Deliveroo Reviews 

Misleading Buy 1 Get 1 Free promotion and poor customer resolution

I received a Deliveroo marketing email advertising a Buy 1 Get 1 Free offer for a restaurant. I clicked the email link, selected the restaurant, placed my order, and was charged the full amount.

The problem is that the restaurant page gave no indication whatsoever of which items were included in the promotion. There were no highlighted promotional items, no clear eligibility information, and no warning before checkout that the items I selected were not eligible.

Only after contacting support was I told that the offer applied only to "selected items". As a customer, I had no realistic way of knowing this because Deliveroo advertised the restaurant as part of the campaign without clearly showing which products qualified.

What was most disappointing was the response from Deliveroo. The agents acknowledged my frustration and even agreed that if the promotion was not clearly displayed, customers would have no way of knowing, but they still refused to resolve the issue immediately and pushed the matter into an escalation process.

I have given Deliveroo time to investigate and resolve this. My expectation is simple: if a customer is driven to place an order because of a promotion, the promotion should be clear, available, and honoured where the customer had no way to identify exclusions.

I hope Deliveroo reviews both its campaign process and the restaurant's participation, because customers should not be attracted by an offer that they cannot actually access.

Order #9325

Absolutely disgraceful. I paid for an order that I never received, yet Deliveroo refused to refund me or take any responsibility. Instead, they hid behind a false excuse of “lack of responsiveness,” despite the fact that I did not receive a single phone call or text message from the driver.

It’s astonishing how a company can charge a customer, fail to deliver the order, and then simply refuse to make it right. This wasn’t my mistake—it was a failure in Deliveroo’s delivery process, yet I was the one forced to pay the price.

This isn’t about the money—it’s about customer care, respect, honesty, transparency, and standing behind your own service when things go wrong. To make matters worse, when I tried to submit feedback through the website, I was met with a message saying the feedback service was currently unavailable and to try again later. Even providing feedback seems impossible.

If this is how Deliveroo treats paying customers when something goes wrong, then they clearly have no respect for customer service or accountability. You’ve taken my money without delivering what I paid for, and then refused to take ownership of the situation. I will never use Deliveroo again and will make sure others know exactly how poorly this company handles its own mistakes.

The actual Deliveroo driver and company is amazing
It’s the food that was bad
Deliveroo can’t tell kfc not to put all legs in my bucket
Deliveroo 5 star
KFC 1 star

My food arrived cold, the app told me they would refund 50% of the meal back to me. I usually add it to my account as a voucher for next time, but this time I wanted a refund back to my card. This was 6 weeks ago. I still haven’t received the refund…

i can see why there are so many 1 star reviews, your service STINKS

Ordered the other night. Half the order was missing; the other half was cold & inedible.

I asked for a full refund - this was refused. While polite, and (eventually) offering a goodwill gesture, their customer service rep did not get this right. I remained out of pocket.

On reflection, I have previously experienced deliveroo's poor customer service, but this experience has made me decide to no longer use their services.

Waited an hour and ten minutes for an order that was suddenly cancelled without warning. Before this I had rang co-op to ask what was happening, they explained it was bagged up and they were waiting for a driver to collect it. I spoke to a Deliveroo chat agent who told me the driver couldn’t collect because the shop had closed, that was not the case at all.

As you can see, the bar is on the floor. Useless customer service. They may as well fire the entire department and save the money from salaries.

Deliveroo scammed me out of my money after I received damaged food on 14th April 2026. Deliveroo agreed to a refund of £35.90 but asked if I wanted it in my bank or my Deliveroo wallet. I chose the wallet. When I went to use my own money today, the balance was gone. Customer support told me my money had "expired" after 3 months. Under UK statutory law, this was a cash refund for a failed service, NOT a promotional voucher, and it cannot just "expire".When I questioned how my own money could expire, the service was abysmal. An agent named Sidney passed me to Angela, who hung up on me. I called back, was put on hold, and hung up on again. I then spoke to Erika, who passed me to a colleague who could not fix it. They refused to provide a head office contact or escalate to a manager. This is a complete scam and a breach of consumer rights. Avoid this company!

This has quite a few layers besides my order being over an hour and a half late, so let’s start from the beginning.
A friend and I were ordering food and her app glitched at the payment process and said the order hadn’t gone through. We waited roughly 5 minutes to see if maybe it had as her basket was empty, but nothing. So, I ordered our order again on my phone. At this moment in time, my friend’s app refreshed itself and showed that her order had indeed gone through, so naturally I went to go cancel the order I had just put through myself. Bear in mind, her order showed up within a minute or two of me processing my own order.
So, I go to cancel my order immediately as I know and understand these will obviously be timed constrained due to the nature of the service. I’m put through to one of the customer service representatives who tell me they will contact the restaurant to cancel the order.
Roughly five minutes goes by, and I’m told that the order cannot be cancelled as the restaurant themselves cannot be contacted and they can’t cancel the order as it’s a “waste of fresh ingredients”. I’m told that the they had tried all alternative numbers to no avail. Although I can understand this, the fact I contacted customer service almost straight away about my cancellation means the restaurant wouldn’t have even started making the order yet, so why there isn’t just a way to cancel an order if it’s been placed less than five minutes prior, I don’t know. I’m also told at this point a refund cannot be issued. I’m slightly annoyed at this point as I’ve just ordered twice the amount of food and spent twice as much as I intended already because of a glitch in their app, but after arguing this point and getting nowhere, I let it go. Bare in mind, during this conversation I pointed out that the driver was still on the way to the restaurant so would they continue to try the restaurant up until the collection, to which they did several times. For reference, as this is important later, I placed my order at 12:02. I noted to customer service at 12:12 that the status had updated saying the driver was on their way.
My friend’s first order arrived by 12:45 and we happily ate our food. I noticed that my driver still hadn’t picked up my order but thought nothing of it at the time. We finished our food and did some chores we were planning on doing and then at around 13:02, we realised my order hadn’t even arrived yet. So, this is an hour already from when I placed my order and at least 15-20 minutes later than the original delivery estimate time.
I leave it for another ten minutes, give or take, before contacting their customer service again about the lateness of my order. During this conversation, all they can tell me is that my order is actually “13 minutes late”, not half an hour as I stated, because the delivery time had moved to reflect the fact a driver hadn’t picked the order up. I pointed this out but they appeared to just ignore what I said and just told me I can track my order through the app (like I didn’t know how to do that already!). I also relayed, again, the whole fiasco up until this point and asked, politely, if I’d qualify for a refund now since the order was now creeping up to being an hour late from the original delivery time. I’m told no, I am not. And that was it.
I argued my point, and every time I sent a message that had solid reasoning to why this was unacceptable, all I’d get was either “I’m sorry but no” or they’d re-make the point that the order couldn’t be cancelled because it had “already been made”, although I did point out this wasn’t true to when I first originally contacted them and that I wasn’t asking for a refund because of that anymore, I was asking for a refund because my order hadn’t even shown up.
At this point, I’m pretty mad. I’ve never been this mad at a company before, and I’ve never had to fight so hard to ask for a refund. I’ve even been refunded other orders via Deliveroo for much less, when I didn’t even ask for one! But now, with what I’d consider a cascade of issues, they couldn’t even be bothered to refund me or partially refund me my order.
Eventually, my order did arrive at 13:40, after I had a series of phone calls from the driver because he couldn’t find the address. The address he was delivering too was on a High Street and he told me to come outside but when I asked where he was, he was half way up the high street and nowhere near me. I said I couldn’t go that far because of disability issues and he needed to come to the shop I’d stated on the address, so that was a perfect end to the perfect mess up that was my entire order. Deliveroo refused to refund me and all they could offer was my priority delivery back to CREDIT only. I am very disappointed by this entire experience and am so angered by all of it that I will never be using this app again. I am done.

If try to find out any company most stupid in the world.. then it's deliveroo.. unexplainable stupid

Failed to deliver. Refused to refund claiming the driver was unable to deliver at my address. I was standing outside my house and no driver appeared. The tracking showed the driver stopped a long way away from my address.

Avoid this delivery company

I received a warm smoothie and very unhelpful customer service from Amin. Avoid !

As a business partner working with deliveroo, be extremely cautious when dealing with them. They take around 38% commission from us restaurants. A few weeks ago I was doing my paperwork, I made around £700 in sales. Only to receive under £400. And we are taxed by the government on the total sales we make as well as the so called 'profit' we received. Maybe thats why people are complaining about the amount of money they're paying for food online?!

Some customers (not all but some) falsely put in a refund claim that food hasn't arrived/missing when it has. I had a customer say that she never received her Fish but wrote a negative review on my deliveroo account saying that the fish was too small. Deliveroo refused to do anything with regards to this and I lost out and the customer scammed me in broad daylight. I am now confident that bots are the ones determining which order gets a reimbursement. But customers ALWAYS GET THEIR MONEY BACK.
Delivery drivers are the absolute worst, no English whatsoever. You ask them to scan the order number and some start to argue with the restaurant demanding that the receipt MUST be attached to the food bag and only then will they scan the order number. Then you get false driver's, now what happens if they say the order number they're collecting (how they know this is have no idea) pretend to scan the order number, then walk away with the food only for you to find another driver is asking for the EXACT SAME ORDER. Be extremely cautious when dealing with deliveroo.

ANYONE READING THIS, GET OUT OF THE HOUSE AND GO SUPPORT YOUR LOCAL BUSINESSES! STOP USING THESE DELIVERY PLATFORMS THAT TAKE A CHUNK OUT OF US

Just had a delivery from deliveroo and they sent this Asian bloke who could hardly speak or understand English and he came to the back gate then phoned me and I said can you come around to the front door because i can’t walk and he said in Broken English how do i do that so i tried my best to direct him he finally found the front door then he kept on saying what is the code i said i will give you the code when you put the shopping in the front shed which has a red door so he keeps on asking for the code and i said please put the shopping in the shed so he opens the shed door then shuts it again and i said can you please put the shopping in the shed with the red door so he says what’s the code again i said put it in the shed I was getting annoyed by now then he’s looking around for a red door when he’s just opened it then finally he does what I asked him to then I gave him the code but he still left a package on the floor by the door so I said you’ve left one on the floor but he just walked away shouting why didn’t you just give me the code, now the reason I withheld the code is because I’ve given the code straight away before and they’ve just run away and not put the shopping where I wanted it in the shed so the carers can get it in when they turn up it’s not fair that I have to worry about having to talk to someone who can hardly speak or understand English I’ve got enough problems as it is so this I why I’m writing this review so hopefully someone from deliveroo can rectify this issue that I’m sure I’m not the only person who has this specific issue

Basically, 2nd time used the app, placed order, then after about 45ins and no rider, I tried to cancel, told couldn't as food already made, waited another 45 mins and finally food arrived cold, there's a surprise as it had been waiting. Asked for refund, gave me £3.10 refund, food was inedible. They don't even care. Warning, with the amount of negative review (wish I looked first), I think they are a scam company

I placed an order, the wrong item was delivered, sent the photo to Deliveroo and they've decided my evidence was insufficient (it was a clear photo and the food shown was totally different to what I ordered) and are now saying that they'll no longer discuss the matter either.

I have ordered via Deliveroo on two separate occasions and both times, after a two hour wait, I received a message saying the store could not accept my order. Refund was prompt however but that's the only good thing I have to say. Just Eat and Uber Eats are just as bad so I'm going back to Tesco Whoosh who, despite having high delivery charges and a £15 minimum order, have not failed to deliver (although they have cocked up the order a few times),

I’ve been paying for Deliveroo gold for years, just adding this for context of how much I used this app. One day I ordered food from a restaurant that had their own driver. The restaurant is literally 9 min drive from my house so I expected the food to arrive quickly or at least on time. After an hour with no update I called the restaurant many time but no one picked up. After another 30 minute I called again and they picked up and told me the driver is about to leave with my food and will be there in 20min, 5 min before the 20min was over I stayed near my front door as I was starving by at this point and didn’t want to miss the delivery. I waited again and after 30min I called the restaurant and was told that the driver delivered the food which isn’t possible since I was literally by the door for ages. I live chatted Deliveroo and they refused to give me a refund. I had to do a chargeback with my bank and Deliveroo then blocked me from ever ordering again. Such poor customer service and no follow through, their solution for my problem was for me to cancel my chargeback so I can order on the app again which makes no sense. They allow the restaurants/drivers to scam people

Ordered £93 of groceries. Received only around £20 worth. Support immediately claimed their “system” prevented a refund without explaining why, despite acknowledging there was only one driver. Only after repeated insistence was the case escalated. Waiting to see whether Deliveroo actually follows through.