- Written by Mandy
- Category: Uncategorised
- Hits: 302
Eddielyn (Deliveroo UK)
Oct 18, 2020, 4:27 GMT+1
Thanks for letting us know about this experience. We're very sorry to hear about it. To help make sure it doesn't happen again, I'll be sharing your report with our escalations team. They will look into it and make sure appropriate action is taken.
We'd appreciate it if you could reply to this email with any details you've not already shared, for example:
a short description of the incident
location of the incident (town/city and street)
time and date of the incident (the more specific, the better)
whether this was a Cyclist/Scooter/Motorbike/Car
the rider number plate (if applicable)
anything else that can help us to identify the rider
We're going to investigate this for you as soon as possible. A member of our team will be in touch again shortly.
Oct 18, 2020, 4:59 GMT+1
You mean all the info I already gave you twice?
Nicole (Deliveroo UK)
Oct 19, 2020, 15:52 GMT+1
Could you confirm the location of the incident (town/city and street) and the time and date of the incident (the more specific, the better)?
Senior Customer Care Specialist
Oct 19, 2020, 15:59 GMT+1
9th September is the date on the tweet.
I will have to go back more for the actual image.
Oct 19, 2020, 20:55 GMT+1
Sorry i do not know your given family name. I would use it to be more
professional and from this moment on you are NOT to address me by the
fore name shown on the email address. Have you read the wonderful
document called " How not to make a angry customer furious" it is really
good. It includes lines like "never be to informal" "do not ask for
information already given" .
You have been given the information and the photograph.
The registration number is HR19HDV (which does not show as being insured
for business use (aka takeaway delivery).
The photo was taken at 19:17 on 9th september 2020.
The driver/rider is clearly identified in the photograph.
So one month after making the initial complaint you are still no closer
to an investigation.
Jack (Deliveroo UK)
Oct 20, 2020, 11:30 GMT+1
Thanks for the detailed account of the incident, and I'm really sorry for any stress this has caused you.
My name is Jack and I work in the \Serious Complaints team at Deliveroo.
In light of the serious nature of the issue you have reported, I have escalated your complaint and we are investigating this as quickly as possible. A member of our team will be in touch shortly to discuss further.
We are now attempting to try and locate a rider who was in the area at the time of this incident, using all the information you have supplied.
Again, I apologise for the issues that you had to go through on this particular occasion and it's really not what we want to hear in regards to behaviour from our riders.
If there is any further information you wish to raise in the meantime, please do let me know.