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Complaining about customer service Deliveries Food from shops, hotels, restaurants & deliveries

Tasty solutions for food delivery troubles

How to complain about take-aways and deliveriespicture of Chinese takeaway food laid out on plates on table

Have you ever ordered a takeaway that has taken significantly longer than advertised to deliver?

Your consumer rights when your food delivery goes wrong

You are totally within your rights to reject the order when it arrives if it is not as you ordered. You have a right to a discount on the order if they decide to keep it.

pizza pieces Takeaway troubles? How to get your appetite back.In fact, if the delivery was so late that you had to order another takeaway at additional cost to the original order, you could argue that in law you are entitled to the difference too. One must be reasonable, so the delay would need to be unreasonable and within the delivery company’s control.

Any food delivery company not delivering when promised would be in breach of a number of laws.  Under the Consumer Rights Act 2015 (CRA) services should be carried out with information given verbally or in writing to the consumer which is binding where the consumer relies on it. Any service must be carried out within the agreed time. Secondly, The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) (CPUTRs) prohibit trading practices that are unfair to consumers and there are bans on Misleading Practices.

How to complain about your fast food delivery

You may already have paid for the delivery before it arrives and then find it difficult to get the refund/discount. Take a picture of the delivery with the time and making copies of any evidence showing the delivery time. (Always make a note of the time you placed the order). Then write to the manager of the company with who you paid the money whether this is the actual delivery company or not, your contract is always with whom you paid your money.

Give details of date, time of order and time of delivery with any evidence. State that the company is in breach of the Consumer Rights Act 2015 and The CPUTRs (using the information above). State that should you not be fully satisfied with the response then you will take the matter further which will include but not be limited to informing Trading Standards and detailing your experience on relevant review sites. You could even threaten the Small Claims Court but few people would carry this threat through! Quoting your legal rights in this way usually gets the redress you are owed!

Paying through an app? Your contract is always with whom you paid. So just like companies that try and fob you off and tell you to contact the courier when you’ve ordered something online… don’t be fobbed off re food delivery. Let the company you paid get its money back from the fast food place!

The same applies for other issues, such as wrong or missing items.

Taking the complaint further

If you are still unhappy you can always write to the CEO, contact details for CEOs can be found at www.ceoemail.com. The CEO won’t necessarily respond personally but the matter will be escalated and taken more seriously. If more people started to complain and assert their legal rights then service would have to improve or companies would go under from providing refunds and discounts. As for companies who repeatedly breach the CPUTRs a breach is a criminal offence. The maximum penalty on conviction is a fine and two years’ imprisonment!

 

Further help with complaining effectively

Restaurants, pubs, cafes and fast food delivery complaint template letters

Purchase and download Wrong Order – Fast Food Delivery template letter

Cover of How to Complain updated 2019 large cow logo

 

For more information, tips, advice, consumer law and template letters for most consumer complaint scenarios GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

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Deliveries Laws

How to complain about a non/late delivery

Goods must be delivered within the time frame agreed with the seller. If one hasn’t been agreed (you have agreed a time frame if the listing supplies a time frame) the trader must deliver ‘without undue delay’ and at the very latest not more than 30 days from the day after the contract is made. After this time you are entitled to a full refund.

If an item has been left and then stolen it is your responsibility if you provided details for a “safe place”. You are agreeing to it being safe! If there is a chance that it could be stolen don’t use it as a safe place! Common sense really! It has become your property as the retailer has left the item where you specified. You could possibly try and claim from your insurer.

 

 

 

 

 

However, if some fool has put it in a wheelie bin and it’s a bin day then the service has not been carried out with reasonable skill and care and you are entitled to a full refund.

A common mistake people make is to contact the courier and some retailers will try and fob you off and make you do this. However, your contract is with the trader, their contract is with the courier. Here is a template letter for when things go wrong with a delivery (put in your own information instead of the writing in bold).

Use “faithfully” when it is “Dear Sir/Madam” and “sincerely” where you know the name of the person to whom you are writing) and replace the bold with your information!

More information about your rights regarding buying online and deliveries can be found in Your rights mail order, online and deliveries.

If you don’t get a satisfactory response from the company contact the CEO. You can find the contact details for any CEO on ceoemail.com

You can purchase a templates for failures with Goods and services.

Cover of How to Complain updated 2019 large cow logo

 

For more templates, advice,information and guidance about your rights and the laws there to protect you from faulty goods and poor service see How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

How to complain about deliveries