Terrible service and unfair treatment of loyal customersOn January 6th at 22:08 I placed a food order via the Glovo app in Bulgaria. The courier assigned to my order never contacted me, didn’t answer phone calls, and simply marked the order as delivered. In reality, I never received my food.The customer support experience was absolutely awful. For some unbelievable reason, when an order is marked as delivered but actually not delivered, you cannot contact support via live chat. The only option is to open a “case” and wait up to 48 hours for a response — which is insanely slow considering the order was already paid and not delivered due to Glovo’s fault.After opening such a case, I also filed a complaint specifically about the courier — and magically, the live chat with an operator became available. That operator told me the courier had been involved in an accident and assured me that I would receive an immediate refund to my bonus balance. Of course, no refund was ever made.The next day I contacted support again. A different operator told me that now they cannot issue any refund and that I must wait for the response to the case I had already opened. When I asked why the previous operator gave completely different information and promised a refund that never happened, the new operator had no explanation and said they were “not aware” of that.After two days, I finally received a response to my case — stating that no refund would be issued, with no reason provided at all.Let’s summarize:I paid for an orderThe order was never deliveredThe courier marked it as deliveredSupport gave conflicting informationIn the end, I was denied a refund without explanationIs this how Glovo treats loyal customers? I have been using your service almost daily for nearly 3 years, and this is the level of “service” I get — paying for food I never received and being ignored and misled by support.Extremely disappointed. This feels less like customer service and more like scamming your own users.
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