Need to contact Menulog and make sure they reply?
Menulog customer support overview
Menulog is one of Australia’s largest food delivery services, offering support through in-app chat, email, phone, and a self-serve Help Centre. While the platform handles thousands of daily orders, customer experiences with support vary. Some users highlight fast resolution for missing meals or restaurant cancellations, while others report longer wait times and difficulty accessing real-time help.
That said, Menulog does provide multiple contact options, including live chat via the app, a support phone line, and a responsive social media team that often assists via Facebook or Twitter. If something goes wrong with your order, help is available, you just need to know where to look.
Common Menulog customer issues and complaints
The most frequently reported issues from Menulog customers include:
- Late or Missing Deliveries: Orders showing as “delivered” despite never arriving, or drivers delivering to the wrong address.
- Refund Challenges: Customers often face delays or complications when trying to get a refund for incorrect or undelivered orders.
- Unresponsive Support: Some users report long hold times on chat or phone and difficulty getting a resolution without escalation.
- Order Errors: Cold food, missing items, or completely wrong meals. This is especially frustrating when contacting support takes extra effort.
- Hidden Contact Paths: Users frequently mention that it’s hard to find Menulog’s support phone number or email in-app, leading to added frustration.
Despite these issues, Menulog does make efforts to resolve complaints, especially when customers are persistent and provide clear order information.
How to contact Menulog customer support
There are several ways to contact Menulog, depending on how urgent your issue is:
- 📱 In-App Chat: Go to Settings > Customer Care in the Menulog app and start a chat with a support agent. Fastest option for live help.
- 📧 Email: Send a message to enquiries@menulog.com with your order number and issue. Best for non-urgent concerns or follow-ups.
- 📞 Phone: Call (02) 7201 5000. Standard call charges apply. Support hours vary; avoid Tuesdays if possible (longest wait times reported).
- 🌐 Help Centre: Visit menulog.com.au/help for FAQs and access to a “Submit a request” form (requires login).
- 💬 Social Media: Reach out on Facebook or Twitter. Some users get faster responses this way—just don’t post order details publicly.
💡 Tip: Always include your order number, account email, and a clear summary of the problem when contacting support, it speeds things up considerably.
Menulog key customer policies: refunds, returns, cancellations and more
Here’s what you need to know about how Menulog handles common service issues:
- Refunds: If your food doesn’t arrive, or your order is wrong or missing items, Menulog generally issues a credit or refund after investigating. Refunds to your card or PayPal take 3–5 business days.
- Cancellations: You can’t cancel orders in-app. You’ll need to contact support ASAP. If the restaurant hasn’t accepted the order, they may cancel it without charge.
- Food Quality Issues: If your food is cold or wrong, Menulog may issue a credit. They usually don’t resend meals, but they log feedback and work with restaurants.
- Delivery Responsibility: Orders “Delivered by Menulog” are fully managed by Menulog. Orders “Delivered by Restaurant” may require contacting the restaurant directly first.
- Resolution Timeframes: Most refunds or inquiries are resolved in 24–48 hours. Escalations or complex issues can take longer.
Menulog’s policies are built to protect customers from service mishaps, but you need to act quickly, ideally within 24 hours of the issue.
Menulog complaints submitted through Ajust
I tried reaching Menulog after my order sat unchanged for hours, but every time I contacted support they either reassured me then disappeared or closed the chat entirely. I was left with no delivery, no updates, and no way to speak to anyone when things went wrong. It felt impossible to get real help. - Jesse
I had multiple fraudulent Menulog transactions using a card I never even linked to the platform, and the hardest part was that I couldn’t find any way to actually contact Menulog about it. My bank needed information, but with no phone number and no real support channel, I felt completely stuck trying to report something serious. - Monisha
I cancelled my order before the store even started preparing it, but after that I couldn’t reach anyone at Menulog. Emails went unanswered and there was no clear way to follow up, leaving me waiting weeks for a refund I desperately needed. Not having any way to talk to a real person made the whole situation so much harder. - Glen
I’ve had more than sixty deliveries show up on my Menulog account that weren’t mine, and when my bank asked for details, I realised I had no direct way to contact Menulog. No phone number, no support path, nothing. Trying to sort something this serious without being able to speak to them has been incredibly stressful. - Fiona
Recent experiences with Menulog customer service
Quick Fixes: One customer was refunded promptly for missing pizzas, and another praised the team’s fast action when a restaurant cancelled unexpectedly.
Slow Responses: Some users waited over 40 minutes on chat or had to escalate multiple times before getting a refund for undelivered orders.
Complaint Escalation: A customer with a blocked refund due to a “history of claims” had to submit multiple complaints before the error was corrected. Menulog eventually made it right, but not without hassle.
Official Menulog Customer Service Links & Contact Information
- 🛠️ Menulog Help Centre
- 📧 Email: enquiries@menulog.com
- 📞 Phone: (02) 7201 5000
- 📄 “Dissatisfied with your order” Form – under Orders > Order Issues (requires login)
- 📱 Facebook Page
- 🐦 Twitter Page
Menulog Contact FAQs
How can I get the fastest response from Menulog customer support?
The fastest way to reach Menulog support is through the in-app chat, which usually connects you to an agent quicker than email or phone. This is helpful when you’re dealing with missing deliveries or order issues and don’t want to wait on hold. If chat is slow, contacting Menulog through their Facebook or Twitter page can sometimes get a faster reply, especially during peak times.
What should I do if my Menulog order never arrived or shows as “delivered”?
If your Menulog delivery never arrived, contact support immediately via in-app chat with your order number for the quickest chance at a refund or credit. Acting fast helps their team verify the issue before it times out. For extra clarity, mention whether the order was “Delivered by Menulog” or “Delivered by Restaurant,” as this affects who needs to review the problem.
How long does Menulog take to process refunds for wrong or missing items?
Menulog generally processes refunds or credits within 24–48 hours, with card or PayPal refunds taking three to five business days to appear. Providing clear details, photos, and your order number helps avoid delays. If progress stalls, following up through chat or email keeps your case moving and reduces the chance of it being overlooked.
Can I cancel a Menulog order after placing it?
You can’t cancel a Menulog order yourself in-app, so you need to contact support immediately for the best chance of stopping it before the restaurant accepts it. If the restaurant hasn’t started preparing the food, Menulog may cancel without charge. Timing matters here, so reaching out within minutes can make the difference between a full refund and the order going ahead.
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