Deliveroo Reviews 320

Ordered from an Indian restaurant in Hastings. (Order no.#1629)

The paneer butter masala was the worst. when called the restaurant and complained about it they directed me to contact delivroo customer care towards the refund.

when checked with delivroo they don't want to deal with this appropriately and was passing it on the restaurant asking me to post a feedback in the app.

when the payment is through the deliveroo app and the restaurant has agreed to refund the order, I don't see why deliveroo is finding it difficult to process it.

It's understandable sometimes the dishes may not be upto the expected standards but customer services are to provide with the right solution for such issues.

d

Delivroo so called customer support is equivalent to having none.

Is this how delivroo earns, cheating from customers ? Its a disgrace to allow your services be operational.

Would of put zero stars if I could of! First time ever ordering and order was missing my pork joint, and bacon and sausage was out of date the very next day...VERY POOR CUSTOMER SERVICE..still waiting for my refund for my joint...and nothing done about my short date food....I had never used this service before but was struck down with Novavirus and needed some groceries urgently....all I can say is Deliveroo you left more of a bitter taste of frustration in my mouth than the Novavirus.. absolutely terrible

0 stars. Goods not delivered and no refund. Make sure to dispute the transaction with your bank if you haven't got the refund for goods not delivered.

0 stars, I order and no burger in the bag no fries and they don't give me my money

We also had a horrible experience with Deliveroo. Looking at the reviews, seems like we are not an exception. Ordered dinner for the family on occasion of my daughter's birthday. The tracker started with showing 30-40 mins. delivery time, which was acceptable. However, after waiting for almost 2 hours, I tried to cancel but the Deliveroo agent won't let me cancel as the rider was at the restaurant. Chatted with the agents for over 30 mins but they would neither cancel the order not process a refund. Obviously the kids already had dinner by then and went to bed. Ultimately, I got offered a 10% compensation which couldn't make up for the lost occasion or the inconvenience. This is when I have been a Deliveroo Plus customer for years. When I said that I will cancel my subscription and share my feedback on social media, their senior agent (Russel John) also confirmed that they will "respect my decision". i.e. they don't mind me cancelling and sharing feedback..
Net net, their service has been on a downwards spiral for some time now with arrogance on the rise.

Delivery driver dropped the food out on the street when the packaging failed and left it there,

Deliveroo failed to clear up with health and Safety violation.
I will be reporting to the food standards agency

Order #9852

Terrible customer service. One of my orders was over two hours late, and Deliveroo said they’d ‘escalate it to higher management’—but when I finally spoke to a senior agent, they were no different. Nothing was resolved.

Then I had another issue with undercooked cookies, but because I didn’t take a picture before throwing them away, they refused to help. The agents are slow, unhelpful, and keep repeating the same questions instead of actually solving problems. They even promised me a refund for my late order but never issued it.

I deleted the app because the service is a joke. I wouldn’t recommend Deliveroo to anyone who values their time or money.

Order 2 hours late
Driver left the restaurant and didn’t tell anyone. I didn’t know until live chat. Delivery time just kept getting pushed back.
Offered a refund but then food turned up so chat kicked me off. Requested the refund the next day to get £2.93. After care staff didn’t care and said the refund was the refund.
Rahaf was unhelpful so go his boss Jeresa. Jeresa was even worse and just sent me pre written messages to try and be nice. Do not use, if things go wrong they don’t care. Account deleted and won’t be using again.

They give you an estimated delivery time but then they just push it back and back when the order is delayed, so you don't actually know when your order will arrive, the time just keeps moving back. Then they tell you the order wasn't delayed because they updated the estimated delivery time.

Deliveroo is an absolute joke. Had a driver bring me 1 item out of 12- pretty sure they delivered my order to the drop-off before me. Told them that my order is missing loads of things & showed my receipt. They’ve taken my code & marked the order as ‘delivered successfully’. Spoken to a live agent who claims they can’t refund my order because the code has been inputted by the driver. Now I’ve just paid £30+ for an imaginary order!! Not helpful at all and an absolute joke. Bet that delivery driver can still go on to make mistakes too. What a joke

Food arrives burned AND ice cold with a bunch of items missing. They gave credit for SOME missing items and apologised for the inconvenience for the rest…
£55 for 2 burgers and 2 fries that are inedible… wild.
Support keeps conveniently disconnecting.
Deleted this bs account.

Food cold, paid for priority delivery which was not followed as driver did other deliveries before mine, exactly what priority delivery is supposed to avoid, requested refund for cold items especially the one item which had to be thrown away as couldn't be reheated & it was refused.

Never refunded me for damaged food. Won’t be using again. Imagine thinking that ignoring your customers is good for business…

Avoid.

Food was cold and when I spoke to Kathryna she refused to refund me !!! These people Rob you blind !! DON'T BUY ANYTHING FROM DELIVEROO
Now IVE JUST READ ALL THE OTHER REVIEWS !!! MY GOD YOU NEED TO GIVE UP THIS BUSINESS !! DESPICABLE REVIEWS DESPICABLE SERVICE

Multiple unneccesary fees constantly adding on.

HORRENDOUS CUSTOMER SERVICE AND APPALLING DECISION MAKING.

This is for order 2261.

I would like to make a formal complaint about a service I have received from you.

On the 27th January, I placed an order with one of your restaurant. As soon as the order was placed, I followed the normal process to "add a dietary requirement". That process took me to your service and to one of your support team members. I explained the situation and asked him to share the restaurant's details so that I could contact them. As you can see from the recorded conversation, he gave me the WRONG phone number - instead of giving me the restaurant's phone number, I was given Deliveroo's number again. I called back and explained the situation and they then offered to call to restaurant, but given that that particular restaurant is very quick to prepare the order, by the time Delivery did the right thing and contacted them, it was too late. The order was received with the wrong dietary requirement, which meant that it could not be eaten due to allergies. When I then spoke to 2 of your customer representative to request the refund of that particular dish (NOT EVEN THE FULL ORDER), I was told that there was NOTHING that could be done (no refund and no compensation), even though the customer representatives CONFIRMED that the mistake had been on Deliveroo's side, during that first phone call.

I would like to know how I can appeal that decision which is ludicrous. I did everything I was supposed to do through the app but unfortunately due to YOUR mistake, I could not add my dietary requirement and eat what I received.

Given that phone calls are recorded and that the mistake is very clearly on your side, I would also like to know what I can do outside Deliveroo to take this matter further. It is a JOKE that you can agree that you made the mistake, that I did everything right and that you still don't take accountability by providing the refund of the order that could not be consumed.

Please let me know how I can take this further, within or outside Deliveroo.

An app that lies!
The app told us that the driver was waiting at the restaurant. We called the restaurant and they said the order was ready and they were waiting for the rider.....
I believed the restaurant. Anyway, good thing they refund you when your food is cold....

Awful customer service. 3 incorrect items with photos and no resolution or help from customer service. What a waste of time trying to receive help and money that I never got back.

Worst customer service. Deliveroo appears to be enabling scams by partnering with subpar restaurants.