Just Eat
Reviews and Complaints

I have been using Just Eat for several of years, unfortunately I’ve had to complain a few times regarding missing meals from orders.

In recent months I have been told by Just eat that as I had already had a refund recently they were not willing to refund again.

I’ve had quite a few meals missing, usually from the same restaurant but according to Just Eat I should have to just allow the restaurant to retain my money and order an alternative meal from elsewhere to replace the missing one.

So I should pay twice!

This is not acceptable, It’s happened again today that one whole meal worth £10.99 was not in the bag.

I had a notification come from Paypal advising that a payment was pending for £17.75 for a Just Eat food order on Saturday 22nd [protected]@11.53amto completely random address in North London

This was not me! I did not order anything from Just East!

How can my details be used? My account is linked to my address so, how can a payment be allowed to go through to another address?

I have had to notify my bank, and order new cards so this is totally inconvenient and illegal!

Ordered food and drink 1 chilli crispy wrap 1x20 nuggets 1 Lrg fries and Lge Choc shk . What I received was 1 Lge Choc Shk nothing else I rang McDonald’s at Forge Retail park spoke to Connor who said he was looking at food as it was still there driver didn’t speak to ant staff regarding order . He must have been in a hurry (he should be banned for working for your company) this is not the first time I have complained about delivery when I went on your post to complain I was asked for a photo 2 days later.

I would like to know what you will do to resolve the issue as it cost me £13.08 for a milkshake and no food the order number was 57861.

Aidan

I have ordered twice for groceries once on the 28th June and again on 6th July on 28th June I had two missing items as I ordered 3 packs of magnum ice lollies only received one pack so owed £6.90 and on the 6th July I ordered some items and the strawberries were out of stock so I got that paid back but I also ordered 20 BH silver which never arrived and I was told I had to wait 7 days for a decision to refund me, I cannot complain direct as they do not have a number to call I am owed for the cigarettes and ice cream

Last week i bought a breakfast meal that should have consisted of a double egg and bacon mcmuffin, hash brown and a tea. Only i didn't get said mcmuffin, i've complained to just eat, they didn't ask for proof like they normally did and emailed back saying they were not going to refund me. So i sent the photographic evidence i took already for when they did ask (like i said they didn't which is odd because every other time it's been "please send us photographic evidence"). Also i've spoken to Mcdonald's themselves and they told me, that the staff ARE meant to check orders before letting them go (this was another instance and was resolved).

[protected] Order Number

I placed the above order. The courier handed me what was believed to be my order, opened to find it is not my order but somebody else’s. I called the course from my window, he came back, I told him it is wrong and to take the food he’d brought away because I won’t be eating it. He left with it.

I placed a different order via JustEat with another restaurant.

I contact just eat for a refund advising my order was missing all items and was wrong. I also requested to raise a complaint- which was not acknowledged.

They asked me for photo evidence. I told them I had not had the time to do this but the fact I’d had to place a second order elsewhere and they should be able to confirm what happened with the courier.

Advised they would not refund.

I said I won’t be accepting this as the case and requested it to be looked into further and reiterated I want to raise a complaint.

Again advised they won’t be issuing a refund and again did not acknowledge my complaint.

I wrote on twitter requesting that they acknowledge my complaint and refund request.

Told the same as above that they require photographs. I again advised that they should be able to contact the courier and they can see my account had to place a new order.

After numerous of my orders are incorrect and providing photos of these mistakes just eat are not willing to help. I cannot ring asda as they do not have a Customer services option. Who do I complain to about this. They take my hard earn money. I pay for my items and items are not getting delivered. This took place on 4 separate occasions, 7th 8th n 9th June 2023

Incident date: 7th June 2023

Description:

When the Just Eat courier arrived at our door he removed our McDonald’s bags from his food bag and immediately the bags began to leak all over our front door. (I should mention the driver was very polite and helpful) I immediately cleaned up the spill with a towel, opened the bags to notice the juice had fallen on on its side. I removed the juice from the bags and placed it in our outside bin and cleaned up the rest of mess. The driver apologised, told me I should request a refund then left. 1 cup was completely empty the other 3 cups were about half full. We started eating the meal and noticed the chips were also soggy, cold with absolutely no flavour. My partner described them as tasting “under cooked and over cooked at the same time”, we didn’t eat any of the chips after trying a few. I then tried the chicken nuggets which were also cold and squishy. The chicken nuggets are normally crispy but these were mushy and cold. We fed the nuggets to the dogs as to not waste them. The burgers were fine and we drank what was left of the juice.

I took appropriate photos showing the completely soaked McDonald’s bag, along with the soggy chips and sent them to just eat. The next day the request was denied, no detailed explanation was given but they thanked me and said they “hope I understand”. I replied the with further images of the uneaten chips along with the receipt in response. I also requested they contact the driver and confirm this incident took place, as well any further information they required.

Currently waiting on a reply back. I have mentioned I will be contacting an ombudsman in the mean time. For a company who takes 20% off all profits and adds a service charge, it’s ridiculous they can deny a request like this without any further explanation.

Images:

Images show the damaged bag and uneaten food. Granted not everything is there but I feel like this is enough evidence. What more could I possibly do? The mess had already been cleaned up and we can price the chips or nuggets are soggy from a photo. We did eat the burgers and have the dogs the nuggets. The receipt shows the date the order was placed, beside it is a digital clock dated the following day showing the uneaten chips.

Order No. [protected]

This order was cancelled (I didn't cancel it) and it can be seen as cancelled on my account. A payment has however went through for £15.20 and it has cleared on my banking.

I am not impressed at all that this has been taken when it's clear the order has been cancelled.

This has been a unlawful charge, taken without permission and I want a refund back into my account otherwise I'll seek legal action.

I can provide any proof that the payment has been taken as I have all information to hand.

Spoke with a member of the customer service team on the app chat, who basically informed me, tough.

On Thursday 1st June whilst on holidays in Wales we placed an order for an Indian delivery. When the food arrived I quickly realised that I had been sent an incorrect dish - one containing coconut which I have an allergy too. As the restaurant had since closed I contacted Just Eat to tell them of my issue and requested a refund for the incorrect item - a dish which had to be put in the bin as I can’t eat coconut.

Just Eat have refused to give this refund. They have been most unhelpful and have refused to help me any further!

I placed order [edited] on 27May2023. Order consisted of 2 miso soups, one prawn katsu curry and one sweet potato croquette starter. When the order arrived, driver alerted me that an item was spilled. I had to bring a bowl to colect my order from him, as the bag was leaking with the curry sauce of the prawn katsu curry. When inspected, there was no curry sauce left, as it was all spilled in the paper bag and the driver’s carrier bag. Case [edited] was raised with Just Eat regarding the missing miso soup and the spilled prawn katsu curry, however Just Eat only offered account credit for the miso soup, which us not what I request as I do not want to use this company anymore. The katsu curry was not as expected and therefore I requested a refund on it, however Just Eat declined my request, even after escalation to a Team Leader, stating that the food was still edible.

I placed an order for Prezzo via just eat on 27/05/23 at around 6:30pm.

The wrong order was delivered. The delivery driver took it away, saying he’d bring mine.

After about half an hour I got through to the restaurant. They said that just eat hadn’t sent a driver.

I contacted just eat for a refund.

They asked for photographic evidence of the wrong order. I didn’t think that would be required, it never crossed my mind to take a photo.

The wrong order was returned, I didn’t get mine and just eat are just sending me closed emails, saying they won’t issue a refund. I’m furious.

I ordered from Asda through just eat order number [protected] roughly 12.00 on 22 of may 2023 to have £11 odds worth of stuff missing. As this has happened a lot they said they could not refund my money. I would like it if someone could sort this out for me as this is my main way to shop as I suffer with disabilities. I really rely on this source of ways to shop and I’m a very very regular and good customer. I too unwell to deal with stuff like this but I need to do something about it this time

Thanks Miss webster

I've used this for years. Regularly odd items are missing but I'm missing an entire £80 co-op order and being refused a refund because they can track the driver to driving to my house but yet can't provide proof that it was handed over. And because I've requested a refund for odd items previously that had been missing off various orders that makes it OK that I don't get my £80 back?!

Hi my name is Scott Andrew Turner I ordered 4 bottles of water from Iceland (food warehouse) - Mansfield on just eat order number is [protected] and I waited for it to be delivered but guess what it says it's been delivered but I haven't got it on hand with me this is keeps on happening ripping people of their money I want a refund and you need to clamp down on people on just eat like that once and for all can you get a refund for me as well a big refund for it

On Sunday the 7th of may I placed a grocery order with Asda using just eat. When my shopping was delivered I discovered it was someone else’s delivery. I contacted Asda who directed me back to just eat who then dealt with the issue over the next day or so. The money was put back into my just eat account as a credit. As I had to go out to do another shop on the Sunday I had to withdraw money from my bills account to cover the cost and then planned to put the money back into that account when I received my refund from just eat, however they are now refusing to put that money back into my account and saying it can only be a credit refund, the fact that I don’t plan to use just eat again doesn’t help and also that money has to go back into my bills savings, this was their error and I’m being penalised for it.

On 20/02/2023 I ordered a Burger King through JustEat that DID NOT arrive. I went through all the available links to complain only to be told that due to my history with them they are unable to refund at this time. I have NO history with them apart from numerous orders for take aways that arrived and I’ve had no problem. So WHAT history?

Yesterday 03/05/2023 I reluctantly needed to get some groceries as I’m disabled and ordered from Asda through JustEat.

The order came very fast (which isn’t a good sign.) The majority of goods were NOT in the shopping. I’ve tweeted them only to be told that because of “multiple goodwill gestures on recent transactions” they can’t refund.

They will not provide me with this history I apparently have with them. They are THIEVES and CHARLATANS. I have a suspicion that the delivery drivers are stealing goods. And thus MUST be addressed .

Placed an order (Ref [protected]). Waited over AN HOUR, only for it to be marked as delivered, yet I did not receive it. Contacted customer service via online chat (apparently, it's the only way), only to be told I would not be getting a refund as it's bee marked as delivered. So what? Now I'm paying for thin air? This is unacceptable. No matter which way you turn, there is no help. I want a full refund and will be fighting for it. I will NEVER use Just Eat again. EVER.

Chat started on 30 Apr 2023, 03:42 PM (GMT+0)
(03:42:13) * Visitor [protected] joined the chat *
(03:42:13) Visitor [protected]
Hello, I would like some help. How do I report a safety, health or privacy issue?
(03:42:14) * Charlotte joined the chat *
(03:42:15) Just Eat

Thank you for contacting JUST EAT. If you are contacting us regarding a live order we would recommend that you call the restaurant directly. You will find their number on your confirmation email.

(03:42:19) Charlotte

Hello, my name is Charlotte. How can I help you today?

(03:43:52) Visitor [protected]

Hello, I placed an order over an hour ago, but it never arrived, however, has now been marked as delivered. I would like a full refund of £19.78. Order number [protected]

(03:46:04) Visitor [protected]

Hello?

(03:46:21) Charlotte

Thank you for the order number, please allow me 2-3 minutes to look into this fro you.

(03:46:28) Visitor [protected]

OK

(03:47:38) Charlotte

Thank you for your patience.

(03:47:45) Charlotte

The tracking shows that your order was delivered to your address at 16:32:08. On the driver tracking, there's also a completed delivery journey, from the restaurant to your address. This means it's not possible for us to refund you for your order on this occasion. Thank you for your understanding.

(03:47:47) Charlotte

Can I help you with anything else?

(03:49:21) Visitor [protected]

I NEVER got my food. I would like a refund. I have been sat by my door and nothing. Why should I pay "20 for nothing? I want a refund and will be letting everyone know what Just Eat is like. My young son is here waiting for his food, as am I. I never received the food.

(03:49:37) Visitor [protected]

*£20

(03:49:43) Charlotte

I am sorry for the experience you've had with this order. The decision I've made is in line with our policy and restaurant agreement, which means I'm unable to change this. Thank you for your understanding.

(03:49:58) Visitor [protected]

I want to speak with a manager

(03:50:10) Visitor [protected]

And I want an email address to file a complaint,

(03:50:18) Charlotte

I'm sorry you're not happy with the resolution I've offered today,

I can forward this case to one of our Team Leaders, who'll review everything in detail and contact you by email within the next 72 hours.

Would you like me to arrange this?

(03:50:57) Visitor [protected]

I want a refund. I am not paying £20 for thin air. And rest assured, I will NEVER be using Just Eat agian

(03:51:13) Charlotte

Would you like me to arrange this?

(03:51:31) Visitor [protected]

If your drivers/riders don't know how to deliver, they should not be in a job.

(03:51:39) Visitor [protected]

You can arrange it, but I will be fighting this

(03:51:59) Visitor [protected]

I cannot believe I now have to spend more money as I did not get my food

(03:52:01) Charlotte

I'll forward this case to one of our Team Leaders, just as you've asked. They'll look into this for you and email you with an update within the next 72 hours. Thank you for your patience in the meantime.

(03:52:03) Charlotte

Can I help you with anything else?

(03:52:07) Visitor [protected]

But you are telling me I cannot get a refund

(03:52:19) Visitor [protected]

Absolutely disgusting

(03:52:36) Charlotte

As much as I would like to help you further, I'm not able to change the outcome in any way, so I'll need to close this chat now. We really value your feedback as it helps us to improve, so if you have a moment please can you rate the service I've provided today? Thanks for choosing Just Eat, goodbye.

(03:52:39) * Charlotte left the chat *

20/02/23

Meal bought through JustEat from Burger King. We waited and the tracking device was not working , so we waited. Until it became ridiculous and then the app said meal delivered. I live on a long road and was outside for most of the time. In that time no delivery cars came near.

JustEat refused a refund based on my order history. I was surprised to see in my history that I have had numerous refunds before. I categorically state that I have never contacted JustEat before.

The refunds happened automatically as some items were not available. Either that or JustEat are fiddling their customers history with them.

So you leave me no choice. Please see below.

Robert Dexter

60A Mereside

Springfield

Shrewsbury

SY2 6LQ

[protected]@hotmail.co.uk

[protected]

18/04/23

JustEat

Letter before court claim

To whom it may concern,

NON DELIVERY OF GOODS

I have not received a reply to my numerous emails throughout February and March 2023 which were ignored regarding the non arrival of goods which I bought from you on 20/02/23 . The emails explained what is wrong with the goods and why I am entitled to a refund.

I am once again requesting a full refund of the purchase price of £23.59 on the grounds that the goods were not of satisfactory quality under the Consumer Rights Act 2015. I enclose a copy of the proof of purchase.

I would like a reply as soon as possible so that I know you have received this email. If you don't agree to the refund, could you please then send me a detailed response saying why you don't agree.

To avoid taking court action, I am willing to use Alternative Dispute Resolution to resolve this problem.

If I do not receive a satisfactory response from you within 14 days of the date of this letter, I intend to issue proceedings against you in the county court without further notice. This may increase your liability for costs.

I refer you to the Practice Direction on pre-action conduct under the Civil Procedure Rules, and in particular to paragraph 13-16 which sets out the sanctions the court may impose if you fail to comply with the Practice Direction.

I look forward to your acknowledgement.

Yours faithfully,

MR RS DEXTER

Placed order for food from KFC today as a treat for my parents.

Everything seams fine then I got a call from someone who didn't identify themselves just barked at me where was I? Questioned this person turns our they wanted to deliver the KFC! No one was answering the door well.ot helps if you actually ring the doorbell not just sit in the car hoping that by some miracle they might be mind readers and think ooh my orders here!

I phoned my mum she went out to the driver who then shoved said food into her hands.

Turns put it wasn't the correct order which the receipt clearly shows.

If they had wanted 2 buckets of spicy

Hot wings they would have ordered them!

Neither can eat those type of food

Just Eat won't refund my money as they its in line with policy and they got food!

Totally unacceptable, disgusted by thier poor customer service and diht care at