First the positive, the delivery driver was really nice. That's about it. The rest was pretty bad. Food came late and onebof the main items was missing, because the restaurant apparently was not su... See more
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ordered and prepaid from mcdo an never received food. Got a reply to this review to try to regain reputation to the public. but never received a formal apology.hust appeasement. Seem that their image... See more
Company replied
Smood is TERRIBLE! I have been a customer since the beginning and they have been steadily declining. The majority of deliveries have all been between 1.5-2 hrs late with food missing most of the time.... See more
Terrible service. We looked forward to a wonderful meal which arrived an hour late . This is sad. The food was unpalatable. Not acceptable. We hope they can do the right thing by refunding our money.... See more
Company replied
Company details
Written by the company
Smood is the Swiss on-demand delivery app. Smood now offers thousands of products for delivery across several categories (shopping, florists, wine shops, parapharmacy and beauty, etc.), all in partnership with iconic local or national brands. With Smood, you can find everything you need and have it delivered in just a few minutes. Smood in figures: +1150 employees, including 1000 salaried delivery staff +25 towns and cities in Switzerland +2500 partner restaurants and shops +4.5 million smiles delivered
Contact info
Chem. du Pré-Fleuri 1-3, 1228, Plan-les-Ouates, Switzerland
- 0900 009 009
- marketing@smood.ch
- smood.ch
2.4
Poor
341 reviews
Replied to 83% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Delivery never arrived
Delivery never arrived. I was sending flowers to a friend for their birthday, which was already complicated enough arranging with their partner (to keep it a surprise) etc.. The day of the delivery I get a call from the driver, who was having issues getting access to the building. I explained (as I already had in the delivery notes) that the only way to gain access was by ringing for a specific apartment, and provided again the names of the people the delivery was for. He continued to explain how no one was answering, and then got frustrated and told me customer service would contact me. When they did, the agent was sweet and tried to understand the situation. As I began to explain that if the driver was unable to reach my friend, he could try ringing the neighbours (who are close with them), and that by explaining the situation would surely open for him, but she stopped me to tell me that the driver reached her again saying someone opened for him and he was able to gain access to the building, so problem solved. I later received the confirmation email, but no delivery photo was attached (which seemed strange to me, considering the delivery did not go smoothly). Later, when my friend arrived home, they could not find the flowers neither in the lobby nor in front of their door... they rang all of their neighbours thinking maybe someone saw them in the lobby and took them, but they were nowhere to be found. At this point I wrote to customer service, asking for them to re-attempt delivery or to give me a refund, as the delivery was clearly unsuccessful and they provided no proof of it actually being completed. They first assured me that the flowers were left inside the building, in the hallway, and said that although they were sorry, that it was my fault for not providing sufficient information in the delivery notes. I understood their perspective, but pressed for a proof of delivery, as for me it was not clear that the delivery was left where they said it was. They then changed the narrative to say that, actually, the delivery person re-tried several times and after few unsuccessful attempts, kept the flowers. This was, not only unprofessional, but a clear contradiction from what I had been continuously told. I asked for a refund once again, as under consumer protection law, if a product is not delivered, the customer is entitled to either a replacement or a full refund. Keeping both the product and the payment is simply not lawful. Another agent replied that "According to these terms, if a delivery cannot be completed due to a customer-related issue — such as lack of access to the building or failure to provide the necessary entry instructions — the order is considered fulfilled, and no refund can be granted." So, they kept my money and my friend's flowers. Never using this service again.
October 4, 2025
Unprompted review
Reply from Smood
Bonjour,
Nous sommes sincèrement navrés pour cette mauvaise expérience. Après une première vérification, il s’avère que notre livreur ne disposait pas des informations essentielles pour procéder à la livraison. Pas de code d’entrée ni de numéro de téléphone et la personne destinataire était absente au moment de la livraison. Dans ces conditions, il nous est évidemment impossible d’assurer une livraison dans des conditions optimales.
Ceci dit, nous allons étudier le cas dans le détail et, le cas échéant, prendre les mesures nécessaires. En guise de bonne foi, nous avons aussi procédé à un geste commercial sur votre compte client. En cas de besoin, notre équipe reste bien sûr à votre disposition au 0900 009 009, par chat ou à l’adresse support@smood.ch.
Bien à vous,
L’équipe Smood
issue adressed
July 18, 2025
Unprompted review
Reply from Smood
Thank you so much for your positive feedback! We're really glad to hear that the issue was resolved to your satisfaction. Your patience and trust mean a lot to us.
If you ever need further assistance or have any questions, please don’t hesitate to reach out — we’re always here to help.
Best regards,
Delivery not on time.
Delivery not on time.
Easy and fast to collect money but once there is a problem, this company is like everyone else. No solution at all and except being sorry (which i dont care at all to be honest) nothing is seriously done to resolve the matter.
HUGE disappointement
May 19, 2025
Unprompted review
Reply from Smood
Thank you for your review
We’re sorry for the inconvenience. Please note that the delivery was handled by one of our partners, not our own drivers. To apologies we have already offered you a CHF 30 goodwill gesture.
If you have any further concerns, feel free to contact us at [support@smood.ch].
Best regards
order over 1h late, took 3 days to answer over email.
Absolutely unacceptable my order arrived with over one hour of being late. I’ve asked them multiple times to cancel the order as I would not be able to recuperate even though they told me that if the order was more than one hour late and they would give me a full refund they did not instead of this on an order they gave me back Fr.6.35 this is quite unacceptable and when I was talking to the support of the people who I was talking to took multiple days to answer by emails and by phone this seemed not to care at all
March 25, 2025
Unprompted review
Reply from Smood
Thank you for your review and for taking the time to speak with us over the phone.
As discussed, we have increased the goodwill gesture offered due to the 34-minute delay in your delivery. We sincerely apologise once again for the inconvenience caused.
We appreciate your understanding and look forward to continuing to serve you.
The Customer Care Team
Their customer service is excellent
Their customer service is excellent. Client complaints are handled very quickly and professionally.
November 13, 2024
Unprompted review
Reply from Smood
Thank you very much for your feedback.
We are delighted that you enjoyed our service, and we are committed to continuing to meet your expectations with the same standard of quality and professionalism.
The Smood Customer Care Team
Several times no response to the order
Several times no response to the order, even after emailing.
Only after a phone call I found out the order won't be delivered. Waiting for food for an hour and then the order is cancelled.
Terrible service, multiple times. App deleted. I can't recommend this company.
October 26, 2024
Unprompted review
Reply from Smood
Thank you for your review.
We apologize for the cancellation of your order. In this case, the partner you selected manages their own deliveries, meaning that a Smood driver wasn’t involved. This limits our ability to provide real-time updates on certain order details.
We attempted to reach the partner, but it appears they were closed and had not updated this information in our system. We are actively working with them to ensure this does not happen again.
Please know that this experience was an exception and not typical of our service. We see that your previous orders were completed without issues, which aligns with the positive experience that most of our customers have with Smood.
As noted in our Help Center, we recommend using chat or phone support for immediate assistance, as these provide faster responses during our operating hours. Email is best suited for non-urgent inquiries, with a response time of up to 72 hours.
Once again, we apologize for the inconvenience and appreciate your feedback, as it helps us to continue improving our service.
The Smood Customer Care team
Order status
A wonderful fast service and Nadia was excellent! Thanks again to her she solved my problem immediately
October 19, 2024
Unprompted review
Reply from Smood
Merci infiniment pour votre évaluation! Nous sommes ravis que notre service vous ait satisfait. À bientôt @Smood !!
Reply from Smood
Thank you for your review,
We are sorry to hear that your experience with Smood did not meet your expectations.
Unfortunately, with the information in your review, we are unable to identify your account. If you would be so kind as to edit your review to include the number of your latest order (only the Smood teams have access to your information with this number), we would be happy to contact you to discuss what went wrong.
At Smood, we strive to provide the best possible delivery service, while complying with the law by employing salaried drivers and offering our customers a high-quality customer service based in Switzerland. Your feedback is very important to us so we look forward to hearing from you soon.
The Smood Customer Care team
Reply from Smood
Thank you for your review.
We are sorry to hear you have experienced your orders being cancelled, sometimes orders get cancelled if one of our partners is closed but left themselves open in our system, or if they are busy and cannot handle the volume of orders, however this represents less than 1% of orders and the vast majority of active orders are completed normally.
We would love to discuss your experience with you but unfortunately, the information you provided in your review did not allow us to identify your account and you haven't answered our request for more information. If you would be so kind, please let us know your order number (only the Smood teams have access to your information with it) and we will contact you to understand what went wrong. Your feedback is very important for us.
Hoping to hear from you soon,
The Smood Customer Care team
Placed an order
Placed an order, waited for 1 hour for a pizza, then got a cacellation by smood. Didnt even forward the ordenance to the restaurant. Never again.
March 23, 2024
Unprompted review
Reply from Smood
Thank you for your review.
We apologize again for the cancelation of your order and we appreciate your time during our phone call.
As discussed, there was an unfortunate chain of events which led to this cancellation and we're working hard to ensure these circumstances don't happen again.
We hope to see your next order soon so you can check the efficiency of our services.
The Smood Customer Care team
Smood is TERRIBLE
Smood is TERRIBLE! I have been a customer since the beginning and they have been steadily declining. The majority of deliveries have all been between 1.5-2 hrs late with food missing most of the time. I have decided to erase the application from my phone and i will never use them again. What is even worse than their deliveries is the customer service - there is none!! No one to complain to either when half of your order is missing as well and you don’t get reimbursed. My advice - stay away from Smood!
November 30, 2023
Unprompted review
Not possible to put 0 starts!
Not possible to put 0 starts!
Last time I ordered food, it arrived (after more than an hour), cold with wrong sandwich (no meat) and the drink totally poured into the sandwich and fries. I literally had to take it all out and throw it in the trash. Customer service on the phone does not answer. They replied to my email the next day telling me that they would make me a "commercial gesture" and yes they did: 5 CHF on an order of 33.30 CHF which, again I had to throw directly in the trash. I have ordered from them many times and the food has always arrived cold and very late. I will delete the app. and I will leave to them the 5 francs of alms they gave me.
July 25, 2023
Unprompted review
Reply from Smood
Thank you for taking the time to share your opinion!
We are sincerely sorry for the errors that were made concerning your last orders.
We have taken immediate steps to rectify the situation. We have applied a commercial gesture as compensation for the inconvenience this may have caused you, and we are sorry to see that this was not up to your expectations.
We look forward to seeing you on smood.ch!
The delivery is good and punctual
The delivery is good and punctual. The negative side is the price of delivery, it will make me think twice before ordering..
May 13, 2023
Reply from Smood
Thank you for your feedback
I'm sorry to hear that this made you think twice before placing your order.
Our delivery charges are calculated according to the distance between the place of delivery and the restaurant. They also take into account the operating costs of our company.
See you soon on smood.ch !
Unreliable
As usual, Smood overpromises and underdelivers: long waiting times and cancelled orders
April 29, 2023
Reply from Smood
Thank you for taking the time to leave your review.
We are sorry to hear that your experience did not live up to your expectations.
Please let us know what you think so that we can continue to improve our service.
See you soon on smood.ch!
Best food /groceries delivery company
They have a wide array of restaurants to choose from, delivery is always on time and if there is a delay, they let you know.
Delivery staff are always polite and courteous.
May 2, 2023
Reply from Smood
Thank you for your feedback.
We're delighted to hear that you're completely satisfied with our delivery service and the friendliness of our customer advisers and delivery staff.
See you soon on smood.ch !
Reactive when there are problems
When there was a problem, they were prompt to solve it satisfactorily via chat
May 14, 2023
Reply from Smood
Thank you for your comment!
We're delighted to hear that you appreciate our service.
See you soon on smood.ch
What happened to Migros?
May 14, 2023
Reply from Smood
Thank you for your review Trustpilot.
Unfortunately we are currently unable to deliver Migros groceries in your area.
Please note that it is possible to order from our partners' supermarkets.
We apologise for any inconvenience caused.
Thank you for your feedback.
See you soon on smood.ch
Waited an hour before following up as…
Waited an hour before following up as my order was still only in sent status. Was told delivery driver was on the way and then 15mins later received a phone call to say my order had to be cancelled due to a 'technical issue'. Used uber eats instead and arrived on time with no issue.
May 7, 2023
Reply from Smood
We apologise for the inconvenience caused by the restaurant's technical problems.
We had to cancel the order as the restaurant could not prepare your order due to this problem.
We immediately refunded your order to the payment method used for payment.
We apologise for any inconvenience caused.
Thank you for your feedback.
See you soon on smood.ch
Orders arrived late and desserts in a…
Orders arrived late and desserts in a bad condition, no customer support. When you finally speak to somebody they promise a refund for the damaged item that never came. Very disappointing. I will order on other platforms from now on.
April 4, 2023
Reply from Smood
Thank you for your feedback.
We are sorry to hear that your product arrived damaged.
As agreed during our telephone conversation, I have taken care of reimbursing you for the dessert in question. I will also add a commercial gesture for the delay.
Once again, our apologies for this disappointment.
See you soon at Smood.
Reply from Smood
Thank you for your comment ! We are delighted to hear that you appreciated our service.
See you soon!
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