I was a regular user of just-eat.co.uk and recommended it to many colleagues who, like me, work away from home a lot, stay in hotels and quickly get fed up of the hotel menus. I did send them some detailed feedback suggesting how they could make their service more helpful to customers like me (adding a receipt option for example) – never got any response on my feedback though.
I recently noticed that there was a new option to enable you to store alternative delivery addresses so you can get deliveries to elsewhere than your home/base location (saves changing it for every hotel).
After taking advantage of this feature for the first time, I was surprised to get a call from just-eat.co.uk telling me that I had not provided a delivery address. The caller told me it was a bad line so I raised my voice and told him I would look up the address on the just-eat systems. The caller objected to me shouting at him and told me I should know where I lived. Clearly not understanding about the new option. I had looked up the full address details of the hotel when I filled in the delivery address but did not remember the details off by heart. He clearly thought I was being an idiot and threatened to end the call.
I persuaded him to stick around, looked up the delivery details on THEIR system and passed them to him. He made no apology for the fact that their system was broken. Food arrived on time and was great.
Filled in feedback form and sent emails and reminders. No apology, nofix announced, etc. Not great customer service. Does not bode well for the future.
I have done a look around and posted the above on a few feedback forums. I notice some people have had no problems and love the site, but there are a significant number of people who have experienced problems and suffered from poor customer service. A key part of the problem is that just-eat seem to take the position that they just pass orders to the restaurants and then it is nothing to do with them. Not sure they can do this legally actually, might be interesting to try.
There is an option to pay with a card when you place the order, but there is a small fee, and frankly I do not trust this option. Seems from other feedback that I was right. Several people have reported multiple-charges, difficulty getting refunds (when for example the delivery times given on the site turn out to be wrong so you have to cancel), and coincidental fraudulent use of the card numbers (I make no accusations here – just follow good practice with regard to when you give out your card details online).
I did really like the service originally as I find it so much easier to work online and browse a menu, select items and see the order value building up. I do now find myself uneasy about the future of this company though. Unless they improve their customer services and processes, they will stumble badly in due course.
