Just Eat

Terrible customer service

We made an order with Just Eat and the expected delivery time was an hour later. The money was taken out of my account and we received a confirmation email immediately. An hour later our food had not arrived so we contacted the retaurant directly. Our order had not been passed from Just Eat to the restaurant, so the restaurant employee had to phone Just Eat to get them to send the order through, meaning we had to wait two hours in total for our food. If we hadn't contacted the restaurant then we could have been waiting for an indefinate amount of time, that is if Just Eat bothered to pass on the order at all.
I sent a complaint email to Just Eat asking why this had happened as the service was unacceptable. A day later I received an email saying "Here is your £3 voucher" - no apology or explanation. I replied asking if this was in relation to the complaint I sent because they had not acknowledged my email at all.
Over a week later, I hadn't got a reply so I sent another email. They replied saying "I'm sorry you feel your complaint was not acknowledged, we don't know what you want us to do". I do not want them to be sorry about they way I feel, I want them to be sorry they did not acknowledge the complaint. I wanted them to acknowledge the complaint in the first instance. I still have not received an explaination or apology and think the customer service is disgusting. If I had simply received a heartfelt apology and assurance that it would not happen again in the first instance, I may have considered using their service again, but the level of incompetence that they have shown in dealing with a simple of complaint clearly demonstrates the low level of service that can be expected from this company.
I will definately be ordering direct from takeaways in future if I want to be sure that I will be getting my food that evening.

Dean Krol found this review useful

22 February 2012

Reply from Just-Eat.co.uk

Hello Lauren,

I'm sorry to hear you had a problems with your order, I would be grateful If you could email me the details of your order & your complaint so I can investigate this matter full.

What you have describe isn't how we train our staff to handle complaints and I would very much like to get to the bottom of this to prevent a repeat and to be able to provide you with a full explanation of what happened to your order.

My email address is trustpilot@just-eat.co.uk

I do apologise for any inconvenience caused to you.

Kind regards,

David

David Farrer
Senior Social Media consultant