All Collections
Customer Help Centre
Issues with orders
What do I do if the quality of my order was insufficient or if I'm sick after consuming what I ordered?
What do I do if the quality of my order was insufficient or if I'm sick after consuming what I ordered?
Written by Alex Cornelius
Updated over a week ago

We are sorry that you experienced a food safety or quality issue. At Feedr we take quality and safety of food very seriously and have strict guidelines for our customer service team on how to handle issues, such as incorrect temperature, allergens not specified, contaminated food, foreign object, food poisoning allegation, etc.

Should you experience any of the above mentioned, get in touch with a member of the Feedr team immediately, either by live chat or by sending us an email to [email protected]. Our Customer Service team will help to take the next steps to resolve the issue and will work with the vendor to conduct an investigation, if necessary. To help with this, please provide as much information as possible and share photographic evidence to support your claim. As a rule, we record all incidents and notify your account manager of any issues encountered.

Feedr operates a marketplace, allowing third-party vendors to sell their products to customers through the online platform and App. By placing an order on the website or via the App, you enter directly into a contract with third-party vendors, who are responsible for the safety and quality of the food.

To join the platform, Feedr vets each vendor and ensures they have a minimum rating of 4 / 5 in ‘Scores on the Doors’ by the UK Food Standards Agency. We can provide H&S and insurance policies from all of the restaurants which we work with on request. Feedr actively monitors all vendor performance on the platform and should we discover repeated poor performance or any health and safety issues, a vendor’s position on the platform is put on alert. We may pause a vendor account until they can demonstrate that they can perform at the stand we expect or remove them from the platform altogether, if needed.

This document should be used as guidance only is subject to change without notice, and in no cases creates any legal contract or liability on Feedr. Feedr is an agent only for our vendors and the contract for provision of food is made between you as a customer and the individual vendor.

Did this answer your question?