to think Deliveroo are being unreasonable here?

[bootodeliveroo]

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!

And then did you also miss a call from customer services?

@Noterook

Did the driver try and call you whilst he waited?

No call.

Not from the driver, not from anybody at Deliveroo.

When I got the "driver returned order" email from Deliveroo I contacted my hotel reception. They have a WhatsApp number for hotel guests to use so I have it in writing. They say that no one contacted reception or security outside the main door for this delivery.

They are very used to taking deliveries on behalf of guests here.

The OP has said they didn't receive a call, but I'm fairly sure there's an option to call the rider? Am I mistaken?

Upon getting the problem message (which starts the ten-minute clock), I'd have tried to call the rider. If the app has changed since I last used it, I would have called reception and asked for help intervening.

Drivers can't take the alcohol back for a refund.

riders.deliveroo.co.uk/en/delivering-alcohol

It is also their responsibility to make sure that the photo on the ID matches the person they hand the alcohol over to so they shouldn't be handing over to a receptionist.

[quote chesirecat99]@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.[/quote]
But that would be fine.

"returned to store" would mean a refund.

They have told me that no refund is applicable in this situation. That is what I am failing to understand.

Not just for wine. But for my whole order. Am I really at fault to the extent I stand to lose the entire cost of a delivery that I will never see?

Surely Deliveroo are a time based service? Speed required no doubt.

I'd guess the policy is stop people fucking around wasting the drivers time by not being there with appropriate Id.

It's a shame it seems other drivers know the routine and are willing to forgo the idea, but it what it is.

*forgo ID.

But if the terms say that they will make contact via phone and then customer services will, if neither of those things happened then I don't see how they can declare they're denying a refund.

@wedswench

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

Because under 18s can travel without an adult, especially 16+

But if they called security I'm sure she would have been escorted down to show ID. Instead she made zero attempt to call the driver, go to the driver, or call reception/security to go to the driver once she had the email to say he arrived

Do you use deliveroo often? I think you’re a tiny bit in the wrong because they’re pretty militant with checking ID and app codes. There’s been times where the driver has run after me or returned to my address to check the code in my app matches his, even though the delivery address etc is the same

Therefore if I was in your situation, I wouldn’t have thought the delivery would be smooth sailing. The hotel might be okay to accept parcels, but they would not know your deliveroo code or be able to show your ID on your behalf

However it is incredibly unfair that you’re left without your money or your goods - open a chargeback

But equally, you didn't contact reception when you got the email to say he arrived.
Instead you ignored him,he waited 10 minutes then he left. You are totally at fault and made no effort at all to get the delívery delivered

The messages I received- you can see for yourselves.
The driver waited 6 minutes.
No actual call.
No actual call from HQ.
Even if I wasn't in quarantine. If I was on the phone... in the bathroom?
6 minutes.
And this is quite clearly a hotel, not a house.

Reception can check and vouch for me.

No, they can’t. Seems like a loophole for staff to be accepting age restricted items on your behalf with a photocopy of your passport. That would be easy to forge

The driver didn't enter the hotel

Isn’t it “leave outside” delivery at the moment though? It’s been like that since the pandemic began, deliveroo drivers don’t enter buildings atm. Some might, but if a driver refuses he won’t get in trouble due to the pandemic

I think you’re misunderstanding something here OP. This isn’t a supermarket delivery handled by the supermarket. Deliveroo is usually used for restaurant orders where it would be a hygiene issue for food that has left the restaurant to be returned. Therefore missed deliveroo orders are disposed of. The driver isn’t told to return to the restaurant, they’re supposed to go on to their next order. Again, it’s not handled by the supermarket so even your non-perishables wouldn’t be returned to the supermarket for them to process a refund for you.

The T&Cs posted earlier doesn’t state that they will specifically call you. It tells you to be alert for all forms of communication.

I get the 10 minute thing but the driver may argue they left due to the ID issue

One more thing - aside from opening a chargeback, try complaining to the retailer directly. They can authorise deliveroo to refund you, or may offer you a goodwill gesture eg vouchers to cover the order cost

@thinkingaboutitall

Reception can check and vouch for me.

No, they can’t. Seems like a loophole for staff to be accepting age restricted items on your behalf with a photocopy of your passport. That would be easy to forge

The driver didn't enter the hotel

Isn’t it “leave outside” delivery at the moment though? It’s been like that since the pandemic began, deliveroo drivers don’t enter buildings atm. Some might, but if a driver refuses he won’t get in trouble due to the pandemic

I think you’re misunderstanding something here OP. This isn’t a supermarket delivery handled by the supermarket. Deliveroo is usually used for restaurant orders where it would be a hygiene issue for food that has left the restaurant to be returned. Therefore missed deliveroo orders are disposed of. The driver isn’t told to return to the restaurant, they’re supposed to go on to their next order. Again, it’s not handled by the supermarket so even your non-perishables wouldn’t be returned to the supermarket for them to process a refund for you.

No, hang on!

I'm in quarantine. I'm paying for quarantine. I'm not on holiday. The hotel is "managing" my quarantine.

I am not permitted to present myself to the outside world for the greater good of the health of the uk population. The hotel is facilitating that, in exchange for a fee. I may not meet a driver under any circumstance. But the hotel may collect deliveries on my behalf.

I am not a prisoner. I have not broken any laws. I am allowed to order goods, I am just not allowed to collect them in person. The hotel are absolutely required to know who are resident in their rooms and that includes taking ID copies.

I was very clear in my order that I am in a quarantine hotel.
I am certainly not the first person to place an order via Deliveroo in a quarantine hotel.
They are a delivery service.
This really can't be the first time they've encountered an age-restricted delivery to a quarantine hotel.
Just trying to get anecdotes of any similar experiences or opinions.
Not trying to annoy anybody!

I'll get back to my incarceration. Pardon me!

Sorry @bootodeliveroo, you have to call the driver or go and meet them when they message you to say they can't find you. You won't get a refund

It's nothing to do with showing ID. It's because you didn't respond when you were contacted to say he couldn't find you. If you had called and told him to take the delivery to the reception desk, you would have got your delivery but maybe not the wine. Sorry.

@bootodeliveroo Am I right in saying that you either missed or ignored the notification on your phone saying that the driver couldn't find you, and you didn't then take the initiative to call the rider and/or call reception to get them to speak to the rider?

I'm not saying you should have met the rider - quarantine is quarantine - but I am saying you had a responsibility to make contact with the rider verbally and should have persuaded him to at least leave your shop minus the confiscated bottle of wine.

If you made no attempt to contact the rider whilst he was waiting at the hotel, you won't get anything back.

First time ever using Deliveroo.

No, in so far as I can see- no option to contact driver, using Deliveroo via browser, email notifications sent to my phone.

I did contact reception. Reception said no driver in the area. Afterwards, I got this confirmed in writing from reception (once I got notification that order was "returned").

This is completely different and has nothing to do with ID...?

You received a notification in the app - that means it was on you to contact the driver. They may have tried to phone and it didn't go through.

Unless someone has actually seen the driver there's no way to find out what actually happened. E.g. if they waited outside the hotel ,security should have told them what to do and just ignored them. Or if they were across the road from the hotel, waiting to be contacted by you but didn't.

It might have been your hotel that messed up but they don't want to tell you..?

@bootodeliveroo

First time ever using Deliveroo.

No, in so far as I can see- no option to contact driver, using Deliveroo via browser, email notifications sent to my phone.

I did contact reception. Reception said no driver in the area. Afterwards, I got this confirmed in writing from reception (once I got notification that order was "returned").

Those screenshots are not an email notification - they're phone notifications from the app. Do you have the app too?

Email notifications would have the heading of your email provider rather than Deliveroo

It's in tracking, next to the map showing where the driver is. There is a button that says "call rider". I don't think you can see it when you don't have an order out for delivery.

Also to add - if you ordered via browser and used the same account you would still received app notifcations as the app will detect that you have an active order regardless of how it was made.

And the app has a contact driver option...