Consumer problems related to online food delivery service: tips for trouble-free use
With the increased use of online food delivery service, there was a surge of inquiries about online food delivery service received by local consumer affairs centers and the like across Japan in fiscal 2020. Since fiscal 2021, the number of inquiries hovers between 600 and below 700.
The inquiries about online food delivery service mainly consists of those about "one-time food delivery service" and those about "regular food delivery service" (e.g. regular delivery of box meals, daily dishes and so on). You can use any of the delivery services according to your needs, but it is important to understand how and what kind of service you use.
Here, NCAC would like to share characteristics of the problems and tips for trouble-free use of online food delivery service.
Types of online food delivery service
One-time food delivery service
One-time food delivery service roughly consists of the following two. As an increasing number of consumers used the second type during the Covid-19 pandemic, inquiries about the second type increased.
- Ordering on websites and apps provided by eateries
- Ordering on websites and apps provided by food delivery businesses
Regular food delivery service
Weekly or monthly delivery service of chilled or frozen prepared food (e.g. box meals, daily dishes). It is often the case that while first order prices and unit prices are lower, the number of purchases is fixed or the contract continues till you cancel it. You can place an order on websites or apps provided by businesses selling box meals, daily dishes and so on.
Sample Cases
One-time food delivery service
- It seems that a delivery person didn't know how to get to my home. My order was canceled automatically before delivery. I want to get a full refund.
- My order was not delivered. The shop told me that the delivery location was not pinned correctly on the app. I want to get a full refund.
- Although I called back a delivery person, I didn't get through to the person and my order was canceled. Nevertheless, I was billed for the order.
- The wrong food was delivered and I called the shop. The shop says there will be no refund. I want to get a full refund,
Regular food delivery service
- When searching on the Internet, I found a box meal delivery service offering a discount on a first order. Soon after placing an order, I noticed that the meal box is too big for my refrigerator. I want to cancel my order.
- I ordered a delivery of frozen food on the Internet. One of my family members refused to receive it without knowing I ordered it.
Advice for consumers
One-time food delivery service (in particular, when ordering on websites and apps provided by food delivery businesses)
Note the following when using one-time food delivery service.
Before placing an order:
- Terms of use
- Help page, page showing how to use the app
- How to contact a delivery person
- Contact information in case of trouble (customer support webform may be on websites and apps provided by food delivery businesses)
When placing an order:
- Enter correct postal address, including the building name and the room number.
- Add supplementary information if possible, such as appearance of the building and the entrance location, in addition to postal address.
- Check if the destination pin on the map correctly shows the destination address. If the delivery location is not pinned correctly, be sure to correct it.
- If you can choose how to receive your order (delivery in person, leaving at door), confirm the way to receive it.
From placing an order to receiving delivery:
- Be sure to respond to a delivery person (e.g. telephone, online message)
- If you were unable on the phone, call back soon
- If you have chosen delivery in person, stand by so that you can take delivery smoothly.
- If you don't respond to a delivery person within a certain time or you missed a chance to take delivery, your order will be canceled and billed for your order. Be careful.
- If you encounter trouble (e.g. delivery of wrong food), contact the business through the website or app provided by the food delivery business. If you do so, the business may handle the problem sooner.
Regular food delivery service:
- Before placing an order, check the number of items per delivery, the number of purchases, terms for changing or canceling your order.
- Check the delivery date so that you can surely take delivery.
- Tell your family members in advance that your food order will be delivered so that any of your family members can receive it even if you are out.
