Had an issue with

Menulog

? Get a real response.

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.

Based on customer reviews and forums, here are the top recurring complaints:

1. Late or Undelivered Orders
   
   
   • Orders marked “delivered” never arrived.
     
     
   • Long wait times, no updates.
     
     
2. Missing Items & Refund Friction
   
   
   • Part of the order missing, refunds denied.
     
     
   • Claims refused due to “claim history” flags.
     
     
3. Customer Support Frustrations
   
   
   • Hard to reach humans, scripted replies, and slow follow-ups.
     
     
   • Chasing refunds is common.
     
     
4. Wrong or Cold Food
   
   
   • Incorrect meals, cold food, or quality issues.
     
     
   • Resolution expected but not always received.
     
     
5. Driver Misconduct
   
   
   • Deliveries dropped in wrong places or “marked delivered” fraudulently.
     
     
   • Some drivers ask customers to meet them outside or deliver to wrong doors.
     
     

📌 Tip: Always screenshot the app, keep your order details, and request help via official channels.