Silly Belly! Service update…
Wow so I guess that proves TV works!
It is never easy to admit you’ve made a mistake but honesty is always the best policy so here I go… Last night as part of our ongoing TV campaign we had lots of great commercials running. Sadly between 18.45 and 20:00 we were unable to keep up with the demand on our site and it fell over. We operated more like Belly than Brain!
As a result lots of you tried to grab a lovely takeaway from Just-Eat and were unable to get through. We are truly sorry for the inconvenience, hassle and disappointment you had if you were a returning customer or trying us for the first time.
There is no excuse and you can rest assured that we are fixing this quickly. We will make sure that the huge demand that we are experiencing will be met. As the meerkats said in their advert: we are now fixing the ‘computerthingameebob’ to make sure we have the capacity to deliver you a takeaway.
Amazing to see the power of television though and great to know so many people want to order a takeaway through Just-Eat.co.uk. Give it another go – it is the smart way…honestly!
Dear David,
TV maybe works, my experience over the past few weeks is that your service quite clearly doesn’t.
Last weekend, I ordered a meal, clearly stated the desired delivery time, it arrived 45 minutes early. I returned it, and was subjected to a tirade of abuse from the restaurant who accused me of lying about the delivery time
I spoke to one of your supervisors, who persuaded me that this was a one off. Like an idiot I believed him.
Tonight I ordered a meal for 20:00, order number 2876950, I even put in the notes please do not deliver before 20:00. It arrived at 19:20, was tepid to say the least, and the starter was congealed.
My dinner guests were faced with a disgusting meal than was completely ruined, or an alternative, ordering from a local restaurant, who don’t charge a debit card fee, and deliver in a timely fashion, hot piping food.
This is the second weekend your service has managed to ruin, there won’t be a third.
A furious and disgusted ex customer
Andrew Burns
none of the chat workers are answering me. as the site went down i ordered, but i didnt get an order confirmation, but the order came out of my damned bank accoutn for crying out loud
OK I can nderstand but when regular customers end up arguing with a restaurant it is not acceptable. We have used just eat for 2 years now and expect a standard of serice, if can not be delivered then we will not use just eat again
Well just eat has gone downhill somewhat in the past few months. I have been chasing an order that wasn’t put through to the takeaway by just eat for 3 months now, but can i hell get in touch with anyone. No one on message service, no one on phone and no one replies to any emails or messages left. How can i rate the customer service of just eat when i havn’t actually received any. Pointless. I now only pay on delivery, at least that way i pay after i get the food, so if it doesnt turn up it doesnt matter.
i am disgusted with the “service” provided by just eat tonight, they gladly took my money but failed to send my food order to the takeaway!
they refused to refund for me when i requested this!!!!
how dare they take money for goods which they clearly have no intention of delivering
i will now advise EVERYONE i know to avoid these scam artists like the plague
It goes without saying that we are taking all these issues very seriously and we are also very sorry for any of the problems you have encountered with the payment system. There has been a bug in the payment system that has caused an issue with a very small % of card payments. Rest assured that we always refund these payment errors whether we are notified or not as we can see in our admin systems, we will certainly have a fix for this error very soon as are working with our providers Barclays payment solutions to resolve this. Sincere apologies on behalf of all us at Just-Eat and if anyone does encounter this error please just write to info@just-eat.co.uk and cc me david@just-eat.co.uk and we will make sure it is corrected. Best Regards David Buttress
It goes without saying that we are taking all these issues very seriously and we are also very sorry for any of the problems you have encountered with the payment system. There has been a bug in the payment system that has caused an issue with a very small % of card payments. Rest assured that we always refund these payment errors whether we are notified or not as we can see in our admin systems, we will certainly have a fix for this error very soon as are working with our providers Barclays payment solutions to resolve this. Sincere apologies on behalf of all us at Just-Eat and if anyone does encounter this error please just write to info@just-eat.co.uk and cc me david@just-eat.co.uk and we will make sure it is corrected. Best Regards David Buttress
Hi jh, please see my reply to Martin Gent who had the same error as you. Sincere apologies for this, rest assured you will of course receive a refund. Best Regards David
Hi Neil, I totally agree and that is why the problems we are currently envountering i have been very open about on the blog. We hope to back to normal from later this week and our tech team are working on literally nothing else right now other than making sure the platform works perfectly. The issue has simple been caused by the success of the site and the pressure on the platform in peak hours of course that is not acceptable and why we are working 24-7 to fix it and fix it we will. Apologies once again, David
Hi Jamie sorry that you also experienced problems with your payment I know how I would feel if it happened to me and also money had been taken from my account. The payment should have been automatically refunded by our system but if not then please just write to info@just-eat.co.uk and we will make sure it is. The money isnt taken at this point in the payment process only reserved on your account, if the order does not go through the reserve is released and no money will ever be taken. Best Regards and Apologies David
Hi Andrew
Firstly let me sincerely apologize that is not the experience we want you or any of our customers to have. As a person who helped start Just-Eat in the UK it is very annoying for me personally to read about cases like yours.
We have over 4000 restaurants on just-eat and all of them are trained by us to look at the delivery notes and times. It is simply not good enough when a restaurant has poor operational practices like this as it damages our reputation with you our customers and of course their reputation as well! The reason the restaurants do this is because they are in a habit of deliver as fast as possible (average 45 mins) and often think (wrongly) that a fast delivery is a good delivery the second reason is because they simply do not pay attention to the delivery time which is back to my first point totally unacceptable. The reason that I have delved into the details in your order is because it is one of the key things that we want Just-Eat to give UK consumers and that is a overview of every takeaway in the UK in terms of three key dimensions;
1, Service
2, Quality
3, Delivery
As a customer of ours we want to empower you in two ways, one of the rating system on Just-Eat. There are literally 100,000’s of reviews of takeaway restaurants in the UK and that obviously helps all your fellow members when they make a choice of who to order with. We publish these openly good and bad!
The second thing we are in the process of doing is making algorithm that we will use to list the restaurants on the site from top to bottom in terms of their performance with Just-Eat of which delivery time being met is key along with quality. This is something that we will have later in 2010 and when we do we really hope that we will be able to show and tell UK customers everything they need to know about their local takeaways.
I hope this restores some of your faith in the process and what we are trying to achieve, we know it is not perfect yet the first part is in place but not the second but we will get there!
Apologies again…David
I had no problems with my order and loved the food, am i just lucky?
My order just arrived hot and in good time – but I had to ring the customer service number to get them to confirm it had been sent through because I didn’t receive a confirmation email. In addition, my other half’s card has been flagged for fraud and he’s got to cancel it!
same here its always bin good for me a whil on delivery but it works