Talabat Partner Support: 15 copy-paste replies, a 35-minute support call, and an “inedible food” charge nobody will explain — can someone from Talabat please review this?
I am posting this as a UAE restaurant partner because we have reached a point where the normal Talabat support channels are simply not resolving the issue.
We had an order cancelled and charged to the restaurant under the reason “Food is inedible.”
What concerns us is the explanation provided.
According to Talabat’s own response, the customer’s complaint was essentially that the carton/product arrived hot and that they expected a fresh product to be cooler.
This was a freshly prepared baked dessert.
We asked a very simple question:
What actual evidence shows that the food was “inedible”?
We asked whether there was a visible product defect, contamination, damage, incorrect item, spoilage, or any other identifiable quality problem.
We also asked Talabat to explain what in the customer’s photograph demonstrated that the product was inedible, particularly since a photograph cannot establish the actual temperature of the food.
So far, we have not received an answer to those questions.
Instead, the support chat has repeatedly sent essentially the same response around 15 times, while not addressing the specific points we are raising.
We then called Partner Support and remained on the phone for approximately 35 minutes. The only direction we received was that the matter had to be handled through the same chat.
So we are now stuck in a loop:
Chat → repeated template response → phone support → back to chat → same response again.
This post is not about attacking Talabat or the customer. Customers absolutely have the right to complain when something is genuinely wrong.
The issue is whether a restaurant should be financially charged for an order classified as “inedible” without being told what evidence actually establishes that the product was inedible.
If Talabat has evidence showing an actual product-quality problem attributable to the restaurant, we are completely willing to review it and accept responsibility where appropriate.
But we believe it is reasonable for a restaurant partner to receive:
The specific reason the product was considered inedible.
The evidence supporting that conclusion.
An explanation of why responsibility was assigned to the restaurant.
A genuine escalation when the partner disputes the decision, rather than receiving the same template response repeatedly.
We are deliberately not publishing the order number, restaurant identity, customer information, or the names of any Talabat employees here.
If someone from Talabat Partner / Restaurant Operations sees this, please contact us privately through an official Talabat account. We can provide the case and order details privately for review.
We are simply asking for a human review of the evidence and a proper response to the actual dispute.
This should not require 15 repeated messages and a 35-minute phone call without resolution.