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)

[david small]

Good grief it’s a simple enough question. Deliveroo are trying to stuff his son’s GF for thirty quid. As far as I’m concerned rebate or they have committed theft/fraudulent transaction.

[royfromaus]

Manager rang back & when asked about a refund or delivery promptly terminated the call.
_____________________________

Were you your usual charming self during this phone call?

[THECORBYLOON]

DAVID, it's covered in their Terms of Service.

[Musictv2019]

Basically nailits sons girlfriend wants a refund for the tobacco but deliveroo isn't cooperating and the manager was rude.

[Canary42]

Although it's in the ToS, it could still be challenged in law as "unfair contract", but would probably be costly. The answer is not to deal with businesses who have such ToS. But of course nobody ever reads the mountains of small print which contain these cop-outs, so Companies get away with it.

[barry1010]

It is in the their terms and conditions that if any item you order cannot be delivered due to your fault you will still be charged for it. If it is an age restricted item the delivery person has to dispose of it responsibly. They can keep it but not sell it. That's because they are not going to return to the place that supplied it (unlike, say, a Tesco delivery driver).

[Mozz71]

If I've misunderstood, please forgive me. If they don't leave age restricted products, ie the cigs, outside, then surely they are saying that the driver must've either retained them or broke company policy and left them there. So they either got the fags returned, therefore should refund for returned goods, or refund through staff error by the driver. If they won't return the money, take it to the highest authority you can, if that doesn't help, make a formal written complaint (keeping a copy for yourself (or your son)) and if no reply, trading standards.

[barry1010]

They don't return them. The driver doesn't go back to the place that sold them. The company that supplied them has the £30, Deliveroo has its fees for delivery and the delivery person has the goods to do whatever he likes with

[barry1010]

That is what the T&C's state and that is what the driver is told to do.

[barry1010]

Don't forget Deliveroo didn't sell the tobacco, it's just the delivery service

[Mozz71]

So basically, Deliveroo can take what they feel like taking with little protection for the shopper? I think I'll stick with Asda.

[MartinMillar]

What shop did they order from as Deliveroo is just a delivery service.

[douglas9401]

That pale blue cube annoys me, I dont know why, but I think of Deliveroo as the Wonga of deliverers.

[margarettom]

I haven’t signed for a delivery of any sort since Covid began. I thought all deliveries were non-contact now. If the order was done online, maybe there was some way of ‘signing’ for the cigarettes whilst doing the order.

[bednobs]

theres no point in signing for age restricted products on ordering - you have to pay by debit/credit card, therefore there is already an 18 or over presumption inherent.

[Mozz71]

According to thos, you can get refunds for missing items.

https://help.deliveroo.com/en/articles/3293887-managing-refunds#:~:text=Customers can claim a refund if their order,refer to your partner services agreement with Deliveroo.

[MartinMillar]

You don’t sign for the delivery but you are supposed to answer the door and accept the delivery

[woofgang]

bedknobs, yes about payment but the deliverer has to make sure that the person receiving the goods is over 18. My grocery delivery people still have to see me and amazon delivery folk as to see my driving licence as proof of age. Imagine the meejer if a bunch of kiddies had a party with mum's shopping including the gin because a delivery driver had handed it to them.

[bednobs]

in your link mozz "Deliveroo will cover the cost of the compensation provided where the customer claim is due to factors that are within its control or responsibility. "
but according to nailit they were not.

[bednobs]

i completely agree with you Woof - just pointing out to margaret that "signing for things before delivery" wont work.#
BTW what on earth is meejer?