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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:
CastawayQueen · 17/07/2021 23:15

@chesirecat99

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.
Yes and also when you click on the notifiation it will tkae you straight to the call rider page.

IMO there's been a misunderstanding. You made your order via browser and thought that all further communication etc would take place there.

However it has actually been through app notifications on your phone which you missed...

sodthefootball · 17/07/2021 23:18

I think the issue is that you can only call the driver through the app (which makes sense, as not everyone can make phone calls on their laptop, but they can do on their phone, and you're supposed to monitor your phone around the delivery time anyway). I'm not 100% sure on this as I've never tried to find a call driver option using a browser - I've always opened up the app.

It looks like the OP has ordered via a laptop (or phone browser, I suppose) but also happens to have the Deliveroo app installed on their phone too. Those alerts are in-app notifications not email notifications (although the OP would have had e-mails too).

chesirecat99 · 17/07/2021 23:19

Here:

to think Deliveroo are being unreasonable here?
CastawayQueen · 17/07/2021 23:21

@sodthefootball

I think the issue is that you can only call the driver through the app (which makes sense, as not everyone can make phone calls on their laptop, but they can do on their phone, and you're supposed to monitor your phone around the delivery time anyway). I'm not 100% sure on this as I've never tried to find a call driver option using a browser - I've always opened up the app.

It looks like the OP has ordered via a laptop (or phone browser, I suppose) but also happens to have the Deliveroo app installed on their phone too. Those alerts are in-app notifications not email notifications (although the OP would have had e-mails too).

That is actually a huge design flaw IMO if you can't contact them via browser. What if people don't have the app.?
Jaxhog · 17/07/2021 23:22

I think you've been conned by the delivery person. If they didn't call you or present themselves to reception, how do you even know they were there? If you paid by credit card, cancel it for non-delivery of goods.

chesirecat99 · 17/07/2021 23:23

I use Deliveroo on my computer all the time, sodthefootball. The call rider button is next to the map, it just opens a pop up with the number instead.

sodthefootball · 17/07/2021 23:26

@chesirecat99

I use Deliveroo on my computer all the time, sodthefootball. The call rider button is next to the map, it just opens a pop up with the number instead.
Ah, OK, thanks for confirming. Even if I order using my computer, I always track the delivery on my phone... mainly because I'm always on standby for a call from a lost driver!

It sounds like the OP didn't attempt to contact the rider, only customer support (and too late). They really don't hang about.

CastawayQueen · 17/07/2021 23:27

@chesirecat99

I use Deliveroo on my computer all the time, sodthefootball. The call rider button is next to the map, it just opens a pop up with the number instead.
Thanks for confirming!
churchroad · 17/07/2021 23:27

That’s a standard reply. I’ve had it before for missing dishes. I contacted them again and said how cross I was and what was missing and they credited me. Have another go.

safariboot · 17/07/2021 23:27

Complete bullshit from Deliveroo. They claim they can keep your money and your goods but that cannot be remotely an acceptable contract term. If they won't budge, start the chargeback process through your bank.

CastawayQueen · 17/07/2021 23:28

OP this is your first time using Deliveroo... chalk it up to experience
For delivery services in general it's always important to contact the rider ASAP

chesirecat99 · 17/07/2021 23:28

They can check the location of the rider and how long they waited, Jaxhog. I have had a driver get lost, give up and report that they had waited for me and I didn't respond. Deliveroo could see that they were in a different location when they made the report.

soooooooG · 17/07/2021 23:28

Why couldn't reception send the driver up to your room and you show ID through the peep hole?

chesirecat99 · 18/07/2021 00:02

I'm really sorry that you have lost what is probably quite a bit of money @bootodeliveroo.

What did your delivery instructions say exactly? You said that you told them that you were in quarantine and couldn't leave your room? You could try arguing that the Supply of Goods and Services Act 1982 states that you should expect the 'services' to be carried out with reasonable care and skill. If the rider was specifically told that you cannot leave the room and/or you asked for it to be left with reception, you gave the name of the hotel in the address, and the entrance is obvious (you could get an image from Google maps), you might have a case if he didn't follow clear instructions. Statutory rights trump their contractual clauses.

Do call them on the number I posted before rather than emailing. They are much more helpful. The emails tend to be formulaic or automated responses.

sbhydrogen · 18/07/2021 00:16

The online help is automated and fobs you off.
Can confirm that their customer service is not automated.

HalzTangz · 18/07/2021 00:32

So why not call reception to say your delivery guy was outside then? Or did you expect him to go running round speaking to people to find out why you hadn't responded to the notification he arrived

wedswench · 18/07/2021 07:06

But you only have to quarantine if you're over 18

Theunamedcat · 18/07/2021 08:37

@HalzTangz

So why not call reception to say your delivery guy was outside then? Or did you expect him to go running round speaking to people to find out why you hadn't responded to the notification he arrived
Reception said he delivers there all the time he goes into Reception to drop it off suddenly waiting outside seems off
Theunamedcat · 18/07/2021 08:39

@soooooooG

Why couldn't reception send the driver up to your room and you show ID through the peep hole?
He didn't go to reception he waited outside

There is a security guard stopping people going onto and off the floor they are isolating

occa · 18/07/2021 19:50

@soooooooG

Why couldn't reception send the driver up to your room and you show ID through the peep hole?
Ummm- you know peepholes don't work that way round, right? Grin
Chloemol · 18/07/2021 20:02

If you paid by card get the Bank to do a chargeback

messybun101 · 18/07/2021 22:33

I have a question about the process I'm struggling to understand

I accept it's the shop who does the trolley dash then deliveroo collect the order and make the drop, but I can't understand them making the return. Making a return would take time away from the next delivery so whilst they would still get to keep the 'delivery fee' if the order wasn't successful, where's the motivation for them to do this?

Also, say you'd ordered a food delivery - McDonald's for example - and you couldn't come to the door because of quarantine and the driver just text you asking to come down and left ten mins later. If they just hung around at the door and didn't try to enter would they take the order back to McDonald's? Because McDonald's wouldn't take the food back for hygiene

It honestly sounds like the driver has taken the opportunity and just kept the order and used the excuse of the alcohol

messybun101 · 18/07/2021 22:48

It honestly sounds like the driver has taken the opportunity and just kept the order and used the excuse of the alcohol

Ignore this part of my post. I've read pp's responses now and I don't think he's kept the order on purpose. I think his t&c's are to keep the goods. But, I think it's happened out of laziness from the driver for not reading delivery instructions but also op for not opening the app (can clearly see by the way the notifications are laid out) and responding whilst the driver was at the hotel door

Still wondering about the food delivery example in previous reply ^

TheOrangeSharked · 18/07/2021 23:09

This seems really open to abuse from drivers

He didn't follow your instructions. He didn't make any attempt to call you. He waited 6 minutes, having not followed instructions and not in the location you asked. Then seems to keep the goods and you don't get a refund?

Seems really shitty tbh, I know its partly on you but its crap service from the company. I stopped using deliveroo a while ago after similar incident where a driver refused to follow my instructions (although they did call and still couldn't follow my instructions!)

These companies are so hard to deal with, when something goes wrong its impossible to sort and for that reason I prefer to stick with local companies who give better service and can 3asily sort out problems

TheOrangeSharked · 18/07/2021 23:12

What's to stop the driver waiting round the corner hoping OP doesn't call?

There's no incentive for the driver to make any effort to deliver the goods. He knew OP was in quarantine and so couldnt come and look for him, and knew it was a supermarket delivery requiring ID therefore is 100% alcohol, at least something useful to them

When the driver didn't find me they called. This sounds really suspect tbh from the driver