A Menulog customer received more than he ordered after receiving a controversial email response

A Menulog customer got more than they ordered after receiving a controversial scripted response to answer their complaint. 

The food delivery giant accidentally emailed the response containing the phrase ‘remove empathy’ after a man known only as Craig asked why his order from Hungry Jack’s didn’t include the chips he paid for. 

‘I ordered Hungry Jacks off Menulog and they forgot the chips. So I called the number and spoke to Sherlyn who said they will investigate,’ the customer said, according to a post on Reddit.

‘She was very concerned and said they will start an investigation and sent the attached email. It is seriously very funny they have a scripted email they forgot to remove.’

The email response reads, ‘Thanks for getting in touch with us. We’re sorry to hear about your experience with your order (remove empathy if it’s already provided in the call/chat). Allow us to investigate further by responding to this email with the following details’.

After being posted, the response drew comments ranging from those defending the company to others sharing their own battles with Menulog.   

‘These are just honest mistakes. We don’t have to blast people in an online forum because they forgot to remove a line in their email while including their name which isn’t common,’ said one. 

‘I ordered a meal that was down my road 3kms and the driver took my food around what felt like 80 days of Melbourne. (The driver took a 100 minute detour where he from what I assume went home for a nap or a cod game, remembered he had a job and decided to deliver my food that was cold on arrival). I called up Menulog where someone picked up and they said ‘we’ll investigate this, here have a $5 coupon valid for $48 hours..?!?,’ said another.

‘This is just sad, really really pathetic stuff. How can your organisation be so terrible at customer service that you need to provide a template for something as basic as empathy?’ said a separate commenter.

A Menulog spokesperson told Daily Mail Australia the email was an internal document and should never have been shared.  

‘Menulog aims to always provide responsive and efficient customer support, so that if something does go wrong, we can resolve this for customers as quickly as possible. Unfortunately in this instance, this has translated into wording to help train our teams that should never have been included and is something that we have rectified as a matter of priority,’ the representative said.

Lockdowns and restrictions across the country have placed pressure on home delivery services with millions of Australians turning to the businesses in droves.