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:

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

Step 2:

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:

You must attach a photo of the delivered product you are logging an issue for. If you do not have photographic proof of the product to support your claim, you will not be able to progress with your report.

Step 4:

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.

How to report an issue without photographic evidence

You cannot report an issue using the Report Issue tool without photographic evidence unless your order has not been delivered.

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.