Deliveroo customer finds two long human hairs on his Byron burger

Horrified Deliveroo customer finds two long human hairs on his Byron burger but is refused refund because it ‘is a matter of personal taste’

  • Darren Wood, from Norwich, ordered a bacon cheeseburger from Byron burgers 
  • The 31-year-old tucked into his dinner only to find two long human hairs inside 
  • Mr Wood immediately complained to Deliveroo who he placed his order through 
  • Online customer service advisor told Mr Wood it was a matter of ‘personal taste’

A horrified Deliveroo customer who found two long human black hairs in his burger was refused a refund and told it was ‘a matter of personal taste.’

Darren Wood, 31, was disgusted to find the hairs tucked into his bacon cheeseburger from Byron burgers which was delivered by Deliveroo at 7pm on September 16.

The insurance advisor from Norwich immediately complained to Deliveroo – an internet based food delivery service – which refused to compensate him for the spoilt food.

Darren Wood, 31, was disgusted to find the hairs tucked into his bacon cheeseburger from Byron burgers which was delivered by Deliveroo at 7pm on September 16


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A member of Deliveroo customer service team wrote: ‘I’m sorry to hear you weren’t happy with you order however I’m unable to offer a refund or credit as this is a matter of personal taste.’

However, the response, which included the name of a pizzeria called L’Oesteria, appears to have been mistakenly sent to Mr Wood causing the confusion. 

A member of Deliveroo customer service team wrote: ‘I’m sorry to hear you weren’t happy with you order however I’m unable to offer a refund or credit as this is a matter of personal taste’

Despite this, a second team member then told him he was only entitled to a £5 refund for a late delivery on his £13,50 burger.

Mr Wood later posted the conversation on twitter along with the photo of the gruesome hairs in his food.

Father-of-one Mr Wood, said: ‘Obviously finding the hair was disgusting but the customer service guy saying it was personal taste was ridiculous.

‘It wasn’t a happy surprise where I’d say ‘oooh a piece of candy’.

‘He then ended the chat before I had chance to reply and that sort of thing really grinds my gears.

‘They offered £5, two free deliveries, for it being late but said they wouldn’t do anything about the hair.’

And after Mr Wood’s twitter spat, Deliveroo backtracked on their refusal and offered him a full refund and a meal voucher.

A spokesman for Deliveroo said: ‘We’re very sorry Mr Wood didn’t get to experience the amazing meal and service that our customers have come to know and expect.

‘Clearly the initial response from customer services was incorrect which we will address internally. We will be offering Mr Wood a full refund and a free Deliveroo voucher.’

Father-of-one Mr Wood, said: ‘Obviously finding the hair was disgusting but the customer service guy saying it was personal taste was ridiculous’

Byron Burgers also apologised for the mishap and invited Mr Wood and his mates for a free dinner.

A spokesman for Byron said: ‘We are absolutely horrified to hear one of our customers found a hair in their food, and would like to offer our sincere apologies.

‘We will of course investigate. Our General Manager would very much like to extend an invitation to join him and his team for dinner, on us, and be assured that this was a very regrettable, but isolated incident.’ 

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