AIBU to expect a refund from Just Eat for wrong order

[UhOhRatPoo]

I’m totally bamboozled by Just Eat.

I signed up last night for the first time. Ordered a cheeseburger and a chicken burger.

The shop sent two chicken burgers. The cheeseburger orderer is a fussy child who would not eat the chicken one, so I made a fresh order and applied for a refund for the wrong item.

Just Eat are saying that they cannot refund this. “based on the information provided”. I sent them a photo of the incorrect item, which conveniently came in a wrapper where the shop had circled what was in it. Chicken burger was clearly circled.

This has been reviewed by someone else who is “confident that the correct decision was made”.

Have I missed something in their Ts and Cs that says they can send completely the wrong thing and that’s just tough shit?

My husband uses Deliveroo and they are really good with refunding mistakes easily and quickly.

Well, I guess this wasn’t a very exciting topic. I’ll nonetheless update. After about 4 emails, JE changed tack and said that they were not refunding me because my account showed a pattern of repeated refund requests. Bear in mind it was a brand new account with only two orders on it, and one single refund request.

I pointed this out and it was finally escalated to a Supervisor (or SupervisorBot) which bizarrely credited me the very specific sum of £5.19 -against a burger that cost £6.49. The Supervisor did, to be fair, also acknowledge that being falsely accused of fraud was “confusing and upsetting”. Yup.

My precious £5.19 is in JE credit so in 2 minds if I will ever spend it. Maybe worth a spin of the wheel just to see what random food turns up next time.

I never use delivery apps - do not trust them, plus there is always a mark-up (round here anyway) compared to what you'd pay ordering directly. Glad you got a result (of sorts). I would just order direct from the takeaway in future.

How was it that difficult? I’ve only had to do it once, but I clicked on something like “report an issue” then “missing item” then it showed the order so I could click on the missing item and then an automatic refund was issued.

Maybe yours was difficult as it was a brand new account and they thought you were making new accounts to get free food?

I had a similar experience with Just Eat last weekend.
I got a partial refund in the end.

But previously as @Merrybandofpirates says, Just Eat customer service was great and would refund errors quickly and efficiently.

Personally I won't use them again.

Sounds annoying. I've had the photo issue with a missing item before- been asked to send a photo of the missing item so I took a photo of the rest of the meal and another of an empty space on the table where the missing item wasn't 😂

Yes, that’s how my husband’s Deliveroo app works (not that we are serial refunders on that either!)

It was just supposed to be a quick treat for son and me while husband out and new Traitors on. What a bloody palaver.

you could try a chargeback via your dd card or however you paid for it - you didn't get what you paid for so are entitled to a full refund. you might not want the bother for a few quid but it costs you nothing and is a ballache for just eat. they're so ridiculous, why bother pissing off someone who could be a potential repeat customer for the sake of the extra £1.30!

This happened to us on uber eats. Three times in fact. And when a refund was not received I deleted the app and have never ordered again.

I've stopped using JE because their customer service process is so convoluted and the prices that they add onto the price of the meal is shocking.
Order something to spend your fiver then delete the account.
You will find other sites local to your area that dont take a hefty cut of your money and treat you like a criminal

It's probably all done by AI which means some very strange decisions are likely to be made.

Do you mind me asking how you got a response? My food wasn’t even delivered last month and they just ignored my refund request!

Did you eat the wrong burger?

I’ve never had this issue with Just Eat, they’ve always happily refunded when there’s been an issue. That being said, why didn’t you contact the restaurant and tell them they’d sent the wrong thing? You may have found this quicker than applying for the refund via JE and then placing a separate order.

I've never had an issue getting a refund from JE.
OTOH my son received the wrong order from deliveroo and they point blank refused to do anything.

He couldn't even eat the wrong order that he'd been sent as it was beef and he's pescetarian.

I got an email with the “no” decision after I requested the refund via the app. I was then able to reply to that and it turned into a chain.

No. DS hates chicken and I had my own burger that was fine. It went in the bin.

It was one of those dark kitchens, no direct contact details.