Newspaper article Manchester Evening News

Don't Go Hangry. Complain!

Newspaper article Manchester Evening News

Don't Go Hangry. Complain!

Article excerpt

I'M often asked what inspired me to set up Resolver. It won't surprise you to learn it was a bout of spectacularly awful customer service when my boiler packed in and left me and the family without heating for a month. In winter.

Years later, I still encounter awful customer service. One of the fastest growing areas of complaint that I see at the moment involves food delivery.

If you've popped down to a local takeout recently, chances are you'll have seen delivery drivers waiting to collect food for their customers. They have my sympathy. With margins so low, delivery companies work their drivers hard and it can be a bit of a thankless job.

But delivery companies can be useless too. I ordered a meal for the family last weekend with three hours' notice. The delivery company accepted the order and took my money. But 30 minutes after the allotted delivery time, no food was in sight. They then cancelled the order due to a lack of drivers. By this point it was 11.30pm and it was too late to get an alternative. I then spent a very Angry and terrible hangry hour using the live chat function of the delivery company's website trying to get them to address why they failed with my order. It was frustrating.

When I spoke to the team at Resolver, most of them had a similar story to tell about delivery firms. Our users have been making a huge number of complaints, from buck-passing to restaurants, wrong orders and misleading information.

In total, more than 37,000 complaints about takeaways and deliveries have been made since I set up Resolver, with complaints up an extraordinary 86% last year. A lot of these cases have been driven by delivery issues. Too many.

So, lots of us are going hungry of an evening. While this isn't the end of the world, it is indicative of a serious problem with this rapidly expanding industry.

It's vital that we let businesses know where they're getting it wrong. …

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