1 /5 Gionatan Didonna: I am extremely disappointed with my experience tonight. I placed a £60 order at 7pm through Just Eat, and my food never arrived.
After waiting a long time, I called the restaurant for an update. The first time I called, I was told the driver would be there in five minutes. I said that was fine and continued to wait. Another 20 minutes passed and the app still showed that the driver hadn’t even collected the order.
When I called again — 45 minutes later — something felt very dodgy. While I was on the phone, the actual driver arrived at the restaurant and the lady had to tell him that my order had already been taken by someone else. So why was I told earlier that the driver would be there in five minutes? And how was my order supposedly taken by someone else almost an hour and 45 minutes after I placed it? It makes absolutely no sense.
I was then told there was “nothing they could do” because once the food is made and handed over, it becomes the app’s responsibility. But that’s not entirely true. It is also the restaurant’s responsibility to hand the order to the correct driver. My food was given to the wrong person — that is not just the app’s fault. That is a serious mistake on their part as well.
I even offered to come and collect a newly prepared order myself, but they refused, saying it would be too expensive to remake the food.
I understand that they prepared the food and unknowingly gave it to the wrong person. I’m a very understanding person, and I do get that mistakes can happen. But they also need to understand that I never received my order, and I was left without any solution. I wasn’t asking for anything unreasonable — I was simply expecting them to meet me halfway and prepare the food again, especially since I was willing to go and collect it myself.
Instead, I was left without £60 worth of food and without dinner. No accountability, no proper solution, and a very frustrating experience overall.
Completely unacceptable.
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