Unfair terms advice (that FTSE 100 takeway delivery co)

[hyphen]

Ok, So I was hungry, didn't want to cook and and so ordered some food on that well known FTSE 100 takeaway delivery company.

Food didn't arrive, chased them on the website and advised another 30 mins. So thought never mind, cancel it and make my own.

So online chat time. I ask to cancel.

They advised if you cancel, even though they have failed to fulfill their end of this contract, they will only refund 50% as "its a cancellation made 5 mins after placing order". Argued their fault, but "thats the policy" Paid on Credit Card and imagine it's below the write off amount so bank will just give back. But still pissed as this is a unfair term in my view. Plus hidden away somewhere in their t&c's.

So I ask for the complaint procedure. Advised the don't have one. Despite being an online company, no online complaints method, not email. "You need to ring the Headquarters, I can give you the no" is the only way.

I think OK, can you just cancel my account and delete my data. "Oh we can't do that, we need to call you" I say I don't wish to spend time on phone, they advise that that is the only way. I point out that I have, in writing, asked for cancel & delete. For them to say refuse is illegal.

Goes away, comes back, "ok can do this, will take 30 days".

I ask them to go ahead and confirm to me, "Oh I can only do this after the chat is finished." I ask what if they forget, "Wont" why not ask a colleague to do it ? "Its my ticket and can't be transferred".


I tell him or her that her employer is dodgy and they should find another job Get thanked for my suggestion

So chat ends. I click the button for email transcript. Nothing received.

Is it me, or is this company a bit dubious in their practices?

Obligatory sad face ==>

Edited by hyphen on Thursday 17th October 21:14

[anonymous-user]

Just doesn't make sense. Why charge 50% for food that didn't turn up?

[hyphen]

Ridiculous isn't it? Been ordering with them for years, and with the pricier takeways that insist on minimum £20 and a delivery fee.

You would think, like most online companies such as eBay, they would put the customer first. But imagine they see fighting for outlets as more a priority with Uber/Deliveroo on the scene now.

So instead of years of further profit, for the sakes of £15 (which I will get back!!) chose to lose a customer.

Googled and found some complaint bodies. So

-Have complained to ICO for their lack of ease of data deletion and asked that they advise if acceptable for an online company to not have a means to cancel online!
-Have complained to CMA for unfair consumer terms.

They haven't emailed the transcript though, which makes it more difficult to prove it all perhaps. But their website demonstrates it all, I have the email with refund showing 50% paid way after the time delivery was promised, which was also emailed to me.

Anyway, I'm done with them, hopefully one of these bodies takes it on, if not then nevermind. And now fed

Edited by hyphen on Thursday 17th October 21:50

[hyphen]

Checked emails again. and transcript came through which may be of use perhaps.

Edited by hyphen on Thursday 17th October 22:22

[anonymous-user]

Just seems wrong, I guess they argue the food goes to waste etc. I think they can charge a cost. Best bet is ttter.

[Chozza]

I'd never read their Terms before !

but they really do nothing for their % cut

you place the order .. we take your money .. the takeaway MIGHT accept your order , MIGHT deliver it , if its late we MIGHT contact them !

[Aluminati]

Learn to cook lazy bd hth.

[anonymous-user]

i used resolver to resolve complaints, works well.

[hyphen]

Aluminati said:

Learn to cook lazy bd hth.

Some people are witty, some people are not.

You are not, you unwitty bd. hth

[hyphen]

Thesprucegoose said:

i used resolver to resolve complaints, works well.

Just checked, for 'this company' they submit a complaint on your behalf and offer nothing more. But for the £15 in question, quicker to ring bank/write off.

I would be more interested in a means for them to be forced to change their ways, hence ICO/CMA complaints. If one of them agrees, then they will make them change. But a big IF, as a lot of these consumer protection bodies seem to have no teeth.

[SmoothCriminal]

They're scumbags had the cheek to charge an admin fee for card when that got banned they add on a 50p service charge.

Now if I want a takeaway I search on there, look at their menu and then ring up the restaurant direct to order.

fk em.

[anonymous-user]

hyphen said:

Just checked, for 'this company' they submit a complaint on your behalf and offer nothing more. .

If it's a crusade, fair enough, but resolver offers templates, fast reponse times, and lots of advice, like i said worked well for me as it has all escalation details on there, it is a very good tool.

[Pica-Pica]

hyphen said:

Aluminati said:

Learn to cook lazy bd hth.

Some people are witty, some people are not.

You are not, you unwitty bd. hth

I agree, not witty, but 100% correct.

[anonymous-user]

Pica-Pica said:

I agree, not witty, but 100% correct.

Would have saved 15 quid..

[hyphen]

Pica-Pica said:

hyphen said:

Aluminati said:

Learn to cook lazy bd hth.

Some people are witty, some people are not.

You are not, you unwitty bd. hth

I agree, not witty, but 100% correct.

It isn't. Ordering the odd takeaway once every few months has no relation to ones ability to cook, so "learn to cook" was a baseless assumption.

And he doen't know what was ordered, and therefore able to conclude if that menu can or cannot reasonably be created in a domestic kitchen that may lack the required equipment.

If anything, the lack of refund indicates that I was not flagged by this company as a ultra valued customer who orders daily. Doesn't it?

If he had said "should have cooked" then yes, but he said "learn to cook".

Not only not witty but 100% wrong too. And you with him.

Edited by hyphen on Thursday 17th October 23:49

[bingybongy]

11000 posts in 3 years.
fk.

[Pistonheader101]

Lol

[scoey1001]

Try foodhub instead. No service charge and regular discounts so will always be cheaper. Use code OCTOBER5 on their app for £5 off a minimum £10 spend (no I do not work for them).

[A1VDY]

Simple, avoid takeaways, it's full of salt, sugar and MSG.
Also, complain and it'll likely have jizz in it as well...

[MB140]

The old admin fee to service charge was the last straw for me.

Most of the local takeaways have online menus. I just call them up and a couple even take contactless when they deliver if your a repeat customer.

Stuff them.