I wish I had read the reviews before ordering. I would have saved myself utter shame and embarrassment. My sick gran was in hospital and called and asked if I could send her some KFC (cannot visit due to COVID regulations). No problem right? WRONG! Let me say that I used to use Just-Eat regularly for many years without much issue, but I found the Uber-Eats app approach better and so stopped using it for the last 3-4 years. I should have read the most recent reviews, rather than trusting past experience. I went online and ordered a meal for her, addressed it to the hospital and ward and gave her name and relevant information in the notes on the order. 19:36 - Order arranged, due to arrive 20:07. 20:07 - Site says the driver is collecting the order. 20:30 - Says driver is still collecting the order. 20:50 - Still says driver is collecting the order. Something must be wrong. 20:51 - Try 3 times to get through to support (only web-chat available at this time) 20:52 - After the 2nd operator who wrote he just needs to read the notes, didn't respond for more than 5 minutes. 20:55- Get through to Jazelle, explain the issue and that my sick Grandmother has now gone to bed hungry and that I would like a refund. The order was more than an hour late and still hadn't arrived. The operator was combative at first, then relented to offering me a £5 discount and to wait 20 minutes more. It's like people are too dumb to understand. SHE HAS GONE TO BED. She will not be eating now! She insisted and I remarked that nobody will be able to receive the order. She then advised that they can only refund 50% because the restaurant had already prepared the food, but there weren't enough drivers to deliver it!? For real? Why let me order then? Or have me hanging around whilst my grandmother grows hungrier. I quoted the Sale of Goods Act 1979 that has now become encompassed into The Consumer Rights Act 2015 and that I was that annoyed that I would seek legal action on principle. Still to no avail, until I mentioned I will charge-back. She left the conversation. 23:29 - I get a call from Maria who says the driver has arrived at the restaurant which is now closed! Are these people really serious? They must be kidding? Can they be so incompetent? Maria was a little better at customer service than her previous colleagues. But did offer me a full refund and £5 compensation. Too little too late. Full refund was the decent and proper thing to do in the first place. Now I've spent several hours annoyed and feeling I've let my grandmother down. You can't buy trust. I don't trust them and I'm not willing to ever again. Once I get me refund, I'll deactivate my account and vow never to buy from these crooks again. Do yourself a favour, buy from someone else. Not Just-Eat. You have been warned. Transcript Chat started on 05 Jun 2020, 07:55 PM (GMT+0) (07:55:56) *** Visitor 41800625 joined the chat *** (07:55:56) Visitor 41800625: Hi, my name is Darren Starr and I've been talking to your bot. Please have a look at the chat summary. The bot has connected me with you to help me further. (07:55:58) Just Eat: We have shared answers to some FAQs relating to Just Eat and Coronavirus (COVID-19), Please visit our help page for more information. For all the latest official information on Coronavirus (COVID-19), please visit Public Health England and NHS websites. (07:56:15) *** Jazzelle A. joined the chat *** (07:56:31) *** Visitor 41800625 has rated the chat Bad *** (07:56:39) Jazzelle A.: Hello, you are through to Jazzelle A.. (07:57:11) Visitor 41800625: Hi Jazelle, I hope you're better than your useless colleague before. (07:57:47) Jazzelle A.: I'm so sorry about that. How may I help you today? (07:58:00) Visitor 41800625: I ordered KFC over an hour ago. it never arrived. (07:58:18) Visitor 41800625: it was for my sick gran in hospital. (07:58:47) Visitor 41800625: trying to find out what happened is really frustrating. I want a refund please. (07:59:24) Jazzelle A.: I'm so sorry to know about the late order. No worries, I can help you with that. (07:59:38) Visitor 41800625: pls check (07:59:54) Jazzelle A.: Please allow me 3-5 minutes to check on the order details. (08:00:01) Visitor 41800625: OK (08:00:11) Jazzelle A.: Thank you. (08:03:24) Visitor 41800625: any news? (08:03:51) Jazzelle A.: I am still trying to reach to our delivery partner. (08:03:57) Visitor 41800625: ok (08:04:03) Jazzelle A.: Please bear with me for another 2 minutes. Thank you so much. (08:05:43) Visitor 41800625: OK (08:05:52) Jazzelle A.: I really appreciate it. (08:07:38) Jazzelle A.: Thank you for waiting. I was able to get in touch with our delivery partner. It shows that there is a hard time looking for a driver for your order because there is a high number of orders and a limited number of drivers in the area. Hopefully, it has already been assigned and should be delivered within 15-20 minutes. (08:07:42) Jazzelle A.: As your order is late what I can do is offer you a £5.00 account credit for the inconvenience caused. You will receive an email containing the account credit right after this conversation (08:08:42) Jazzelle A.: Once you receive your order, you can give the restaurant your feedback by leaving a review on the Just Eat website. We discuss reviews, good and bad, with our restaurant partners so they can improve their service. (08:09:13) Visitor 41800625: but how we know for sure that good will be delivered? (08:09:59) Visitor 41800625: it was supposed to be delivered 1 hr ago (08:10:35) Visitor 41800625: please refund us (08:10:59) Visitor 41800625: our gran will be going to bed hungry (08:11:47) Visitor 41800625: no updates or anything. horrible service. (08:11:59) Jazzelle A.: I understand. I am really sorry for the inconvenience. (08:12:26) Jazzelle A.: If you want to cancel this order. You will be refunded 50% of your order and the other 50% will go directly to the restaurant since they have already started preparing your order. And it is a compensation for the time, ingredients and effort that has been wasted. (08:14:18) Jazzelle A.: Rest assured our delivery partner has already assigned a driver to deliver the food. If you still won't get it after 15 minutes you contact us back. (08:14:25) Visitor 41800625: by law under the Sale of Goods Act and consumer rights act I have not received a good or service that I have paid for. I want a full refund (08:14:41) Visitor 41800625: do you not understand she cannot eat it now she has gone to bed (08:14:53) Visitor 41800625: they should have delivered it on time that's not my problem (08:15:10) Visitor 41800625: a little late is acceptable not one hour (08:15:45) Visitor 41800625: I promise you now I will begin proceedings tomorrow (08:15:55) Jazzelle A.: I totally see where you're coming from. This is not the service that we would want you to experience. (08:17:15) Jazzelle A.: Please give me another 2-3 minutes to check other options here. (08:17:23) Visitor 41800625: this is my sick grandmother in hospital going to bed hungry. somebody could have informed me about to delay but instead nothing that is not my fault or my problem (08:18:08) Visitor 41800625: what other options? she has gone to bed. (08:18:55) Jazzelle A.: I'm very sorry for the inconvenience. As much as we would love to cancel this and process a full refund, we cannot override the process as well. I hope you understand. (08:18:58) Visitor 41800625: do you want to wake her in hospital to feed her? I am screen shotting this to put on social media. (08:20:17) Visitor 41800625: We will see. She will not get the food. You have failed to deliver. that is your liability not mine. (08:21:12) Jazzelle A.: I sincerely understand your point. I would really love to process a full refund for you. (08:21:50) Jazzelle A.: I would advise to contact us back after 10-15 so that we can provide further assistance. (08:21:51) Visitor 41800625: Actually, I'll charge back my credit card. (08:22:28) *** Visitor 41800625 has rated the chat Bad *** (08:22:41) *** Jazzelle A. left the chat *** (08:22:55) *** Visitor 41800625 left the chat ***