"Ordered through Deliveroo at 6:20, estimated arrival was 7. Got to 7:15 so I phoned in and a woman told me it was on the way, while on the phone the delivery status changed to being delivered (obviously changed it whilst I was in the phone). I live 10 minutes away, got to 7:15 and still no food so rang back and the same woman said it’s 5 minutes away and promised that I would get a refund if it wasn’t, saying that it was because of traffic (new years day literally no traffic at all). I waited 10 and phoned back she said 2 minutes, at this point I’m annoyed and said she’s obviously lying and my son goes to bed soon so if it’s not on the way just tell me as I need to sort him something. She said it’s literally 2 minutes. I don’t believe her so I cook him something, gets to 8:15 and I phone to ask for a refund, a man answers and tells me the delivery driver had broke down, I said fair enough but I’ve been phoning you for an hour, it’s apparently been on the way for an hour so I think your lying either about my food being on the way at any point, or about how long you’ve known about the driver being broken down to try and keep my money. He says he’ll issue a refund, I thought that would be that but 2 hours later I check my Deliveroo account and see that no refund has been issued. I contact Deliveroo who sort it for me but also tell me that none of their drivers had broken down that evening. I made a complaint but doubt anything will happen. I’ve no idea why my food wasn’t delivered but being lied too for over an hour while I could’ve just ordered something else really peed me off."
