Toby Atkin-Wright

Twice now Deliveroo have refused to refund me for items missing from an order. And have offered no explanation.

Since the middle of last year we’ve grown to depend on Deliveroo for our regular grocery deliveries. Most weeks I place an order with Aldi and an order with Morrisons, and between the two, we get much of what we need to feed us for the week.

Our Aldi orders occasionally have missing items, and our Morrisons orders often have missing items. We’ve learned to check everything when it arrives, and mark the missing items on the Deliveroo website for a refund. Which has worked well.

Until the beginning of this month.

The refund process changed on the Deliveroo site. Now one has to upload a photograph of a receipt when one makes a report of a missing item.

Morrisons do not provide a receipt.

A fortnight ago Deliveroo refused a refund for a missing item (an Easter egg at £4.20), and didn’t explain why. I was annoyed, but assumed it was a glitch, and couldn't be bothered to follow it up at the time.

Until it happened again, with today’s order. Deliveroo refused a refund for another missing item (Quorn Bacon at £2.10 for those keeping track at home). Again, they didn’t offer a reason for their refusal. This time I did follow it up.