A Nottingham mum is furious with Deliveroo after being charged for an order she did not receive. Mum Yemi Edwards made a Deliveroo order from Sainsbury's in Wollaton whilst on the school run but discovered the app selected her old home address in Beeston rather than her current home in Bramcote.
She believes the mix up happened as she was between the two properties when she ordered the sandwiches, snacks for the kids and some drinks. Yemi explained: "I think because I ordered it near where I used to live it picked it up, and they were both named Home.
"As it was coming I got a text to say get ready for your order, I looked at it to see how far away there were and I thought wait... I recognise the road, but that's not right. So I looked at the home and it had switched back to where I was now, but it was being sent to my old home.
"I tried to call Deliveroo and there was absolutely no option to talk to them, the only thing I could do was talk to the driver. So I called him and it sounded like he had not got to the house yet but he wasn't far."
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Yemi continued: "I said I'm really sorry it's going to the wrong address, is there any way you can bring it to where I am now which isn't far away or take it back to the shop as it's not letting me cancel it on the app. I said can you at least cancel it if you can't come to me."
The driver explained that he needed to be close to the location to be able to cancel the order, and once he was he told Yemi he had to wait for several minutes and then could mark the order as undelivered. Yemi tried to speak to Deliveroo but couldn't find an option to speak to someone, but a live chat option appeared after the order was marked as undelivered.
She said: "I explained the whole thing via the text chat and they basically said sorry for your inconvenience and leave your feedback and hopefully you're experience will be better next time." After taking to Twitter, Yemi managed to speak to another person on the app who "basically told me the same thing" and that the order had been delivered to the property.
Yemi got in touch with the person living at her old house and they told her nothing had come from Deliveroo, and showed her their doorbell video camera which showed nobody arriving at around 4pm when Deliveroo said the driver was there. The order cost Yemi £25.46 and she has not received a refund.
On Wednesday, December 7, two days after Yemi had placed the order she received a message from Deliveroo stating that they looked into it, but feel that there is no need for compensation. Yemi said: "I don't know why won't Deliveroo give me back my money as I haven't had the stuff, it wasn't delivered. Who has it and where did it go, and what justifies them to keep it?"
Following the problem with her Deliveroo order, Yemi ordered Uber Eats for her family. She said: "When they do give me back the money, as I'm sure they will, I'm going to donate it to a local food bank as I feel like I've already spent it now when I had my replacement from Uber Eats, but I don't want Deliveroo to keep the money, I'd rather it went to help someone."
A Deliveroo spokesperson said: "It appears the customer accidentally ordered her delivery to a previous address and we can see the rider went to that address. We do need customers to ensure their delivery details are correct but can understand mistakes happen, so we've offered the customer a gesture of goodwill and hope to see her shopping with Deliveroo again soon."
Sainsbury's was approached for comment.
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