Deliveroo Refund

[nailit]

My sons GF ordered a shop with Deliveroo, for her mother, that included £30 worth of tobacco.
Said order was dropped on doorstep minus tobacco.

Numerous phone calls later, keep getting told that small print requires signature for age related product (fair enough...she wasn't home at the time of delivery).
However, thats all we are getting.
Keep on asking about a refund or tobacco been delivered and been told that its in the small print about age restricted items been signed for!
Manager rang back & when asked about a refund or delivery promptly terminated the call.

EH?
Surely a company cant retain £30 for an undelivered item?
Any advice/help appreciated
Thanks.

(All a bit of a ball ache with everything been on line nowadays, used to have a Trading Standards Office on my door step at one time)

[bednobs]

Anyway, it's in their T+C:
You will still be charged for the Item and for delivery in the event of a failed delivery if you have caused such failure for any reason. Reasons you might cause a delivery to fail include (but are not limited to):

You do not come to the door, did not pick up the phone when the rider contacted you using the contact information you have provided us and/or you picked up the phone but then failed to provide access within a reasonable amount of time, and the rider is unable to find a safe location to leave the food.
The rider refuses to deliver the Item to you in accordance with section 8 (Age Restricted Products).

[nailit]

FGS,
//Said order was dropped on doorstep minus tobacco//
//she wasn't home at the time of delivery//

I GIVE UP?

[pixie374]

They've confirmed they didn't deliver it, so they owe you either a refund,or the tobacco. They really can't argue with that. Make sure you keep any communication with them.

[pixie374]

Oh, right,bednobs....

[bednobs]

but they can Pixie, as the customer was the cause of the "failed" delivery as per the T+C

[nailit]

//They've confirmed they didn't deliver it, so they owe you either a refund,or the tobacco. They really can't argue with that. Make sure you keep any communication with them//

HOW?
That was the entire point of the question??

[pixie374]

Yes, sorry- cross posted. If that's what is agreed by making the order, then,be wary next time.

[sherrardk]

Why would you book a delivery order for food and tobacco and then be out when it came (unless there was some sort of emergency).?

[nailit]

//Why would you book a delivery order for food and tobacco and then be out when it came (unless there was some sort of emergency).?//

Because as it happens there was some sort of emergancy...
And??

[nailit]

Any PRACTICALL advice would be welcome, thanks!

[sherrardk]

Ok, keep your hair on - could have mentioned it earlier.

[woofgang]

Did you contact deliveroo and tell them that no one would be in?

[THECORBYLOON]

"Surely a company cant retain £30 for an undelivered item?"

Clearly they can, as it explains in Part 6 of their Terms of Service.

[douglas9401]

Try being calm and rational when dealing with the company.

[Mamyalynne]

Thanks for those Terms & Conditions Bednobs, worth knowing if I ever do use them.

[douglas9401]

Sherrardk, please see post #20. :-)

[barry1010]

please clarify this one essential question. Is the tobacco on the receipt and does it show that it was paid for?

[bobbinwales]

Dont shout if am being dumb but are you sure youve taken the money for the tobacco from your card. Maybe as no-one was there to sign for ot they had to take it back

[THECORBYLOON]

He stated, "All I know is that it was ordered and not arrived (as aknowledged by Deliveroo) but they insist that its their right to retain moneys paid."

As it's an age-restricted product and there was no-one in, their Terms of Service allow them to keep the purchase price.

[Smowball]

I’m still amazed they just left it on the doorstep