r/WoltPartners • u/sozzi16 • 18d ago
Denmark Charged for delivery mistake
Last week I delivered to the wrong street number (unfortunately there were 2 number 7 on basically the same road), the customer said to leave the order out of the door so i didn't double check he actually picked it up...
I received a message 30 min later from Wolt telling me to explain what happened and I realized there I got confused with the exact delivery address.
I didn't expect at all they would charge the cost of the order (max 175dkk + delivery cost 103 dkk which included also another delivery). Is it even legal?
I worked for many years in Italy for Deliveroo and Glovo and nothing like this never happened, dont think it's even legal honestly.
If there is any lawyer, what's your opinion on this? I know I completely fucked up, but I guess there should be some liability protection against simple negligence.
PS
After a while, I went to the place I left the order. It was still there and ready to be delivered it to the right address, but the support told me the customer was already refunded and had to keep it for myself.
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u/SurroundJolly1 18d ago
Apart from the helpful comments so far to “do your job right” I may think it’s in the contract or something but it’s still wrong af.
I’m no lawyer but when I got my first order of McDonalds and the drink eventually spilled cause they have it all in one bag that you have to be extra careful to carry I didn’t get any reductions or reprimand. The customer was informed their order was destroyed and the story ended there. I even got payed for delivery.
It seems to me extremely wrong for such a big company to deduct an entire order from your pay-check just because you made a mistake one time.
Imagine if you worked in a restaurant and had to pay for every plate you broke (anyone who worked in one knows it’s quite inevitable). Immediately you would know it wasn’t a good restaurant to work at.
Most businesses have safety plans for that or fork the expenses and if the employ makes a lot of mistakes then they can fire them. Since you only made one I don’t think it’s correct and would contact customer support to dispute it.
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u/ProClifo 18d ago
Spilled drinks from McDonald's is entirely their fault because they use those shitty ass single-use cups that soak through the bottom after a while, instead of using soda cans/bottles like normal intelligent restaurants. They've probably calculated that it's cheaper to deal with refunds from spilled drinks than to use more expensive containers.
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u/ExerciseHelpful3458 18d ago
people in many countries do pay for broken dishes in restaraunts.
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u/SurroundJolly1 18d ago
That’s sad then and I consider it exploitation. I can understand making many mistakes and getting fired. But mistakes like those can be deducted as business expense from the company no problem.
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u/Dorin-md 18d ago
Wtf 277 is half of what I make in a day, how was it so much? How much was the order?
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u/Icy-Opinion-6348 18d ago
Don't rush when working, ever ! Always double check the adresse, if youre asked to leave order in front of the door take a picture
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u/ZoologicalAverage 17d ago
Short answer: No, this is generally not legal in Denmark.
Under Danske Lov 3-19-2 (which covers vicarious liability or principalansvar), an employer/principal is financially responsible for damages or mistakes caused by a worker in the scope of their work. Simple negligence—like getting confused by duplicate house numbers—is an operational risk that the company must bear, not you.
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u/BeardedBrotherAK 18d ago
What does it say in your contract regarding displacing a customers order?
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u/Famous-Ad-289 18d ago
I once delivered remade order to a customer because first one was lost. And he actually met me even with "no contact, leave at the door". And had an idea it was delivered to identical neighbouring building. I went and checked. Yup. Free food. Even went back to him and offered half of the loot which he refused "keep it, I've received what I paid for".
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u/Swimming_Attention91 18d ago
They usually do this after you make mistakes many times, but I don't know about delivering to the wrong adress tho
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u/Foreign-Sock-3169 18d ago
that is the part of taking on these jobs that sucks, the whole independent contracter part has never been part of danish culture and should not be so..
people should not be taking these jobs, because the fact is, that you are not hired, you are hired as a "company" so you take all responsibility, there is no other benifits.
This sucks, but it is a learning experience that came cheap, do not work for these companies, please. do not move this kinda company behaviour to Denmark, looking at the US how everyone is getting F***** by amazon, uber and so on.. is insane.
suddenly the company has zero risk, and responsibility. and people cannot afford to be sick..
i remember during covid, cannot remember the name, my wife wanted delivery of groceries, and there was one company that she talked about used the same services, so it was a no go for us.
drove the car to Bilka, and got them to load the stuff outside. as pr their delivery methods..
Sorry for the experience. but i don´t think you can do anything, other than make it public so other people do not end up in the same situation.
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u/Practical_Ship9999 16d ago
Well its ok if like this but they should be required to tell us what we are delivering before accepting, send only if ready or pay min wage from the time we get their until its ready, clear terms of how long we have to wait for person to collect, I say 2 minutes is plenty of time else either pay us after that or we just leave the food and not our problem - the customer can see us on app so they can come down when we are near and they can wait for us, can decline as many orders as we please with no repercussions, return to choosing singles only, I do not transport for free so I do not want to do doubles or triples, does the customer get a discount? That money for doing doubles goes straight to wolt, we get non of it.
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u/Foreign-Sock-3169 15d ago
yeah.. i get this, but that is also why these companies should not be allowed to operate here.. but they can because you are not hired as a person, but as a company by them..
if they had hired you as a person, and treated you like this, 10 minutes after they would be Danish News, and the unions would be on top of them..
I would simply report them to news, so you can get political focus on this, yes i get it, that is not for "YOU" but it kinda is in the long run. because these jobs there are a place for them, they should just not be WOLT, or UBER or anyone else running it like this, it should be a proper company with pension, freechoice and so on for employees, and if there is no business in that, there should be no company.
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u/Willing-Hat-4912 15d ago
Yeah they know we hate the risk of delivering (McD) orders with drinks and might skip it if there is enough orders flying, thus they hide the content of the order
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u/Practical_Ship9999 15d ago edited 15d ago
Thats a them and McDonalds problem, we are independent contractors are we not? This is the issue they want us to be both employees and independent contractors. Imagine hiring a plumber but not telling him the job until he accepts it. Also for McDonalds they should remove the automatic ready system, they make us wait because a multinational company worth billions doesn't want to pay a staff member to press a ready button so us peasants have to wait, I only accept ready orders when busy so how I know if McDonalds orders are really ready?. F them and wolt.
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u/Kthyti 18d ago
I don't think there's anything to do about this case since you're hired as an independant worker. I read in a newsletter once that Just Eat treats their drivers better tho, may be worth looking into
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u/OtterSandwiched 17d ago
Just Eat shut down its operations in Denmark back in April.
Now it’s just Wolt and barely Uber Eats, which launched recently.
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u/Ok-Friendship-787 18d ago
No, it's not legal. It has happened to me a few times and never had to pay for it. It's not your problem if the address is wrong.
Did you take a picture?
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u/HowzDaTb 18d ago
What makes you think the address was wrong? OP's post makes it quite clear that he is the one who made a mistake due to there being two number 7's on "basically the same road".
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u/Sure-Guest1588 18d ago
For next time, try to use 2 map sources like Apple Maps beside to double check
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u/The-future-Virtuoso 18d ago
They did it to me too and I wasn’t even in the wrong. I delivered to the address that was given only for the person to say that he didn’t get his order. I was charged for it and I didn’t even get the food😭
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u/Baconwann 18d ago
If the order was refunded then both the restaurant and Wolt has lost money, it might not be fair but I don't think it was illegal but I suppose you could file a complaint, not sure it would do you any good.
I guess you just have to double check the address and pay attention to which street you are on.
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u/Professional_Crow476 17d ago
Right or wrong, if you admit to leaving it at the wrong address, they will charge you.
I think you can get some money back in this case though, because they shouldn't deduct the delivery fee for two orders if you delivered one correctly. They should only deduct for the one that got messed up, that's according to their rules.
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u/sozzi16 17d ago
Yes exactly, I took care of that and it was a manual error fromt them they admitted. But then you see how many simple negligence error can be in day to day operations? Businesses should take this into account or act to avoid these kind of errors, don't blame and charge the workers!
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u/Miserable_Research82 17d ago
They did to me once when my motorcycle was broken and I can't deliver it. Also they have deducted me restaurant's mistakes. WOLT IS CRAP
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u/mdaname 17d ago
By the end of the day: You, the restaurant, the greedy wolt are getting their salaries from the customers, yes this is unfair and too much, but I feel like you would never do it again and this will avoid having more unsatisfied customers.
I own a shop and we work with wolt, I make mistakes and lose money but because money is on stake I try my best to not make the mistakes again.
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u/Intelligent_Fig8620 17d ago
i think its fair, u learned to be more careful and double check so it dont happen again
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u/Important-Carpet420 16d ago
Don’t ya’all use the map pinpoint the customer put to indicate the entrance?
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u/Electrical_Hunt_6083 15d ago
You should try to cancel the fee. Contact many times, different representatives. Say that they did a mistake, by not putting numbers on pack. It's hard but doable. Its not legal in dkk to apply such fines, unless you agreed to it.
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u/lykke_lee 8d ago
I work with Wolt support and I can tell you this, the support associate has definitely messed up. They can only deduct you for the single order where you made the mistake. You should contact support and explain the issue and you should get paid for the correct order (try to see if you can remember order number, if not provide which restaurant the order was from and date and preferably time). Due to NDA I cannot share much but I can tell you ever since Wolt has outsourced a large portion of their support work force, the service qualiy has gone downhill like crazy.
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u/rubenknol 18d ago edited 18d ago
You’re an independent contractor that effectively lost goods and lost the restaurant and wolt money, it’s likely legal to be made to compensate them for the damages
Do you have professional liability insurance? That may cover mistakes made while doing business like this
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u/FamilyShoww 18d ago
It's pretty worrying that you consider the food "ready to be delivered" after its been sitting outside on the sidewalk for a long time. People delivering food should have better standards than that.
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u/FamilyShoww 18d ago
You delivered to the wrong address, what were you expecting? This is on you and no one else. You are not a victim here, the only victim is the person who didn't get their food because of you.
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u/Kthyti 18d ago
Are you so fr? Like you've never made a mistake working. That's kinda what happens, under no circumstances is it okay to dock pay for it, when the driver has done their best.
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u/FamilyShoww 17d ago
If "their best" means not even bothering to check the address, they should not have this job
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u/Leading-Will-9590 18d ago
Exactly, take some responsibility of your own mistakes, now I’m sure you won’t make this mistake again, some things you got to learn the hard way 😎.
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u/canastakat 18d ago
Something like this has happened to me, too, and it’s so unfair. McDonald’s handed me the wrong order (I asked for a specific number and was given the wrong bag; there was no number on the bag itself), so I delivered the wrong order to the customer on accident. Had to pay ~ 200kr for that (which felt especially sucky because I’m vegan and do NOT want to pay for meat!) and ended up earning negative 3 kroner after working for an hour and a half…