JustEat In-app map is incorrect despite correct postcode and I can't get either a refund or anyone at the company to understand

So as the title says the in-app map is showing both us and the driver the wrong street about 1 mile away from our actual street despite us absolutely providing the correct address details and postcode. It's happened to us twice now; the first time the driver was kind and used Google maps to find us properly but this morning the driver wouldn't do it. We tried to get a refund however, you can't contact JustEat as a customer by phone unless you are a restaurant and the chat option is atrocious as the chat responders do not seem to grasp this issue at all. We won't be able to use the service again now because how on earth can we be sure their map is fixed.

In some respects, this is a good thing as we'll just go back to the old method of ordering direct from restaurants or not getting takeaways but it upsets me to think JustEat can get away with this sort of thing.

in britishproblemsby emmacappa

128

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15d

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fibonaccisprials

130

15d

Do a charge back.. call your bank or use your banking app.

emmacappa

15d

Thanks, we're trying that. It solves the refund issue but not the problem with the faulty map. But JustEat will probably ban us after the charge back anyway.

vicariousgluten

15d

It’ll save you money. We only use Just Eat to check menus. Last night the local Chinese was £32.50 on Just eat. Same food ordered direct was £18.90.

emmacappa

15d

Wow! That is some saving!

Shock_The_Monkey_

15d

I can absolutely confirm this.

Was looking to order fish and chips via just eat, said £25.

Ordered in store and it was £14.50.

Fuck just eat, robbing thieving horrible bastards.

vicariousgluten

15d

Yeah. I was gob smacked.

jimicus

15d

Sounds about right. Those websites typically charge the restaurants a fee of around 30%; usually they put their prices up to accommodate this.

crimson_ruin_princes

15d

Better off not using it.

Fixing awful industry

emmacappa

15d

Yeah, someone else said the app is supposed to have a feature where you can confirm your location and I uninstalled and reinstalled the app and found it. But honestly JustEat's whole attitude through this has left a taint and we will not be using them again.

punxcs

15d

Wait until you hear about the exploitation restaurants and delivery folk go through from ALL macro delivery apps.

SuperkatTalks

15d

Honestly I haven't used them since they hung up the phone on me when I was reporting fraud on my account. What awful customer service.

Bank were much nicer, everything sorted.

GurGroundbreaking772

14d

that and the massively hiked prices stopped me from ever using it in the first place lol

jimicus

15d

Why would you want to use them when this issue is going on?

CruisinThroughFatvil

15d

There is a pinpoint location option before placing the order, simply drag the pin to correct location. This is partially your fault for not reading the order confirmation page. SOURCE : I order a lot of food to hotels…..

emmacappa

14d

There wasn't any such option when we placed the order. We've been ordering for years without issue so if this is the case, it's new.

mint-bint

15d

Meanwhile Just Eat turned up at my door with food I absolutely did not order.

He showed me the address matched what he had on his phone, no idea how that happens.

Jor94

15d

I’ve done this before accidentally. When you put in your address to find local restraints I start my postcode and then just click the first address since it’s only down the street so should show same places. I intended to change the delivery address when I ordered but forgot so some random neighbour down the road got my order and I didn’t realise until the driver rang me up.

zigzog7

Lancashire

14d

Former person who lived there who forgot to change the address on their account?

mint-bint

14d

Feels like I've been here before delivery apps existed though.

Fun_Level_7787

15d

Courier chiming in here: when the pin does this, it's normally because it's putting all of the adresses in the post code bang in the middle of it. Unless it's your regular parcel delivery driver or postie, most others may not know and will follow the GPS. This is notorious for newer builds, rural areas or just random places that need an OS update.

Run your address on RM Postcode finder and check the address on the map. If it doesn't look right, then there's your answer.

That said, if the driver isn't cross checking your address to where they have delivered to, they're also an idiot because they can litterally call you. I've worked in logistics and been a manager of drivers long enough to realise that there some thick drivers out there that lack common sense

emmacappa

15d

Thanks for this. That's interesting. So every address with an NW4 postcode (for example) would be directed to one house in the middle of the postal district? Lucky house if they are getting everyone's food! The drivers do call but if they don't end the job near the address apparently it causes them all kinds of problems completing the job. One driver did it anyway using Google maps, the second one was not so kind (which is understandable). What isn't understandable is JustEat refusing the refund and us not being able to explain the problem to anyone through normal means.

TJWhiteStar

15d

Just Eat can be terrible for refusing to refund. I had one from an ASDA kitchen order and the driver never even collected the pizza but claimed they'd delivered it (I rang the ASDA kitchen and they confirmed not collected).

In the end I had to get it refunded directly via my bank because Just Eat refused saying their system showed delivered so that was correct.

Just speak to your bank and advise them that you want the amount refunding as it was an online purchase via Just Eat and you never received the goods you paid for. They'll usually ask you a few questions but will normally refund it as long as you've not waited a month or anything 😂

Fun_Level_7787

15d

Nope, it would be happening to the NW4 XXX post code only, not the whole of NW4. Sometimes it's not even all of the sites either, it can be just the one.

Either way it happens all over the place and I will have atleast 1 new address on my route that will be places nowhere near where it should be. This week, i had 3 that were in the same postcode all sending me to the middle of a farm! Called one customer and spotted the other 2 just by noticing the road name signs.

I don't use the delivery system for navigation, though. I use a delivery helper and routing app, which is just as up to date as the post office system, so useful for house names and farms.

The drivers do call but if they don't end the job near the address apparently it causes them all kinds of problems completing the job.

Yeah, that's common with delivery apps and systems in general, we use geofencing to make sure things are delivered to the right place. The case here is that just eat have the wrong location to begin with hence why I suggested to run a check on postcode finder to make sure that is correct as well.

emmacappa

14d

If it's just all the other addresses in the exact postcode (NW4 XXX, as you say), then this isn't the issue. The incorrect address their map is directing the drivers to is about a mile away and only share the NW4 (again, just an example) part of the postcode. I ran the check you suggested and it shows the correct address for the postcode. Apparently, you can manually drop the pin when you order (although it took some faffing about on the app to show this and doesn't appear to be a feature of the website) so my suspicion is because we didn't do this, the system messed up somehow and dropped the pin itself. It's my only theory at the moment. Anyway, I've decided not to expend any more energy on it. Thanks again for the helpful comments!

CheesyLala

15d

We have this all the time. We live next door to a little block of flats, and for some reason all the food delivery apps send the drivers to the flats. This doesn't happen with anything else - posties, amazon, parcel deliveries etc all make it to our house just find, but the minute we order food from Deliveroo/Uber Eats/JustEat they all get it wrong every single time. We always put notes on saying not to go to the flats and that we're the house next door. The flats aren't even the same postcode.

This evening my son ordered a McDs on uber eats, sure enough they went to the block of flats, couldn't get into the building so just left the food outside. My son walked over there, picked it up, then told the app his food never arrived and asked for a refund. The driver never read the notes, never called when he couldn't get in, and ignored my son messaging him, just dumped the food and fucked off. It was stone cold too, to the point where my son had to microwave it which then made it warm but even more shit. So he's contacted the app and said he never got his food and is now claiming a refund. Fuck 'em, if they are willing to take the piss like that then they can lose out.

CynicalCow900

15d

We have the same issue! The little pin with our address shows an address round the corner. On the map there's a little triangle icon like this -> ⚠️. If you click on it you can give feedback on the map. So far it hasn't changed anything but at least we can tell them it's wrong

poppalopp

15d

UberEats has always been better at this, for me.

So many maps will put my address one road over, which has no through road at all, and leaves delivery people wandering around a random housed street looking for a block of flats.

UberEats lets you set a pin for your location, uses precise live location and has a new feature to upload pictures to help your driver locate your house. It’s the only reason that it’s the only app I use for food deliveries now.

jimothydalton

15d

I work in digital mapping. How old is your house?

It's possible that if your house is new that some mapping services have not yet linked your address to it's precise location yet. JustEat will have got this data from a third party company so if it's an issue with them it's likely it'll be an issue with other companies using incorrect geospatial data.

emmacappa

15d

Thanks for the comment. No, not new, built in the 1970s. What is new is this problem as we've been at this address for over 5 years and used Just Eat many times before. If they got it from a third party then they should be able to contact them about the issue.

Wipedout89

15d

I can't stand how many people continue to use shitty apps like Just eat and Uber despite continued, constant provable problems that traditional companies don't suffer, while also being more expensive now

emmacappa

15d

It puts most of the local restaurants in one place which is supposed to be convenient. But: 1. I never thought much about it when it worked which is my bad and 2. Turns out it isn't so convenient.

It'll still remain a good place to find what restaurants are around, sort of like a directory, but I won't be ordering through them again.

CheezTips

14d

Maps on Apple phones transpose 2 numbers in my address so any driver with an iPhone ends up a mile away at a closed deli. Like if I'm 8992 they go to 8929. I even put it in my order info ("if you're on an iPhone it will send you to a closed deli") and they don't get it. One driver tried to make me go to the deli to meet them.

can_I_Now_Feel_Joy

15d

You could get on twitter to moan

emmacappa

15d

I moaned on Facebook and Twitter and have had a reply. But they are still somehow suggesting it's my fault or Google maps. Google maps shows the address fine. Honestly, I'm done with them, their attitude and lack of ability to contact them at the time sucks.