To expect Deliveroo not to charge me for missing and damaged items?

[Fumingcustomer]

So I have had a repeat problem with Deliveroo - who I am signed up to for a monthly fee for unlimited free deliveries - delivering orders minus some of the items (sometimes more than half the items) and still charging me for them.

In the past, I have had to report this on their app - which usually says it can't offer me a refund. I then call up and speak to a human being in customer services, which is a faff, but usually I have then got a credit to my account for the missing items (I have learnt not to ask for a refund as that never turns up in my account).

Today, they surpassed themselves by delivering an order missing 6 out of 21 items, and with a further item damaged - and ARE REFUSING TO GIVE ME ANY SORT OF CREDIT OR REFUND! 😡

So in effect, Deliveroo have stolen the cost of these 7 items (£13.30 - it was a Morrisons delivery) and are now refusing to give the money back!!! 😡😡😡

Surely this cannot be legal??!

Looking at Twitter it looks like I'm not alone in this as I seem to be far from the only customer Deliveroo have fleeced in this way - have cancelled my monthly delivery charge, as I've had enough of this, and have raised it with my credit card company as well. Just shocked really that as we head into a recession where companies are going to be struggling for customers, that companies think stealing from loyal customers makes good business sense!! (I have never had this issue with either Uber Eats or Just Eat...)

Interested to hear from other Mumsnetters who have had similar experiences with Deliveroo, or who have any suggestions on how to get my money back!!

That's ridiculous. Still you'll save loads of money now.

It is ridiculous, and yes, hopefully I will save some money.

But absolutely fuming to have had a long chat with a manager apologising for not being able to help me. I was like 'Actually, you're choosing not to help me. You could just not steal from me, but you're choosing to steal from me!' 😡

Recommend avoiding Deliveroo, for what it's worth - given their official policy seems to be to not refund customers in the event of missing items!

With an attitude like that, you expect anything more?

Bizarre - wondering who the 1 person is who thinks companies stealing from customers is just fine?

@Fumingcustomer

And you have checked the terms and conditions you signed up to?

I suspect Deliveroo are acting as an agent and aren't responsible for fulfilling your order.

But, whatever, crack on and call them thieves.

With any luck they might see your post and sue.

Why on earth do you keep using a company you have repeat issues with? 🤷🏻‍♀️🤷🏻‍♀️

@VeniVidiWeeWee why the Deliveroo arse-kissing?

I don’t really understand Deliveroo - you use them for Morrison’s? I use Amazon Prime… if that helps. Probably not.

I had an issue with an order being very late the other night. I spoke to a lovely helpful lady on live chat who managed to cancel my order and refund it straight away, despite it being out for delivery.

If you keep having issues with missing items, why do you keep placing orders? All Deliveroo do is collect the order and bring it to you, they're not in the shop packing it.

Delivery bags should be numbered (ie 1of3, 2of3, 3of3) If not all your bags are arriving then it’s a Deliveroo issue. If all your bags are arriving but items are missing, it’s a Morrison’s issue, and they are the ones to blame.

We've nicknamed them Deliverpoo in our house. Crap service first time we used them (food didn't turn up). Tried once more - missing items. Didn't give them a third chance!

Are you spectacularly stupid?

I genuinely hope you're drunk right now and not permanently this rude and aggressive.

This isn’t Deliveroo’s fault. They are the delivery service. They don’t make or bag food.

In the case of shopping deliveries, I have always checked the bags before accepting them. Why aren’t you doing that?

Deliveroo - like UberEats and JustEat - will put a block on customer accounts that complain and ask for repeat refunds as 99% of the time they’re scammers and chancers.

So there’s a reason you aren’t getting a refund.

Nope. Sober.

I dislike people libelling companies without quoting the terms and conditions they signed up to.

How is this deliveroo’s fault?

Fucking Hell, are you quite well?

We had a deliveroo driver try to deliver to our neighbour. When the neighbour told them where our house was he drove off with our food. Deliveroo said he tried to deliver it so wouldn’t give us a refund. Shit company

I've always had really good service from Deliveroo. They've always refunded missing items and once refunded a full order when it arrived in a terrible state. I think they do look to see.how often you're complaining though, if you have items missing every time it looks suspicious.

Also, unless you think the deliveroo driver is stealing your groceries then it's likely a Morrisons issue isn't it? They fill the bags and seal them, the deliveroo driver just delivers them (clue is in the name). If you ordered something from Next and the parcel came via royal mail but was missing half your order, you'd take it up with Next, not Royal Mail right?

@YellowPlumbob

Absolutely. Do you not understand contract law?

Same issue with Ubereats too, both crap companies that take the retailers side and there is nothing you can do

No, the order I have is with Deliveroo. Of course they are responsible for fulfilling my order! That is literally what their job is - the clue is in the name.

For the record, I also called Morrisons who stated categorically Deliveroo orders are nothing to do with them at all - they have their own delivery service, which they can help with, but it is not their responsibility what a third party delivery service does, or doesn't, do.

As for suing, I have already sent Deliveroo a legal letter this morning and will be taking this to the small claims court if I don't get recompense. This time I lost a relatively small amount but this is far from the only time they've done this and I am far from the only customer they've done this to -and yes, it is absolutely illegal.

As you seem interested in the legalities of this, failing to deliver items ordered online is contrary to Consumer Rights Act and the Consumer Contracts Regulations. I'm more than happy to point this out in court.

You are libelling me currently. I have to repeat others' comments - are you drunk? Bog off.

Please let us know how you get on. I imagine there are hundreds in the same situation.

Well, you clearly don't.

If you imagine that if you place an order online, the company you place an order with has zero responsibility for delivering that order, you must live somewhere other than the UK.

The Wild West, maybe?