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  1.  
  2. Ibby
  3. Customer support
  4. 👍👎
  5. Martin Brook
  6. I am on the page "My order is here, but it’s not right. What should I do?"
  7. I would like to "Request refund"
  8. Chat started
  9. Cătălin joined the chat
  10. Please wait for an agent. There are currently 2 visitor(s) waiting to be served.
  11. Cătălin
  12. Hi there, you are through to Cătălin.
  13. I'm sorry to hear of the experience you have had with your order.
  14. Can I have your order number please?
  15. Martin Brook
  16. now, that's a challenge
  17. Cătălin
  18. Can I please have your registered Just Eat email address?
  19. Martin Brook
  20. tries to work out how to get accents on his keyboard. Do you mid awfully if I say hello Catalin?
  21. Cătălin
  22. Why would I mind?
  23. Martin Brook
  24. because that's not your name
  25. Cătălin
  26. Actually, that is my name :)
  27. Martin Brook
  28. don't you mind me missing the accents
  29. Cătălin
  30. Can I please have your registered Just Eat email address?
  31. Martin Brook
  32. just a moment I need to find they key codes for your name
  33. Hi Cătălin
  34. there you go
  35. [email protected]
  36. Cătălin
  37. So, what's wrong with the Shaad Restaurant meal?
  38. Martin Brook
  39. a) its not Shaad anymore
  40. b) they delivered the wrong things
  41. Cătălin
  42. What items were wrong? Let's focus on b)
  43. Martin Brook
  44. I'd like to focus on a) first
  45. Cătălin
  46. Ok
  47. Proceed please
  48. Martin Brook
  49. I did
  50. Cătălin
  51. What is the issue?
  52. Martin Brook
  53. you asked what was wrong
  54. lets focus in a)
  55. You took my order from Shaad
  56. That restaurant does not exist anymore so my wife tells me
  57. was the delivery from another palce?
  58. place?
  59. Their website does not exist anymore
  60. http://extendcp.co.uk/inactive.cgi?site=shaad.co.uk;key=1fddf7ff3a0ec940eef7b26ff1fc0a65
  61. Cătălin
  62. They are still registered on our restaurant list
  63. Martin Brook
  64. I'm sure they are
  65. Cătălin
  66. Have they delivered tonight and the previous orders?
  67. I can see you are a regular customer of that establishment
  68. Martin Brook
  69. yes
  70. I just called the number you sent in the confirmation email and they said hello "Mango"
  71. please call them 01536 420414
  72. Cătălin
  73. I'm on the phone with them now. They are going to change the name into "Mango" indeed. Until that is completed I advised them to keep the Shaad name when answering the phone so it won't be confusing for customers
  74. Martin Brook
  75. Glad that's sorted out now. So how are you going to handle the situation of taking my order from Shaad by a different take-away
  76. Cătălin
  77. Can you elaborate that please?
  78. Martin Brook
  79. no, balls in your court
  80. Cătălin
  81. Shaad Restaurant was not the provider of the order tonight?
  82. Martin Brook
  83. thats what you just confirmed to me
  84. Cătălin
  85. No. I confirmed that in the future it will became Mango, and for the moment it remains Shaad Restaurant. Fully functional
  86. Martin Brook
  87. balls still in your court
  88. they answered 20 miins ago with Mango
  89. Cătălin
  90. Yes, it was a mistake and I advised them to keep answering with the old name until the updates are made in all the systems, including on the JustEat website
  91. Martin Brook
  92. but they can't pass off themselves as Shaad as they are not the owners of Shaad, they are the owners of Mango
  93. You said "I can see you are a regular customer "
  94. which is nice as you've looked into my history
  95. BUT I'm a regular customer of Shaad not Mango
  96. so either a) you did not know until I brought this to you attention tonight or b) you knowingly took my order on your website for an order from a take away you know does not exist
  97. which one ?
  98. Cătălin
  99. When I called about this situation the person that answered told me they were going to contact JustEat to complete those changes. At the moment they haven't done so, it is in progress
  100. Martin Brook
  101. a ot b
  102. a or b
  103. Cătălin
  104. You have the answer in my reply.
  105. Ball is in your court
  106. Martin Brook
  107. you did not ask a question !
  108. a) or b)
  109. Cătălin
  110. I answered above, you asked the question.
  111. Martin Brook
  112. I asked a or b which you have not answered yet
  113. Cătălin
  114. Now I am asking. Where is this conversation going and what are your expectations
  115. Martin Brook
  116. A or B
  117. once I have the answer I can decide
  118. because it depends on the answer
  119. Cătălin
  120. A - as they decide when the change of name is requested through Just-Eat
  121. Martin Brook
  122. ok, thanks
  123. so if I did not alert you , you would still be taking orders on YOUR website for a take away which does not exist?
  124. with its list of satisfied customers
  125. Cătălin
  126. The restaurant still exists until the changes are requested and made. They answered with the name "mango" by mistake and I brought this to they attention
  127. Martin Brook
  128. Cătălin , they and Just Eat cannot use the name Shaad that's not acceptable
  129. ok, lets cut to the chase
  130. If Shaad appears on your website in the next 3 days then Just is if off my list
  131. Just Eat
  132. now b)
  133. they did not deliver the right things !
  134. this I'm afraid will not be half as entertaining for you
  135. no Onion Bargis, No Taka Dal
  136. Cătălin
  137. I am sorry to hear about that. There are 2 alternatives there. As you paid with cash they will have to either deliver the missing items or send the refund to you.
  138. Martin Brook
  139. deliver the items
  140. Cătălin
  141. Please bear with me for a few moments while I look into this for you.
  142. Martin Brook
  143. Thanks Cătălin
  144. Cătălin
  145. They apologised for that. The missing items from your meal will be delivered in about 10 minutes
  146. Martin Brook
  147. thanks
  148. Cătălin
  149. Cătălin
  150. You are welcome Martin. I hope our conversation clarified your concerns
  151. Martin Brook
  152. Yes, thanks. I only hope Shaad will now be removed from your websire
  153. Cătălin
  154. That will be done as soon as they will request it. It has to come from their side, I cannot do that proactively from here
  155. Martin Brook
  156. well I will proactively not be ordering from you again then
  157. from any Take Away
  158. this is the point
  159. Just Eat cannot take an order from a take away which does not exits thats fraudulent
  160. especially as you now know they are trading as Mango
  161. Cătălin
  162. Martin, I've explained you that until they request the changes they will remain Shaad. It was a mistake that they answered with the future name of the takeaway and I advised them upon that. From our side your order was from Shaad restaurant.
  163. Martin Brook
  164. ok, I give in
  165. Cătălin
  166. We have been chatting for almost 1 hour now and I would like to thank you for the conversation. I will close it now as there are no more things to say regarding this situation. Thank you for your time Martin
  167. Martin Brook
  168. been nice while it lasted
  169. please I don't have my replacements
  170. Cătălin
  171. My colleagues will be able to assist you further. My shift is ending now. I hope you can understand
  172. Martin Brook
  173. ok , thanks
  174. have a good evening
  175. Cătălin
  176. Would you like to rate our conversation?
  177. Martin Brook
  178. yes, please
  179. Cătălin
  180. Thank you for contacting JUST-EAT. Goodbye :)
  181. Cătălin left the chat
  182. Comment submitted
  183. Chat rated Bad
  184. Comment submitted
  185. Martin Brook
  186. I am on the page "My order is here, but it’s not right. What should I do?"
  187. I would like to "Request Item to be redelivered"
  188. Ibby joined the chat
  189. Ibby
  190. Hi there, you are through to Ibby.
  191. Martin Brook
  192. Hi Ibby
  193. You — Please update your info
  194. I am on the page "My order is here, but it’s not right. What should I do?"
  195. I would like to "Request refund"
  196. Chat started
  197. Cătălin joined the chat
  198. Please wait for an agent. There are currently 2 visitor(s) waiting to be served.
  199. Cătălin
  200. Hi there, you are through to Cătălin.
  201. I'm sorry to hear of the experience you have had with your order.
  202. Can I have your order number please?
  203. You — Please update your info
  204. now, that's a challenge
  205. Cătălin
  206. Can I please have your registered Just Eat email address?
  207. You — Please update your info
  208. tries to work out how to get accents on his keyboard. Do you mid awfully if I say hello Catalin?
  209. Cătălin
  210. Why would I mind?
  211. You — Please update your info
  212. because that's not your name
  213. Cătălin
  214. Actually, that is my name :)
  215. You — Please update your info
  216. don't you mind me missing the accents
  217. Cătălin
  218. Can I please have your registered Just Eat email address?
  219. You — Please update your info
  220. just a moment I need to find they key codes for your name
  221. Hi Cătălin
  222. there you go
  223. [email protected]
  224. Cătălin
  225. So, what's wrong with the Shaad Restaurant meal?
  226. You — Please update your info
  227. a) its not Shaad anymore
  228. b) they delivered the wrong things
  229. Cătălin
  230. What items were wrong? Let's focus on b)
  231. You — Please update your info
  232. I'd like to focus on a) first
  233. Cătălin
  234. Ok
  235. Proceed please
  236. You — Please update your info
  237. I did
  238. Cătălin
  239. What is the issue?
  240. You — Please update your info
  241. you asked what was wrong
  242. lets focus in a)
  243. You took my order from Shaad
  244. That restaurant does not exist anymore so my wife tells me
  245. was the delivery from another palce?
  246. place?
  247. Their website does not exist anymore
  248. http://extendcp.co.uk/inactive.cgi?site=shaad.co.uk;key=1fddf7ff3a0ec940eef7b26ff1fc0a65
  249. Cătălin
  250. They are still registered on our restaurant list
  251. You — Please update your info
  252. I'm sure they are
  253. Cătălin
  254. Have they delivered tonight and the previous orders?
  255. I can see you are a regular customer of that establishment
  256. You — Please update your info
  257. yes
  258. I just called the number you sent in the confirmation email and they said hello "Mango"
  259. please call them 01536 420414
  260. Cătălin
  261. I'm on the phone with them now. They are going to change the name into "Mango" indeed. Until that is completed I advised them to keep the Shaad name when answering the phone so it won't be confusing for customers
  262. You — Please update your info
  263. Glad that's sorted out now. So how are you going to handle the situation of taking my order from Shaad by a different take-away
  264. Cătălin
  265. Can you elaborate that please?
  266. You — Please update your info
  267. no, balls in your court
  268. Cătălin
  269. Shaad Restaurant was not the provider of the order tonight?
  270. You — Please update your info
  271. thats what you just confirmed to me
  272. Cătălin
  273. No. I confirmed that in the future it will became Mango, and for the moment it remains Shaad Restaurant. Fully functional
  274. You — Please update your info
  275. balls still in your court
  276. they answered 20 miins ago with Mango
  277. Cătălin
  278. Yes, it was a mistake and I advised them to keep answering with the old name until the updates are made in all the systems, including on the JustEat website
  279. You — Please update your info
  280. but they can't pass off themselves as Shaad as they are not the owners of Shaad, they are the owners of Mango
  281. You said "I can see you are a regular customer "
  282. which is nice as you've looked into my history
  283. BUT I'm a regular customer of Shaad not Mango
  284. so either a) you did not know until I brought this to you attention tonight or b) you knowingly took my order on your website for an order from a take away you know does not exist
  285. which one ?
  286. Cătălin
  287. When I called about this situation the person that answered told me they were going to contact JustEat to complete those changes. At the moment they haven't done so, it is in progress
  288. You — Please update your info
  289. a ot b
  290. a or b
  291. Cătălin
  292. You have the answer in my reply.
  293. Ball is in your court
  294. You — Please update your info
  295. you did not ask a question !
  296. a) or b)
  297. Cătălin
  298. I answered above, you asked the question.
  299. You — Please update your info
  300. I asked a or b which you have not answered yet
  301. Cătălin
  302. Now I am asking. Where is this conversation going and what are your expectations
  303. You — Please update your info
  304. A or B
  305. once I have the answer I can decide
  306. because it depends on the answer
  307. Cătălin
  308. A - as they decide when the change of name is requested through Just-Eat
  309. You — Please update your info
  310. ok, thanks
  311. so if I did not alert you , you would still be taking orders on YOUR website for a take away which does not exist?
  312. with its list of satisfied customers
  313. Cătălin
  314. The restaurant still exists until the changes are requested and made. They answered with the name "mango" by mistake and I brought this to they attention
  315. You — Please update your info
  316. Cătălin , they and Just Eat cannot use the name Shaad that's not acceptable
  317. ok, lets cut to the chase
  318. If Shaad appears on your website in the next 3 days then Just is if off my list
  319. Just Eat
  320. now b)
  321. they did not deliver the right things !
  322. this I'm afraid will not be half as entertaining for you
  323. no Onion Bargis, No Taka Dal
  324. Cătălin
  325. I am sorry to hear about that. There are 2 alternatives there. As you paid with cash they will have to either deliver the missing items or send the refund to you.
  326. You — Please update your info
  327. deliver the items
  328. Cătălin
  329. Please bear with me for a few moments while I look into this for you.
  330. You — Please update your info
  331. Thanks Cătălin
  332. Cătălin
  333. They apologised for that. The missing items from your meal will be delivered in about 10 minutes
  334. You — Please update your info
  335. thanks
  336. Cătălin
  337. Cătălin
  338. You are welcome Martin. I hope our conversation clarified your concerns
  339. You — Please update your info
  340. Yes, thanks. I only hope Shaad will now be removed from your websire
  341. Cătălin
  342. That will be done as soon as they will request it. It has to come from their side, I cannot do that proactively from here
  343. You — Please update your info
  344. well I will proactively not be ordering from you again then
  345. from any Take Away
  346. this is the point
  347. Just Eat cannot take an order from a take away which does not exits thats fraudulent
  348. especially as you now know they are trading as Mango
  349. Cătălin
  350. Martin, I've explained you that until they request the changes they will remain Shaad. It was a mistake that they answered with the future name of the takeaway and I advised them upon that. From our side your order was from Shaad restaurant.
  351. You — Please update your info
  352. ok, I give in
  353. Cătălin
  354. We have been chatting for almost 1 hour now and I would like to thank you for the conversation. I will close it now as there are no more things to say regarding this situation
  355. My replacements are not here yet
  356. Ibby
  357. Sorry to hear that! Let me just look in to this for you.
  358. Sorry it's taking a while, I'm just reading over the previous chat you had with a colleague.
  359. Martin Brook
  360. its just arrived and the onion bargis are here but the taka dal is not AGAIN
  361. Ibby
  362. I see. Let me just look in to your order as well.
  363. Martin Brook
  364. they have delivered the same dish , which is not taka dal
  365. maybe because its not the same take away
  366. Ibby
  367. Ok Martin. I've read over the previous chat and can see that "Shaad Restaurant" is currently undergoing a change of ownership, and also rebranding. On Just Eat they are still listed as Shaad Restaurant however, and I can assure you if you have any problems, we will help you to sort them out.
  368. Martin Brook
  369. ok I'd like Taka Dal like Shaad used to make
  370. Ibby
  371. Now, in regards to your missing item, I can see you've had quite a few issues trying to get the restaurant to re-deliver them, and even when they have re-delivered, they've still missed out on the Tarka Dhall. As a result of this miscommunication and as the restaurant have already tried to re-deliver the food but you are still unhappy with it, I will be happy to offer a £2.50 Just Eat voucher to use towards your next order.
  372. Martin Brook
  373. nope
  374. Ibby
  375. This £2.50 should cover the cost of the Tarka Dhall which you haven't received.
  376. Martin Brook
  377. nope, I'm not ordering form you again
  378. Ibby
  379. Ok Martin, if you don't want to accept this, please inform me of what you propose as a resolution for this?
  380. Would you prefer a refund from the restaurant directly?
  381. Also, I would like to know what has made you angry with Just Eat as a company please?
  382. Martin Brook
  383. Here's what you ordered
  384.  
  385.  
  386.  
  387. Name No Price
  388.  
  389. Vindaloo Dishes : Chicken 1 £5.50
  390.  
  391. Tarka Dhall 1 £2.50
  392. Lentils & garlic
  393. Your institance that the take away is in charge of informing you of a change in ownership
  394. You have no right to still take orders on Shaads behalf its fraudulent
  395. If you did not knowing do that then I'm ok with that
  396. but you college rang them and confirmed Mango is now trading under Shaads name
  397. Ibby
  398. I'm afraid I don't deal with restaurant management Martin, but the team that does deal with them has obviously made sure nothing is fraudulent.
  399. Martin Brook
  400. ok
  401. no problem
  402. Ibby
  403. Ok Martin, in some cases, an old owner of a restaurant can pass the rights of the old name of the restaurant to the new owners, and in this case, that is probably what has happened, hence why there is no fraudulent activities involved here.
  404. Martin Brook
  405. so is that it 2.50 credit for me and you will continue to process orders taken in Shaads name even though you know they are now trading as Mango?
  406. Ibby
  407. Now, when the restaurant has FULLY undergone a rebrand, only then will the restaurant have to contact us to update themselves on our site, and Shaad Restaurant will be no more.
  408. Martin Brook
  409. How do you define FULLY?
  410. ie do you decide or them?
  411. Ibby
  412. When they have sent in the relevant required information. We don't wish for an incomplete rebranding of a restaurant to be displayed on our site.
  413. Martin Brook
  414. I'd say answering the Phone as Mango is fully rebranding themselves
  415. Ok , I've still not got my Taka Dal
  416. Ibby
  417. I understand your concern Martin, and I do appreciate you trying to make sure our restaurant partners are not doing anything against the law.
  418. Martin Brook
  419. You took the order
  420. Ibby
  421. If you would like to, I would recommend that you complain to the team who deals with this type of issue?
  422. Martin Brook
  423. Here's what you ordered
  424.  
  425.  
  426.  
  427. Name No Price
  428.  
  429. Vindaloo Dishes : Chicken 1 £5.50
  430.  
  431. Tarka Dhall 1 £2.50
  432. Lentils & garlic
  433. Thanks for your order, Martin
  434.  
  435. Shaad Restaurant has received your order and they’ll be delivering it at 21:30 on 28/10/2016.
  436. Ibby
  437. Ok Martin, now that we have the issue of the rebranding aside, would you be willing to accept compensation for the missing item?
  438. Martin Brook
  439. well they won't because they don't exist
  440. no
  441. Ibby
  442. So what would you like us to do?
  443. Martin Brook
  444. its up to you
  445. Ibby
  446. I've offered you a voucher as compensation, which you aren't willing to accept.
  447. So if you wouldn't like any sort of compensation, is there anything else I can help you with?
  448. Martin Brook
  449. no
  450. Ibby
  451. Ok, thanks for contacting Just Eat Martin, and I hope you have a good evening.
  452. Ibby is typing...
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