– I’m sorry, pissed off and feel that they don’t care. I will never order through them again, says Jeanette Flåten to TV 2 help you.
The fleet sat with the family on a Friday evening and discussed what they were going to eat for dinner. They decided to order take away through the food delivery service Foodora.
– We ordered three large pizzas from Pizzabakeren through the Foodora app. We, especially the children, were looking forward to this meal, says Flåten.
But they would never get to enjoy the pizzas.
PIZZA-READY: The Flåten family ordered pizzas from Pizzabakeren for NOK 700. Photo: Screenshot/Foodora
Never showed up
The food for the Flåten family was listed as “prepared” for an hour in the app, then the order was suddenly cancelled.
– The app suddenly stopped working. We understood nothing. No one called us, and no one ever showed up at the door either.
The fleet therefore contacts Foodora’s customer service, but they are of little help there, according to the 31-year-old.
CANCELED: The order went from being prepared to suddenly being cancelled. Photo: Screenshot
– They inform us that the courier has tried to call us several times, and when we did not answer, the order was cancelled.
– In these times, who can afford to make such an order for over NOK 700, and then not be present or pick up the phone when they call? At least not us, a family with children, she says.
Read Foodora’s explanation further down in the case.
– Never again
The fleet does not give up. She sends a screenshot of the call log and tries to explain that no one called, but to no avail.
– I think it is sad that they blame me when we have been sitting and waiting the whole time.
– I assumed that I would get the money back as it was not my responsibility, and I did not hear anything from them. I was simply shocked. I am so done with Foodora.
– At the same time, I thought that the bid is now enjoying himself with three pizzas.
STATED: Jeanette Flåten thinks it’s silly to throw the money straight out the window. Photo: Private
– I was simply deceived, and will never order from them again, says the 31-year-old.
Terrible review
The Flåten family is far from alone in being dissatisfied with the company. On the review website Trustpilot, customers rage against Foodora for, among other things, missing or poor delivery and cancellation of orders.
91 percent give the company only one star.
HIGHLY DISSATISFIED: On the review site Trustpilot, Foodora has 1.2 out of 5 stars. Photo: Trustpilot
Among them is David Hammer (23), who wrote, among other things:
ONE STAR: This is the start of the long feedback from David Hammer to Foodora. Photo: Screenshot/Trustpilot
– Late and cold food is the main problem. Foodora has one positive thing, and it’s nice employees, who stress like nothing about getting the food delivered in a quick and satisfactory way. The problem is that these are overworked. They often have several deliveries at once, which also means that the food is delayed and cold, says Hammer.
– It’s not good, and I wonder what makes them take more orders than they apparently have the capacity for.
Foodora covers several of his favorite restaurants, which is why Hammer has ordered from there. Now he has had enough.
ORDERED MANY TIMES: David Hammer has previously been satisfied and used Foodora for many years. Now he is bored. Photo: Private
He writes further in the review on Trustpilot:
“I’ve probably ordered food from you up to 100 times and the food gets cold every damn time, and I’ve had enough. Yes, I can only cook myself, and yes, I can go and buy food right down the street if I feel like it. This is absolutely a first world problem”.
In conclusion, the 23-year-old writes:
“No, you know what? Have a good time Foodora. It was time to say goodbye. You will not be missed”.
Foodora:
- Foodora is an online food delivery service with headquarters in Stockholm.
- Foodora started in Munich, Germany, in 2014 and has been part of the world’s largest food delivery company, Delivery Hero, since 2015.
- Foodora offers meals from more than 6,500 selected restaurants in ten countries worldwide.
Source: Foodora.no
– Foodora has a job to do
Several frustrated customers say they do not know who to turn to when Foodora and the restaurants “blame” each other. Lawyer at the Consumer Council Thomas Iversen clarifies that customers shall deal with the food delivery service.
– If it is Foodora or their courier that is the cause of the food not being delivered, then it is clear that the consumer must deal with Foodora, says Thomas Iversen.
BETTER ROUTINES: – Here it seems that Foodora has a job to do with its own routines to ensure that customers get what they order, says Thomas Iversen of the Consumer Council. Photo: Halvor Pritzlaff Njerve / Consumer Council
– Customers who have not received what they ordered should demand their money back. If Foodora does not refund, the consumer can make the same claim to the card issuer.
Furthermore, he gives direct advice to the company:
– Companies that experience dissatisfaction and complaints should go through the complaints, and then see what needs to be improved. There may be a need for a revision of routines and work descriptions that reduce the problems the customers describe.
TIP US:
Are you dissatisfied with a purchase or a service, or do you have tips on other consumer matters? Contact: About[email protected]
– It hurts to hear
TV 2 helps you get in touch with the press officer in Foodora Norway, Mads Blybakken. He writes this:
“Bad customer experiences always hurt to hear about. Among the millions of deliveries we made in 2022, one to two percent were seriously delayed. Even if the number is low, we are not satisfied until the number is zero”, writes Mads Blybakken.
UNDERSTANDING: – Having to wait, or not getting your food at all, is hugely frustrating for whatever reason, says Mads Blybakken. Photo: Foodora
He explains the pizzas that never made it to the Flåten family:
– The courier was at the building for ten minutes in search of the customer, before he contacted his colleagues in the office, who then tried to call the customer.
– Why they didn’t get through, I simply don’t know, but we are working to find out. Since we use a digital calling system with data stored in Germany and not our employees’ personal phones, it takes some time to figure it out. We have therefore refunded the customer.
Blybakken will not comment on why the delivery man did not call the customer himself when the pizzas were ready.
– We refund the customers if they do not receive the food (and as long as the customers are available), if it is the wrong item, if the food is not edible or more than an hour late, he adds.
VISIBLE FOOD DELIVERY SERVICE: Foodora is known for its cute pink bike delivery. Photo: Aleksander Myklebust / TV 2
Furthermore, he explains that Foodora has taken measures so that something similar does not occur:
– We have made it possible for the customers and the couriers to chat with each other via the app to solve problems such as this.
Blybakken denies that Foodora is taking on more than the bids can handle.
– We have a sophisticated computer system that sets up the routes and deliveries, so the vast majority of bids can choose to decline and undertake even less than what is proposed.
– The fact that some of the deliveries are delayed or are cold can be caused by several things, but in the times we are in now, there is no hiding the fact that Norwegian winter weather makes minute deliveries challenging, even though it usually goes perfectly well, says Blybakken.
In conclusion, he writes that Foodora is constantly working to improve:
“There are three areas we work on the most and which are already having a good effect. It is to help the restaurants to have the food ready when the bids arrive, to assist the bids in finding the customer safely and quickly, and to get enough bids for work when there is the most pressure.”
Take away test: – Looks absolutely terrible:
