Just-Eat: From the once leader in service to a Tragic mess

There was a time when Just Eat was the best in the business: fair pricing, fast delivery, and a standard of courier that set the benchmark high even if more expansive.

That has changed dramatically, with a gradual decline in service over the last 18 months. Today, the service is tragic at best and often non-functional. You may or may not be aware that Just Eat takes 30% of the bill in commission and also charge you £5 to use it. The business spent about £15,000 with Just Eat in 2023, £470 in 2024, and £175 in 2025 as a direct result of this deterioration.

Today, I ordered at 12:32 from a restaurant about 10 minutes away by car. I cancelled that order at 14:45 because it hadn't arrived and they were still 'finding a driver'. How can it possibly take 2 hours to find a driver? The poor resturant is left hanging with orders incomming that they can't fulfill because Just-Eat can't find anyone to do deliver it.

I then placed another order with a restaurant only 5 minutes away, which I cancelled 51 minutes later for the same reason.

Just Eat sent me a cancellation confirmation that reads:

You have successfully cancelled order number 7……….

If you have been charged there will be no refund for this order.

It's astonishing they're still in business. Having spoken with a few resturants that I know personally, they all dispise Just-eat now, for the lack of support right through to 'drivers' never showing up when promised, and attitude problems when they do.

Let's discuss support, or rather the complete absence of it. We used to be able to 'chat' with someone at Just Eat via the app or website to resolve issues. I recall once requesting 30 minutes for an order, and the support person 'called the restaurant' for me to check on the delay. That was service. Today, there's no one to contact, no chat — only 'fill in the form and we'll get back to you in a few days'. I don't want to criticise Just Eat too harshly here; Uber Eats is the same, with endless unhelpful menus, but it's the handling that takes the biscuit.

The 'we'll get back to you' isn't even a person. Yes, they're using AI to handle customer service queries. I couldn't resist exploring that a little before deleting the app entirely.

I asked: 'This order took way longer than expected and was stone cold on arrival. Why?'

Here's what I received:

Samuel (Just Eat UK)

Hi,

I'm sorry your order has arrived late.

Although we always try to make sure orders are delivered on time, there are several things – such as traffic, busy periods, and weather conditions – which can affect deliveries. Thank you for understanding.

So I clarified my question, providing the locations on the map and explaining why it took so long. I received back:

Hi,

I'm sorry your order has arrived late.

Although we always try to make sure orders are delivered on time, there are several things – such as traffic, busy periods, and weather conditions – which can affect deliveries. Thank you for understanding.

Not wishing to give up, and having realised this was AI, I asked a more direct question and received:

Princess Ocava (Just Eat UK)

Hi XXX,

Thanks for getting in touch with Just Eat about order 699……….

The order was delivered to your address at 13:07:14. Your delivery code was shared with the courier successfully. In this case I am unable to provide you with any compensation.

Thank you for reaching out and giving me the chance to look into this for you. If there's anything else you need help with, please head over to our FAQ in our Help Centre via the app or website.

Okay, now it's using my name instead of just 'Hi', but it's worth noting that at no point did I ask for compensation. Let's try something random. I received back:

Mekala Ramesh (Just Eat UK)

Hi XXX,

I'm sorry your order has arrived late.

Although we always try to make sure orders are delivered on time, there are several things – such as traffic, busy periods, and weather conditions – which can affect deliveries. Thank you for understanding.

Are we seeing a pattern here? Just for fun, I asked it to rate Just Eat's service. I received:

Talugula Divya (Just Eat UK)

Hi XXX,

Thank you for your response regarding the outcome of your query.

In line with the information provided, I have taken the opportunity to review your case again. I can see that the initial decision was correct, and I'm unable to change the outcome for this order issue.

I appreciate you raising your concern and giving me the chance to look into this for you. After reviewing everything, this is our final decision on this issue. If there's anything else you need help with, please head over to our FAQ in our Help Centre via the app or website.

Well, that was truly the worst customer service experience I've ever had, except perhaps DPD, which currently holds the title. This is clearly AI generating nonsensical responses through badly coded AI models to avoid employing real people for genuine customer service, and to make matters worse they're making up peoples names to try and hide the fact!. Is this the future? Probably, but it only serves to destroy the reputation of a once great business that evidently doesn't care about its one-star rating.

Alternatives? Well, we have UberEats where you food is unlikely to arrive because the 'courier' doesn't know how to read road signs and house numbers, or Deliveroo where everything arrives cold because they are all on bicycles and taking ages to arrive.

This is the state of food delivery in the UK at the end of 2025, and it's absolutely terrible.

If there was a service that wasn't rubbish, I would use it even if it cost a premium, even if it cost TWICE THE PRICE!