Completely the wrong order was delivered on Thursday. At first I thought a bag was missing as the chicken and kebabs wee missing. But the driver did not have another bag. Forgetting a bag is a common oversight of busy drivers and understandable. The platform handles the refund of partial items well usually in my experience. But on this occasion when an order of probably less than £15 was delivered instead of my £68 order it did not. I reported this to support on the deliveroo website following their instructions. I had to upload a photo of the items delivered and was asked to include the receipt delivered with the food in the photos. No receipt was delivered with this order which partially explains the drivers confusion when I challenged him on the accuracy of my order. On Thursday the deliveroo customer service agent eventually agreed via chat that the wrong order had been delivered and offered to cancel my bank payment in full saying this would take 2 to 3 days to process. An hour later I receive a delivery email. You have been refunded £18.
I emailed back explaining this is not what was agreed and is insufficient. Today two days later I receive a terse email stating I need to supply photos. They clearly had not reviewed the case notes at all and were following the standard script. I responded in kind. Another terse, unhelpful, I'll thought out and devoid of any common sense email arrived. Demanding more photos of the order to show it was not what I ordered as suddenly I had failed to supply enough photographic detail and had not included an image of the receipt. The receipt which was not delivered, that I do not have. I enquired how I perform such magical time travel to photograph short life food that was thrown away two days ago and manifest a receipt from this vast intellect via email.
Conclusion never order from deliveroo again it's hopefully soon to enter administration through sheer incompetence and the rudeness of it's staff. I feel for the drivers he was the only one who apologized in all of this and I feel sure it was not his fault.
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