We aim to give you a seamless food ordering experience, every single time. Now and again, you may need to contact us regarding your order – so we’ve created an even easier, quicker and more convenient way for you to do so.

Reporting an issue

Step 1: Report issue

Click the “Report Issue” next to the order of concern.

Step 2: Log your issue

A pop-up will appear, prompting you to select one of the following options:

• My Order hasn’t arrived yet – The order has not been delivered
• There are issues with some of the products I received – If there are any issues on the items like missing, damaged or poor quality
• I want to report something else – If there are any other issues on the order that were not listed.

*For incorrect items delivered, you can contact the supplier directly by selecting this option, as their phone number is readily accessible.

Each item from your order will be listed in the Report Issue pop-up. Use the drop-down menu to select an option for each product you wish to log an issue for.

Step 3: Attach a photo

Please attach a photo of the delivered product for which you are reporting an issue. Without photographic evidence to support your claim, you will not be able to proceed with your report. We also recommend including a brief description of the issue for the supplier’s reference.

Step 4: Submit report

Submit your issue report. Suppliers will review your report within 48 business hours. Unless you hear from us, a refund will be given. If there is any pushback from the Supplier, we will be in touch.

What happens after you report an issue?

Once your issue has been raised, you will receive an automatic email to confirm. On your FoodByUs dashboard, you will see a notification that an issue has been raised.

An email will be sent to the Supplier to alert them that an issue has been raised. The supplier has 48 hours to review and grant credits. In the case that the supplier requires more information or disagrees, we’ll be in touch to help resolve your issue.

NOTE: FoodByUs will only assist with the issue resolution process. We will not issue credits. Credits must be granted and issued directly by the supplier.