Who takes the hit if you complain to Deliveroo?

[HelloAvocado]

Had a tricky interview this morning and thought I'd celebrate it being over by ordering a pizza for lunch from our local restaurant. What the Deliveroo man brought was this-

I think the delivery guy had been carrying it on its side. It wasn't really edible so a waste of money (as well as all the topping having come off and the base folded up, it was somehow wet as well.)

I'd like to complain but I don't want the restaurant to lose out because they presumably made a nice pizza. And I don't really want the delivery guy to lose out because they don't make a lot. What I'd really like is for someone to tell the delivery guy not to carry pizza that way and for Deliveroo plc to pick up the cost, but presumably that won't happen. I should just leave it, yes?

YABU- complain.
YANBU- don't complain as either the restaurant or the delivery man will have to cover it.

Of course you should complain. That’s not edible.

That looks bloody awful. You need to complain to Deliveroo.

Maybe contact the restaurant first? You might get a quicker response. I'm not sure, but I'm assuming it wasn't cheap so that really isn't on.

As a former pizza delivery person i can tell you that's been dropped from height.

Delivery guy should have gone back to the restaurant amd explained and begged them to make another, not carried on as if nothing has happened

Why do you thing deliveroo should pay? They provided their part of the service correctly

Really?

I mean, it did arrive...but it looks like it's been in an accident.
It's not what you'd describe as "restaurant" quality if that's what OP has paid for and is expecting.

It's for the restaurant and deliveroo to argue, but OP should get a refund.

Looks like the delivery person dropped it off their bicycle then cycled over it a few times. I wouldn't hold back on complaining about this and I have put up with some seriously shoddy service in my time!

I don't honestly know who takes the hit but you should complain regardless.

If the restaurant take the hit, they will reconsider their delivery options and maybe use someone else next time if enough people complain.

If deliveroo/ delivery driver take the hit then they deserve it as they should have been more careful/ trained their drivers better.

Oh and remember - you're a customer not a charity! If they want your money they have to provide a decent service, which they haven't.

We’ve had a nightmare ordering pizzas recently. Yesterday we ordered from Pizza Hut through JustEat, our pizza was half hanging out the box and our cheese bites had all fallen out into the drivers bag. I said to him is there not a better way to carry it and he just struggled and walked off. Then last week we ordered from a local pizza place through Deliveroo and the driver handed the box to us UPSIDE DOWN!! I flipped it back over but the damage was already done.

Unfortunately you have to complain to get your money back or a new one sent but I’d say complain anyway. We got a full refund from pizza hut pretty much instantly as they hadn’t taken the money yet anyway and we called up the local place and they said I’d have to put a complaint in through Deliveroo to get a fresh one sent or a refund so we did but they also sent us some vouchers for money off next time.

Idk who takes the hit but I assume it’s a mix of everyone.

Deliveroo takes a service fee from every sale, that’s why you pay more through them than ordering direct from the restaurant, so it’s up to them to pay when this kind of problem happens.

Whoever takes the hit it shouldn't be you.

Deliveroo are very good at refunds. I had a wagamamas that had leaked all over the bag, and one dish was inedible as it was dry. Answered a few questions on the deliveroo app and got a refund straightaway.

Deliveroo of the business argues back. They will however first try to pin it on the food place.
Make sure your complaint is clear. This is a delivery issue.

It's a bit messy but honestly? I'd happily eat that 🤷🏻‍♀️

It looks like labia pizza.

Nothings gonna happen. Deliveroo will give you your money back, the delivery guy will never hear anything of it and the restaurant will just receive a handful of refund receipts at the end of the week.

It doesn’t matter to anyone and nobody’s going to get in trouble or even be involved in your situation.

Either the restaurant or Deliveroo cover the refund, depending on whether it is the restaurant's fault (eg they forgot to include an item) or the driver's fault (eg spilled food).

help.deliveroo.com/en/articles/3293887-managing-refunds

I believe Deliveroo can withold the delivery fee from the driver if they are at fault.

Deffo say something that dosent look right or nice at all
Why should you keep quiet.

yes, really

Deliveroos job is place your order through with the restaurant and arrange a delivery driver. That happened.

It looks like the food was then made to a decent standard so the restaurant did their job right

The delivery driver then didn't have the gumption to know a pizza should be kept flat! I don't see that anyone execpt the driver is at fault - I know the pays crap but that doesn't mean you can just do an anful job and still expect full pay!