Hungry Jack's Voucher Instead of Refund for Missing Items

Darude Sandstorm on 16/10/2024 - 10:48
Last edited 16/10/2024 - 10:58 by 1 other user

So, last week we ordered Hungry Jack’s delivery while we were in the middle of packing to move. It shows up, but half the food for the kids is missing. Naturally, we had to make a late night run to Maccas to make sure they didn’t go hungry due to this f-up.

I filed a complaint about the missing items, and instead of offering a partial refund, they’ve given us a voucher for the restaurant. The problem? We’ve just moved, and this Hungry Jack’s is now a solid 3-hour drive away. Not that I’d go back anyway, because honestly, I’ve lost trust in them after this mess.

I contacted them to explain the situation, but they’re standing by their policy that they can only offer a voucher, no refund. I thought I’d be covered under Australian Consumer Law (sections 60 & 61) for a refund in cases like this. But does offering a voucher count as “fair compensation,” or are they dodging responsibility here?

Would love to hear what you all think about this. Has anyone had similar issues with refunds vs. vouchers?

Related Stores

Hungry Jack's

• 

  woodg on 16/10/2024 - 10:51

  +22

  A voucher do not sound reasonable to me.

  • 

    El cheepo on 16/10/2024 - 16:24

    -6

    Op doesn’t sound reasonable to me.

    Think about it from their POV.
    They don’t know if it is actually their error or not.

    Who's to say it wasn’t the delivery driver snacking or you lying about it.
    They have offered a voucher to replace said food regardless of the cause.

    It’s not their problem you have moved.

    Why even bother with so much of a fight over a few bucks worth of food? Is your time not worth more?

  • 

    HeWhoKnows on 17/10/2024 - 09:11

    -7

    Disagree

    Vouchers are the norm.
    Especially when its so hard to prove anything.
    Randow people call up complaining about this just to get a free meal.

    Should be able to use the voucher at any Hungry Jacks

    Suggest Op calls the store to explain and either get a refund or voucher for any store.

• 

  Porker on 16/10/2024 - 11:05

  +3

  My experience with Maccas is that they'll do the same, that is, come back at any other time and they supply the missing food.

  In your case, rather than (like Maccas) needing to log and recover the transaction info in a journal, they've given you a store credit.

  Appreciate though if I were at (say) a restaurant and they charged me for something I never ate, I'd prefer not to pay for it rather than have the item credited to me for when I next visit.

  • 

    JimmyF on 16/10/2024 - 12:42

    +2

    My experience with Maccas is that they'll do the same, that is, come back at any other time and they supply the missing food.

    It's such a pain… I ordered through the app, paid through the app, give me a credit in the app, not this go back to the store and give them a sob story for them to look up and give you free items.

    • 

      Darude Sandstorm on 16/10/2024 - 16:22

      +1

      Yeah, mildly embarrassing situation.
      At least with Uber and things if they miss the order or provide the wrong things you can generally get a partial refund for just the missing stuff.

      • 

        JimmyF on 16/10/2024 - 16:28

        Yeah, mildly embarrassing situation.

        I have a feeling this is part of their plan. Make it a bit of a pain to do and embarrassing as well, so you don't bother going in and asking for your items.

• 

  Agarwal on 16/10/2024 - 11:09

  +4

  You could try doing a chargeback

  • 

    JimmyF on 16/10/2024 - 12:42

    LOL

  • 

    Darude Sandstorm on 16/10/2024 - 16:25

    I got half the order, can’t do a 50% chargeback so at that point it’d be theft, which they’re clearly okay with but I’m not.

• 

  bobokingdom on 16/10/2024 - 11:21

  Why didn't you called up the store when you found the food were missing? Rather then sending them a message after you moved?

  • 

    CurlCurl on 16/10/2024 - 12:35

    +2

    Why didn't you called up the store when you found the food were missing? Rather then sending them a message after you moved?

    Because he wanted to post on OzB about not getting $4.25 worth of food.

    Get over it and enjoy your new home.

    • 

      Darude Sandstorm on 16/10/2024 - 16:23

      +1

      $38.25 just to clarify, if it was 4 bux I would’ve happily taken the L.

      Edit: Just realised the $4.25 was referring to their cost of goods - like saying an iPhone is $212 because that’s all it cost them to make lol.

  • 

    Darude Sandstorm on 16/10/2024 - 16:15

    Was done through the app, I called, no answer and sent the email immediately.

• 

  CurlCurl on 16/10/2024 - 12:25

  Please share what food was missing.

  • 

    JimmyF on 16/10/2024 - 12:43

    1 nugget & 2 sauces.

  • 

    Darude Sandstorm on 16/10/2024 - 16:16

    +1

    2 large chips, box of tenders, whopper jr and bacon deluxe and 2 drinks, close to $40 of food.

    • 

      CurlCurl on 16/10/2024 - 18:29

      +1

      Wow. That's definitely worth a complaint to head office.

      You also should have said that in your opening post

• 

  pharkurnell on 16/10/2024 - 12:33

  +1

  I thought getting the order wrong was standard issue for HJ/KFC/RR/etc..

  Just keep the voucher and use it one day on a trip somewhere. Hardly worth getting pissed off about a few bux…

  I think the voucher is reasonable.. more than most people get when the order is wrong.

  YMMV

  • 

    Porker on 16/10/2024 - 13:51

    I thought this too but I think where the situation takes a turn is that it's not a 'general' credit, but rather a store-specific credit/voucher and that store is 3 hours away from OP.

    If it were a general voucher to be used at any HJ, then I too would be saying to chill.

    • 

      pharkurnell on 16/10/2024 - 13:57

      +2

      if they were handing out cash and not vouchers - how many people would be lodging fake complaints and getting cash and a feed for free

    • 

      Darude Sandstorm on 16/10/2024 - 16:18

      I’d be okay with this outcome but store specific ruined it even more.

      • 

        pharkurnell on 17/10/2024 - 10:02

        Store specific - only HJ's - or only Mooroolbark branch?

  • 

    Darude Sandstorm on 16/10/2024 - 16:18

    I’m not going to be visiting mooroolbark anytime soon, can’t use the voucher at any other store unfortunately.

  • 

    Darude Sandstorm on 16/10/2024 - 16:21

    Yeah sure, but it shouldn’t be, especially when it’s close to 40 bux, why can these places get away with it but other places can’t?

• 

  andresampras on 16/10/2024 - 18:07

  Your circumstances are the key factor here. If you hadn't moved, this wouldn't have been as big an issue, correct me if I'm wrong.

  Regardless, your choices are:

  • Leave that godawful place in the rear view mirror and forget about it
  • accept voucher and visit when you're next there
  • contact the store manager and explain the situation that you are no longer able to visit them in person. Ask nicely for refund for this special case, don't be a dramatic arse about it.
  • contact ACCC* and lodge complaint. I did this with Menulog ages ago (after being rejected by their support team) for similar situation and got my money back instead of the voucher with 30-day expiry. In my case it was 2 consecutive orders that had missing items.

  *or was it Fair Trading? Can't remember now

• 

  Meho2026 on 17/10/2024 - 07:23

  +2

  Just argue back demanding a refund.
  They try and fob everyone off with a credit or voucher because there are so many skanks scamming them.
  They back down when you push back because they figure you’re telling the truth if you’re willing to fight

• 

  Nuggies on 17/10/2024 - 10:39

  I had a similar thing happen once at Red Rooster many years ago, I rang up straight away and spoke to someone at the store advising them that the burger in my meal was missing. The girl I spoke to only offered me a 20% discount for next time. I tried to tell her that I’d like to be able to get the missing food next time as I’d then have to spend probably $40 plus dollars just to recirce the value of the missing item as a discount.

  She then told me that I could either come back that day or the 20% discount another time. Again I told her that was not an appropriate solution for the issue and I asked if there was a manager on duty to which she told me she was the manager on duty. I kindly told her not to worry about it and that I will speak to head office directly.

  Head office apologized and ended up giving me a voucher for the whole entire cost of the meal and then some. Apparently that particular staff member was not a manager at all and I assume there must have been other incidents as I was advised she had been fired.

  I’ve had missing items from hungry jacks before as well and they have always offered to replace the missing item next time and anytime that’s happened when I go in they also give a discount

• 

  Baysew on 17/10/2024 - 12:13

  Hungry Jack’s delivery

  Does Hungry Jacks have their own delivery service or is it through Menu Log, Uber Eats?

  If it is a third party, don't they have some responsibility? (May have left a bag behind)

  • 

    Darude Sandstorm on 17/10/2024 - 13:51

    Would assume so, they basically have an API from their app into doordash so HJs specific vouchers work but doordash ones don’t etc

• 

  Hirolol on 17/10/2024 - 13:59

  Lesson learnt.
  Next time just get in your car and whole mess woulda been avoided.

  Drive down and order food.
  Check the order before you leave.
  Easy.

  I had sympathy at first but realised just pure laziness tbh.
  Why didn’t you get in your car as soon as you realised the mistake?

  • 

    Darude Sandstorm on 17/10/2024 - 15:13

    +1

    Have you ever ordered anything online?
    Most things posted on this website are for delivery?
    Driving would’ve been 25 minutes there and back + 15 for food. I only have a limited amount of time to pack the house up after work.

    I got in my car and went to mcdonalds because I had to, avoiding wasting time was the primary intention, to end up having to waste time, after paying for convenience (which ended up being inconvenient) has nothing to do with laziness?
    Are you thick?

    Why don’t you walk to kogan to buy your robovac? Absolute clown.