Just Eat reviews

Just Eat reviews

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"DON'T USE, JUST-COOK". Absolute WASTE OF TIME AND MONEY. STEER CLEAR!!!!!!!!!!!!!

Absolute waste of time. placed an order at 21.55 tonight, to be told by "Just Eat" that it would be delivered by 23.15. A full hour later and still waiting for my order after completing a 14 hour day at work, quite frankly I could do without the extra unnecessary effort.

Called the restaurant up at 23.15, only to be told that they haven't received any confirmation from "Just Eat". Just confirms how willing they are to take your hard earned money, only to then fail on their own SLAs. Absolutely ridiculous if you ask me. I could have made a 3 course meal and gone for a jog quicker than this foolishness.

NOT HAPPY AT ALL!!!!!!!!!!!!!!!!!!!!!!!!!!
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey there,

I'm really sorry about your experience using our service last night.
We really appreciate your feedback and would like to look into this for you.

Please, if you can send us an email to trustpilot@just-eat.co.uk we'd be very grateful to help.

Kind regards,

Whitney
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Never again

Ordered food for all the family at 7pm told it would arrive at 8pm did not recieve it until 930pm even after two phone calls will never order with this company again terrible service I think that the order did not even get recieved by my local takeaway because I never normally get a problem when I pick it up myself
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey Scott,

Thanks for your feedback, we really appreciate it. I'm so sorry your order arrived so late and I'd like to find out what went wrong. Please email trustpilot@just-eat.co.uk so I can look into this.

Regards

Whitney
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turn off phones and ignore customers!

Any companies can have IT issues as just-eat seem to have tonight. However they have turned off the phones and the online chat and hidden away rather than addressing the problems. On top of this they are still taking orders on their website rather than giving any kind of message! If they want to take money prior to confirming the restaurants receive the order they should at least be willing to give some customer service when it goes wrong.
Ordered and paid at 8.45, no confirmation email and no order arrived at the takeaway. No way of contacting just-eat as they have switched off their phones.
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey Pete,

I'm really sorry you couldn't get through to us last night. As yesterday was Valentine's day, takeaways across the country were experiencing high volumes of orders and as a result we experienced high volumes of customer and takeaway contact and unfortunate couldn't deal with everyone.

Would you mind sending an email to trustpilot@just-eat.co.uk if you can so I can look into this.

Regards

Whitney
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absolutely disgraceful service! bad mannered staff!

Ordered over an hour ago and when I called to find out how long our meal would be I was given the most disgusting attitude. I was told 'well look if you want to cancel the go right ahead but we won't give you a refund' food still didn't come till half an hour after the hour plus phone call. Will never ever use Don't cook just eat again!
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey Charley,

I'm very sorry to hear this, our agents are trained to handle complaints better than they way yours was dealt with. Also, we educate takeaways on the process of handling late orders which is that they should always inform customers.

Would you mind dropping an email to trustpilot@just-eat.co.uk so I can look into this.

Regards

Whitney
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absolute disgrace!!!!

After my order was rejected and I was called by someone who was clearly far to busy to be polite!, I was told that my refund could take up to 7days!!!!!!!!!. Due to my bank holding it, so i contacted my bank to find out why and how long it would take only to find out that Just Eat are in fact responsible for the delay as they need to decline the transaction and unless this is done it is left to expire. If they decline I'd receive a automatic refund. So i then again contacted just eat just to be greeted by another rude and impatient employee, who was snappy, spoke over me, would not pass me over to a supervisor at my request and then began asking if im calling him a liar when i explained what the bank had told me. I still have no refund, no apology and no take away. I'm so very unhappy with the lack of manners from the just eat staff!.
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey There,

Thanks for taking the time to leave us feedback, all complaints from our customers are taken very seriously. I'm really sorry your order was rejected and you weren't happy with the way your query was handled by our staff. So U'd like to investigate this so I'll leave our email address below.

Declining payments for funds to be released immediately isn't a process that we follow so unfortunately we can't do anything with regards to that

Our email address is trustpilot@just-eat.co.uk, please drop us an email if you can.

Regards

Whitney
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Just HORRIFIC!

Placed an order via Just Eat. An hour later had to call take away to find out that their delivery driver is running late. 2 hours after placing an order they wont even pick the phone up. Tried get some help from Just Eat. No online chat, calling them turned out that they are closed and their office is moved even thou on site info states their help line open till 2 am!!! No food, no refund... hungry and pissed off on Friday night, perfect!

Will NEVER use this cowboys again!!!
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey Akira,

Thanks for leaving us feedback. I'm so sorry about last night, takeaways really should inform customers if and when their order is running late.

As yesterday was Valentine's day, takeaways across the country were experiencing high volumes of orders and as a result we experienced high volumes of customer and takeaway contact. This is the reason you couldn't get through to us and for this I apologise.

I'd really like to look into this so please drop an email to trustpilot@just-eat.co.uk with your order details.

Regards

Whitney
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They must have worked quite hard to make it this awful

Ordered food at six thirty. Rang the supplier at ten to eight and they said it was on the way. When questioned further it became clear they had no idea about my order. it eventually turned up at eight twenty. Cold. They provided evidence that the order had not been submitted until seven thirty and said it was just eat's fault. Just eat said it was their fault. The bloke I emailed at just eat could not have cared less if he'd tried. This orginisation do not give a stuff about their regular customers, how long you have been using them or how much money you have spent with them. DO NOT USE JUST EAT THEY ARE RIP OFF MERCHANTS AND COWBOYS. Just eat? Just DONT. Seriously this company deserves to go bust.
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey Mellymoo,

I'm really sorry to hear about your experience using our service last night. i also apologise for the way your complaint was handled as our agents aren't trained to handle them in that way.

I'd like to explain what happens after you've placed an order so that you fully understand. So basically, your order is sent straight to the takeaway on the machine which we provide for them to receive JUST EAT orders. After your order prints on their end, they're then given options to accept or reject, if they accept they choose a delivery time which is displayed on your live feed. So this is a time they've selected that should cover preparation and the time it takes the delivery driver to get to you.

We've educated all takeaways on good practice in that that they should inform customers if and when their order is running late. We take all our customer complaints seriously so I'd really like to find out what went wrong.

I'd really appreciate it if you send an email to trustpilot@just-eat.co.uk so I can look into this.

Regards

Whitney
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Shocking support from Just Eat to dodgy takeaway

I ordered from our local takeaway as we had done for just under a year. On this occasion we asked for a few adjustments to our pizza. The delivery arrived after an hour and a half, cold and without the adjustment we had requested. The delivery arrived after 11pm so there was no point in complaining. I got the standard feedback email from just eat which I responded explaining the takeaway was not its usual standard, I was amazed to receive an email from Just Eat a day later explaining the Takeaway had "barred" me due to leaving the feedback!!
I expressed my anger at Just Eat and it was ignored, it later transpires that the Takeaway claim my comments were "not good english" and that Just Eat agreed with this!! As you will see from my comments my English is perfect and my comments around having cheese on a doner pizza were perfectly acceptable.

I am trying to delete my account with Just Eat and if the takeaway is correct then I would definitely not want to deal with a company that is racist
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hi Harry,

I'm sorry to hear of your experience with this takeaway and we would like to look into this for you as soon as possible.

If possible, can you please send us an email to trust-pilot@just-eat.co.uk?

Kind regards,

Gauri
Social Media Adviser
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Shabby Customer Service - Declined to refund

There's only so much I can say in this comment box whilst refraining from fully speaking my mind; although from my experience, the service is very scammy and almost fraudulent in policy.

For example, if you order from a restaurant; of which their manager informs you that Just Eat are responsible for refunds and they cannot do anything to help. So you contact just eat who cite policy and phone the restaurant to get permission to do the refund. Obviously, the restaurant declined. So who's responsibility, now then, is the refund?

They use smoke and mirrors to disguise their shabby lack of customer protection, or service.

Only because I wrote a massive blog post and got it to rank in google for searching "just eat customer service review" did I get my money back. If you'd like to read my full story, go ahead and look for it and I'm sure you'll find it.

All in all, don't believe you are protected as a customer by using just eat. It seems they're more than happy to handle your payments and card details but do get a little confused and bewildered when things are meant to go the other way. Money, money, money.
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Reply from Just-Eat.co.uk

Hi Ben,

I'm really sorry you see our service this way, I understand we spoke to you about this last year. However I'd again, like to explain how our service works and our relationship with the takeaway.

I'd also like to break down the difficulties we face as a mediator and what the legalities are behind the actions we take.

This will not excuse your experience with our service, as I fully understand it was not the best. But we do appreciate your feedback as this is helps us to improve as a company.

If possible, can you please email us to trustpilot@just-eat.oc.uk? We would like to discuss this further with you :-)

Regards,

Gauri
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Never again

I order a Chinese of just eat from the fern leaf restaurant Coventry at the beginning of January ,the order came to just over £14 when the order came all was fine ten mins later a delivery chap came with another order I told him we had already received are order . I checked my on line banking and I found 3 payments had been taken out of my account over £ 80 before I could contact them a lady rang from just eat and told me I would be refunded I am still waiting after emailing back and forward,to just eat I realise they haven't got a clue surly they keep records of orders and phone calls . I have even offered bank statements . I will never use them or the restaurant again
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey Kirsty,

I'm so sorry this happened and I completely understand your concerns.

From what you've said,your order must have been duplicated and this happens if the 'Place order' button is clicked more than once.When this happened,the normal process is for the takeaway to reject the duplicate orders or get in touch with us or you to confirm your order however none of these were done which is why the takeaway sent out another order to you.

With regards to the refund, it wouldn't be a refund because we haven't debited funds from your account.The funds for your duplicate orders would have been reserved in your account,this means that they were deducted from your available balance when you placed your order but haven't left your account yet.If your order was successful would have debited the funds from your account the next day,however,your order as your orders were cancelled on our system,this sends a message to your bank informing them that we don't require the funds anymore. As soon as the time frame for authorisation runs out your bank will release the funds back into your available balance.and this normally takes about 3-5 working days but it really depends on the card issuer's policy.

I'd sill like to look into this though so please mind dropping an email to trustpilot@just-eat.co.uk if you can.

Regards
Whitney
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Lying restaurant staff & still no refund!!!

Ordered an Indian takeaway last Saturday night from Nawab tandoori in Swansea. Online order said it would be delivered BY 21:15pm. So just under an hour from when I ordered it. That was acceptable. 21:25pm came, then 21:30, 21:45 and no sign of the food. Called the restaurant at 21:50 to be told "the food is in the way as it's not here anymore. It should be there within 20 minutes". It takes 8 minutes to drive to my house from the restaurant so I knew they couldn't have left yet but patiently waited for the next 20mins. No one arrived. After another 30 mins of waiting I called the restaurant again and the worker said "the driver is outside your house right now and will be there right now" so again he was lying as no cars were on my street. I called him out for lying and fobbing me off and told him to cancel the order and refund my card. I said this is unacceptable and I am very unhappy with them lying to me and providing such a bad service. He told me to contact Just Eat as they are the only ones who do refunds and then will pass on the complaint to the owner of the restaurant as it's his responsibility. I asked why on the website the order was accepted by the chef and he didn't update the order to say it would be late as I would've cancelled it by then. At 10:40pm the doorbell rang and lo and behold it is the Indian worker I had been talking to at the door holding an order. He apologised and said it is not his fault and the driver was busy. Please accept the food and Just Eat will compensate me. I was not happy as I was about to go to bed as I don't eat this late at night. I took the food and said I'll be in touch with Just Eat. Opened the good and it was stone cold and dry. Absolutely disgusting and inedible. Contacted Just Eat on a live chat and after waiting ages got through to Taiwo who eventually said I would have a £7 refund only as it was up to the restaurant to issue a refund and they were refusing to do so as I accepted the food but Taiwo had managed to get them to refund a 'goodwill' £7 refund due to the delay. So Indian worker lied to my face and several times over the phone. Absolute scumbags. BUT a week later and my £7 is nowhere in sight. Won't be using them again and don't trust any of the shitty restaurants they use as they're all just the crap dodgy ones in the city. Shocking service and system in place.
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hello Rebecca,

I'm really sorry to hear this. The takeaway should not have informed you that you will be entitled to a full refund unless they had confirmed with us, and in that case we would have contacted you to make sure that you were aware. In regards to refunds, they are only authorised if the takeaway is not received. As you accepted the takeaway, we cannot offer you a full refund on this occasion.

The partial refund which you were offered takes on average between 3-7 working days to credit your account, however depending on who you bank with it may take slightly longer.

We do advise our takeaways to contact our customers as soon as possible if they are unable to commit to the estimated delivery time, therefore I would like to apologise for the time you spent waiting for your meal, as you should have been informed.

I will be happy to investigate in the matter further for you. Please send me an email. My email address is trustpilot@just-eat.co.uk. I'll contact the takeaway for you to see if there is anything else that they are able to offer.

Although your experience with us has not been a positive one, I would like to thank you to taking the time out to leave a review. All customer feedback is extremely important to us.

Kind Regards,
Lateesha
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Useless customer "service" and broken ordering system

I placed an order for pizzas, and was given the option to customise the toppings. When I received my order, I found that the toppings on both pizzas, were incorrect. I checked the attached receipt and could see they were incorrect there too. So I checked my order history on JustEat, and what do you know, they weren't the toppings I had selected.

So I tried to get in touch with customer services, using the live chat. The speed of the "live" chat was so ridiculously slow getting any response, I might have been quicker sending a letter.

I explained the situation in chat, and after many many minutes I ask if they are still connected, to be told they are investigating. When I ask if it's going to take long, they tell me they are on the phone with the restaurant. I explained it wasn't the restaurant's fault that JustEat sent them an incorrect order. The restaurant offered me a free pizza, by I explained to the JustEat representative I didn't want the restaurant to compensate me - after all it wasn't their fault, it was JustEat's order process at fault.

I don't like that JustEat didn't accept responsibility, they didn't compensate for their failure, and they harassed the restaurant - I could have phoned the restaurant if I thought it was their fault, but it wasn't.

Don't waste your time with JustEat support, it's useless and slow.
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Reply from Just-Eat.co.uk

Hi Scott,

I'm so sorry to hear of your experience with us. We really appreciate your feedback and would like to look into this for you. I understand you have already been disappointed with our advisers and our live chat service, but this is exactly what we'd like to look into, as well as the tech issue you've raised.

Please, if you can send us an email to trustpilot@just-eat.co.uk we'd be very grateful to help.

Kind regards,

Gauri
Social Media Adviser
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WARNING FOR DISRESPECTFUL CUSTOMER SERVICE!

I was a loyal customer for a long time, until today!
I'm shocked by their short and unhelpful emails. I contacted Just Eat customer service after constantly getting an error message when trying to place an order through their website. I followed the usual problem solving solutions - clearing cookies etc, but it wouldn't work. My partners details worked on the same laptop. I asked them to please fix the problem or delete my account details (as I can't do this myself since according to them "..there is no option for you to be able to delete your account, this can only be done by JUST EAT.) I was then told they had attempted to delete my account, but the system won't allow them to do this! I was then simply suggested to go ahead and register with a new email address. How can that be a solution if a customer wishes for their details to be deleted!??
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey Laura,

Thanks for leaving us feedback, I'm really sorry about what happened, our agents are not trained to handle complaints this way.

I'm not sure about the error that occurred we tried to delete your account but customers can delete their JUST EAT account if they wish to do so. All you need to do is log in, click on 'My account' and near the bottom of the screen you'll see 'Delete', clicking on it will delete your account.

I'd really like look into this though, please forward the emails to trustpilot@just-eat.co.uk if you can.

Regards
Whitney
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Never a problem!

I have never had a problem with JustEat. I use this site to order from Mezza's in Mexborough. Never an issue and always fantastic food. The one time I did have an issue it was sorted professionally.
I had put an order through and it failed due to an error on the site, I then put the order through again and instantly got a call from Mezza's saying the order had come through twice. I was then advised they would contact JustEat for me and get this sorted. This was all done immediately and I got my money back.
Never going to swap from JustEat
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey Becky,

Thanks a lot for your feedback, it's really appreciated. I'm glad your problem ws dealt with promptly.

We'll try our best to continue to delver this level of service to all our customers.

Thanks again!

Regards
Whitney
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Wonga.com meets crappy takeaways

Sorry - but we clearly mixed up our 6 long standing local Indian takeaways & restaurants with this online service. It seems they gave it to someone who pretends to cook & cover our town.
The quality was so poor it became a joke as we tried to eat the food - and then question who the hell cooked it.
The salt levels where so high it would probably kill a small child, we both drank pints of water during the night.
There clearly is no online quick fix - or any quality control, just a case of filling in the gaps with total rubbish. Maybe other areas have better suppliers/restaurants?
Lets face it - if you had a great restaurant/takeaway why would you need this marketing face to push your passion?
Sorry - but it was the worst meal we have ever had delivered to our door.
I'm sure Just Eat have some great restaurants signed up - but not where we live.

Regards
Mat
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Reply from Just-Eat.co.uk

Hello Mathew,

I'm sorry to hear that you have't been satisfied with the service. Please send me your order details and I'll be happy to contact the takeaway for you. My email address is facebook@just-eat.co.uk

Kind Regards,
Lateesha
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RUBBISH SERVICE COULDNT CARE LESS - TOTAL CON

Ordered midweek and restaurant happy to deliver food ordered again Saturday night and order rejected as they are "busy" contacted just eat by live chat and total waste of space usual blah blah blah AND they keep my money for 4-7 days .
if they are that busy at the restaurant they wont need my custom again and as for just eat who now have £25 of my money for a week AVOID THEM LIKE THE PLAGUE

REPLY TO WHITNEY FROM JUST EAT WHO REPLIED IN MINUTES TO MY REVIEW- MUST SIT BY THE PC WAITING TO ANSWER ALL THE BAD REVIEWS

so your incompetence means that my funds are held ? why cant you do as Hungry house do ? ive just checked the same restaurtant and on their site it is offline so no bookings can be made why cant just eat do the same ??? Id never use you again and if id seen these reviews before I never would have in the first place
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey David,

Thanks for leaving us feedback. I'm really sorry your order was rejected. We don't debit funds from customers accounts on the day an order is placed. I'll explain what's happened with your funds when it comes to a rejected order.

Your bank authorise the funds, so they basically tell us they're available. However, when a takeaway reject and order, this cancels the process of payment on our system. What's now happened is that your bank are holding those funds in an unavailable state to you as they still have them authorised to take.

We won't be taking the funds because the orders cancelled. However your bank will be holding the funds unavailable to you until their authorisation expires. This can take around a week or so but does depend on who you bank with.

If there's anything else please drop an email to trustpilot@just-eat.co.uk and we'll be able to help.

Regards
Whitney
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A DISGRACE ORDER REJECTED BUT KEEP YOUR MONEY FOR 5 TO 7 DAYS !!!!!!

I ordered a meal but the restaurant rejected it as they were far too busy , I then get a call from Just Eat confirming this also telling me I wont get my monies back for 5 to 7 days surely they should not take any monies till an order has been excepted , I shall never use this company again !!!!!!!!!!!!!!! LEAVING ME WITH NO MONEY AND NO MEAL THIS EVENING FOR MY DAUGHTER A DISGRACE I WISH I HAD SEEN ALL THESE BAD REVIEWS BEFORE I USED THIS THIEVING COMPANY !!! You reply trying to pass the buck to my bank YOU AS A COMPANY SHOULD NOT HOLD ANY MONIES TILL AN ORDER IS CONFIRMED IF THE MONEY IS NOT THERE YOU CANCELL THE ORDER SIMPLE !!! NOT LEAVE PEOPLE WITHOUT FOOD I HAVE DELETED MY ACCOUNT AND IT WILL STAY THAT WAY
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey Bonnie,

I'm really sorry the takeaway rejected your order. The agent should have told you we don't actually debit any funds from your account on the day your order is placed.

I'd just like to explain the process of payment to you so you can understand exactly what has happened to your funds. When you place an order, the payment system has to check that you have the funds available for the transaction. The fastest way it can do that is to reserve the funds inside your account pending the transaction being completed. In a normal situation, the transaction completes and the funds are physically debited by us usually within around 48 hours.

However, in your situation, the order was cancelled so the funds remained reserved until the bank remove the reserve on the funds. When funds are reserved, they are still in your account, but they are subtracted from the displayed available balance to prevent you from thinking there are more funds than there actually are. The time the funds take to appear back in your available balance is solely dependent on your bank's policy for cancelling the reservation, however, it usually takes about 7 working days. Some banks do have policies that can take up to 30 working days, though. Please also note that the return of your funds will not show as a transaction on your statement, but will in fact just re-add on to the available balance on the account.

We can issue you with a voucher for one of your orders in exchange for a refund so that you don't have to initiate another transaction.

If you're happy for me to do this, drop an email to trustpilot@just-eat.co.uk and I'll get it arranged for you.

Regards
Whitney
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late night FAIL

I use JE all the time but on a Thursday night I ordered from 3 different companies who all showed open, to not to get any food. now I need to watch my bank to make sure i'm not ripped off! NOT GOOD!
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Reply from Just-Eat.co.uk

Hey Vaper,

I'm really sorry to read what happened, a lot of takeaways are open late at night and normally deliver. I'd really like to find out what happened, could you drop an email to trustpilot@jyst-eat.co.uk with the details of your order so that I can find out what went wrong.

Regards
Whitney
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Late deliveries

I have ordered a few times from Just Eat and the first time I ordered I was pleased to use the service as I received my food on time. The last 2 times I have ordered they sent me a time of delivery by mail and after the deadline I waited and waited and had to use the chat option to get in touch with the customer service to see where my food was. Last time I order a pizza .......took 25 mins extra than the time estimated and the pizza was cold.
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hi Pedro

Thanks for taking the time to leave us a review, all feedback we get from our customers is valued and appreciated.

I'm really sorry to hear that you have had deliveries take longer than the time given in your emails. Whilst these are provided as an estimate, we would expect a takeaway to give you a quick courtesy call if it is going to be longer than this. I'd like to have a look into this for you anyway and see what we can do, so if you could please email us at trustpilot@just-eat.co.uk and we'll take a look.

Kind regards

Lauren
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Shocking Customer Service

As a loyal customer, I expected to be treated with some form of respect when complaining that half of my order had not arrived. Having ordered several sides, I saw that a discount was being applied, which I assumed was part of a promotion. Having checked the final order summary, happy with the discount that Just Eat's website had applied, I went forth and processed my order. I actually had to order a third main dish, as the discount was keeping me under the £15 minimum order. I was shocked to find that only the main courses arrived, and upon contacting customer service, was spoken to as if I was lying about the whole thing and politely brushed off by some kind gentleman named Marcus who apparently has no customer service/inter-personal skills.

Won't be using them again.
Just-Eat.co.uk

Reply from Just-Eat.co.uk

Hey Conor,

I'm really sorry you didn't have a good experience using our service. We take all our customers complaints seriously and our agents aren't trained to deal with our customers in this manner. As you weren't happy with the way yours was dealt with I'd really like to investigate this.

I'd need to look into this to know for sure. I'd really appreciate it if you could send the details of your order to trustpilot@just-eat.co.uk so I can find out what went wrong.

Regards
Whitney

Just-Eat.co.uk Details

About this company

Visit Just Eat

Contact information

Call us on: 0844 243 7777
We live here: Just-Eat.co.uk Ltd. Imperial Place (IP4), Maxwell Road, Borehamwood, Hertfordshire
WD6 1JN London
United Kingdom

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