Just Eat

Places a reserve on funds before order is even accepted

I placed an order today and was told via the order status feature that my order had been sent to the restaurant.

Shortly after this I received a phone call telling me Just-Eat had been unable to contact the restaurant and my order had been cancelled without my prior consent. I find it unacceptable that a decision regarding my order had been made on my behalf. If asked, it would have become clear that I would have been happy to wait longer, as I rather enjoy the food served by this particular restaurant.

I was then informed that I would be issued with a refund which would clear into my account within 24 hours. When I asked why money had even been debited from my account when the restaurant had not yet accepted my order I was told that Just-Eat places a reserve on funds, which cannot be released back into my available balance for up to 24 hours. I am incredibly annoyed that my money is now unavailable to me and I feel that this reserve on funds should only be placed once an order has been accepted by the restaurant.

In addition to this, the man I spoke to kept talking over me when I was voicing my dissatisfaction with the service - I would like to point out that I was not shouting or raising my voice - and I had to hang up as he would not let me finish a single sentence.

I will be placing future orders directly with the restaurant as to avoid Just-Eat gaining any commission from my custom.

I had ordered several times before without any issues, but after discovering that Just-Eat will cancel your order without bothering to ask you first, and they place a reserve on your money without knowing whether the restaurant will accept your order I will be cutting out the middle-man.

Kris McCulloch found this review useful

24 December 2011

Reply from Just-Eat.co.uk

Hello Hayley,

I'm Sorry to hear that your order was cancelled this evening.

I would be grateful if you could email me your order details so I can look into this for you, It sounds like the restaurant has closed today without informing us but I would like to make sure that this is the case. If it is the case we would have no choice but to cancel the order I'm afraid.

With regard to payment, a reserve is place on all card orders but this is part of the banks authorisation process & the reserve is not placed by Just Eat I do apologise for the misinformation.

I would like to apologise for the inconvenience caused to you this evening and for the customer service you have received.

My email address is david.farrer@just-eat.co.uk

Kind regards,
David

David Farrer
Senior Social Media consultant