Not long ago I ordered a Pizza through JustEat. The takeaway in question then took my mobile number (without my permission) and started to send me unsolicited marketing text messages with no way to opt out.
After asking twitter for advice (and got some), but considering I knew of the organisation that was sending me these, I wondered what the best way to just stop receiving these text messages.
I contacted Just Eat’s customer service. Consider the service I received here in comparison to other similar customer services experiences.
Me: A pizza takeaway I once used, is sending me unsolicited marketing SMS from “Herbies” with no way to opt-out. What do I do?
Welcome to Just Eat Customer Services. You are through to Deniece.
Deniece:
Hello Tim,
Me:
hi!
Deniece:
I am sorry to hear this. You would need to contact the takeaway about this as we do not get involved with this type of marketing activity
Deniece:
The takeaway are independently owned from JUST EAT.
Me:
I understand that JUST EAT are not responsible for their actions, and I love you guys.
However given that you were involved in passing my details on to the company, who have then abused the purpose they were given to them for, I think you might be able to help better here.
Me:
I imagine you require each of your partner takeaways to agree to terms and conditions, and I’d be surprised if that allowed them to store and use my details for marketing purposes? Is that the case?
Deniece:
Takeaways would have your contact details if you placed an order with them directly as they store phone numbers and address for phone orders. They need this information to be able to deliver to you and contact you if there is a problem with your order. I am happy to call them and request they remove your details, but I can not offer any guarantee that they will do this. Please bear with me.
Me:
That would be wonderful.
Me:
I would be very happy if you did that.
Deniece:
I have spoken to them and they have said they will remove your number from their database.
Deniece:
Is there anything else I can help you with?
Me:
(And I understand that you cannot offer any gurantee’s but the effort is appreicated)
Me:
That’s all, thanks for being awesome Deniece. I hope you have a great day and I hope you get some more friendly customers today.
Deniece:
It did sounds as though he was actually doing it while I was on the phone..so fingers crossed..
Me:
Thank you so much.
Deniece:
You have been very friendly!
Deniece:
No problem at all, I’m happy to help.
Deniece:
Thank you for using Just Eat, you have been speaking to Deniece. I hope you have a good evening. Goodbye.
Deniece has left the conversation.
So let’s look back at this:
It’s not actually Just Eat’s fault that I have this problem – however as the middleman that set up the original transaction, and as a middleman who wants to have future transactions with me – in theory at least – they have an interest in keeping me happy.
They went out of their way to sort out a badly behaved supplier of theirs. The person I spoke to was personable, sounded like a real human, and was easy to empathise with.
This is a big difference compared to eBay.
Well done JustEat, you keep my business! 🙂