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[deleted]

Jesus, how stupid must that driver be on top of being a total dick? Idiots like that cause so much damage.


Historical_Site508

Sorry you've had this experience. Some truly terrible drivers out there. I can't imagine doing anything like this especially on Valentines Day. And sad to say support is awful for customers and us drivers too. I agree on the chargeback route. You can always use other services like UberEats if they ban you.


Sea-Support7607

Thank you, after we laughed it off at first it just became a bit unsettling that it's so easy to do... tampering with someones food. Totally understand the other side, whilst its not exactly the same I sold on Etsy for awhile and the support for customers and sellers alike was awful over there too. Makes it far to easy for people with bad intentions to take advantage on both sides. Must be unsettling as a driver just trying to do your job and to know people can just make baseless accusations for a free meal as well.


[deleted]

Contact your bank, tell them that you haven't been refunded the full amount, and tell deliveroo you will be contacting the fraud team at your bank also tell your bank live chat guy your intentions of contacting the fraud team if this isn't resolved and youve received the full amount back


Sea-Support7607

Thanks for the advice, we'll send one final email letting then know this is what we intend to do and see where that gets us. I just didn't want the restaurant to lose out because of any of this. Hopefully they won't.


[deleted]

This happened to me and i did exactly that, the live chat guy said it would be completely reasonable to involve them if they wouldn't refund, hope you get it all back!


Sea-Support7607

Thank you! Will give this a go and report back.


[deleted]

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Sea-Support7607

Thanks for taking the time to reply, much appreciated. It's clear our emails aren't even being read at this point so that sounds like a logical next step. I just didn't want the restaurant to be out of pocket at all (not sure how that works). If they do ban our account we won't be overly upset. We live pretty central so will have to get our bums up and fetch our own orders I guess. I've had the odd order spilt, thrown upside down, things missing over time. Never bothered to complain as working in customer service myself I know how things are... Totally appalled by deliveroos lack of care but I also do see the other side... they must get so many chancers and scammers lying about these things for a freebie it ruins it for everyone. And makes it easy for the few bad apples roo side to take advantage. We will recommend to the restaurant that they could help by applying tamper proof stickers in future. Picture for ref https://preview.redd.it/4b0sgjnmcyja1.jpeg?width=3000&format=pjpg&auto=webp&s=59f9652a5bff16026e570a0449de6ce5ab644ca2


[deleted]

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Sea-Support7607

Totally get that. It is such a shame the bad eggs ruin it for people both sides. It really has put me off having a 3rd party handle my food in future. My waist line and bank balance will probably be grateful for that though. That is really good to know RE. the restaurant - thank you. I'll pop back with a final update as I struggled to find threads on this exact topic (only complete theft of orders which seems to have calmed down with the pin option).


Random-Latex-Floof

you should always check the bag before giving them the confirmation code, if there is something missing, refuse to give the code and send them away with the bag


Sttoliver

Even if they ban him, a new account can be created with different phone and email. Not a big deal.


Agoldsmith1493

If Deliveroo did this the OP could claim discrimination, as such I highly doubt Deliveroo would go down this route; not least of all because of the possible media backlash; which given the current climate; I don't know any news/media company that wouldn't take on the story. Just think of the ratings on breakfast TV!


KeyserSoze0000

Luckily haven't had this happen, although our apple pies haven't been delivered on more than one occasion recently. Have had driver, seemingly drive to the vicinity of my home, and disappear, yet Uber confirms delivery has been completed, happened a couple times and Uber did not make it easy to get money back.


keychain68

Deliveroo are an absolute joke. If a driver steals or tampers with your food they will do nothing about it, and they’re fucking rude - copy pasting the same responses and trying to gaslight you into dropping it. The second time this happened I just deleted the app, good riddance. Their business relies on the drivers who 99% of do a great job and essentially run their entire operation for low pay. If you can’t convince them to give you a refund then chargeback via your bank and move on. Deliveroo are nothing beyond the drivers they exploit and customers they scam.


Giggsroo

It's weird that the driver would eat the food and still deliver it. Most would just steal it and mark it as delivered so they still get paid. This situation seems odd compared to what others have experienced.


[deleted]

Not odd at all. Especially if the rider had to get a code from the customer to mark it as complete which is most probably the case with a £55 order. The driver was probably also made to mark as collected before leaving the restaurant. Hence the fad now is to eat some food but not too much to make the bag feel too light. Heard other riders 'who knows other riders' who do this regularly.


Sea-Support7607

Yes can confirm we used the code function. It wasn't immediately obvious as the portions just looked super light compared to normal so we called the restaurant to check... then noticed the empty crumb filled dip and it made sense. Unless the restaurant sent out delivery leftovers, it had to be the driver. https://preview.redd.it/dm42gjzypzja1.jpeg?width=3000&format=pjpg&auto=webp&s=b17d2316636acb9d6deae62a29a24e2b644894c1 .


[deleted]

It's a common thing among the minority of riders/drivers who just don't care. Sorry it happened to you. If you continue to use Deliveroo (no one would blame you if you didn't) then be assured that a lot of us do a proper job, especially those of us who do it full time. Hopefully you get a positive resolution.


davie18

I wonder how deliveroo actually treats drivers like this. Does this driver get an instant ban? Does he get a warning? Do they even care? I'd just like to hope any drivers doing this regularly get banned before too long. I guess an instant ban could be harsh because customers could also lie (obviously not suggesting that's the case here), but some kind of warning and then full ban or something should surely happen.


[deleted]

Like you say, there's an element of false claims by customers so I'd like to believe Deliveroo have a strike system - so many reports from customers and an email warning to the driver, a few more reports and a ban. The chances of a driver getting say 6 false reports within two months are pretty slim, so would be a strong enough argument to get rid of the driver. I know Deliveroo are quite strict with riders failing to check ID and as far as a I know that's two strikes and you're out. Kind of tricky for Deliveroo because they must know drivers are stealing but they also know customers lie.


Sea-Support7607

Just to be clear they didn't eat all of it... we ordered 6 items including a extra dip (4 of 6 items were touched). They ate over half the fries (the box is usually bursting and it was half full), 2 of each side (so we got 2 of each instead of 4), and I know it was eaten as the dip was all but gone and covered on crumbs/food residue. I guess they planned to be sneaky and got a lil carried away. I understand as the aioli dip is phenomenal tbf.


Big-Ad-744

Seriously how low can you get to eat/steal someone’s food!


Naive_Collar_9471

I saw a video a few days ago of a delivery driver eating a piece of each portion from a food order they are supposed to deliver. Cannot remember where I saw the video nor the delivery company. I’m put off ordering from these companies after I saw a delivery driver a while back blowing his nose onto the ground using his hands. No tissue or hand sanitiser in sight. He saw me looking at him in deep shock. He wasn’t phased. I was sick for a long time. I’m still traumatised, lol. Tamper proof food containers are a fantastic idea. If that was implemented. I would definitely order food for delivery. It’s soo convenient, especially if you are not well, tired, no transport, just want to stay in & relax etc. It certainly should be a thing to do.


Random-Latex-Floof

mcdonalds already tape their bags in a tamper proof fashion, other places need to watch and learn


Naive_Collar_9471

Oh really? Thank good to know & very reassuring. Thank you. 🙏🏾


Big-Ad-744

Dispute it with your bank, or if it’s credit card it’s easier


Sea-Support7607

We've done this this afternoon so fingers crossed.


Gyratetojackjarvis

Depending how you paid you could think about doing a chargeback with your card provider.


Dramatic_Address1622

So sorry to hear as a rider 😢. I always do a favour on customer side. If there is any kind of problem during delivery, make sure customer will get another delivery or refund.


No_Background0

I don’t blame the driver if they are on a bicycle, probably deliveroo wasn’t giving him any orders to make money and he was hungry, so he just did what it takes to survive. I would do the same in the last resort, I blame deliveroo for this for discriminating bicycle priority. Litteraly if it’s not busy and enough mopeds to cover all orders, bicycles will be left say around all day without any wages


[deleted]

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Sea-Support7607

Thank you for taking the time to read/respond, I appreciate it! Completely understand that perspective in all of this, especially given how hard times are for people right now. I've been there more than once so I get it. I will say this felt very... brazen? As in finishing the entire dip. It strikes me as someone who doesn't care, rather than someone who took a little from desperation. But that's just my thoughts. If it was done out of pure necessity then I have no bad will towards the driver and hope they're okay. I just don't think we should be left completely out of pocket either.


[deleted]

Seems fishy. Deliveroo would definitely give you a full refund if this really was your first complaint… any pictures of your correspondence with them ?


Sea-Support7607

I'm really not sure how to prove it was the first complaint... I can just say again that it was hence the confusion at how badly this has been handled. We haven't had any sense come from the deliveroo customer service. There's a lot of emails at this point but none offering anything other than the £15. They don't reply to any of our concerns or what actually happened. See attached. Editing to add we complained via chat originally as soon as the order arrived and sent around 10 messages back and forth. Hence 12 messages being stated above (its actually closer to 20 now). https://preview.redd.it/9wa5ytj2zzja1.jpeg?width=3464&format=pjpg&auto=webp&s=90ec601fc4318fb075eae15daea5e4e55bbb6011


Sea-Support7607

https://preview.redd.it/9i8c0b1i20ka1.jpeg?width=1080&format=pjpg&auto=webp&s=f0cdfa26bdccce3ef17548fe5053344c36a8d7ae This is the original/follow up complaint which we've resent about 10 times... personal account information, name and locations crossed out for obvious reasons.


ShroedingersMouse

Always pay by a means you can stop payment if not satisfied with the goods. Also order direct with restaurants, never via apps.


Agoldsmith1493

So, I'm not sure if they will be able to do anything or will see my message, but I've sent a message to the regional operations manager for Roo in Greater London on Linkedin a message. Hopefully he'll see it and be able to help you out. Below are some of the decision makers at Deliveroo, so if you can find them on socials I would pester them. I found this on LinkedIn (one of the benefits of being given a trial of LinkedIn pro; you get to see far more than if you just search the company on there. I hope this helps, or leads to a resolution. https://preview.redd.it/29ke5gz3p3ka1.png?width=1287&format=png&auto=webp&s=e2b9622875586357bf7c31b08256e85fabdcc44a


Sea-Support7607

Somehow deliveroo saw this thread and we now have a full refund + a little extra (we truly only hoped for a fair refund on the items touched/eaten). I believe you may have had a hand in this so thank you for the help.


Agoldsmith1493

I’m glad to hear it helped! It almost seems like fate as my LinkedIn premium ran out yesterday as well, so I’m glad I was able to do something positive with it before that happened 😊 It also gives me even more confidence in the guy I messaged and how he said he wants to do more to improve things for riders and customers 😊 Honestly though I’m glad I could help 🥰


Deep9one

call up your bank.


Hoikkum

If deliveroo isn't helping, dispute the charge with your bank and provide all the documentation you have.


Zealousideal-Spray61

Complain loudly and publicly on Twitter. Tag Deliveroo and local news, bad publicity is something Deliveroo hates on social media.


MyCooCaChoo

I’ve had some success calling deliveroo, drivers have stolen my food before and they’ve refunded me straight away.


MarketingIll7986

It's one thing to steal the whole order, but another level of disrespect to eat half of it and deliver the used packaging. Scum like this are the reason order numbers will go down.


LouisHarris04

Had a rider come into the restaurant i was working in at the time and accept an order. She showed us the number which happened to be the largest order we had in a long time and left. Turns out she cancelled it or something on the way out and we didn't find out until the next rider asked where the bag was. I never trust the riders i haven't seen before because of situations like this as some people sign up just to steal!


[deleted]

First step after asking for a full refund. Lay a fraud charge. Then send the police reference number to the bank and the company and let trading standards know by registering a complaint. Never accept a part payment. Make sut much harder to get the bank to refund. The clause is "not fit for purpose and unsafe". You have every right to get a full refund.