Deliveroo complaint: A Young Disabled Girl Got Injured Robbed Thanks To Deliveroo

I made an order with Deliveroo about a week ago and I never received my order because the driver took it to the wrong place. I told him to deliver it to the Renal Haematology Triage Unit at Hammersmith Hospital, but he took it to the Endoscopy Unit instead, at the opposite end of the hospital. I made it clear where he should deliver it to, but he just dropped it off wherever, because he couldn’t be bothered to take it to the right place.

Deliveroo refuse to give me a refund and are blaming me for this. They’re saying it’s my fault my delivery was taken to the wrong place because I didn’t immediately reply to the driver when he messaged me. At the time he messaged me, I was having an x-ray done, so I obviously couldn’t text at the same time. How is that my fault? I actually did try to respond after the x-ray, but the driver ended the chat only 5 minutes after his last message, so I couldn’t reply anymore.

When I tried to speak to Deliveroo’s customer service, they again placed the fault on me, and told me to go get the delivery from the Endoscopy Unit myself. However, I’m a disabled person who has sickle cell disease. At the time this happened, I was in the middle of a sickle cell crisis – a serious medical emergency. But since no one at the hospital would help me, I had no choice but to try and get it myself, even though I had to use two crutches to walk and every movement hurt. The more I walked, the worse my pain got. The pain actually got so bad that I collapsed to the floor on the way to the Endoscopy Unit, as a result of the advice Deliveroo had told me to do. This made my sickle cell crisis worse and making the pain so bad that I was crying and hyperventilating as I tried to walk. As if that wasn’t bad enough, when I eventually got there, MY ORDER WAS NOWHERE TO BE FOUND. So I went through all the pain for nothing and Deliveroo had the audacity to blame all this on ME and refuse to give me a refund TO THIS DAY.

I don’t get how it’s my fault that THE DRIVER took it to the wrong place, despite the clear instructions I gave him. Or how it’s my fault that I was having an x-ray when the driver tried to contact me.