Just Eat

How to Contact Just Eat: A Comprehensive Guide

Just Eat is one of the UK’s most popular online food delivery platforms, connecting customers with a wide range of restaurants and takeaways. Whether you have questions about an order, want to report an issue, or need help with your account, Just Eat offers multiple ways to get in touch. This guide will walk you through the best methods to contact Just Eat and resolve common issues.

Why You Might Need to Contact Just Eat

Here are some common reasons to reach out to Just Eat:

Order Issues: Incorrect items, missing food, or delayed deliveries.
Refunds: Requesting compensation for unsatisfactory orders.
Account Management: Updating details, recovering accounts, or reporting unauthorized activity.
Promotions and Discounts: Questions about offers or vouchers.
Restaurant or Delivery Feedback: Reporting concerns about service or food quality.

Just Eat’s support options cater to both customers and partner restaurants.

1. Contacting Just Eat via the Help Section

The Help section on the Just Eat website or app is the fastest way to access support.

How to Access the Help Section:

Open the Just Eat app or visit the Just Eat Help Centre.
Log in to your account for personalized support.
Select the issue category (e.g., “My Order,” “Account & Payment,” or “Vouchers & Promotions”).
Follow the prompts to submit your concern.

What You Can Do in the Help Section:

Track your current order.
Report missing or incorrect items.
Request a refund for a problematic order.
Resolve payment or account issues.

2. Calling Just Eat Customer Support

Just Eat does not provide a direct customer service phone number for general inquiries. Instead, they encourage users to contact support through their app or website.

What to Do If You Need Urgent Help:

Use the Live Chat feature or the Help Centre.
Contact the restaurant directly if the issue is related to order preparation or delivery.

For critical concerns not resolved online, you may need to escalate your issue through Just Eat’s formal complaint channels (see below).

3. Live Chat Support

Live chat is one of the quickest ways to resolve issues with Just Eat.

How to Access Live Chat:

Visit the Just Eat Help Centre.
Log in and select your issue.
If the automated system cannot resolve your query, you’ll be connected to a live agent.

When to Use Live Chat:

For immediate concerns, such as missing items or delayed orders.
To get clarification on refunds or promotional offers.

4. Social Media Support

Just Eat’s social media channels are another way to contact customer support, especially for public queries or urgent complaints.

Social Media Channels:

Twitter: Tweet or send a DM to @JustEatUK.
Facebook: Message Just Eat UK’s official page.
Instagram: Reach out via direct message at @JustEatUK.

Tips for Using Social Media:

Include your order number and a brief description of the issue.
Avoid sharing personal or sensitive information publicly.

5. Emailing Just Eat

Just Eat does not provide a public email address for customer service. Instead, all communication is routed through the Help Centre or live chat.

Alternative for Business Inquiries:

For restaurants or partners needing to contact Just Eat, there is a dedicated page for partner support. Visit the Partner Hub for assistance.

6. Reporting an Issue with an Order

If there’s a problem with your food delivery, such as incorrect items or missing dishes, Just Eat makes it easy to report issues.

Steps to Report an Issue:

Open the Just Eat app or website.
Navigate to the Orders section.
Select the order in question.
Click Report an Issue and choose the appropriate category.
Provide details about the problem and submit your report.

Common Issues You Can Report:

Food arrived cold or late.
Missing or incorrect items.
Quality concerns, such as undercooked or spoiled food.

Just Eat will typically investigate and issue a refund or credit if your complaint is valid.

7. Requesting a Refund

Refunds are one of the most common reasons customers contact Just Eat.

How to Request a Refund:

Go to the Help Centre or open the app.
Select the order and click Request a Refund under the relevant issue category.
Provide any supporting information, such as photos of the issue.

Refund Policies:

Refunds are processed at Just Eat’s discretion, often after confirming the issue with the restaurant.
You may receive a refund as a Just Eat credit or back to your original payment method.

8. Managing Complaints and Escalations

If your issue isn’t resolved through standard channels, you can escalate your complaint.

Step 1: Submit a Formal Complaint

Use the Help Centre or live chat to explain your dissatisfaction and request further action.

Step 2: Escalate to External Resolution

If Just Eat fails to resolve your issue, you can contact the UK Alternative Dispute Resolution Service or your local consumer rights organization for further help.

9. Accessibility Support

Just Eat aims to provide accessible services for all customers, including those with disabilities.

Key Features:

The app and website are designed with accessibility in mind, including screen reader compatibility.
Drivers can accommodate specific delivery needs upon request.

How to Request Accessibility Support:

Use the Help Centre to describe your needs or concerns.

10. Common Issues and Solutions

My Order Didn’t Arrive

Check the app for real-time tracking updates.
Contact Just Eat through the Help Centre if the order is significantly delayed.

I Was Overcharged for My Order

Review your order receipt in the app.
Submit a request for a refund if there’s an error.

I Need to Change My Delivery Address

Update your address in the app before placing the order.
Once an order is placed, address changes may not be possible.

The Restaurant Didn’t Respond to My Request

Use the Help Centre to report poor communication or unresolved issues.

Conclusion

Just Eat provides multiple ways to contact support and resolve issues, primarily through its app and Help Centre. While there’s no direct customer service phone line, the live chat and social media channels are responsive and effective for resolving problems quickly. Ensure you have your order details ready when contacting Just Eat for a smoother experience.