He listened to me patiently, apologised for the experience I had, and issued me with a £15 voucher.

He also assured me that the bug I had experienced would be drawn to the attention of the development team as a priority. He was going to do some tests himself first including using the address I had had problems with. He also said that he would feedback to the customer services team with a view to ensuring all staff were trained to provide an appropriate level of service and were fully aware of the capabilities of the just-eat offering.

Regarding the lack of response to my original form submission and subsequent silence in response to the emails I sent, he indicated that they had only very basic email capabilities at the moment (probably less sophisticated than I personally use) and certainly no helpdesk/support type tracking system or CRM capability to help manage customer communications. Given the number of opensource and low cost solutions out there, I think this is very disappointing. If ever there was a service that needed to be on top of customer communications it must be surely one offering to get hot food to customers quickly.

My contact also advised that having a remote development team was also proving to be problematic and that they were looking at bringing some capabilities in house to the UK.

I hope they do improve things quickly. There are plenty of other players out their snapping at their heals who will be keen to overtake them.

I made an unusual offering. As I have appreciated the service in the past and wish them well, I offered to provide some help to them should they want it. Whether this is in the form of reviewing their website, participating in some kind of user forum, or reviewing their approach and processes I don’t really mind. It will be interesting to see if they take this up.

While Just-Eat are the largest UK portal it stands to reason that through the law of averages more people will have complaints about them. It does concern me about their lack of responsiveness when things go wrong as is demonstrated by various tweets & blog posts.

I think that not answering customers emails is inexcusable.

I work for http://www.e-resistible.co.uk/ and can definitely say that every customer’s email has received a reply, very often within minutes.

Customer service has become rather more important for web based businesses. Gone are the days of a person just telling their friends, now they can blog about it and tell everyone!

Thank you for your email and conerns regarding the address facilty i have forwaded your enquiry onto the customer service department and technical team.

We are eager to make everyone happy when it comes to using our site and and service.

I am very sorry you did not feel you had the best service from us. I have escalated this issue internally and someone will be in touch with you.