Whether it is a fact or a perception, the idea that we live in a time when there is no time to do anything has taken a deep breath. Companies are aware of that generalized sensation and business models that save minutes and effort in everyday tasks.
If in the past only certain establishments offered home delivery (pizzerias, oriental restaurants, etc.), but today, the landscape in this sector has become more complex.
In fact, the intermediaries have obligations to users; they can’t ignore any irregularity, and that responsibility can increase, even in the case of those companies that actually buy food and act as resellers. A study confirms that the claims in home delivery have been increased, although such eventuality should not be attributed to the impoverishment of the service, but to a logical consequence of the increase in demand. Many are, however, new customers who have become regulars of this trend.
The legal situation
Whatever the model used to make the delivery, the final goal for the user is that the same guarantees are offered in any case. The legal aspect in this activity is, however, tricky. In front of this ‘boom’ there is still no specific legislation to regulate all these services, so there are many rules of all kinds that come into play: the General Law for the Defense of Consumers, the general law of advertising, the law of unfair competition, as well as the specific laws promulgated by the autonomous communities.
Informal complaint as our weapon
Due to the dynamics of small or moderate waste in which these services are moved, and due to the aforementioned shortcomings, the claims usually do not reach the legal route. Many establishments know that (sometimes) if we use the formal complaint we will not get anything for these cases, but we have another weapon. Our weapon are the social networks to viralize the complaint in our local area.
Advice to act
The first point that should be clarified is the one to whom the protest should be directed, whether to the establishment or to the company that is responsible for the delivery. If we deal with a restaurant, we should go to the customer service platform and if it is protected by the fact that the restaurant does not respond to reasons, we must indicate that they have to give us a solution.
The consumer also has obligation
However, the fault that the orders do not arrive in good condition may also be due to lack of information provided by the clients themselves. Some delivery platforms usually have a ‘observations’ tab to record any possible intolerances or allergies, clarify how to get to the address if our location is not easy to find or warn that the courier does not arrive before a certain time (if we are still in transit towards our house).
In the end, all parties must perform their respective obligations. And for all of us, choosing a good grocery delivery is a must if we want to get quality delivery service.
