Burrito and Tequila (Bracknell) — Restaurant in England

Are you sitting comfortably?

I ordered via JustEat. Was told delivery would be at 23:25. At 23:12 I received a text to say the order was en route. The drive is 11mins to my house. At 23:35 I called the restaurant, there was no answer and no voicemail option. At 23:36 I called JustEat to explain that from my point of view, I wasn't getting the order. JustEat tried to contact the restaurant and also could not get through. JustEat refunded the order.

At 23:45 I received the order. The driver could have driven to my house, back to the restaurant and back to my house again in that time. I took the order as I've had issues with disgruntled delivery drivers before when refusing orders, even when cancellations have been agreed officially.

I immediately called JustEat to try to rectify the situation - either they could retrieve the order (which would not be an issue if the instruction is coming from internal management to the driver, as opposed to from me) or take payment. JustEat made me wait around 10mins on hold before telling me that they had agreed that I could pay (a discounted amount of) cash to the delivery driver. I don't have cash, and they have my card details so this doesn't make sense. I told them we'd sort this tomorrow, JustEat promised to send me an email with the manager's number. As yet, 00:45 the next day, I have not received this email.

Meanwhile, at 00:20, I received a call from the delivery driver asking why I'd lied about receiving the order. Apparently, I'd claimed I'd never received it, which is the opposite of what I'd done - in fact I'd called back voluntarily to try to resolve this.

No idea how this business is organised, with the manager apparently setting their disgruntled employees loose with customers' phone numbers which they shouldn't be using once a delivery is complete, rather than calling the customer directly to resolve.

I will of course make payment once I speak with someone in the right department to do so.

Food wasn't bad, just inexplicably late without apology, and certainly not worth the...

Ordered at 5:30pm. Order did not arrive til nearly 7pm which was fine at first as appreciated longer delivery times during lockdown, however they forgot our jalapeno poppers order so I called back and the driver said this would be delivered in no more than 25 mins. I accepted and then over an hour later nothing had arrived. Called twice only to be told a driver was 1 minute away which was absolute lies. At 9pm still nothing had arrived, called the restaurant and they say they will process a refund however were very short and curt with me with absolutely no apology. Such a shame as had previously enjoyed ordering from this restaurant but they have lost a customer forever now due to their terrible approach to...

Not at all happy! Between a combination of Just Eat, and this company, I waited for over two hours for nothing to turn up. After investigating with Just Eat, we worked out that my mobile number had in fact been incorrect so the original issue was a fault of my own.

After this, I discussed next steps with Just Eat. Some time on hold later, I was told to call the chain and they would redeliver after taking my correct number. When calling Burrito and Tequila, they would not redeliver and instead offered a refund. Turns out, Just Eat can only refund up to £20 so my £24.99 meal which didn't arrive, still ended up costing me £4.99!

Absolute waste of time, energy, and now I...