Just Eat - Food Delivery 17+

The app itself works very well, it is smooth and easy to use, the customer experience you get with justeat themselves however is abysmal, and just recently it seems to be having more issues than a little with orders being severely delayed even when ordered well in advance for a specific time, when you have an issue with the order there is no direct way of making a complaint to justeat, as this is a long and complicated process just to speak to somebody, then when you do get through to a “human” the answers you receive are heavily scripted and almost copied and pasted, the main issue I have had with justeat is that the customer service agents just seem to pass the book when it comes to dealing with a customer complaint, to the point where you get fed up of dealing with it..... and there is no physical phone number to ring as all that does is redirect you to an answer machine that tells you to check the website.... also don’t expect a refund if your order doesn’t turn up as I’ve spent multiple weeks chasing a refund for an order that was not delivered to myself and been given empty promises of an investigation/ refund “within 48hrs” only to hear nothing from the supposed “investigations team” they just seem to be interested in getting as much money as they can without caring about the customers who PAY to use their service....

Although I have used Just Eat on a number of occasions, I am very disappointed with the fact that customer service has been totally sacrificed. The app is fine but God help you if anything goes wrong because Just Eat really don’t care about customers at the end of the day, they just see this as a monopoly and a license to print money which is totally unfair on the customers. I recently took advantage of the stamp card system only to discover that once I was able to redeem a discount that I couldn’t actually do so without assistance. The problem is when you come to check out, you have to use a slider to redeem your voucher. Why they couldn’t have a button that you could click on to say redeem voucher is beyond me, and it’s completely shortsighted on a part of the Customer Services team. You can’t ring anyone, you can’t speak to anybody anymore and when you go into the health section you are just presented with a series of questions and end up going round and round in circles. My friends and I have used Just Eat on a few occasions over recent months where orders haven’t arrived and we have really struggled to get refunds. In fact on occasion my friend had to go to his credit card company and he got his money eventually by putting in a dispute. What has gone wrong with customer service in this country?

The app is usually good but god help you if something goes wrong. The problem with just eat is that it makes it almost impossible to get good service. If you order directly from a restaurant and there is something wrong with the food like it’s the wrong order or freezing cold or it’s been sat waiting for delivery for an hour you would complain directly and likely get a refund or replacement if it’s a decent reputable establishment. Just eat is the middleman that enforces what they consider to be the correct outcome often at the detriment to the restaurant and customer. For example, ordered a curry and a kebab from a restaurant with good reviews. It was late and freezing cold. I contacted just eat who refunded me a small percentage even though you really can’t warm a kebab up. I won’t order from there again but if I had been able to sort this out with the restaurant directly they would probably have refunded/replaced and I would have given them another chance. It’s also impossible to speak directly to a human now so you are pretty much on your own if there’s an issue. It’s really gone downhill and I feel sorry for the restaurants who have to sign up with them because of the monopoly they hold over the industry. To top it off and money they give you back is in ‘just eat credit’ so you can’t even make an informed choice about changing providers. Used to be a good service but it’s obvs got way too big and customer service has been sacrificed.