From what i read here I do not understand how Meal2go and Hungry house and other providers would have such complicated policies where the actual restaurants don't :).

You claim in regard to customer service that you believe Just-eat to be on par or perhaps even better than the rest. You claim your site provide our users with access to live chat order support, e-mail and phone.

Have you used your own website?

I placed an order on 27th July. It never arrived. I called the take-away who said they could not find the address. I called them FOUR times to give directions to what is an incredibly easy address to find. After two hours I discovered that their driver had just given up. Nobody told me. I used the live chat service you mentioned. Just-eay said I should contact the take away. I explained I had contacted the take away many times. They asked me to wait and wait and wait…. The person at Just-eat with whom I was ‘speaking’ could barely grasp English but managed to tell me I was being rude when I questioned why they were not answering my questions. I asked for a refund, which I told was processed and that I would have funds back in my account within 3-4 working days. The refund never came. I then emailed but got no response. Last Monday, 3/8/09 I contacted your customer services by phone. They said they had no record of my refund request or the email I had sent. I asked again for a refund and was told it was processed. Another week has passed and still no refund has been credited to my account. I am out of pocket for the phone calls I made to just-eat and the take-away, and STILL do not have a refund. If this so-called ‘customer service’ is “better than the rest” I’d hate to see how awful the others are….
Have closed my account and will be passing the word to all those

Apologies for a late response, i have only just received notification that you had responded on this blog. Thanks for responding to my post, i didnt actually think id get a direct response on here and wasnt looking for one but just thought id add my bit on my experiences!

After making the above post, i was in contact with Hungryhouse via the help email address you specified and Felicity, the advisor again was very quick in responding and very nice and friendly. Felicity dealt with it at each point i contacted Hungryhouse. After i had informed her that i had again been in contact with the restaurant who had agreed to refund to Hungryhouse, she sated that i would received my full refund, which did appear back in my bank account later the same day i had advised Hungryhouse which was very quick but obviously because the payment wouldnt of actually gone through to the restaurant at that point anyway. However after i had stated i met the criteria she had specified, she said that the only criteria needed is that the restaurant gives their permission for a full refund to be given, which differs from you stating that it is policy to give a full refund if i had tried to contact the restaurant to resolve it. I noticed the restaurant was then not available for ordering on the site for a few days but has since continued service.

But i am happy that i received my refund eventually. I then used my refund and contacted the restaurant directly that day and explained to them i understand that it was not their fault directly because of the police and that i would still use them, as i did not want bad relations with a restaurant i do use alot! I then placed exactly the same order but paid cash on delivery. I received the food in less than half the time it usually takes and it was piping hot, had no complaints whatsoever. This has made me feel slightly more that i should just call them and pay each time instead of using Hungryhouse. The £3.00 credit i had received was then used at another point ordering through Hungryhouse but from a different restaurant and this is the only time i have ordered that way since.

I am still disappointed with what happened and feel it should have been rectified sooner, and after my first email which clearly stated i had contacted the restaurant etc, and feel that a refund was necessary and an offer of total replacement meal would of been more appropriate than less than half the cost in credit towards a meal, after all this would offer the customer a free meal to have a good experience to make up for it. If i am totally honest, i probably wouldnt of even made that post if i had got a refund and replacement meal at the time. But i am satisfied that i did not lose out on any money and may continue to use Hungryhouse still if a little less confidantly.

I was also advised i can leave a review for the order, which i always do anyway and the advisor commented how majority of the restaurant reviews were good and so felt they should not be removed, however, alot of those reviews were mine, and if you actually read the comments about the restaurant from mine and other peoples reviews, they are 90% negative about food and delivery and wrong orders! I also recieved the email notification that my review was published, and followed the link to check but it was not there. I would not wish to see the restaurant removed as some problems are to be expected with such a late night delivery service and they did agree a refund, but as im sure you understand it was the experience and very slow resolution, or a the time no resoltuion and what i feel to be inadequate sevice and compensation from Hungryhouse that made things worse.

I have not emailed the help address after reading your response as i have received the refund as stated, but my order reference number was 4243494 and the restaurant was Star Diner. I do not wish to post my full name publically but if you are not able to access the emails and details of the problem with that order number i am happy to help another way privately at the email address quoted in sending this post.

Regards,

Simon