I am a loyal customer of Deliveroo for many years.
An hour ago, I ordered some food from Stick N Sushi for 50+ pounds. I put down the wrong address and I noticed immediately and I tried to contact the rider. The rider didn't pick up any of my calls. I also messaged him to ask if he could deliver to the correct address. He said that he is unable to come. We told him we will come immediately and we asked if he could leave the food at the reception. He ignored our request and waited until time was out (obligatory 5mins waiting time) and took the food and left. He also did not tell us that he was just going to take the food away for himself, although we told him to please leave it at the door or at the reception and that we were on our way to pick up the food. We arrived 3 minutes after he had left and there was no food because he didn't leave it but took it away with him.
I asked on the Deliveroo portal and they said that the rider should leave the food at the reception if there is one. Only if there isn't a safe place to leave it at, then it would be returned to the restaurant. We also called the restaurant, and they said that no rider came to return any undelivered food.
We should be charged for the delivery if the rider ignored our request to leave the food at the reception and simply did not respond to our messages and left with the food. This is absolutely ridiculous as we began requesting this immediately after he had arrived and the reception is 10 metres away so I am sure he had enough time (5 whole minutes) to walk 10 metres to drop it off at the reception. We even ringed the reception to notify them of a Deliveroo delivery. Yet, we did not see anything at the door or at the reception. It is truly unfair and ridiculous that we have to pay when he could simply leave the food at the reception which we have requested, and he had ignored. Please see attached photo evidence of us arriving at the door and our Uber receipts for going all the way over to collect the food only to find that he had not left the food (because he ignored our message and refuse to leave. Not because there is no safe place to leave it or we didn't request this).
Please give me a satisfying resolution for this matter. Thief!!!!! 🐍
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