Deliveroo Reviews

Name: Deliveroo
Rating: 1.20

1.2 Rating 1,032 Reviews

5 %

of reviewers recommend Deliveroo

Company Reviews

Questions

Metrics

1.2

Based on 1,032 reviews


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 17%
Accurate And Undamaged Orders	Greater than 68%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Write Your review

Tell us how Deliveroo made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

"I made an order from Co-Op for food, due to be delivered around 21:00. After around ten minutes I had still not received my food, had not been called by the driver, and so I went to the Deliveroo homepage to check what was happening. I went to the page and saw that there had been a message in the chat. Now, if a driver sends a message on the Deliveroo webpage, a customer's phone does not receive a notification, as it of course does not go directly through to the customer's phone. The driver made no attempt to call or contact my phone, even though my phone number is provided on my account. So, I check the driver's message, and they had said that they could not find the address. I called Deliveroo to enquire. I spoke to a woman who told me that there was nothing Deliveroo could do - seemingly, although I paid for my food and did not receive it, it was deemed unsuitable grounds for a refund. I then asked to speak to a manager. I was then passed to Marvinette, who told me (and as the calls are all recorded, this will of course be available for Deliveroo to listen back to) that the driver HAD in fact arrived at my address. After saying this, I then explained to her the messages left by the driver saying he could not find the address, so that he quite clearly hadn't arrived. She then continued to claim that he had in fact arrived. And so, I then asked her the following: do you mean to suggest that the driver arrived at my address, and chose not to deliver my item? To which, after several delays, she ultimately conceded that yes, the driver had arrived and then after waiting and not seeing a safe place to leave my food, left. I took a screenshot of the order page that stated that the driver could not deliver the order, made at 21:28. Just after the call, I checked the order status page again - it had been changed to show that the order had been delivered (however, I was still without my food). I have a screenshot of the updated page at 21:35. It seems that at some point during or after the call, somebody at Deliveroo had actually changed the order status from \"not delivered\" to \"delivered\" in order to fit with what Deliveroo were now claiming. This is disgusting. How can any supposedly \"reputable\" company act in such a dishonest way? That in addition to somebody not being due a refund for an order that they paid for but did not receive. Everybody makes mistakes, but the service that has followed on from this has been abysmal."

Deliveroo 1 star review on 5th March 2024

Trey

Deliveroo 1 star review on 18th November 2023

Anonymous

Deliveroo 1 star review on 10th February 2023

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Great app with a great selection of restaurants”

Helpful Report

Posted 7 months ago

“Cold food! Missing items. Couldn't get a redelivery. Have to wait up to 10 day for a refund. Driver refused to take wrong drinks so someone else will be missing these from their order. Tried ringing McDonald's and had no luck. Tried live chat and they were less than helpful! Would never use this service again. We've tried twice and been let down with missing or wrong items delivered.”

Helpful Report

Posted 7 months ago

“Cold food. £5.00 compensation despite 25/30 order. Customer service, delivery & refun policy sub standard. Shabby would sum up this organisation or lack of !”

Helpful Report

Posted 7 months ago

“Similar to all the other complaints - wrong food delivered but told no refund! Appalling customer service.”

Helpful Report

Posted 7 months ago

“Driver asked for code and said ‘at door’ which he wasn’t. I gave him a vehicle description but he never turned up so someone else had free pizzas. According to Deliveroo I’m at fault for giving the code but I did expect a driver there ! Clearly never asked for code again so the non helpful app chat said I’d get nothing. Will not use again ever!!”

Helpful Report

Posted 7 months ago

“Garbage Garbage Garbage! Scam! I said I would I said I would never use Deliveroo again as they are so terrible, and stupidly after a few months I decided to try one more time! What a fool I was! I ordered my meal and once again in systematic Deliveroo fashion there were items missing from the package( as there pretty much always is when you order from these scam artists) Surprisingly before I could contact Deliveroo they contacted me. Saying they are sorry but the driver left some items behind at the restaurant, but don’t worry Your items are with another driver and will be with you in 10 minutes! Needless to say 35 minutes later the missing items had not arrived, I had no choice but to call the helpline to which I was told, that it’s only two missing items and they can no longer deliver! What a Micky mouse amateur lot who don’t take their clients seriously! 2 failed attempts in under an hour! I deleted my app and will never use them again! The theft is rife and goods go missing all the time! You been warned!!”

Helpful Report

Posted 7 months ago

“Ordered some groceries using Deliveroo through Asda. A box of wine was not received worth £18.34. Raised issue with Deliveroo and they refuse to refund me. Either Asda are being dishonest, or the Deliveroo driver is a theft or Deliveroo are a bunch of thefting, lying and dishonest cowboys. I will not be using this dishonest company again and would recommend you think twice before giving your hard earned cash to these fraudulent criminals.”

Helpful Report

Posted 7 months ago

“Made a order with deliveroo some time ago now around 7 months ago have been trying to get a refund for that long . Ordered at around 10pm on the 18th January fell asleep after waiting hours for my food to arrive. a delivery driver came the next morning at 8:15 which is a good 10 hours later saying there is a problem with my order deliveroo sent him and need my code because it's error on the system and they need to clear it.i was hesitant to give him the code but he persuaded me. He then Ran jumped in his car and drove off. I then got a email saying my order has been delivered. I recieved no food and delivroo claims the order is delivered. DISGUSTING BEHAVIOUR from the driver.. also poor customer Service from deliveroo. Don't care about the money it's the point that companies think they can rip you off but if it was the other way round be a totally different story Deliveroo shame on you.”

Helpful Report

Posted 8 months ago

“Terrible customer service if something goes wrong with your order… they send to a live chat and then tell you ‘please bear with me on this matter, I’ll further help you on this.” Then they disappear and never return. You can wait hours on a live chat with no one responding…. It’s a joke how little they care about low reviews and customer service..”

Helpful Report

Posted 8 months ago

“Never got my order refused to refund me Never use them again”

Helpful Report

Posted 8 months ago

“My partner was injured by a Deliveroo e-bike rider that was riding on a pavement. Deliveroo continue to deny the existance of this rider, even though my partner witnessed this individual collecting an order from a nearby restaurant and sent photographic evidence of this. I guess Deliveroo aren't interested that their delivery staff act in this way”

Helpful Report

Posted 8 months ago

“Worst and most arrogant company I've ever dealt with. Assaulted by their rider and they just buried their heads in the sand. Use one of their rivals, turns out that they're a lot cheaper for the same thing.”

Helpful Report

Posted 8 months ago

“Incorrect order delivered. Sent all the pictures they requested, order details etc. Would not call the driver to get the correct order, make a new order to be delivered to me or refund my payment. I went through three different people - who I suspect were the same person - on chat and email and despite providing all the proof they needed they kept my money and I guess the driver, Mohamed, had a nice dinner tonight.”

Helpful Report

Posted 9 months ago

“If I could give 0 I would. Ordered items, the driver picked them up over an hour before they arrived at my house. They were stone cold when they arrived. To make things worse they had missed off items I had paid for. When speaking to customer service they were about as useful as a chocolate teapot. They have no resolution or refund and they could not even explain why I wouldn’t be refund! Absolutely shocking customer service”

Helpful Report

Posted 9 months ago

“I used to be a frequent customer of Deliveroo, but I had numerous poor experiences that eventually led me to stop using the app. I would estimate that approximately 60-70% of my orders came with some form of negative experience. Firstly, I encountered constant issues with riders refusing to deliver the food to my door. It has become a new norm for riders to wait somewhere on the street near my building and expect me to find them in order to pick up my food, instead of delivering it to my door as requested and paid for. On one occasion, a rider even threatened to leave my food in a random parking area if I didn't locate them. Secondly, on two occasions, my food was left on the street in front of my building, which is situated in the city center. Fortunately, I managed to find it, but it was extremely frustrating. I lodged a complaint with Deliveroo, but they failed to take any action in response. Lastly, there was an instance where my food was not delivered at all. Despite being marked as delivered in the system, nothing was actually received. I reported this issue to Deliveroo and requested a refund, but they did nothing except blame me for the situation. This was the final straw for me, and I made the decision to delete the app and personally walk to the nearest restaurant instead of relying on Deliveroo. Occasionally, I would receive a code to share with the rider, which potentially could have improved the situation for future orders.”

Helpful Report

Posted 9 months ago

“Unfortunately there’s no ZERO. I’ve been using Deliveroo for over 2 years, but recently I had series of incidents which forced me to this. I ordered from Deliveroo on 5/7/23, I didn’t receive my order. (Has happened several times earlier, not the first time) Next day, I tried to contact them about it, they said the delivery man came, tried to contact me and returned. Total bull ship. Anyway, today I ordered again, and I wanted to add more items to my order, they wanted my to create a new order, just to add one more item, and pay them rubbish amount of small order, double service charges and almost £5 delivery fee. But they couldn’t just add one more item to my order. Deliveroo’s business policy is to make money out of anyway possible. Awful service. robbing with no shame. No wonder the reviews are full of complaints. I’ve delete the account. Scammers. I hope all the thieves choke on my food they stole.”

Helpful Report

Posted 9 months ago

“I never got my order and was told I’ll get a refund but never did. I paid for something I bender received”

Helpful Report

Posted 9 months ago

“Marius (the driver) marked my order as complete and hung up on me and kept my food. Aaron the support manager blamed me and was uncooperative and kept forcing a refund instead of helping me get the food delivered. I was treated appallingly”

Helpful Report

Posted 9 months ago

“Tried for the first time and it is a shocking pointless service. Items not delivered and the food was cold - their one job is to deliver what you order hot. Customer service when flagging this was appalling and pointless. Do not use”

Helpful Report

Posted 10 months ago

“Absolutely useless. Nothing but of unemployable immigrants on bikes. No regard for road safety or pedestrians. No helmets, no lights, no reflective clothing. Can't even find an address with the use of a sat nav. Me no English! 😡”

Helpful Report

Posted 10 months ago

Deliveroo is rated 1.2 based on 1,032 reviews