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

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"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

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“Missing items, made contact with Deliveroo who made no attempts to rectify the order, definitely will not be using them again…”

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Posted 1 year ago

“They are a terrible company”

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Posted 1 year ago

“Never again. Order never arrived but was marked as delivered! I guess from what I am reading, that’s the usual trick so the riders can still your order. From the rider to the rest of the Deliveroo employees, the worst ever customer service. It just doesn’t exist. Avoid avoid avoid”

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Posted 1 year ago

“You are a terrible company. You cannot be contacted and a lot of your rider's don't know English language which is a problem . Getting back my money is impossible”

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Posted 1 year ago

“All I'll say is make sure your address is perfect and the pin on the map is perfect. Otherwise the first call you will get is from the driver saying he's arrived, next you will get a message saying "your food has been delivered" then an angry gentleman with an Indian accent will call you saying your food has been disposed of. When you try to say anything he will tell you to speak with customer support and he hangs up, when I did try to speak with customer support via the online chat they said there is no compensation and that they are ending this conversation. Meanwhile there will likely be a gentleman with an Indian accent filling his stomach while he "disposes" of your food.”

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Posted 1 year ago

“I have an account on Deliveroo and my card details were stored on the account. On Thursday I received a notification that my card was used on Deliveroo and I was charged 71.39 EUR. After contacting them, they couldnt care less about the situation and that my details were compromised due to the lack on security on their App. Their reply was that they have located the unauthorised payments, and the account that was used to make these transactions has been blocked to prevent future payments using my card. We are unable to refund these transactions due to the safety measures that we have in place to protect the information you share with us, including Verified by Visa, MasterCard SecureCode and American Express SafeKey. What a poor service considering they have received my money!”

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Posted 1 year ago

“Was staying at the Crown Plaza hotel in Dublin near the airport. It was too late to go out, so we ordered some food from Shouk thru Deliveroo. Per the app, I was notified that they were a minute away, so I went down to the lobby, and they weren't there. I waited and waited, then I went back to my room to check my laptop. "The driver is trying to find you. He will wait one more minute and then leave." I ran back down to the lobby. No deliveryman. There were two desk clerks, and they didn't see a deliveryman. I looked outside,no deliveryman. I went back upstairs to check my laptop. "The driver was unable to reach you. He tried calling you. He left your delivery in the garden." There is no garden at the Crown Plaza. I contacted Deliveroo thru their app's chat. I was told again they could not find me so they left it in the garden. I advised that there is no garden, that I was in the Crown Plaza Hotel near the airport in Santry. It's kind of hard to miss. It's several stories tall and has a large sign on the top floor that says, of all things, CROWN PLAZA. I was told that they could not find me (is the driver blind as well as dumb?), they tried to call me (no, they didn't), and that they were not refunding my money. BoA got a call immediately and I have disputed the transaction. Oh, and it was $32 on my receipt, but they charged me $35. Don't use these folks. They're bad news.”

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Posted 1 year ago

“Worst delivery company ever! Received wrong item shop admits mistake but deliveroo refused to refund! Customer service ignorant and useless! Drivers cannot read/speak English so unable to read delivery instructions 🙄”

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Posted 1 year ago

“Email their incompetent ImbEcilic retarded CEO will@deliveroo.co.uk Deliveroo will not deliver. Check their social media like Instagram too. Will Young, I would like to register a formal complaint. If I do not receive a satisfactory response within 14 days, I will file a county court claim. I am experiencing issues with the app and I have requested refunds which have not provided. On this day 22/03/2023 the chicken.com order did not arrive and then I ordered from Caspian Pizza who are based in AcCOCKS grEEN and it arrived like vomit. I also notified your workers on the chat service. Do you hold the responsibility to hire retarded incompetent staff ? My previous orders from Caspian were also declined and I requested a refund which Ryan said would be reflected on my account, however that has not happened. Vhy is that ? Can I also request the manager I had the awful experience to speak to isn't a manager and doesn't have the pre resiquits to be a manager and should should QUIT. How terrible. Can't answer basic questions and doesn't understand what data privacy is. Data privacy isn't about not giving ones name out; it's about how your data is held, for example, in a company's database and for how long. Not providing your name isn't protected by any law in any country. It's not personally identifiable. Have some shame. I am extremely upset refunds haven't been provided and I WILL no longer use your app. There should be no unreasonable delays. I believe this is due to the fact that I am single STRAIGHT Asian Bangladeshi Muslim male. Also I would like a public live stream hearing with all your staff attending please as witnesses including the retarded imbecile from Caspian Pizza. Kind regards, Shamir Instagram; @nintendosealed. Show quoted text”

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Posted 1 year ago

“I had the misfortune of using Deliveroo recently, and I can confidently say that it was a terrible experience. To begin with, I was charged twice for my order, which was a huge inconvenience for me. Despite contacting their customer support team multiple times, they did not take any responsibility for the error and simply told me to contact my bank. It was clear that they were not interested in helping me resolve the issue, and were just passing the buck. What's even more frustrating is that I received no response from Deliveroo after sending multiple emails to them. It was as if they didn't care about the inconvenience and frustration they were causing me. It's clear that their customer service is severely lacking, and I would never recommend using their services to anyone. Overall, I had an extremely disappointing experience with Deliveroo, and I would advise others to steer clear of them. Their complete disregard for their customers and unwillingness to take responsibility for their mistakes is unacceptable, and I will never use their services again.”

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Posted 1 year ago

“Terrible customer service, had to to wait more than a week for my enquiry to be dealt with and that was because I had to chase”

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Posted 1 year ago

“Every time I order groceries through Deliveroo, something seems to be missing, the last two times I ordered I had over £10 worth of items missing per order, including a bottle of wine. Deliveroo customer service says that there is no option to give me a refund for any of the missing items in either of the orders, despite the fact that I never recieved the items. I never have this issue with any other company, only Deliveroo.”

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Posted 1 year ago

“I’ve ordered my breakfast, the ride didn’t ring my bell, he try to called me ,I picked up the call he hang off , I went outside he wasn’t there , he didn’t left my order and didn’t wait the minutes that he was sipppose to wait, conclusion this happened less then 4 minutes and I spend 33 pounds to the deliveryroo and the customer service told me they can’t do anything about it because the rider tried to call me . This was the last time that I use this service .”

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Posted 1 year ago

“they do not deliver food, and the driver does not call and refuses to refund money for the order. Customer service is rude...they do not worth it anymore...”

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Posted 1 year ago

“I was promised discounts and was met with reasons they don’t apply at checkout after spending 15 minutes looking through the menu and signing up to there premium service. When I finally managed to place my order I was told that the restaurant had received my order and was preparing it. I then received instructions to track my order to my door, this took 28 minutes even though the restaurant is only a 5 minute drive. The message changed to delivered however there was no driver in sight… I am confused why the app would say the driver is at my door if it is just not true? Very bad service.. I will not be using this company ever again and will make sure none of my friends and family waste there time and money trying to place an order.”

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Posted 1 year ago

“Keep having missing food and deliveroo do not refund it and are very rude. Will not be using again”

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Posted 1 year ago

“Ordered food, driver called, came out to collect. Driver not present. Asked for a refund. Deliveroo refused. I’m 😡”

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Posted 1 year ago

“Food never arrived, driver turned his phone off so couldn’t reach him and the very unhelpful customer service couldn’t reach him either. Worse customer service ever. How is this company still in business???! Delivaroo does not deserve 1 star.”

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Posted 1 year ago

“Spent £50 on a order that wasn't delivered to my house last Saturday, no support or offer to get a refund 🤔 Wouldn't recommend these or Chin City Newark”

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Posted 1 year ago

“Deliveroo deserves zero stars. Huge order from kfc Colchester, checked online as it was late only to find it was marked as delivered. Called deliveroo to ask where our food was, no help what so ever as the driver had disappeared. Kids were starving so had to drive to kfc and re order. Hell will freeze over before I use this ripoff cowboy company again.”

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Posted 1 year ago

Deliveroo is rated 1.2 based on 1,032 reviews