I placed an order from itsu via Deliveroo for nearly £50, and the entire experience was completely unacceptable.
The food arrived in a disastrous condition: everything was spilled, the packaging was soaked through, containers were broken, and food had leaked all over the box. It was unhygienic, looked disgusting, and was absolutely inedible. The entire order had to be thrown away.
I contacted support and provided clear photo evidence. Despite this, I was told that “everything is fine” and the food is okay. This response is frankly shocking. It shows a complete lack of accountability and basic customer care.
I expect a full refund for this order. Charging customers for food that arrives in this state is unacceptable.
If this is not resolved promptly, I will escalate this further — including raising a formal complaint and sharing this experience publicly.
This reflects extremely poorly on both itsu and Deliveroo.
I will not be ordering again.
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