The worst experience I have ever had with a take away delivery. I would never use Deliveroo again as I now have no confidence they would deliver my order, and if they don't deliver, they can just refuse to refund you.On 1 November I ordered 6 dishes from a restaurant through Deliveroo, for my family and guests. When I received the delivery, I found only 2 of the dishes were provided. I contacted Deliveroo straight away using their online chat, asking if their driver / rider might still have the rest of the order, and if so, could he return deliver the rest of it.After a while, I was told that the rider could not be contacted and that "we're unable to offer you credit or refund in this instance". I made clear that Deliveroo had taken my money but had failed to provide most of my order which was a breach of contract.My complaint was apparently escalated on the online chat, but I was told "I'm sorry to hear that you have missing items on your order [...] We're unable to offer a refund in this instance..."When I asked for an explanation why, I was told "we can't provide further details on this case and we are unable to proceed on your request."I asked to make a formal complaint and to receive a a copy of Deliveroo's complaints process - this was never sent to me, despite me repeating this request many times on the online chat and later by email.My guests left my flat hungry, and I contacted the restaurant directly. They apologised for the problems, made the meals again and their own staff delivered them! This was too late for my guests, but I appreciated the restaurant doing what it could.But I had ordered the meals through Deliveroo and paid a fee for this, so my contract was with Deliveroo. I would expect them to deliver my order, and to refund me for items they don't deliver which I have paid for. Deliveroo did neither of these things, so apparently feel free to breach their contract with customers, and just keep customers money without fulfilling their order! By email I raised a formal complaint with Deliveroo. Over 3 and a half weeks I received holding / delaying messages, and on 26 November I received another useless response, which I am guessing is just a standard refusal to explain why it operates the way it does, and with no acknowledgement that it should operate differently in future. I received two versions of this email - the first was in French, and then a minute later I received the same email in English. Apparently Deliveroo isn't even competent enough to send its standard e-mail replies in the appropriate language first time round!The reply said: "Thanks for taking the time to contact us, and for your patience while your complaint was escalated to me. Our customer services team always aims to give the best possible service and resolve customer concerns. If this is not possible, issues are escalated internally to the appropriate managers for investigation, as has been done in this instance. I’m sorry to hear you are still not satisfied with how your complaint has been handled, however we will be unable to provide any further compensation/information in this instance. We don’t operate within a regulated sector, and therefore do not participate in any regulator's dispute resolution scheme. You can find guidance and advice on your consumer rights and options available to you at [Citizens Advice link]. You can also find further details about how we handle complaints in our terms and conditions at [Deliveroo legal webpage link]."So we have:1. Failure to deliver an order or refund missing items.2. Failure to explain what happened or why Deliveroo acts this way.3. Failure to acknowledge that Deliveroo should act differently in future.4. Failure to support a complaint - I requested to see Deliveroo's complaints process on 1 November, and repeated this request many times since then. I only received the link to this information three and a half weeks later, in Deliveroo's final response which refuses "to provide any further compensation/information in this instance."I'll never use Deliveroo again.
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