Deliveroo app crash leaves customers furious as some are charged SEVEN times
Problems Deliveroo users say they experienced included being unable to place or cancel orders, food arriving hours late, and being charged multiple times for the same order
DELIVEROO customers have taken to social media to complain that they've yet to be refunded after the online takeaway delivery service suffered a string of mishaps over the weekend.
Problems included users reporting that they had been double or triple charged for food, while one claimed to have had a .
Other gripes included being unable to place or cancel orders and food arriving hours late.
When users tried to contact the takeaway app to complain and to find out how long their food would take to arrive, they found they were unable to get through.
But more than 24 hours later, and some customers say they've yet to be refunded.
Below is a selection of just some of the complaints we've seen:
Deliveroo says the issue has now been resolved, but it's still in the process of contacting affected customers.
It's also unclear what the delivery firm's stance is on refunding customers whose orders did arrive - albeit hours later than expected.
But on a more positive note, some users report being given £5 off vouchers as compensation for the rocky service.
A Deliveroo spokesperson told The Sun: "We’re sorry that a number of customers experienced difficulties with the site on Sunday evening.
“We are in the process of providing refunds to customers who were charged for a duplicate order.
“We are constantly working to improve the customer experience and no-one has higher expectations for Deliveroo than the Deliveroo team.
“Delivering the best service for our customers is always our number one priority.”
Deliveroo added that customers who received late orders will also be refunded, as will those who incurred additional expenses - for example if multiple payments were taken and this pushed you into a fee charging overdraft.
Submit a complaint to Deliveroo by mail, phone or live chat.
Deliveroo refused to tell us how many people were affected and how exactly the issue occurred in the first place.
How to complain
HERE are some tips from consumer group Which? for getting a complaint dealt with.
- What to do first: Write to the customer-services department politely and objectively, so you have a written record as evidence. Then escalate it if you're not happy with the response.
- Quote the relevant laws: The date you made the purchase determines which legislation applies.
If you bought your goods any time from 1 October 2015, then the applies.
If you bought your goods on or before 30 September 2015, then the will apply. - Be clear about what you want: Say what you want to happen - refund, explanation or apology.
- Be firm: Say what you will do if not satisfied with the response, such as going to the relevant ombudsman or small claims court.
Popular money news
In other takeaway news, Deliveroo reveals what Brits REALLY eat abroad.
Plus, you can now get a Subway delivered to your door with Just Eat.
But be warned - cheeky delivery drivers have admited that they eat a bit of your takeaway while bringing it to you.
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