Quick backstory: Ordered a meal through the app. Meal arrived but the the bag the drink was in was torn and was leaking. The drink itself had leaked almost halfway out. I immediately took the ruined bag/drink to a nearby dumpster and threw it away. I was staying at a hotel so I did not want to bring a leaking bag through the lobby, elevator, hallway, or my room. After getting to my room I tried to report the issue through the app and was able to do this, however, when I was asked to provide photo evidence I wasn't able to (because I had already thrown it away). I provided a picture of the receipt that was on the good bag and uploaded it. All I requested was a refund for the drink. After a total of 10 emails back and forth with 4 different customer service reps, I was treated with a "we're sorry, but because you can't provide a photo we are unable to process your claim." I was asking for a refund of £2.59 and they would not give it to me without photographic proof. I was not about to go dumpster diving. So I told them I would initiate a charge back through my credit card, post negative reviews, and never use the app again. Well I guess it's obvious how this conversation went. Michelle, Kimberlyjoyce, Clarinelle Grace, and Ralph were all unhelpful and unwilling to help out a customer. Terrible customer service. Terrible company. Terrible business. I told them that I would have been happy with a refund and a reminder to take pictures of any issues should I have them in the future. That would have been totally acceptable. But apparently -- to Deliveroo, losing a customer and having to refund them anyways -- via charge back, was more important.