Deliveroo complaint: Undelivered and unrefunded order

We had a bit of a mix up with our order and I am not satisfied the matter is resolved.

For some reason my location did not update and my order was placed to my partner’s address. Which is a couple of miles from where we actually were.

I was messaging the rider as soon as I realized the situation and offering to pay him extra to bring it to the correct address to which he informed me it was ‘too far’.

I was asking him what to do about the situation and he said he would connect me with Deliveroo. And then when I asked if he was going to leave the order on the doorstep or what would happen to it I simply got notification that the order had been delivered. It was not.

There was nothing left at the door – which could have been gifted to a neighbour or we could have whizzed back and grabbed them (I was only around the corner)

I was told by customer services yesterday I was liable to pay the full amount. I considered that somewhat unjust as I was not left with the order.

I understand having to cover delivery costs but if the order itself was not delivered I would suggest that the offer and acceptance portion of the bargain was not fulfilled and therefore I should be entitled to some form of refund for the order that was never delivered.

Legally under Section 75 CCA I cannot be charge the full amount for goods that were never deliveredreceived. Deliveroo have refused to answer questions about the legal and moral issues here and been copying and pasting generic avoidance answers since the unfulfilled order on december 14th 2022.

Many thanks,

Cara