Is this Britain’s BLEAKEST salad? Mum forks outs £24 for two Mexican burrito bowls on Deliveroo… but a ‘miserable handful of leaves’ is all that arrives

• EXCLUSIVE: Maria Devall paid £24 for two large beef burrito bowls from Tortilla
• But when they arrived she was left disappointed – because they were quarter full

A hungry mother was left fuming after forking out £24 for two Mexican burrito bowls only to have the ‘most miserable salads ever’ delivered to her door.

Maria Devall paid more than £24 for two large beef burrito salad bowls but was furious to find a meagre ‘handful of leaves’ when the supposedly hearty meal was dropped at her house by Deliveroo. 

The mother-of-one is following a keto diet and picked out the dish from the Kingston-Upon-Thames branch of popular Mexican fast food chain Tortilla believing it would be a quick and hearty meal that would supplement her low-carb diet.

But the 31-year-old was stunned when she opened the burrito bowls – one of which cost £12.25 – to find they were only a ‘quarter full’.

Underwhelming snaps show what she branded a ‘small handful of salad’ with some beef and grated cheese – as the portion didn’t even cover the base of the packaging.

Maria – who co-founded a translation service company – described the size of her large meal a ‘joke’ and was forced to spend two hours rustling up another meal that would satisfy their hunger.

Maria Devall paid more than £24 for two large beef burrito salad bowls but was furious to find a meagre ‘handful of leaves’ when the supposedly hearty meal was dropped at her house by Deliveroo

The 31-year-old was stunned when she opened the burrito bowls – one of which cost £12.25 – to find they were only a ‘quarter full’

Underwhelming snaps show what she branded a ‘small handful of salad’ with some beef and grated cheese – as the portion didn’t even cover the base of the packaging. Pictured: How the beef burrito bowl should have looked

Maria, from Kingston upon Thames, London, said: ‘We were very hungry. When you’re following a keto diet it’s already hard enough to find something quick to eat, it’s a lot of meal preparation.

‘When someone proposed Tortilla we were like: “Yes, that’s a good idea.” We were happy that it would be a quick, easy solution to our dinner.

‘When it arrived, a quarter of the bowl was filled up, it looked like a handful of salad.

‘The first reaction was shock. I was like: “What is this?”

‘We couldn’t believe what we were looking at, it literally looked like a joke. It looked like the most miserable salad ever.

‘We ate it because we were hungry, we just took pictures and ate it.

‘Afterwards, we improvised a meal that took a couple of hours to make. It’s the last thing you need when you’ve ordered a takeaway.’

Health conscious Maria contacted Tortilla for a refund but says she was told Deliveroo was responsible as the order had been placed through them.

But after contacting Deliveroo, she claims they pointed the finger towards Tortilla as it was an issue related to food prep.

The mum-of-one is following a keto diet and picked out the dish from the Kingston-Upon-Thames branch of popular Mexican fast food chain Tortilla believing it would be a quick and hearty meal that would supplement her low-carb diet

Health-conscious Maria contacted Tortilla for a refund but says she was told Deliveroo was responsible as the order had been placed through them

Unimpressed Maria is furious at Deliveroo for not stumping up the cash, especially as ‘food prepared incorrectly or to a poor quality’ is grounds for a refund according to their website.

Deliveroo said they had investigated the incident ‘in detail’ and would now offer a full refund to the customer.

Maria continued: ‘Tortilla said they can’t issue a refund because they aren’t in a position to do so, as we paid Deliveroo and they’re the only company in position to offer a refund.

‘Deliveroo just said they’d talk to Tortilla to give them feedback – not to get a refund, to tell them to ‘do better next time’. Something as insulting as that.

‘It’s in their own terms and conditions that they can issue refunds for food preparation and food quality issues. Then they state to us that they can’t do anything about it.

‘I became very disenchanted with the Deliveroo brand. I already had my reservations about them but when that happened, I thought that all they care about is profit.

‘I was quite furious at Deliveroo, to be honest.’

Maria says that she is still waiting for a refund, and has slammed Deliveroo for behaving in a way that she sees as unfair.

Maria ordered Tortilla’s naked burrito as a quick, easy solution to her dinner – but ended up having to still cook because the order was such a disappointment

Unimpressed Maria is furious at Deliveroo for not stumping up the cash, especially as ‘food prepared incorrectly or to a poor quality’ is grounds for a refund according to their website

She added: ‘We’ve ordered from Tortilla all the time and had lots of good meals.

‘Deliveroo have also always been quite good in the past at handling issues and complaints, they’ve always credited the money back.

‘It never crossed our minds that they would refuse to put things right.

‘I’m pretty sure that if I had been given the chance to get a refund from Tortilla themselves, I would have got it. I’ve always had excellent service from the brand.

‘But from a legal perspective, and commercial transaction perspective, our transaction was with Deliveroo.

‘It’s Deliveroo that promised a certain service, that took the payment, and that we’ve trusted to get our food delivered.

‘If something goes wrong, Deliveroo is the company in a position to make things right because we didn’t give our money to Tortilla.

‘My ultimate goal is that they stop this. The £25 [is fine], I can work an extra couple of hours and make it back.

‘But if they think they can get away with it with anyone else, that annoys me and that’s what I’m trying to draw attention to.’

A Tortilla spokesperson said: ‘We’re sorry to hear we didn’t get it right this time. Providing great value and service to our customers is something Tortilla stands for and we strive to instil these values in all of our people and training.’

A Deliveroo spokesperson said: ‘We work hard to ensure all our customers get the best service possible when using Deliveroo.

‘Having investigated this matter in detail, Deliveroo will offer a full refund and is in the process of resolving this complaint with the customer directly.’

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