BAD APP, HORRENDOUS CUSTOMER SERVICE AND APPALLING DECISION MAKING. This is for order 2261. I would like to make a formal complaint about a service I have received from you. On the 27th January, I placed an order with one of your restaurant. As soon as the order was placed, I followed the normal process to "add a dietary requirement". That process took me to your service and to one of your support team members. I explained the situation and asked him to share the restaurant's details so that I could contact them. As you can see from the recorded conversation, he gave me the WRONG phone number - instead of giving me the restaurant's phone number, I was given Deliveroo's number again. I called back and explained the situation and they then offered to call to restaurant, but given that that particular restaurant is very quick to prepare the order, by the time Delivery did the right thing and contacted them, it was too late. The order was received with the wrong dietary requirement, which meant that it could not be eaten due to allergies. When I then spoke to 2 of your customer representative to request the refund of that particular dish (NOT EVEN THE FULL ORDER), I was told that there was NOTHING that could be done (no refund and no compensation), even though the customer representatives CONFIRMED that the mistake had been on Deliveroo's side, during that first phone call. I would like to know how I can appeal that decision which is ludicrous. I did everything I was supposed to do through the app but unfortunately due to YOUR mistake, I could not add my dietary requirement and eat what I received. Given that phone calls are recorded and that the mistake is very clearly on your side, I would also like to know what I can do outside Deliveroo to take this matter further. It is a JOKE that you can agree that you made the mistake, that I did everything right and that you still don't take accountability by providing the refund of the order that could not be consumed. Please let me know how I can take this further, within or outside Deliveroo.