This is my email to them: Dear Just Eat, I would like to understand your service a little better. I have already contacted trading standards about your poor service (they are quite busy so I've been advised to wait a few weeks for a response) but I wanted to understand how or why you believe your treatment of me is acceptable. Scenario: I have received many bad orders from multiple restaurants over the past few weeks. You do not provide a direct contact number to the restaurants WHY IS THIS? It would be so much easier that, when I receive a bad order, if you provide their contact details, I could contact them directly and resolve the issue. Due to your restrictions, I am not able to, so I have followed your guidelines and asked for refunds from you. This is not good service, when I order food, I want to eat the food, when the food I order doesn't arrive - I DON'T WANT A REFUND, I want the food I have paid for. A refund in 2 weeks time does not help me in any way. I have done as you asked - but as you just blindly offer refunds without investigating it (this is entirely your own fault as these are your policies, not mine or the restaurants), you are now saying that I am not entitled a refund because I have received too many bad orders in the past. THIS IS THE QUESTION I HAVE ASKED 3 TIMES ALREADY AND HAVE NOT YET RECEIVED AN ANSWER: Why do you consider me getting a refund for a service not carried out as "compensation" you have never, not once given me "COMPENSATION" You have only given me refunds as is required by "the Supply of Goods and Services Act 1982. The act states that you should expect the 'services' to be carried out with reasonable care and skill within a reasonable time and at a reasonable cost. Any food delivery company not delivering when promised would also be in breach of the Consumer Rights Act which says services should be carried out with information given verbally or in writing to the consumer which is binding where the consumer relies on it. Any service must be carried out within the agreed time." I find it in very poor taste that I have had to make so much noise about this and I would like to understand how you think you are entitled to keep my money without providing the product I paid for. I have a photo of what I received - I have sent you the photo of the item I received. It was not what I paid for and therefore you are required, BY LAW, to return my money. Your delivery drivers do not wait long enough for me to check the food - plus, do you expect people to unwrap their entire meal on a doorstep? How silly is that? Over the past year, I have spent between 1,000 and 1,500 pounds (shamefully) on your website - after your injustice, I have not used you once - unfortunately, my idiot housemate used my account by mistake a couple of days ago, however, that is not going to happen again as I removed his access. The bottom line is, this has already cost you more money in lost revenue as I am now using your competitor (uber eats). The thing is, I could understand it if I had not provided you with a photo as proof of what I received. You know I am protected by the supply of good service act 1982. All of this being recorded and passed to trading standards, so why on earth are you doing this? I also agree, I have asked for my money back a lot. But what does this say? It says you are providing a sub-par service. This is what needs to be addressed. I am a very good customer who (used to) spend so much money with you - I have received many bad orders for you, and for some reason, you penilse me? AS IF IT IS SOMEHOW MY FAULT? PLEASE ANSWER THIS: HOW CAN I PREVENT THE RESTAURANT FROM GIVING ME THE WRONG ORDER? HOW IS THIS MY FAULT? WHY DO YOU THINK I SHOULD BE CHARGED WITHOUT RECEIVING MY ITEM? You need to address yourself here and take a look at your policies. I have taken a lot of time to write this email, as I have done with all my previous emails. I would appreciate someone actually taking the time to read and respond to this email in the same manner. Your previous emails have been almost rude - you have not once answered a single question I have asked. You have not addressed a single issue I have raised. You have not even mentioned the photo and why you believe you are within your rights to steal my money. You are thieves and I will not rest until this has been resolved. Danny