Honestly shocking customer service. Ordered several items from Co Op - Old Harlow, and over half the order was missing (side note: I was still charged full price). This was not the first time that this had happened with this particular Co - Op store. I spoke to multiple people over the phone at Deliveroo, explaining the situation. They told me that they would not offer me any compensation, and that I had to contact Deliveroo by email to have the case reviewed. After contacting Deliveroo by email, explaining again that I had been charged full price for an order that was missing the majority of the items, they emailed back, saying, “unfortunately, after reviewing the case, we are unable to offer you any compensation on this occasion.” I then emailed back, quoting their refund policy, which states that a customer is due compensation in the event of missing items. Scandalously, I then received an email with the exact same rhetoric, stating, “after reviewing the case, we are unable to offer you any compensation on this occasion”, with the added caveat “many thanks” on the end, and absolutely no acknowledgment of anything I had mentioned, or the reference I had made to their refund policy. They were also unwilling to go into further depth as to what specifically they reviewed, and why it was deemed “insufficient”. This is my first Trustpilot review - never have I received customer service as shocking as this. By all means use Deliveroo - just utter several Hail Marys and hope to God you don’t have any order issues. Attached is a conversation with Deliveroo, from when I was trying to obtain a refund for the missing items. This will demonstrate just how bad their customer service is. Abysmal.