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Original poster

Deliveroo no refund

30 replies

TurnUpTurnip · 06/11/2021 20:14

Ordered a Morrison’s shop from deliveroo, it said all items were available but when it came 2 was missing and crossed off the receipt I complained to deliveroo first time I’ve ever complained and was told I’m not entitled to a refund even though I was charged for the missing items! Has this happened to anyone else?

OP posts:
Squeezita · 06/11/2021 20:19

No, but that sucks. Have you tried tweeting them? That often shames them into fixing the issue.

melj1213 · 06/11/2021 20:27

When you say the items were "crossed off" could it be that the store has marked the delivery as complete, with all items, and so deliveroo is saying no refund as their system shows that everything was delivered, as they haven't processed the missing items in the system?

Dazedandconfused28 · 06/11/2021 21:04

I've had this multiple times with Deliveroo - just don't accept their first response, they try it on. It always happens to me with Sainsbury's

Original poster
TurnUpTurnip · 06/11/2021 21:29

The receipt was attached to the bag but they’ve put an x next to the two missing items, so I made a complaint through deliveroo but it just basically said I am not entitled to a refund, really terrible never had this issue with uber eats, the items weren’t cheap either.

OP posts:
Eltonsglasses · 06/11/2021 21:32

What is their reason for not refunding?

HunterHearstHelmsley · 06/11/2021 21:33

I've had the absolute opposite experience with Deliveroo. I was missing two items from an order last week, clicked "order help"; "missing items", marked which ones and it immediately asked if I wanted a cash refund or a credit. No questions asked and definitely no time to check with the store.

TMChappyascanbe · 06/11/2021 21:33

This just doesn't make sense.

Are they saying the items were there or are they saying they accept you didn't get them but it's tough shit?

Original poster
TurnUpTurnip · 06/11/2021 21:34

It didn’t say, just said I’m not entitled and would get an email to explain why in 48/72 hours 😕

OP posts:
Covetthee · 06/11/2021 21:35

That is very weird as i find deliveroo really good with stuff like that, unlike uber eats. Did you provide picture of the receipt?

I can’t remember which one but one of them doesn’t allow you to follow up with a refund request, if it is deliveroo i would definitely try to go through social media route.

Original poster
TurnUpTurnip · 06/11/2021 21:36

Morrison’s accepted the order and said all were available, if they are not it will say they aren’t but it said everything was, when it came I noticed 2 items missing and the receipt on the bag had them crossed out so whoever accepted it saying all available obviously made a mistake but payment already gets taken when you pay

OP posts:
Original poster
TurnUpTurnip · 06/11/2021 21:37

Yes I sent a picture of it, I have the opposite Uber eats is always good for me and refunds instantly. This is the first time I’ve complained to deliveroo as I don’t really use them that much

OP posts:
PurpleNebula84 · 06/11/2021 21:37

Weird - I've just had a Deliveroo and the item that was crossed through was automatically refunded.
I've also had it in the past where I haven't had a couple of items and I've been refunded straight away xx

halloweenie13 · 06/11/2021 21:38

I had this with them, earlier this year they delivered the wrong shop entirely and when I raised it with them they were trying to fob me off with a 5 pound gift voucher, I quoted consumer rights act at them and their responsibility to provide a suitable replacement if not then a full refund as the service advertised was not provided. I wouldn't have been so annoyed if I had gotten an equivalent shop but I had ordered a £30 shop during the lockdown period and instead they delivered a pot noodle and some nappies? They refunded me in the end.

Covetthee · 06/11/2021 21:40

Have you tried to do a live chat with them?

Original poster
TurnUpTurnip · 06/11/2021 21:41

Glad it’s not just me, these comments were making me feel odd then that they won’t refund me, wasn’t refunded at all and the full price was taken

OP posts:
toofer · 07/11/2021 05:31

Yes, I have had this multiple times with them. Just Eat don't do this, Uber Eats don't do this, individual supermarket deliveries don't do this. Just Deliveroo.

Deliveroo are thieving bastards. There I've said it.

Had this with both Morrisons and Coop through them. They owe me loads of money. Cannot believe they are allowed to legally steal like this. They need reporting widely - to Trading Standards, MPs, the works.

cowburp · 07/11/2021 05:58

Wait and see want their email says but it sounds odd to me. They are usually super quick at refunding me with credit at the very least.

Original poster
TurnUpTurnip · 07/11/2021 11:01

Oh wow just had a response!! Apparently it was my fault for not checking they were all there 🤦🏻 And that’s why they won’t refund me

OP posts:
toofer · 07/11/2021 12:05

Call them up and speak to a human on the phone. That appears to be the only way to get a response.

Or try complaining to them on their social media pages - who knows, they might respond then?

Or might be worth complaining to the consumer rights section of a newspaper or Trading Standards. I am sure this is completely illegal to charge for items never delivered. In my case, it's over £50 worth Angry

Original poster
TurnUpTurnip · 07/11/2021 12:12

I’m definitely taking it further, such bad service from them. I realised I misread the email and it actually says they remind their partners to check it before handing to the driver, Morrison’s have admitted the may a mistake, it doesn’t even say why they won’t refund me. I couldn’t have checked it before he delivered it as he left it on my door step and drove off!

Deliveroo no refund
OP posts:
Em8725 · 07/11/2021 12:14

I would phone Morrison’s now too, yes deliveroo didn't deliver all the items but they can’t deliver what Morrison’s didn’t have.

Morrison’s will get the full order value from deliveroo, (minus deliveroos cut), so I’d take it up with them now to offer you a voucher. They won’t refund in my experience, but Morrison’s also need to know what’s going on.

It could be that the staff aren’t taking items offline when they run out, or it could be a deliveroo problem where they have to speak to someone to take an item offline and it wasn’t done in time. Either way I think it’s only fair that Morrison’s get to hear about it and get the chance to make things right

prettybird · 07/11/2021 12:22

Tell Deliveroo that you are going to request a charge back on the card that you used for the transaction - and start the process on the basis that the product wasn't delivered as promised.

That way they'll get nothing for the delivery, rather than merely having to refund the two items that weren't included.

They've already partially admitted that it might not have been in the delivery Confused

NadiaVulvokov · 14/11/2021 13:10

Deliveroo just delivered the wrong order to me and refused to admit it. The order arrived without the side of chips and their customer service was awful.

Pabslondon · 07/12/2021 20:26

Deliveroo… I am at my wits end, items are not showing up when ordered and then not receiving a refund. Today my full grocery shop was cancelled and not delivered and now I’m advised you have no grocery and to top it off, you refund will be 72 hours. I’ve tried to call and speak with them and the agent said he has to follow the process. I said I have no money left to feed the kids… nothing he hung up… I’m crying

pinkminx79 · 07/02/2022 06:21

Deliveroo are usually good but the EXACT same thing just happened to me with a missing item from Morrisons! Missing an item but they circled it and wrote ‘out of stock’ yet still charged me! Still waiting to hear from Deliveroo as to why they cannot refund me