Deliveroo Reviews

Name: Deliveroo
Rating: 1.20

1.2 Rating 1,036 Reviews

5 %

of reviewers recommend Deliveroo

Company Reviews

Questions

Metrics

1.2

Based on 1,036 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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“I had luke warm food turn up which I complained about. They unable to replace the order. I then asked for a refund instead for the item that was effected in which they asked me to describe the food… the way they spoke to me was like they were mocking me. When I tried to give a description of the food, they lowered the price of credit every time (even though I never asked for credit). I ended up with £2.50 credit that I didn’t ask for but apparently that’s what I deserve for receiving barely warm food that I paid for! It’s more the principle here for me. What makes it worse was that I wasn’t asking for a full refund but just a refund for one item. Now, I don’t care about the amount of money but if this happens to so many people, this business is earning so much off of very little. They did suggest for me to leave a review on the restaurants page but to be honest it’s how it was handled. I won’t be using this app anymore. Really unprofessional customer service from Louy or Lou.”