My complaint:
Dear Just Eat,
I am raising a formal complaint. I would like to request a copy of your complaints handling procedure, and request how this complaint can be escalated to one of the highest levels eg Ombudsman.
Order no 95962007
Firstly, on 25/10/23 I ordered from a restaurant called Kraves. This was a group order for collection for our teams lunch break at work. Just Eat advised me to collect from the restaurant at 12:45. Myself and some colleagues got to the restaurant for this time and was told by the staff that our food had not began preparation as Just Eat hadnt given them enough time. I raised this with the Just Eat team and was escalated to a manager where I settled for £7 compensation.
Order no 129288463
The next time I ordered was on 27/11/23 from Imperial Phoneix restaurant. This order took over an hour to arrive. We had contacted the restaurant via Just Eat and was told no compensation would be given. By the time the food got to us, it was stone cold and the Prawn Crakers were missing. I was reimbursed for the crackers but nothing more.
Order no 130427918
I then ordered on 29/11/23 from Pizza Hut. I ordered at around 12:50 in hopes of the order arriving at 13:30. This of course, did not happen. My order did not arrive until 01:50, again an hour later. Again the food was cold on arrival and I raised it with the team to no avail.
Order no 133747355
Finally on 02/12/23 I ordered again from Pizza Hut. This time we pre set the arrival time at 16:40. The food did not arrive until more than an hour later and again was cold. Nothing was given upon raising a complaint. Additionally on this order, we gave specific instruction to not knock on the door, this was due to us having a reactive dog so that he didn’t react to the driver. This was ignored and set the dog off.
As you can see, every order from just eat has been late, cold and incorrect. All of my orders have been large orders and I feel with the amount spent on all of the above just to have nothing but issues is disgraceful. Also upon reading TrustPilot reviews, it seems that countless others have the same issues.
Due to the above I would like to know how high I can raise my complaint please.
Many thanks
Aimee
Suggested solution:
Large compensation
