Just Eat complaint: Refund

I ordered a takeaway on Tuesday 7th February. I’d had an awful day at work, spent hours stuck in traffic trying to get home. I was exhausted. I decided to order a takeaway for myself and partner as I didn’t have the energy to cook.

The food was terrible, it arrived freezing cold. I’m not sure if you have ever had kebab meat before, however it is disgusting cold. My partners lasagne and his chips were also stone cold.

Now this wasn’t a cheap takeaway. At almost £20 I expect to be able to have a decent meal. The food was left, thrown in the bin and I went off to bed still hungry.

Now I have tried to contact the takeaway via phone call and Facebook message. I am told I will receive a call back, which never comes. My Facebook messages are ignored. I then contacted Just Eat, to be told ‘because I paid in cash there is nothing they can do’. I ordered this meal on your platform, therefore some of the responsibility should lie with just eat.
When I challenged this the reply stated ‘I can’t overturn this decision as this is our policy’. Where is the empathy? Where is the using your common sense? Not everything has to be done by the book, many businesses succeed more than others due to having compassionate, understanding members of staff who are able to use their common sense.

All I am looking for is the money refunded for a meal we didn’t even get to eat. A gift card would have been the next obvious solution to this given I paid in cash.