Deliveroo refused to refund me on groceries when half of the order didn't arrive because the same thing happened a day previously so they decided I was lying. No way to override the computer decision. Idly considered suing them then got tired.

The half that did arrive stank of spilled kombucha (which featured in the half that didn't). COINCIDENCE?

I thought it generated a different code every time.

Clergs, I said that to them, "you're calling me the liar"  Despite the fact I'd spent thousands with them since they started up and only complained when items were missing.  They used to just make good.  Looks like new management now.

I told them I'd show up at their offices to make my complaint (having been there for work reasons previously)

I thought it generated a different code every time.

Nope, same code for all your deliveries. 

Well that's dumb.

The mistake you’re making is ordering groceries thru deliveroo ffs. 

This is a great example of the “enshittificafion” process that big online platforms go Through - there was a good article in FT Weekend two weeks ago by Cory Doctorow about it and he’s written about it elsewhere too.

Smaller and earlier stage platforms are trying to get big and grow so they actually offer value to the users - that’s how they get users and customers. Once a critical mass of customers have been locked in and have limited alternatives to choose from (eg Deliveroo and UberEats are basically a duopoly), then the focus shifts to adding value to shareholders and pumping the bottom line and squeezing the customers. 

The stories above are a fine example of this dynamic - Doctorow gives many more 

I think the codes are unique to each transaction.  Would hardly work if the delivery driver didn't know the code though so that's how he got it.

I have complained on just eat before for missing items.  They never quibble and just refund probably as they take back straight from the restaurant.  That is what surprised me here, why do they care enough when they will deduct from the supplier unless YOU are decided to be dodgy by the AI.  Definitely issue, get full disclosure as to what data they hold to disbelieve you (surely a data request of them regardless) and report back only for board amusement.

I might add that the fact it’s acceptable to get anything but anything comestible delivered by a bloke on a bike to your front door because tech ooh market oohhh customer always right is one of the reasons the economy and planet are fvcked.

just nip out to the shop you lazy git

The answer to Eddie’s sad tale is for him to put a pair of big girl’s pants on and go out and get his own shopping in.

Firstly, I have had the same code for every single delivery since they were introduced during lockdown.  I raised this with them during my dispute.  I order food once or twice a week depending on how busy I am, so like others, I assumed the code changed on every order.

The driver isn't given the code, they input it in their phone and it confirms if it's correct.  So, the only way the rider could have known the code was that he had delivered to me previously.  That particular week, I had ordered twice before and one of the drivers came across as dodgy.  

Secondly, I ordered on this occasion because I didn't want to have to lug the heavy items home

Eddie mate, no one cares

In ordered a sausage and some sauerkraut through then in 2015. It arrived cold (should have been hot). Never used them again. 

Environment killers

What Alan said

Used them once the whole experience felt financially abusive and grubby and the food came cold.

Ocado / Sainsburys / Tesco all deliver

Send them a DSAR which will presumably demonstrate that no investigation took place and cause them a load of grief. 

“Send them a DSAR “

lol. Which they’ll ignore 

The bigger issue is the fact that the driver invariably doesn't look like the photo the app gives you so clearly there is lots of sub-contracting going on.

Because you always check