hungryhouse Bewertungen 2.647

Antwort von hungryhouse

9. Mai 2018

Hi there,

I apologise for any inconvenience our upcoming closure may cause you or your business, we can understand this may be upsetting.

I would like to ensure you that we are not partaking in any illegal activity in this case. When we were purchased by Just Eat, we were not aware that they would take these steps. However, please be aware that the decision to unify the two brands will be a positive experience for your restaurant. We have been working closely with Just Eat over the last few months to migrate our customer base over to their platform. After May 22nd, if a customer comes to hungryhouse to place an order to your restaurant, they will be advised to do so through Just Eat's platform instead. Over the coming weeks, you will see a decline in hungryhouse orders, but a rise in Just Eat orders.

In regards to the joining fee and setup fee, I would be more than happy to give you a call personally and talk you through this. If you would be so kind as to send over the details of your restaurant, I will follow this up for you.

All the best,
Your hungryhouse social media team

Antwort von hungryhouse

9. Mai 2018

Hi Leon,

Thanks for taking the time to leave your feedback.

We take any food hygiene issues to do with our partner restaurants very seriously. All restaurants must provide us with an up to date rating from the Food Standards Agency in order to take orders through hungryhouse. If any restaurant is not above a certain grade, they are removed from the platform until this is improved. Our dedicated Restaurant Operations department monitor this to ensure our restaurants are held to a high standard.

If there is ever a case of suspected food poisoning, we advise our customers to make contact with the FSA as soon as possible by following this link: http://www.food.gov.uk/enforcement/report-problem. The FSA are an independent governmental body who are responsible for monitoring the food quality of all restaurants and takeaways in the UK, and they are therefore better equipped to investigate issues like these further.

Serious claims like these must be investigated by the Food Standards Authority. They will be in touch with the restaurant to assess whether they meet the health and safety standards and they have the right to take action against the restaurant if they fail to meet standards.

I would be happy to investigate this for you if you could provide me with your order number.

Best,
Your hungryhouse social media team

Antwort von hungryhouse

9. Mai 2018

Hi there,

We are so happy to hear you have enjoyed being in business with us, and that it has been a positive experience for you. We wish you and yours all the best with your business and in your future endeavours. If you have any queries or concerns regarding the upcoming closure on May 22nd, please don't hesitate to give us a call.

Best wishes,
Your hungryhouse social media team

Antwort von hungryhouse

9. Mai 2018

Hi Kyle,

Thank you for leaving this feedback.

I would like to apologise to you for the recent experience you had ordering through hungryhouse. I can understand how frustrating it can be to be waiting around for the delivery of your order.

We would advise you to contact the hungryhouse customer care line directly if you are having issues with any of our partner restaurants, instead of phoning them, as they may be under a bit of stress processing all of their incoming orders. Our phone line is open 24/7 and we are always happy to help in these situations.

It would be really helpful if you could send us over your order number so we can attempt to rectify this situation for you.

Kind regards,
Your hungryhouse social media team.

Antwort von hungryhouse

9. Mai 2018

Hi Sheila,

Thanks for taking the time to leave your feedback.

We're really sorry to hear you didn't enjoy your recent order with one of our partner restaurants. Here at hungryhouse we wish for all of our customers to receive the best experience possible on each occasion, and it's unfortunate that on this occasion, this did not happen.

If there is ever an issue with an order in future, we would suggest you give us a call on 02038702371 or contact us via our live chat service so we can offer you live help and quick solutions. If you would be so kind as to provide us with your order number, we could have a look into this issue for you.

All the best,
Your hungryhouse social media team

Antwort von hungryhouse

27. Apr. 2018

Hi there Naz,

I'm sorry to hear that your complaint was not followed up correctly. I understand that you may have contacted our customer care team but a resolution was not found.

What exactly was the issue? I'd like to at least take a look at the case notes and ideally find a more appropriate solution to whatever experience you had with our platform.

Please drop an email to info@hungryhouse.co.uk with the information from your order and a bit of detail about what exactly happened, then I can get to work at fixing this for you.

Many Thanks,
Your hungryhouse social media team

Antwort von hungryhouse

17. Apr. 2018

Hi there Tara,

I'm very sorry to hear about the experience you had with one of our partner restaurants - this is not the standard of service we expect!

I can see that my colleague has already processed a refund of the items and passed the case on to our Restaurant Operations team who will contact the restaurant directly, and take appropriate action - removing them from the platform if they see no necessary improvements in their processes to avoid mistakes like this happening.

Please do get in touch with us at socialmedia@hungryhouse.co.uk if you have any further queries or require further support.

King Regards,
Your hungryhouse social media team

Antwort von hungryhouse

14. Apr. 2018

Hi,

So sorry for the issues you had with your order, I know it can be very frustrating! When there are any issues whether it be non delivery or food quality we do need to speak with the restaurant to find out what exactly has happened, especially as we don't want these issues to be a regular occurrence. Once we speak with them though we are able to get that refunded for you, depending on your bank it can take 3-5 working days.

Thank you for your feedback about your experience as we are always trying to provide a better service,
If you do have any other issues or need any more information about that refund you can email us socialmedia@hungryhouse.co.uk

Kind Regards,

Your hungryhouse social media team

Antwort von hungryhouse

14. Apr. 2018

Hi,

I'm really sorry to hear that you did not receive your order! I know this can be really frustrating situation and we do keep note of issues such as these,

Would you be able to get in touch with us with your order referee number either through live chat or send us an email to make sure those funds you used get refunded back out to you. Our email address is socialmedia@hungryhouse.co.uk

Regards,
Your hungryhouse social media team

Antwort von hungryhouse

11. Apr. 2018

Hi there,

I'm sorry to hear that you had an unfavourable experience with a restaurant on the platform.

Please do get in contact with us on the live chat on our website or drop an email to info@hungryhouse.co.uk to lets us know what happened.

A member of our team would be more than happy to help you out and find a desirable resolution.

Regards,
Your hungryhouse social media team

Antwort von hungryhouse

10. Apr. 2018

Hi there Sarah,

I'm sorry that the restaurant dropped the ball so badly here! They really should have cancelled the order or explained way earlier that they could not fulfill it if they were without a driver.

As this is the restaurant's issue we cannot compensate but I really would like to see what can be done for you in this case. Please send over an email to socialmedia@hungryhouse.co.uk with your order ID in and then I can liaise with the restaurant on your behalf to see if they are willing to resolve their mess-up here.

Thanks for your patience - I look forward to receiving your email.

Regards,
Your hungryhouse social media team

Antwort von hungryhouse

10. Apr. 2018

Hey Ginny,

I'm sorry that there was an issue with the address on your order. Did you contact us at the time to try help on this?

If you can please send the order ID in an email to socialmedia@hungryhouse.co.uk and then we can take a look at what happened?

Thanks for your patience regarding this issue - I look forward to hearing back from you.

Regards,
Your hungryhouse social media team

Antwort von hungryhouse

10. Apr. 2018

Hi there Jamie,

Thanks for taking time to leave a review - I can imagine it must have been frustrating that the order was declined too late for the payment to be cancelled.

The way the system works is that if an order is cancelled after a certain amount of time it has to finish processing before we can refund it for you. The payment cannot be cancelled halfway.

We understand that it really frustrating for our customers so to mitigate this the funds will remain on your hungryhouse account until 5am so that you can access those funds to re-order.

Thanks for your patience and understanding Jamie. I'd be happy to discuss this further or follow up to make sure the refund went through if you would like? Just drop us an email to socialmedia@hungryhouse.co.uk with your order ID in and we can take a look.

Many Thanks,
Your hungryhouse social media team

Antwort von hungryhouse

10. Apr. 2018

Hello Danny,

I'm really sorry to hear that your order was both late and cold - that is not the standard of service we expect from our restaurant partners.

In this case we would normally try to arrange the restaurant collect the food in exchange for the refund so that they can see exactly what the issue was. Did the agent you spoke to on chat suggest that?

Please send over an email to socialmedia@hungryhouse.co.uk so that I can follow up on this for you? Just let us know what the issue was and send over your order ID so we can track you in our system.

Regards,
Your hungryhouse social media team

Antwort von hungryhouse

4. Apr. 2018

Hi again Adam,

Apologies for any confusion on my previous comment. I'd like to get some more information on the order before giving an accurate resolution, and was jus clarifying our general position on matters such as these.

If you send an email to socialmedia@hungryhouse.co.uk then of course we can deliver the customer care that we strive and expect to give customers.

Again sorry for any confusion regarding the previous response - I await your email so we can get this all sorted ASAP.

Regards,
Your hungryhouse social media team

Antwort von hungryhouse

4. Apr. 2018

Hello Fiona,

I'm really sorry to hear that you had such a bad experience trying a new restaurant on our platform and that our customer care team were unable to resolve this case properly.

Normally we would contact the restaurant to pass the complaint on to them and see what compensation they can offer for the issue.

It is up to them to deliver food to you at an acceptable standard, however we are there to facilitate communication and conversation between the restaurant and yourself.

As you are a regular customer and because the restaurant have not been able to take any action I would like to take a look at the case and see if we can sort out any further compensation.

Please email me on socialmedia@hungryhouse.com with your order ID I can see your information and follow up on the case.

I look forward to hearing back from you shortly.

Best Wishes,
Your hungryhouse social media team

Antwort von hungryhouse

4. Apr. 2018

Hi there Mandy,

I'm sorry to hear you had to wait so long for your delivery, but thanks for getting in touch with us to report the issue.

I found your chat conversation and can see that my colleague logged the issue which will not only downrank the restaurant in our algorithm, but will also pass the case on to our restaurant operations team to follow up with the restaurant directly.

Thanks for your patience and understanding regarding this issue.

Best,
Your hungryhouse social media team

Antwort von hungryhouse

4. Apr. 2018

Hi there James,

Apologies for the cancelled order you had with one of our partner restaurants, and for the confusion that occurred when you spoke to them.

In situations like this we will take a restaurant offline while we confirm their status and work out what is happening. This sounds like a very peculiar case so I would like to investigate further to ensure that we can sort out things with the restaurant.

Please drop an email to socialmedia@hungryhouse.co.uk with your order ID in so I can take a look at what happened, try resolve the issue with the restaurant and see if we can arrange some compensation for you having to deal with this issue.

Regards,
Your hungryhouse social media team

Antwort von hungryhouse

27. März 2018

Hi gray,

Thanks for taking the time to leave this review, we appreciate all feedback.

In order to leave feedback, you must be signed into your member's account, and the order must be above £12. We do this in an attempt to obstruct any fake reviews on our platform. There is also a chance your review could be pending moderation.

We're really sorry to hear you had a bad experience with one of our restaurant partners. Here at hungryhouse we wish for all of our customers to receive the best experience possible when they order through us, and we're sorry that this did not happen for you.

If you could provide us with your order number by emailing socialmedia@hungryhouse.co.uk, we can have a look into the above issues for you ASAP.

All the best,
Your hungryhouse social media team

Antwort von hungryhouse

26. März 2018

Hi amandajulie,

Thank you for leaving your feedback.

We're really sorry to hear that you were left waiting for your order, and that it was cold on arrival. We can understand how frustrating this must have been.We don't wish for anyone to feel as though they are not a valued customer, and wish for all of our customers to receive the best experience possible on each occasion.

If there is ever an issue with an order, we would advise you to call us or access or live chat service as the issue is ongoing so we can try and rectify it for you as soon as possible. Would you be able to send us an email to socialmedia@hungryhouse.co.uk with your order number so we can investigate this further?

All the best,
Your hungryhouse social media team