As the old saying goes, if someone rips you off once, it's their fault. If they do it twice, it's your fault.
I have used Deliveroo now and again over the years with very little issue BUT today I used them for a few bits from Asda.
Some items charged for were missing, so contacted them to basically be told 'Sorry, but we aren't going to refund you'!!
When pressed to explain why, they ended the chat. I found a number, only to be told to use live chat, despite me telling her they were useless & were only coming out with copy/paste responses that told me nothing before they ended the chat.
I'm shocked at how they think they can get away with treating customers who complain about being charged for fresh air.
I contacted my bank for a chargeback for the missing items and won't ever use them again.
What they hope to gain by doing this is beyond me as, even if they manage to screw the customer over on one order, surely the loss of future income negates this and more.
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