A few weeks ago, my in laws visited for DH birthday and so we ordered from a nearby takeaway through JustEat - 4 adult meals and a kids meal. This came to just under £70.
Order arrived 40mins late and when handed to my DH he noticed that there was only 1 meal in the bag. This was immediately raised with the driver who refused to take it back and advised to deal with it through JustEat.
DH and FIL drove to the takeaway who had a similar response, nothing we can do, take it up with JustEat.
We immediately contacted JE and when we received a response they said that because we'd given the driver our delivery PIN, this was taken as confirmation that the order was correct and so they could not help.
I went back and explained that every delivery driver I have come across asks for the code before the food is handed over as presumably they don't want to give the food to the wrong person, and this is what happened on this occasion, so we had givem the code before any food was handed over. We then had one response then asking for photos and delivery receipt (which showed that the meal delivered wasn't even one we ordered), so thought we were getting somewhere. These were sent and we then received another generic response from a new customer service agent with the same response as the first - we gave the pin so confirmed order was correct.
We have been contacting them regularly since then and seem to be in a loop of new people picking up the message and sending a generic response without accessing all of the previous information provided. We have requested the info to make a formal complaint and they have now stopped replying.
I have just had a Google and found the CEO's email address.
AIBU to email them directly??