hungryhouse Reviews 2,647

Reply from hungryhouse

Nov 26, 2017

Hello Rachael,

I'm sorry to hear about the food quality issue you had and for the conflicting information regarding your delivery ETA.

As you didn't contact us at the time I'd like to take a look at the case - there are a few things we can do in situations such as this so hopefully it's not too late to restore your faith in our service!

I can find your order information in our system if you send your order ID in an email to socialmedia@hungryhouse.co.uk.

I will then speak to the restaurant, make them aware of the issue and request some compensation. Had it been at the time I would've spoken to them and even requested that they collect the order in exchange for a full refund of the payment, but it's never too late!

I'll look at that timing issue, try work out what the cause was and explain with a bit more detail what our system was doing at that time. On top of that I'd look to see if there is any compensation from our side that can be arranged as an apology for the experience you had.

So please do send over your order information so that I can further investigate!

Thanks,
Graeme

Reply from hungryhouse

Nov 26, 2017

Hi there Chris,

I understand how irritating those refund processing times can be and even more when you've had an order cancelled - my apologies for the inconvenience!

We give restaurants the opportunity to contact us to manage their accounts and even easier, to do it themselves on their order receiving machines. We encourage them to take themselves offline in busy moments, to ensure we can minimise the risk of rejected orders. In this case it seems the restaurant you ordered with neglected to manage their account efficiently, hence the order was not accepted.

In hearing of these issues we will conduct follow-up calls with the restaurant to educate and to ensure that all staff are on the same page when it comes to using hungryhouse. Consistently poor performance and rejecting or declining orders will mean that the system automatically brings them offline indefinitely until we've investigated the issue.

If an order is unsuccessful or cancelled, we send the money back to the hungryhouse account from which the order was placed. This means that should a customer wish to place another order with hungryhouse, we do not need to process a second transaction, instead the same funds are used, making it a lot faster process.

We like to give customers choice in these cases, hence other orders are not automatically suggested. If another order is not placed the funds are automatically refunded in full at 5am, our close of business. Any delay in the refund process there is the responsibility of the payment provider, for example the standard 3 working days for card transactions comes into play.

We really appreciate any feedback and I really like your suggestion to make recommendations for alternate orders in the case of rejected or cancelled orders. I will definitely be passing this on to our product team!

I also would like to follow up on your specific case, speak to the restaurant in question and also just work out what exactly happened on your order. If you send over your order ID in an email to socialmedia@hungryhouse.co.uk I can make sure we investigate this case properly.

Many Thanks,
Graeme

Reply from hungryhouse

Nov 26, 2017

Hello Jorge.

I'm so sorry to hear about your disappointing pizza ordered via the hungryhouse platform.

We take these issues very seriously and will try to arrange a refund and collection of the unwanted food on the rare occasion it is not up to our high standards. I understand you already contacted us but it seems that your query was dealt with in a less than satisfactory manner.

If you send an email to socialmedia@hungryhouse.co.uk then I will personally investigate both the original issue, attempting to find a more acceptable resolution to the food quality complaint and also follow up on the customer care your received when informing us of the issue.

I'll try to arrange some compensation for yourself and pass on the feedback regarding my colleague's service to a supervisor so that we can continue to improve the hungryhouse experience.

Thanks for your patience and understanding!

Regards,
Graeme

Reply from hungryhouse

Nov 24, 2017

Hi Phil,

Many thanks for taking the time to leave us such a fantastic review, it sounds like you had a great takeaway experience when using our platform! Be sure to let the restaurant know how much you enjoyed your meal when you have a moment spare. You can do this via the review link we sent to your email address shortly after you received your order.

Thanks again, and have a wonderful day!

Kind regards,

John

Reply from hungryhouse

Nov 26, 2017

Hello David,

Sorry for any inconvenience caused by your cancelled order!

If you drop me an email to socialmedia@hungryhouse.co.uk I can perhaps clear up why exactly the order was cancelled without being sent to the restaurant?

At the moment hungryhouse and Just Eat are still operating as separate businesses so our processes will remain different perhaps - we'll let you know as soon as any of that changes, but it's exciting to see that you're looking forward to the exciting future for our businesses!

Kind Regards,
Graeme

Reply from hungryhouse

Nov 26, 2017

Hello Natalija,

It sounds like you had a really frustrating experience ordering with us - I do apologise!

What may have happened here is that the restaurant gave us inaccurate information regarding their delivery postcodes, hence you were able to place an order. Sometimes this may happen but the restaurant has the ability to reject an order when it gets placed, which would've avoided you having had the confirmation notifications and waiting only to have it cancelled later.

We try to work with our partner restaurants, encouraging them to follow best practices and use hungryhouse in a way that benefits their business and our customers. It seems here there may have been come confusion in store for your order.

If you can drop me an email with your order ID in to socialmedia@hungryhouse.co.uk we can review their performance and work to educate them.

As the order was cancelled and refunded in full there's not much more I can do in terms of resolving the issue at hand, but I would at least like to take a look at whether we can arrange for compensation from our side for the inconvenience of having to wait and for your order to be just cancelled.

Thanks for your patience - I look forward to receiving your email so I can try sort this out.

Best,
Graeme

Reply from hungryhouse

Nov 26, 2017

Hi there Andrew,

I'm sorry to read that you've been experiencing conflicting menu issues - that certainly is confusing and pretty frustrating too!

We rely on restaurants informing us of any updates made to their menus and to send over the relevant information so that we can make sure the onsite menu is accurate and correct. In this case it seems there may have been a break down in communication there.

I understand you've already spoken to a colleague at the time who offered some compensation, but perhaps I can re-open the case and take another look.? I want to make sure we correct that menu error, but also to see if there is anything more we can do for you in the way of compensation.

Can you please drop me an email with your order ID in to socialmedia@hungryhouse.co.uk? Then I can get all your details up and make sure we've really sorted this out.

Many Thanks,
Graeme

Reply from hungryhouse

Nov 26, 2017

Hello Peter,

Thanks for taking time to leave a review of your experience with our platform.

It seems here that the issue was with the restaurant's service and portion sizes, rather than the hungryhouse platform itselt. In cases such as these we would contact the restaurant to educate them on exactly what you mention in your review - delivering a high standard of service to make customers come back again and again.

We would also speak to them about some compensation - although we're not making the food we still want to look out for our customers at every step of the order process, and it's pretty unfair to be receiving small portions when you've paid good money for the food!

What I'd like to do is bring this up with the restaurant directly myself, also pass it on to our restaurant operations team who monitor their performance and then I will try to arrange some compensation for the poor experience you've had.

If you can drop me an email to socialmedia@hungryhouse.co.uk with your order ID in, I can then get all the necessary information and follow up appropriately on the issue. I look forward to hearing back from you Peter.

Kind Regards,
Graeme

Reply from hungryhouse

Nov 25, 2017

Hello Anesha,

I'm sorry to hear that you had to throw away the food from your order with our partner restaurant - and that we were not in a position to resolve the issue.

As it is the restaurant's responsibility to deliver food at the quoted time and to an acceptable standard, and ours to communicate between the restaurant and customer, we cannot take responsibility for issues regarding food quality. This means that we are unable to refund the order without their approval as the financial transaction is made between customer and restaurant and we facilitate this.

However, an example of poor customer service would be to simply blame our partner restaurants and not accept any responsibility. We will work with our partners to assist them improve their service and in the few cases where customers do have bad experiences, we liaise with them and try to find a solution for our shared customers.

Usually in order to refund an order in full the food has to be returned to the restaurant or not accepted by the customer. This is not always that case but restaurants like to be able to see what the issue with the order is themselves, to ensure the do not make the same mistake again. This is why we recommend contacting us or the restaurant before throwing away the food.

This limits our options with regards to compensation, but I think that in this case we may be able to find something that can be done. I would really like to follow up on this Anesha to try find a way to resolve your case. Please send an email to socialmedia@hungryhouse.co.uk with your order ID so that I can investigate what I can do to help.

Thanks for your patience and understanding - I look forward to hearing from you shortly.

Regards,
Graeme

Reply from hungryhouse

Nov 25, 2017

Hello Padma,

I'm sorry to hear that you've had such repeated issues with us! We strive to deliver timely customer care to resolve issues and rarely have wait times or fail to make accurate notes on issues that have been reported.

As it seems the case that we have failed to look after you in the way we expect, I would really like to look further into what exactly happened. I can review the case and try to find a more appropriate resolution.

I would also like to deliver more specific feedback to my supervisor so we can work on these areas of improvement. If you can email me your order ID to socialmedia@hungryhouse.co.uk I can work out exactly which agents you have come into contact with and report back to ensure we work to improve our service.

Thanks for your patience, I hope that after investigating this case I can restore your faith in hungryhouse.

Best wishes,
Graeme

Reply from hungryhouse

Nov 25, 2017

Hi Aaron

I'm sorry to hear that you have had issues with our customer care team dealing with your complaint, the team always try to deal with complaints to the best of their abilities but if this was not the case I would like to follow this up with the team and be happy to take another look into your complaint.

If you could just send us an email to socialmedia@hungryhouse.co.uk with your order details and what was wrong

Kind Regards

Emma

Reply from hungryhouse

Nov 25, 2017

Hello Angela,

I'm sorry that you had an issue with us and even worse that when you contacted us via email we could not resolve your issue.

It sounds like the best way to get in contact with us in order to resolve this would be on the telephone or live chat on our website - this is an immediate point of contact and we can resolve issues as they arrive. For more information on ways to contact us please head to: https://hungryhouse.co.uk/contact

However, I realise that is not particularly helpful considering that the time for that has now come and gone. If you are able to try email us again to socialmedia@hungryhouse.co.uk your email will be filtered into a different inbox and hopefully dealt with more appropriately.

Please just send through your order ID and outline the problem you had, then I can review the issue and follow up. I hope that despite the time that has passed we can find an appropriate resolution for you.

I look forward to hearing from you.

Regards,
Graeme

Reply from hungryhouse

Nov 25, 2017

Hello Conchi,

I'm sorry to hear that we we unable to deal with the complaint you had regarding the cold and spicy food - that is understandably frustrating and not the level of service that we strive to deliver our customers.

Can you please send us an email to socialmedia@hungryhouse.co.uk with your order ID in? I'll have to liaise with the restaurant to see what went wrong and to see if I can arrange any compensation.

If food is accepted and not returned to the restaurant then we can be limited to the action that can be taken - we're not allowed to refund an order without the restaurant's consent because your payment goes to them for a service they provide and we just facilitate that payment.

However it is not satisfactory to leave complaints in limbo because of this so we act as a go between in these cases and when possible make steps to resolve the issue from our side.

Please do drop us an email so we can see what other action can be taken Conchi.

Thanks for your patience.

Regards,
Graeme

Reply from hungryhouse

Nov 25, 2017

Hi there Tia,

I'm sorry for the food quality issue that you experienced with one of our restaurant partners and for the resulting inconvenience trying to fix that.

As we do not have the authority to investigate food quality complaints and to refund without the consent of the restaurant in situations such as these becomes a case of libel, we request that customers approach the FSA with the food poisoning claim. If you are able to gain proof and the FSA support the claim then of course we remove restaurants from the platform and fully refund the meal.

I'll have to check on your account what exactly happened with the PayPal dispute, so please do let me know in an email to socialmedai@hungryhouse.co.uk what your order ID and PayPal account payer email is.

Usually when a PayPal or chargeback dispute is used, it is in order to claim compensation in the case of a fraudulent payment. If we receive this request it is our policy to block the account in order to prevent any future fraudulent activity, to protect the customer. This is likely why the account was blocked.

I'd like to look into the matter further because it seems you have had a really frustrating experience and I hope to somehow reach a more appropriate resolution for what happened - please do email me your info so I can do this.

Thanks for your patience Tia.

Regards,
Graeme

Reply from hungryhouse

Nov 25, 2017

Hi there Clare,

I'm sorry to hear that you had such a frustrating experience with hungryhouse!

I would like to follow up on the case with the restaurant regarding the late delivery and making of the order, and also pass your feedback regarding the customer care experience you had to a supervisor.

Can you please drop me an email with your order ID in to socialmedia@hungryhouse.co.uk?

In cases such as this we can only normally tell if orders are late if a customer or restaurant gets in contact with us - we rely on the restaurant giving us an accurate ETA to pass onto customers, so I do apologise for the impact of this breakdown in communication.

I look forward to hearing back from you so I can further resolve the issue.

Best regards,
Graeme

Reply from hungryhouse

Nov 25, 2017

Hello Krystal,

I do apologise for the cold food and the incorrect dessert you received - especially considering your allergy!

In cases such as this we should be refunding for the incorrect item or arranging a redelivery so I'm sorry this was not done. If you can send me an email to socialmedia@hungryhouse.co.uk I can chase up on this to make sure we properly deal with that complaint.

With regards to the cold food, as it is the restaurant's responsibility to deliver food at the quoted time to an acceptable standard we cannot immediately compensate from our side. This would, however, be awful customer care so I will also speak to them on your behalf to negotiate a proper response to that food quality issue.

Again, my apologies - I look forward to an email with all that information so I can appropriately resolve this issue.

Kind Regards,
Graeme

Reply from hungryhouse

Nov 24, 2017

Hi Edwin,

I'm really sorry to read that you were unhappy with your order and the level of customer care thereafter. We always strive to reach a positive outcome for our customers' should there be any issues, so I'd be more than happy to follow up with the restaurant to ask for their authorisation to provide you with a partial refund on your order.

May I ask that you forward your order number to socialmedia@hungryhouse.co.uk? We'll then be in touch as soon as we've had the opportunity to relay your complaint to them.

Kind regards,

John

Reply from hungryhouse

Nov 24, 2017

Hi there,

I'm so sorry to read that your meal took such a long time to reach you, and that you were unhappy with the level of customer service you received. We do ask that our partner restaurants contact you should they be running late, and provide you with a new ETA at the very least. Thus, I'd be more than happy to follow up with them to see if there is anything we can do in terms of compensation for the inconvenience, as well as remind them to follow the necessary steps to ensure that you receive the best customer service possible. In order to do this, we will need you to send us your order number to socialmedia@hungryhouse.co.uk when you have a moment spare. We'll then be in touch via email once we've spoken to them.

Many thanks, and have a wonderful day.

John

Reply from hungryhouse

Nov 10, 2017

Hi Jack,

Sincere apologies that you waited such a long time and never received your order. We do require our restaurant partners to provide us with accurate information in terms of their opening hours, and delivery zones, so if these do change and we are not informed, it can lead to non-deliveries and declined orders. In an instance such as you have described, the restaurant would normally be required to decline the order, in which case the refund would be sent to you overnight, but if you placed another order the same day using the same payment method, the funds would have been used towards this, in order to avoid being charged twice.

In this case from what you have described, they chose to accept the order, but did not inform you, or our team, that they could not deliver this. I do apologise for this poor service, and I would be happy to look into this further, to ensure that you have been refunded for this issue, and to see if we can organise further compensation for the inconvenience caused. Could you please send us on an email to socialmedia@hungryhouse.co.uk with your order number, and I can ensure this is followed up with. Thanks for taking the time to leave your review, and have a nice day!

Kind regards,

Barry

Reply from hungryhouse

Nov 10, 2017

Hi Tristian,

I am really sorry to hear that you have had such a poor experience with our customer care team, and payment process. We would certainly never intend to make you feel like you have been ripped off, and if you do encounter an issue with us we would expect a much higher level of service from our team than you received. I would like to look into this issue and see if there is anything I can do to make amends for the issues you encountered with us, and to also follow up with the agents you dealt with in order to ensure this level of service is not repeated in future.

If you can, please send us on an email to socialmedia@hungryhouse.co.uk with details of the complaint, and I will follow up with this to reach a resolution ASAP.

Kind regards,

Barry