We ordered our dinner with Fortune Cat through JustEat at 7pm on a Sunday night, as we do every now and then as loyal customers. The JustEat app indicated that the estimated delivery time was 7.50pm. At 8pm, after 1 hour of waiting and 10 minutes after the estimated delivery time, we called Fortune Cat to check on our order. However, despite repeatedly stating and verifying our postcode, the receiver somehow could not find our order and after a few attempts gave us a generic response that our food would arrive within the next 10 minutes.
After 15 mins, we called Fortune Cat again, repeating the cycle with the receiver who kept mishearing our postcode and not being able to locate our order, we were then told that it should be with us in 10 minutes (again). Of course, we raised our displeasure at the situation because the receiver was clearly just giving us a random time to get us off the phone, so we asked for the number of the delivery man and dialled him immediately.
The driver was absolutely disturbing - he picked up but barely said 2 sentences as we tried to communicate; we politely asked if he had our order (verifying our address) and what his estimated arrival time was, including offering to give him directions, but he somehow could not comprehend anything and just mumbled "uh mmm uhhh mm". He then proceeded to hang up on us. Now, until this point, we tried our very best to keep it cool and polite as we supressed our frustrations resulting from our hunger at our food being so late as well as repeatedly dealing with very unhelpful staff.
The driver finally arrived at 8.20pm, half an hour after our estimated delivery time. We questioned him about our phone call and how he just hung up on us, but he gave us a blank expression and could not provide any response, much less an apology. He just handed us the food and the receipt and asked for payment. We were very upset at this point with how everything had been handled by Fortune Cat and the delivery man and called the Fortune Cat for the third time. Even at this point, it seemed that they could not find our order despite us repeating and verifying the postcode and the fact that I was holding the receipt from Fortune Cat in my hands. We informed that we were extremely unsatisfied with their service and would not be paying for the dinner, hoping for at least an apology and maybe some form of compensation. Receiver A (the same receiver who answered our previous 2 phone calls) eventually said "okay" to our requests. Throughout the whole process, I could hear her colleague and boss speaking in the background repeating my postcode and saying they couldn't find anything despite having generated a receipt with my details and the correct postcode and delivering the correct order.
We then conveyed our conversation to the driver, informing him of what the restaurant had said, taking our food and asking him to continue on his way. The delivery man then insisted on calling the restaurant for verification (fair enough, no objections on that), but Receiver B, who was the boss I heard in the background earlier now said "no" and instructed the delivery man to take the food and return to the restaurant. We were indignant because the restaurant had clearly given us two conflicting messages in the span of several minutes. This escalated quickly when the driver threatened me, forcefully snatched the food away (I'm just a skinny Asian girl), and said "don't make me speak in a different language" and yelled "nothing is free in this world" before storming off. We then proceeded to call Fortune Cat (for the fourth time), whereupon Receiver B, the boss, answered the phone and explained that her colleague (Receiver A) had told her the wrong postcode the whole time, which was rubbish because I could hear her in the background the whole time repeating the correct postcode and insisting it could not be found. Even if this were true, surely that was the fault of the staff who couldn't seem to grasp the correct postcode after so many attempts and we should not be the ones who have to pay for the deficiencies of their own staff. She confirmed she had told the delivery man to return with the food since we did not want to pay for the food and did not once attempt to provide anything resembling a sincere apology or attempt to placate us in any way. When I told her I would not be ordering from them again, she said "okay" and hung up.
We were never expecting to have a free meal and were more than happy to pay for our food, having been loyal customers of Fortune Cat for more than a year. After the delayed delivery, exacerbated by the unhelpful staff and the blur/blank/rude deliveryman, if Fortune Cat had been apologetic and made a sincere attempt at rectifying or improving the situation in some way, that would have been sufficient. Two portions of takeaway is definitely not worth any further fuss or potential physical harm, especially when there are so many other equivalent takeaways read more