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!

This is outrageous op!!

@messybun101

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 ^

Deliveroo can tell whether the driver called or not… they can’t just not do anything

It took me 7 emails.
Each one longer than the previous, eventually sent a screenshot of the hotels WhatsApp from that evening to say that none of the outside security had encountered any driver asking for my room number.

They have folded and processed a refund but I really had to keep at it.
I'm not impressed with their customer service and 6 emails of "we are unable to refund you on this occasion".
But we got there in the end.

Thank you all for the advice.

Well done OP! I completely second that Deliveroo customer service is AWFUL!! In this case their behaviour was outrageous!

Glad you got it sorted. My dh was working security in one of the hotels and I can confirm many guests got alcohol delivered. So deliveroo were at it.

Hopefully you manage to get another delivery.

You need to really kick off. When we've had issues it has either refunded or replaced.

@user1471538283

You need to really kick off. When we've had issues it has either refunded or replaced.

About what? OP has had a refund and posted about it yesterday.