'Rogue' Just Eat complaints costing Scunthorpe business hundreds
Just Eat is well known as a delivery service but it also operates as an ordering service – putting customers in touch with food suppliers that use their own delivery drivers.Ms Blow said a single customer had made 44 refund requests to Just Eat for deliveries they claimed hadn't been made by Cakes by Andrea, and all the complaints had been accepted by Just East without checking with Ms Blow.It was only when she went through her Just Eat account that she spotted the shortfall of more than £1,000.
"Customers are getting automatic refunds, claiming that their orders haven't actually arrived," she said."The [Just Eat app] doesn't notify you."She also alleges that a loophole on the Just Eat app allowed customers to order ice cream and then claim refunds by saying it had been delivered cold.Ms Blow, who has owned the business for eight years, employs 22 people, including drivers."I feel like Just Eat could do more to protect us," she said.After the BBC contacted Just Eat, it made an offer of a partial payment to Cakes by Andrea of £315.In response, Ms Blow said she was pleasantly "shocked" that the company had got back to her "for the first time since I joined in 2021".
Dan Stamp, who runs neighbouring business The Smoking Goat, said he also had to deal with orders that had been falsely reported as having not been delivered."Over the five years we've been in business, [false refund costs] would be in the thousands," he said."It's gutting... you work so hard to get your business to where it is."He said Just Eat should speak to small businesses before automatically issuing refunds.Mr Stamp, who employs 40 staff including drivers, said jobs would be under threat if the situation was allowed to continue.
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