Review Time
First time I have ever bothered to review something as 1-star on Trustpilot.
Deliveroo "customer service" would be worthy of zero stars if I could give it that.
Their agents cannot handle basic queries about issues with the functional service issues. Then when you escalate something to a formal complaint, it gets ignored. Agents just send the same messages back and forth with identical wording - to the point where it can only be either AI posing as agents (with people's names assigned) or the agents are limited to sending a handful of pre-defined templated messages. They send platitudes such as "I'm really sorry we couldn't resolve your problem at this particular time". If it is actual people, none of them are empowered to do anything to help fix issues for disgruntled customers - other than waste the time of those customers, of course.
Needless to say I won't be using Deliveroo again. Better to give my money direct to the honest businesses who make the food rather than the inadequate platform failing to deliver the right level of service to a paying customer.
What has happened to deliveroo? They used to be good but now every delivery is late and turns up cold. I had a voucher to use from the last complaint about cols delivery, said delivery would take 15 minutes but it took almost an hour with the rider taking 20 minutes to get to the restaurant from when he accepted the job. This is the last time I use them. I would give them 0 stars if I could
1-Star Review – Very Poor Delivery Service
My mum ordered food from this kebab place, and the delivery experience was absolutely unacceptable.
The driver did not ring the doorbell, buzz the intercom, knock on the door, or attempt to contact us in any way. Instead, he left the food on the floor outside the front door, took a photo, and marked it as delivered.
Because we were never notified that the food had arrived, by the time I opened the door, the order was already gone — one of our neighbours had taken it. This situation could have been completely avoided if the driver had simply followed basic delivery procedures.
As a delivery driver, you are meant to hand the order to the customer or at least make sure they know you are there. Leaving food outside without any notice is unhygienic, careless, and extremely poor customer service.
This delivery service seriously needs to review and retrain their drivers, because this experience was shocking and unacceptable.
Ordered food from a restaurant named "Slapz" in Birmingham . I haven't even gotten my food and it said 2.25am and it's 40 mins late. They aren't answering my calls. Terrible service I'm disgusted. Order from here at your own risk
I had a very disappointing experience. The driver delivered the wrong order, and even though they always request the code beforehand, I mistakenly thought it was mine since I hadn't faced issues before. This left me to resolve the problem myself. To make matters worse, I'm now waiting for a refund and can't place a new order. It's utterly frustrating; I ordered after 2 PM, and now it's 6:30 PM. I will be closing my account and switching to another platform. The driver should verify both the order and the delivery, as both the service and the driver share the blame. I won't be ordering here again. I'm extremely upset and there has been no compensation for the inconvenience caused. Drivers should not ask for the code until items are checked.
I was charged in full for an order, yet half of the items were never delivered. The restaurant confirmed that the driver left with part of the order, and the remaining items did not arrive. Despite the evident non-delivery, the support team continually denied a refund, offered inconsistent information from various representatives, and failed to provide written confirmation of their final decision. This represents a failure to deliver the service I paid for. I now have to seek recovery through my bank. Based on this experience, I cannot recommend this service.
Deteriorating service experience...
Last night we ordered pizzas from a local establishment. Everything seemed fine initially with the usual notifications. We received an update that the driver was just 2 minutes away, only to end up waiting an additional 10 minutes as he struggled to locate our apartment building (which is clearly marked and has a concierge available for assistance). I attempted to reach out through the app, but he completely ignored my messages and calls. If you're lost, wouldn't it make sense to ask for directions? I later saw him wandering around various blocks with our order in an open thermal bag, tilted on its side. Given that we ordered 2 pizzas, you can imagine how they arrived! We received 2 cold, badly damaged pizzas with the excuse that our apartment was hard to find. We reported this to the service with photos and received a refund for one pizza. Lesson learned: perhaps we should have just gone to the store to buy ingredients for homemade pizza.
This is the most disappointing delivery service I've encountered, and I will advise all my friends to use different food delivery apps. I have ordered food multiple times through this platform, and 90% of the time they miss the delivery window, with the food arriving cold. Additionally, the support team is unhelpful; it's nearly impossible to cancel an order or get a refund if the food is cold after two hours. Overall, this service is the worst I've ever dealt with.
I usually enjoy the food from the company I order from regularly, but my recent delivery was a disaster. When the food arrived, it was on the ground outside my door in just a paper bag. The seal was broken and the food was exposed. I tried to address this with the delivery person, but he was rude and dismissive. He left without offering any explanation, claiming the food was still warm, even though it felt freezing cold. The other bag looked damaged, and my expensive order ended up on the floor. I should have taken a photo and closed the door. After bringing the food inside, I found it was cold and messy. I contacted the delivery service with evidence, but they shrugged off my concerns. They refunded a small amount, but my family refused to eat most of the food due to its condition. It was a frustrating experience, and I believe this service reflects poorly on the restaurants they work with.
I have now been waiting over 72 hours for the 'Global Escalations' team to resolve a straightforward issue: an agent misled me to accept a cold delivery, assuring me of a refund that they are now refusing. I have the proof from our conversation. As a regular user with sensitive circumstances on my account, I feel targeted by scripted, dismissive replies and misleading calculations. They offer minimal compensation for significant issues. I have escalated this matter to the highest level and am preparing to file a claim in Small Claims Court. The service is quick to take your money but employs various tactics, including silencing calls and disconnecting, to avoid addressing their errors. I strongly advise against using them. The last conversation transcript I requested was never sent to me.
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