Today I recieved what can only be described as such shocking service I felt compelled to review it. We ordered food at 16:24 through the app from German Donner Kebab. When the food arrived approx 30 mins later I noticed it was incorrect. I said this to the driver immediately and he just shrugged and said I had to call deliveroo. We called deliveroo and the lady on the phone initially said there was nothing she could do. This was not acceptable as we had someone else's food so ours must have been somewhere. She agreed to call the driver. She came back to the phone and said that the driver went back to the restaurant and noticed our food was still there (17:05) and said that he was given the wrong order from the restaurant, he then said he would bring it. The lady on the phone said to keep and dispose of the other food as due to covid 19 and the fact it had been in our house it was no longer viable. 10 mins later approx the driver arrived with our food. He asked for the other order however we had already disposed of this. Our food was stone cold. My partner called deliveroo and I called the restaurant. I called the restaurant as i felt that giving out the wrong order and then leaving ours out to get cold was unacceptable. The restaurant informed me that both the orders were actually collected at the same time (16:40 approx). This means the driver or the woman on the phone lied to us. This also implies that the driver was going to flout social distancing rules over food delivery to take the food that was given to us in error and had been in our household, to another household. Unacceptable. It transpires our food was taken to another house. This meant we couldnt eat this food due to the risks that posed. I relayed this info to my partner. The person on the phone - Milkos - accepted that the error was theirs and that we would get a replacement/refund possibly in 48 hours. Again unacceptable. I explained that I needed to feed my children and 30 is a lot of money for us so I requested replacement food straight away or a refund so I could order from elsewhere. He said he understands but I would have to wait up to 48 hours. I can't comprehend how a deliveroo driver can make an error yet I have to wait 48 hours for food. I explained to Milkos that we are currently dependent on food delivery as we are isolating (so a definate issue that the driver wanted to take food from us) and that I needed the money so i could replace the food today so we could eat today. Still the same response. This went back and forth for a long while, he refused to get a superior to help me, he said it was procedure to hold on to people's money when deliveroo make a mistake, and it is still no guarantee that we will get the refund. I asked for the complaints email, he refused to give it and told me to look it up - several times. He finally gave me the email. I worked in retail for many years and would never have dreamed of giving such shocking service. I wouldn't have lied to a customer. I wouldn't have deliberately endangered health. Yet these seem to be standard for deliveroo as a company. I requested a full refund NOT credit however after 3 days I recieved 10 credit. My order was 34. DO NOT use this company. Shocking service, blame put on customers, they refuse to acknowledge or rectify their own mistakes. Would rate zero stars if an option.