Had an issue with Menulog? Get a real response.
How to submit a complaint with Menulog
Menulog offers several ways to lodge a complaint. Choose the one that suits your urgency and style:
📱 In-App or Online Support
- On the app: Go to Settings → Help → Online Support to chat with a support agent.
- On the web: Use the Help Centre to fill out a “Submit a Request” form.
Always include your order number for faster help.
📧 Email
Send your complaint to enquiries@menulog.com. Include your order number, a clear explanation of the issue, and what you want as a resolution.
📞 Phone
Call (02) 7201 5000 (or +61 2 7201 5000 from overseas). This line connects you with customer support (expect some wait time during peak hours).
📝 Send Feedback Form
Scroll to the bottom of the Menulog site and click “Send feedback” to share your complaint.
📢 Social Media
Reach out on Facebook or Twitter. Tag or message @Menulog - some customers report faster action this way.
Once your complaint is submitted, here’s how Menulog typically handles it:
🔎 Review & Investigation
Support will review your issue and, if needed, investigate with the restaurant or delivery driver. Common issues like cancellations or no-shows are often resolved quickly.
⚡ Speed of Response
There’s no guaranteed SLA, but urgent delivery-related issues often get a reply within hours - especially via chat.
👩💻 Support Rep System
You won’t usually have a “case manager” - any rep can assist using your reference or order number.
📈 Escalation Available
Unhappy with the first outcome? Ask to escalate. Many users report that persistence results in a better resolution on second review.
📧 Ongoing Contact
You’ll typically be contacted via the same method you used. Keep an eye on your spam folder - support may request extra info before resolving.
🚨 Urgent? Use Chat or Call
For missing dinner orders or time-sensitive issues, chat or phone is the best way to get it sorted tonight.
Common complaints against Menulog
Based on customer reviews and forums, here are the top recurring complaints:
- Late or Undelivered Orders
- Orders marked “delivered” never arrived.
- Long wait times, no updates.
- Orders marked “delivered” never arrived.
- Missing Items & Refund Friction
- Part of the order missing, refunds denied.
- Claims refused due to “claim history” flags.
- Part of the order missing, refunds denied.
- Customer Support Frustrations
- Hard to reach humans, scripted replies, and slow follow-ups.
- Chasing refunds is common.
- Hard to reach humans, scripted replies, and slow follow-ups.
- Wrong or Cold Food
- Incorrect meals, cold food, or quality issues.
- Resolution expected but not always received.
- Incorrect meals, cold food, or quality issues.
- Driver Misconduct
- Deliveries dropped in wrong places or “marked delivered” fraudulently.
- Some drivers ask customers to meet them outside or deliver to wrong doors.
- Deliveries dropped in wrong places or “marked delivered” fraudulently.
📌 Tip: Always screenshot the app, keep your order details, and request help via official channels.
Menulog complaints submitted through Ajust
I placed a Menulog order expecting a normal delivery, but after hours of waiting nothing arrived and communication just stopped. The app kept giving reassurances that a driver was assigned, then suddenly there was no way to contact anyone at all. I had no proof my food was even coming and was left hungry, frustrated, and completely ignored. - Jesse
My order never turned up, but Menulog still made it incredibly hard to get my money back. I was pushed toward account credit instead of a refund, even though the service was never delivered. It felt like they treated the refund as a favour rather than fixing their own mistake, which only added to the frustration. - Stacey
I cancelled my order when it was clear it wouldn’t arrive, but the refund never came. Days turned into weeks with no response, no updates, and no clear way to complain. Chasing Menulog for my own money was exhausting, especially when the cancellation wasn’t my fault in the first place. - Glen
I ordered food and not only did it arrive late, it was missing key items from the meal. Trying to complain just led to chatbot responses and no accountability. I paid for a full order and received less than half of it, with no proper resolution offered afterward. - Robert
How other consumers Menulog complaints got resolved
Wrong Address: An order was sent to an address 1500km away. Menulog refunded and apologised after the customer escalated.
Missing Items: A customer reported via chat the moment part of their meal didn't arrive. Menulog refunded them on the spot.
Refund Difficulties: A user’s order was “delivered” but stolen. Menulog was unhelpful. After mentioning a PayPal/bank dispute, the refund was processed.
If Menulog support isn’t resolving your issue, escalate with these steps:
🔁 Ask to Escalate
Reply to the chat or email thread and ask for a supervisor or manager to review your complaint. Be specific about what you want and why.
📢 Social Media Pressure
Post on their Facebook or Twitter (@Menulog). Public posts often get quicker attention. Keep it respectful and factual.
📮 Corporate Office Letter
You can also mail a formal complaint to Menulog’s HQ in Sydney. (Look up their registered office online.) Not fast, but adds pressure.
🗂️ Keep Everything
Save chats, emails, screenshots, order details. This helps if you escalate further.
📝 Hint at External Action
Mention that you’ll file a consumer complaint or chargeback if a fair solution isn’t offered. Companies often respond faster when external escalation is on the table.
If you’ve tried everything and still haven’t got a fair resolution, here’s where to go next:
🏛️ State Consumer Protection (Fair Trading/Consumer Affairs)
- NSW Fair Trading (Menulog HQ is in NSW): fairtrading.nsw.gov.au
- Other states: VIC, QLD, WA, SA etc. Each has an online complaint form.
🛡️ ACCC (Australian Competition & Consumer Commission)
- Lodge a report at accc.gov.au.
- Good for spotting patterns of misconduct. Doesn’t handle individual cases but can take enforcement action.
🧾 Chargeback & PayPal Disputes
- If Menulog charged you for undelivered food and refuses a refund, contact your bank or PayPal.
- Most providers allow disputes within 30–60 days. Menulog may respond quickly when a chargeback is mentioned.
❗ Reminder: There’s no food delivery ombudsman, but consumer law still protects your rights.
- Help Centre (Live Chat + FAQ): menulog.com.au/help
- Submit a Request Form: menulog.com.au/help/contact
- Customer Service Email: enquiries@menulog.com
- Phone Number: (02) 7201 5000 (or +61 2 7201 5000 overseas)
- Menulog Facebook: facebook.com/Menulog
- Terms of Use: menulog.com.au/terms
Menulog Complaints FAQs
What is the fastest way to get help from Menulog customer support?
The fastest way to reach Menulog customer support is through the in-app live chat. This option usually connects you to an agent quicker than email or phone, especially for missing or late deliveries. To speed things up, open the Menulog app, go to Settings, then Customer Care, and start a chat with your order number ready. Acting quickly improves your chances of a fast refund or resolution.
What should I do if my Menulog order never arrived but shows as delivered?
If your Menulog order shows as delivered but never arrived, contact support immediately via in-app chat. Acting fast helps Menulog verify delivery details before the issue times out. Clearly explain that the order was marked delivered but not received, and confirm whether it was Delivered by Menulog or Delivered by Restaurant. Providing your order number and address details improves the likelihood of a refund or credit.
How long do Menulog refunds usually take for missing or incorrect orders?
Menulog refunds are usually approved within 24 to 48 hours, with card or PayPal refunds appearing in three to five business days. Delays often happen when details are missing or follow-ups stop. Including your order number, photos if relevant, and a clear explanation helps avoid back-and-forth. If progress stalls, following up through chat or email keeps your case active.
Can I cancel a Menulog order after placing it, and will I get a refund?
You cannot cancel a Menulog order yourself in-app, so you must contact customer support immediately. If the restaurant has not yet accepted or started preparing the order, Menulog may cancel it without charge. Timing is critical, as once preparation begins, refunds are less likely. Reaching out within minutes gives you the best chance of stopping the order and getting your money back.
You’ve done your part, now it’s time to hold Menulog accountable.
Take the final step and submit a complaint that gets seen and responded to.