I found a piece of sharp metal wire in my food. I reported it to Deliveroo, and while they said they would investigate, they also told me “we cannot provide you with a refund at this time.” I asked them again much later, and they said the same again - presumably the “investigation” would have been concluded at that point. They actually didn’t seem to be aware that I ever even reported in the first place. The restaurant itself even told me personally that I should get a refund and held their hands up to the error, but without deliveroo they could not issue it. Deliveroo never gave me any reason for the lack of refund. To reiterate - I found a piece of sharp metal wire (from a grill brush, most likely) in my food. It was in my mouth when I found it. It could have caused serious internal injury, and they just did not care. I provided photographic evidence and everything. Because they didn’t give me a reason, I can only assume they wouldn’t refund me because I had had another recent refund for some undercooked food. It looks like if you have one issue with a restaurant, it invalidates any issues you might have soon after that. But I order a lot, so it’s not surprising that eventually I would have two issues close together. I’m sure they claim to care a lot about customer health and safety, but the reality is they just don’t. I was met with cold indifference at every stage of the procedure, by every person who spoke to me. Nobody engaged with the issue, and it looks like they didn’t even file a report or do an investigation, or even contact the restaurant. This wasn’t an issue of food quality or anything trivial - it was something that could have put me in the hospital. So, since I have absolutely no recourse within their customer service system, all I have left to do is share my experience publically, cancel my Deliveroo Plus membership and delete my account, presumably costing them much more in future revenue from me than the refund ever would have cost them. A shame, as I used the app multiple times every week, but thankfully there are alternative services.