How can I report a missing or incorrect item from my order on CatchFood?
First and foremost, we're sorry! While we strive to make both your order and delivery experience perfect every time, sometimes mistakes happen. And when they do, we're here to make things right. If your order was delivered or picked up, but had a missing or incorrect item, one of the quickest way to get help is by reporting the issue on the CatchFood website by following the instructions below:
Login to your account on the top corner
Select the button with three lines [icon] on the top left-hand corner
Select Orders and choose the corresponding order
Select "Help" on the right-hand side
Under “Order Issues,” select “Missing items” or “Items made incorrectly”, depending on the scenario
- Follow the prompts on the screen
Here is a quick guide on what missing or incorrect items are:
| Missing Items | Incorrect Items |
Whole item ordered is missing Part of an item (i.e. side of fries from combo meal) is missing | Wrong size received Incorrect menu item received Special instructions or request for additional ingredients was not followed Item contained unexpected ingredients or differed from menu description |
By using the Self-Help functionality on CatchFood , you will be offered our full suite of resolution options that a support representative can provide depending on the specific circumstances, which may include a Credit, Refund or Reorder of your missing / incorrect items (when available).
If you need further assistance, please open support ticket so we can make it right.
Note: If you received the wrong order (i.e. all item(s) were not what you ordered), please follow the above instructions but report as “Order never arrived” under “Order Issues”. .
