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

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Not bad, all the lazy people on hear moaning about food being cold. How about get out and pick it up yourself. I'm a deliveroo driver and all you fat out of shape things p me off”

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Posted 5 years ago

“FILIPINO SCAM! Well what can I say? Deliveroo is a bunch of Filipinos scamming people in the UK, you make an order, the restaurant cooks your food and no one from Deliveroo goes to pick the order up, they cancel the order but still take the money out of your account and then refuse to refund the money and can not tell you why they took the money from your account in the first place. This app is a total SCAM, do no go anywhere near it, you'd be better off chucking your money out the window and hoping some random turns up with some food. complete and utter joke, all staff pretending they are English but they cant even put a sentence together in proper English. NEVER USE DELIVEROO - SCAM ALERT I have reported them to my bank and if you are in same position as me, so should you, don't let them scam anymore English people while hiding away in Asia.”

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Posted 3 months ago

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

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Posted 8 months ago

“Deliveroo has the worst customer service that is possible. They disregard delivery instructions and then take the delivery back and charge you for the food they did not deliver while marking it as delivered in their system. Furthermore they do not return the food to the restuarant so you may collect it nor do they issue refund for the delivery that they did not successfully make because the rider ignored the delivery instructions. To make things worse, their customer support team over chat as well as the ones available on call do not offer any resolution or even listen to suggestions that may resolve the issue. The customer service only narrates the terms and conditions of the delivery. It was a horrendous experience using deliveroo wherein : 1. I paid for the food that I did not receive and probably consumed by the Deliveroo rider 2. The online chat support and call support not once offered any resolution to the issue or even listen to suggestions that may resolve the issue. 3. Took up 1.5 hours of my time for no resolution and no delivery that is the exact opposite of why I would use a food delivery service. Deliveroo, this is no way to do business!!!”

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Posted 1 year ago

“I order the food the food was missing and they say we cannot help u with that”

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Posted 1 year ago

“i wish i could give 1 star , last time ordering with delivero . the worst service ever, 2 hours to get my food , cold , reheated many time”

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Posted 1 year ago

“Today I placed an order and the driver claimed that he could not find my address then left. I contacted deliveroo both by chat and calling customer services to request a refund. I was denied on both occasions stating that the driver waited at the location for 20 minutes and left. I called the driver during the so called waiting time and he confirmed he went somewhere else, so i reconfirmed the address with him but he still didn’t come. Then the CS representative said that the google maps pin was incorrect and that it was my fault. I again told them that the address entered is full and correct and that the pin was fine when I ordered so it’s not my problem they had issues after this point. I had a previous order earlier today to the exact same details with no issues. I was told by the operator that some drivers are more competent than others. So Deliveroo stole my money, I did not receive my food and they blamed me for their incompetent drivers while refusing a refund despite me giving them my correct details and also verbally confirming the details with the driver. Disgusting service that I will never again.”

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Posted 1 year ago

“After already waiting an hour and half despite estimated on 30 min, driver indicated order had been delivered but we had never received it, and they did not pick up the phone or reply to messages. After contacting customer services they lied to me about the driver waiting at my address for 20 min, and refused to refund me until I mentioned my consumer rights and that I had screenshots to prove the driver never been close to my address. Absolutely shocking delivery and customer service! Definitely only using Uber Eats from now.”

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Posted 1 year ago

“Missing items not getting refunded these scammers are making thousands of pounds of people. If you don’t deliver something reimburse it. An inquiry needs to be opened and people compensated. Who the hell do they think they are ???”

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Posted 1 year ago

“Do not use !!!!! ordered food and never received order and delverroo never helped me they are thieves Took my money and run complete scam order at your own risk Con artists !!!!!!!!!!!!!”

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Posted 1 year ago

“Only received half of my order and and after logging a complaint with them I have still not received a refund two months later. I will never use them again.”

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Posted 2 years ago

“Hi team, Unfortunately yesterday I experienced very poor service from your employee Tiffany. I ordered from Pizza Hut and the delivery driver didn’t deliver my Nachos with my order. When I had noticed they were not there, I looked on your app and couldn’t find a way to contact the rider, so I went google and called up your customer service. This all happened within a minute of my order being delivered, i called up and was put through to Tiffany, who told me not to worry because she would get it sorted for me. She said she’ll try to get it re-delivered put me on hold for a few minutes and then told me she couldn’t re-deliver it. She then told me that she would refund me £5.99 so I could re-order it, however I let her know £5.99 would cover the food but not delivery and service which I had already paid for initially when I ordered the food, so I wouldn’t be able to get it delivered for that price. After 5 minutes of arguing with me, she said she’ll speak to someone and put me on hold again for a few minutes, and then told me she could refund the delivery fee but not the service fee, I told her this is still unacceptable since I still would not be able to get the food delivered for that price. I then asked her why she couldn’t call the delivery driver and ask him if he could deliver the food if he still had it and she told me that it’s been 20 minutes now and the food would be bad quality. Which was terrible because the food that was sitting on the table had been there for 20 minutes while I was on the phone with her. If she had come up with that resolution in the first place when I had called her, it would have been good quality food and arrived a minute later than expected. The reason I got so annoyed in the first place is that I only ordered from Pizza Hut for the nachos, the rest of it I didn’t care about that much. I would’ve ordered elsewhere if I knew I wouldn’t get the nachos. Overall very dissatisfied with the service, not only did I not get the nachos, I didn’t get the bare minimum refund so I could re-order them. Honestly after the inconvenience you would expect a good will gesture not an argument. Regards, Sean”

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Posted 3 years ago

“Super angry with Deliveroo. Horrible customer satisfaction when you write to them. They basically told me to shut up and live with it.”

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Posted 3 years ago

“Deliveroo has to be one of the worst companies out there. I ordered a takeaway from my local Italian restaurant and ticked the box for gluten free pasta. Upon the order arriving, I took a bite and the pasta didn't taste right - Gluten free pasta has a bit more of a bite to it, so I immediately called the restaurant to check whether the pasta used was gluten free or not. They checked, admitted fault and were profusely apologetic and advised me to contact Deliveroo to be refunded. I contacted Deliveroo and was quite frankly appalled at the lack of customer care. I couldn't tell whether I was speaking to a human or a robot - the advisor was that robotic. They loosely apologised for the inconvenience but refused a refund. Really Deliveroo?! I called back to speak with another advisor to see if they could assist, but no - the same robotic, useless approach: loose apology and no offer of a refund. I should point out that I have a serious gluten allergy and I could have been admitted to hospital had I ate the food. Clearly Deliveroo think they are above the law and think that an incorrect order when an allergy is involved is acceptable practices. It is not, and is quite frankly dangerous. Deliveroo's approach, or lack thereof, is startling. They may have a large portion of the market, but their practices are downright dangerous, unethical and immoral. I will never, ever order with them again and would advise others to do the same, especially if you've an allergy. What a bunch of crooks.”

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Posted 3 years ago

“Absolutely terrible drivers tryed working with deliveroo and food would go out ok then I would just see the driver sitting in his car in the phone or picking there nose lovely hey, not making the customers delivery then the food get to the customer's house and we get a bad review thing is we are a 5 star well established restaurant if u value your business pls pls dont use there drivers are on another level terrible really really bad”

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Posted 3 years ago

“Would give 0 stars they don’t even deserve 1. This is my first time using deliveroo and it is without I doubt that I will never use them again! We ordered from KFC about a 2 miles away. Delivery estimate was 25-30 mins which is fine, we spent around £35.00. Obviously in these difficult times, they state that it’s non-contact delivery which has been absolutely great with other providers such as just eat & Uber eats. We waited around 45 mins and the order was finally on route, we live on an easy access main road and by tracking the driver, I saw on the app they were 1 min away literally showing them as being on the corner of my road. We went to the window to watch the diver drop out food on the door step, after 2 minutes still no car had pulled up so I logged back on the app to see where the driver was no showing despite being on my corner 3 mins before, THE APP SAID THAT IT HAS BEEN DELIVERED. Well I’m sorry to say no order or car got close to my door to drop this off, after the app says your order has been delivered you can no longer contact the driver as this was going to be my first point of call. Therefore, we attempted to call the KFC to see if they had any contact with the driver and advised us to contact Deliveroo. I called Deliveroo Customer Service and I understand it is not the persons fault on the other side of the phone, However they were no help at all. I explained the whole story to the advisor and she said the driver had attempted to contact us due to access issues... No the driver did not attempt any contact what so ever and as previous states we live on a main road with no access issues what so ever and was plenty of room to park up outside, the advisor was pretty much calling me a liar... I asked what’s next and the advisor said there was nothing they could do because it had been delivered... NO HELP WHAT SO EVER, EVERYONE SEEMS TO BE INCOMPETENT AT THEIR JOB. Finally, she attempted to contact the driver, the driver was now unresponsive... GREAT, she said I will receive an email asap. I’ll be waiting for this email and I’ll be in contact until the end... ABSOLUTE JOKE”

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Posted 3 years ago

“Absolutely rubbish service, took payment straight away but no delivery driver could collect food! So never received! Don’t waste your Money having deliveries from these!”

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Posted 4 years ago

“This company has major issues! The only thing they do is deliver food and they cannot manage to do just that. This is the second time in 2 weeks that my order was left at the wrong address. The drivers are just leaving food anywhere! The customer service is fair at best and they are failing miserably. Better to just cook at home, much less added stress and hassle!”

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Posted 4 years ago

“Car driver was reversing down the road and nearly ran over my friend. Poor driving and are very dodgy.”

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Posted 4 years ago

“They are charging £3.50 for delivery that is 0.8 miles away from me! And service fee on top! Fees are too high it's becoming a scam. They already raise the menu price from the original restautant menu price. Shame on them. I'm not ordering with them ever again. There are better alternatives”

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Posted 4 years ago

Deliveroo is rated 1.2 based on 1,032 reviews