangz · 17/07/2021 21:32

Why didn't you just go down with ID and mask on? And stand well back?

RedRoomAvenger · 17/07/2021 21:33

It looks like it's in their policy that if you don't respond to calls or emails when there's an issue with delivery within the ten minute wait time then they don't refund. They ask customers to check their emails and calls when a delivery is due.

I suppose to them the ten minute wait was the chance to sort any mix ups out and because you didn't respond to ask them to send the driver in or use that minutes for a member of staff to go out and they've just followed their policy.

You'd think they make allowances for certain cases though.

to think Deliveroo are being unreasonable here?
HalzTangz · 17/07/2021 21:37

@bootodeliveroo

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.

You are at fault, unless you have symptoms or tested positive you could have gone to reception wearing a mask and maintaining social distancing
RedRoomAvenger · 17/07/2021 21:37

@HalzTangz

Why didn't you just go down with ID and mask on? And stand well back?
Quarantine hotels have guards and you usually can't leave the room for anything other ten mins exorcise outside accompanied by a guard. You can't just go wandering out into the street for deliveries.
Original poster
bootodeliveroo · 17/07/2021 21:39

@HalzTangz

Why didn't you just go down with ID and mask on? And stand well back?
Because I am in government mandated quarantine and am not permitted to leave my hotel room. There are security staff on every floor restricting my movement. That's why.
OP posts:
chesirecat99 · 17/07/2021 21:39

@bootodeliveroo their policy was that age restricted goods had to be returned to store if the person doesn't have ID when I had this issue. The driver can't keep them. I would assume it hasn't changed.

I forgot to say in my earlier post, they also told me that the driver has to report it using their handheld device as having refused the delivery because the person didn't have ID.

I don't think that is what happened here though. He has reported it as a failed delivery because either you or he requested a contact free delivery outside and no one collected it. He should have called you before he left but you should also have called him once you knew he was waiting.

Noterook · 17/07/2021 21:43

Did the driver try and call you whilst he waited?

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