I was a regular user of just-eat.co.uk and recommended it to many colleagues who, like me, work away from home a lot, stay in hotels and quickly get fed up of the hotel menus. I recently noticed that there was a new option to enable you to store alternative delivery addresses so you can get deliveries to elsewhere than your home/base location (saves changing it for every hotel).
After taking advantage of this feature for the first time, I was surprised to get a call from just-eat.co.uk telling me that I had not provided a delivery address. The caller told me it was a bad line so I raised my voice and told him I would look up the address on the just-eat systems. The caller objected to me shouting at him and told me I should know where I lived. Clearly not understanding about the new option. I had looked up the full address details of the hotel when I filled in the delivery address but did not remember the details off by heart. He clearly thought I was being an idiot and threatened to end the call.
I persuaded him to stick around, looked up the delivery details on THEIR system and passed them to him. He made no apology for the fact that their system was broken. Food arrived on time and was great.
Filled in feedback form and sent emails and reminders. No apology, not fix announced, etc. Not great customer service.
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