Review Time
Due to the amount of illegals working for deliveroo and just eat. I no longer use either. Plus hot food often being delivered cold and items missing. Same with grocery deliveries, items missing. I have complained to deliveroo but, they don't seem to care. So best way to make them care is to boycott them until they do
As a new customer I had a voucher code for £12 off which I thought was a good offer.I placed an order but my card was declined. No idea why, it works fine everywhere else. So I entered another cards details but now can't use the voucher as its saying it has already been used !Still waiting for a response from customer services.
Tried to give this company a fair try, ordered twice using them but the food is always cold, greasy, wrong or missing. There is zero recourse if you report a restaurant & if you look at restaurant ratings they are fake (compare people’s experiences on here to the reviews on their own app & you will see the difference!). It’s not unusual at all for parts of an order to be completely missing at which point your driver will shrug & you’ll go hungry. Just avoid this company to be honest. Same goes for UberEats & JustEat. Absolute curses of the 21st century, these companies. Fleecing both the restaurants & the customers.
Having used Deliveroo repeatedly, a diamond customer at one stage, this order should have been no different. However, the driver demanded ID from a customer in their 40's who they'd been delivering tobacco related products to for over 2 years. No ID was available at the time so they refused to deliver tobacco, but they did oddly deliver Rizlas which are also age restricted. Customer service promptly said, of course paraphrasing, tough luck but we're keeping the money. So, no tobacco and no refund. After a bit of back and forth with customer services, no choice but to seek legal recourse and contact the appropriate media outlets too. Deliveroo policy amounts to a licence to steal seemingly.
Nearly 3 weeks now and still no refund for missing order, had 2 emails asking questions and stalling, sent receipt and account details not heard a response for a week now, worst delivery service around, just eat is much better DO NOT USE!!!
Absolutely shocking service. My order was over 2 and a half hours late and arrived cold. The driver could not find my home and never contacted me, just drove around for 45 minutes. I asked for a full refund but Deliveroo said they “calculate refunds as a percentage of the item” and refused to compensate properly. Completely unacceptable.
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.
Customer service are absolutely hilarious.I ordered a mcdonalds and they put the coffee in a bag on its side which leaked all over the burger so Iliterally threw it away. I wrote a message explaining yhe situation and the first hilarious act we'd they sent me an email asking me to confirm my email address. 5 days later they wrote and said the photo I had sent wasn't good enough. Obviously after 5 days I didnt exactly have the rubbish that was delivered to me. I could have supplied this if they asked for a different photo when I first complained but I dont think ms understands such basic customer service. I would have forgot about it if they just apologised but they were actually rude and not very bright so will just do a chargeback out of principle and paste their comedic response over social media. I dont think I have come across such comedic customer service.
I thought I had just been unlucky, but after reading all of these reviews, I realise my experience happens often. I had two bad experiences with Deliveroo. The first was when $400 suddenly went missing from my bank account. I asked Deliveroo to investigate, it took 2 months to return the money and I never received a satisfactory explanation about how they could reach in and take money!!!While they investigated, they locked my account, which was ok when it was a week, but 2 months meant significant inconvenience. Finally, after getting my account reinstated, I ordered some groceries. Like many other people here, the majority of my groceries did not arrive; only two bottles of milk arrived, and the remainder, approximately 50 GBP of groceries, were missing. I immediately re-ordered all items because I needed them and filed an issue. I was told that I had to provide proof that the items had not arrived. How do you even do that? They refused to provide a refund. I closed my account that day. Uber eats have looked after me very well.Deliveroo, provides some of the worst customer experience I have encountered.
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