Photographer of Families, Small People and Delightful Places, Travel and Lifestyle Writer and Blogger, Lives in Newcastle, Loves the North, Often Accompanied By A Beagle Named Holly Bobbins

Friday, March 17, 2017

An Angry Rant About Deliveroo


An Angry Rant About Deliveroo, Mandy Charlton, Photographer, writer, blogger, byron burger, food ne, newcastle upon tyne


Now I'm not someone who gets angry about things, usually, I get a little sad and disappointed but what's happened tonight with Deliveroo has me more than irked, if I was an average Joe in the street I reckon I'd be apoplectic with rage right now.

You see, there are so many issues with Deliveroo but my son deserved a little treat and Deliveroo was what he requested.  This is the first takeaway we've had for months so I was quite excited

So in case you've lived under a rock, you'll know that Iain has Aspergers, this means he has a restricted diet and likes things the way he likes them, tonight he said he fancied a Byron Burger, so we ordered, except there was no option to remove the various sauces so I emailed and got a reply that because they were so busy I needed to start a live chat, I did that and requested the changes and 25 minutes later our burgers arrived....Cold!

The burgers were cold, inedible and had extraneous Gherkins in the box even though I'd requested no extraneous items, you can't imagine the meltdowns this kind of thing has caused, I know to you and I it might be a small thing but to someone with autism, it's a whole lot more serious.

I contacted Deliveroo and spoke to Ramil, I explained the situation and requested replacements, preferably hot ones, I told him if we were in the restaurant I would have sent them back without question and I rarely complain in restaurants.  Ramil said that he couldn't get replacements as the restaurant were not responding so we could have credit which would expire in 3 months or a refund but that takes 3 days, as Iain was still without food I requested the credit and then we started all over again.  
So this time we ordered from Iain's favourite restaurant, Wagamama, he loves Cha Han with no mushroom, mange tout or spring onion but there was no option or notes section so we could request that so I had to order and then go back into live chat again, this time Abylane was on hand but he said "It's just as well I got through to the restaurant before they started cooking"  now hang on a minute, there's no way for me to order and request changes before I pay so what the heck am I supposed to do?  I mentioned this and he suggested that I should speak to the restaurant direct which rather negates the point of Deliveroo who are supposed to coordinate everything for hassle free delivery of restaurant quality food!

At this point I requested to speak to a manager but was told I'd have to email the support address and would have to explain everything again step by step, he then left the conversation after I rated him as unhelpful.

So, the Wagamama order turns up for Iain, Holly is a happy puppy as she's had cold burgers and I'd given up on eating or reordering anything,  Iain removed the lid from his Cha Han and guess what? Yes, after 2 conversations where I'd asked for no mange tout, it had mange tout in it, seriously all Abylane had to do was copy and paste my request or read it to them over the phone, I could start a new chat but my life is too short for this.

Deliveroo, should you wish to get in touch for a chat please email me at mandy@mandycharltonphotography.com

Next time I think we'll just brave the weather and go for decent burgers at The Grind!
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