Deliveroo: Food Delivery App Reviews

The concept is great the product is ****. They delete your account and all it’s settings out of nowhere which has happened twice to me now. What really makes them useless is their inability to actually fill your orders. I waste at least 2 hours a week on waiting for orders that never actually get accepted or delivered. If you are a good delivery app, customers shouldn’t spend a couple hours a week not getting food they ordered and then telling them that their time, level of hunger, and overwhelming inconvenience that they keep on causing is worth a $5 voucher (which they give about 5% of the time this happens). Minimum wage is more than $5 but yet several hours of my time because your app is **** is worth $5? Too much competition out there, user beware. 50/50 whether the food you ordered will actually show up, and after it doesn’t show up they assure you they aren’t going to charge you for food they can’t deliver 🤣. Joke of an app and business, who should fire the entire customer support team robots as well. I do not think they actually hire many people for customer support but rely on AI to keep on giving you the same pre-canned messages over and over again. It’s literally the most infuriating thing someone can deal with when they are having a problem with their order. Seriously do not waste your time with them.

Delieveroo during the pandemic has been a fantastic resource for getting delicious food whilst stuck at home. However their customer support is absolutely HORRENDOUS.

The handful of times an order says it’s been delivered and the driver tracker showed they obviously went somewhere else and just drove off, the driver spilled or crushed our meals. There strategy of their customer “support” seems to be to CONSISTENTLY blame the customer and actively refuse to give us refunds effectively stealing funds for undelivered services.

The last straw for me today was having a deliverer ring us on the phone and aggressively DEMAND that we walk 5 minutes one way to meet him. we gave him detailed directions even listed then in our delivery notes but when we politely refused to walk that far and offered directions again, he hung up, then lied and said the delivery was made (we were literally standing outside in the cold for 3 minutes waiting for him as the text said he was “near by”. We immediately contacted a customer service rep who refused to issue a refund because the “order was delivered” and suggested we “change the address” even though we’ve not had issues with folks finding the address before. Ridiculous and thieving. We’ve decided we’re going to place orders directly with restaurants now. Screw you this app.

I have tried all the delivery apps in the UK and the US, this is by far the bottom of the list in terms of service and ability to actually get your food. This happened few times so I’ll share one example - my food was running an hour late vs Deliveroo estimate. this app just kept moving the estimated delivery by 5mins. So I kept waiting. 1) The customer representative told me that they reached out to the restaurant and it will be with me shortly. 2) half hour later I got the same response from a different customer service representative, which makes me think it’s not a real human but some computer response. 3) called the restaurant and turns out it wasn’t open at all, so somehow this app let me order from a place that was closed. 4) I related this fact to the next customer service representative (now 2 hours after my original delivery) and she said that they can’t refund me but they will investigate. After 30 to 45 minutes more of reasoning that the opening hours indicate it’s closed and nobody answers their phone, they eventually refunded me. So my dinner turned into 3hour project of micro management . Unfortunately most restaurants by then were closed as it was dinner time.

I am not a needy person. However, when my food gets taken by the delivery driver on two occasions, I get very upset. The driver literally says he drops it off, takes a picture of it, and then takes it. I have video footage of this on two occasions. When I reach out to this app, they offer another delivery of the order in an hour. This is kind, however, you still have to pay the delivery fee and tip that you gave to the original driver. They need to fire these people and get honest man to work for them. Not only honest men, but better customer crisis prevention services. If I am unhappy, offer me the delivery fee for free or a coupon as well as the food I ordered. The problem with big companies is that they forget about their customers. I work in the hospitality industry specifically owning a grocery delivery business on a small island in North Carolina. We actually care about our customers when something goes wrong by offering them free delivery and a bottle of wine. Maybe this is the problem with the corporate life. No one will actually read this and this message will do nothing. If anything someone will respond by saying “so sorry you are upset, please fill out this SURVEY that we sent”. Surveys do nothing to fix the problem in the short term.

I am a loyal this app customer. We use it often. The past few times, something is ALWAYS wrong with our order. We pay for a service, and expect it to be perfect. There’s a missing item from the (restaurant fault) , or even sometimes it’s not even OUR order (being the driver’s fault). We once received gelato (that we did not order) from a place we didn’t order from. And I assume someone else got our order (which was a full course meal). If we pay for a service, make sure the order is correct (in the restaurant). And also make sure (the driver knows what orders are for what customer. I just experienced now, a missing item from an order. And I had to re-order (with a credit) and wait 40 minutes for a simple nugget order to come. The rest of my food that arrived correctly is now cold. And I am upset. Please (restaurants and drivers) ALWAYS double check the orders. Thank you.

When you place the order first thing they charge you which is “normal”. But, sometimes the restaurant or the café you ordered from refuse the the order for any reason “Examples” 1- they closed already, 2- they busy at the time you placed your order, or what ever reason. So, in that case your money should be refunded to your APP Balance or your Credit Card which is normal?. But they didn’t, and you have to talk to them? You can’t reach them, no phone numbers no customer care, no support at all. They force you to send an email explain to them what is happened and then they will tell you it will be refunded in about 14 “Working Days” which is 21 Day’s!! I my self been a month and didn’t receive My money at all. I tried to reach them via email many time explaining my issues over and over again but noting changed. I hope no one get robbed by this Trash company and STAY AWAY STAY SAFE!!! Please I’m afraid these kind of companies just steal hard working people money by different names and logos. For the record I will file a complaint to my local police station and will go to court to get my money back from those Thief's!

No way to communicate properly with customer service and when you chat with them they just stop replying when they are wrong like late delivery etc..
Food gets way delayed and you do not get refunded for money you paid on food that came late and cold.

Today after repeated mistakes from their side i deleted my account.
I ordered, order got accepted , they charged me AED 155 , after 90 minutes i realized that order is way late. I checked Deliveroo to find that order was cancelled with no email or sms notification. I chatted with the customer service to find out that my money will be refunded after few days. No apologies nothing!

It is a delivering application, so their purpose and their job is to deliver something on time, as they promised and that if they don’t deliver it on time, they said, they will give you back your money/the order is for free, but how is such thing possible if they will just « update » the delivery time. It is obvious that they don’t want to provide the refund if they delay the order; meaning, they don’t want to stick to their promise. It is ridiculous because my order will keep getting delayed and I will continue to get hungry and when I get busy and cannot grab my order, the delivery person will arrive which is lots of fun 🤕. As a delivery application, they should provide the service they promised.
On the positive note, they have a wide range of places that they deliver from and they can deliver to far places, so that’s good.

I initially had some success ordering using a PayPal payment option, but have had repeated failures attempting to pay for an order using a credit card. This wouldn’t have been so bad but now my PayPal option has disappeared from my available choices, and the menu for adding a new payment option seemingly no longer offers it.

In an attempt to workaround this I tried using the web app, where my email address is apparently not connected to the account I made using Deliveroo. The mobile app doesn’t let you connect a facebook or google account retroactively, so now I have an orphaned and unusable this app Plus mobile account.

Please sort out the payment options shuffling, and the onboarding process should allow for a mobile account based on a credit card to be linked to an account made on the web app.

1. Each time I open Deliveroo , it asks for me to confirm my address. This is extremely annoying.

2. I’m unable to text or message the driver, I can only make a phone call. The whole point of using an app is to not call people (and consume minutes). Why can’t we message via Deliveroo ?

3. Even with the address entered, and also additional notes on how to find my flat in central London, the driver still couldn’t find it. Thus ending up with more phone calls.

4. The driver entered into Deliveroo that they “have arrived” and also called me to say they’re waiting for me downstairs. But of course they’re not there. I went down anyway just in case, and no, they were in some other location.

5. Before claiming to have arrived, Drivers should buzz/ring the flat. It’s not fun to wait for them on the street, while they figure out how to navigate London. If the delivery were free, maybe that could be a trade off.

6. The food never arrived (was it left on the street? Was it given to some random person?) who knows...but the driver entered into Deliveroo that the delivery had been delivered. (If drivers would deliver it to the apartment doorstep, at least the correct person would be receiving the delivery.)

7. Now I’m dealing with customer service.. another 30 minutes of my life wasted..and no food to show for it.

It would have been easier for me to just pick this up myself.

I ordered food from Brunch Republic for my family. I accidentally put in the address order of Brunch Republic for delivery. On the notes I put Four Point Hotel and the hotel room number (which is less than 2 miles away). The caller called me twice, and I told him my husband was downstairs. I said we are at Four Point Hotel. He was near the hotel. He never showed up. I contacted the company, and they said I put in the wrong address. I explained to them that the address I accidentally put in is the same address of where he put in my food but on the notes, it shows Four Point Hotel. The restaurant confirmed the driver picked the food up but did not drop the food back off (where the location address is). We have no food. The restaurant made the food. This delivery app took my food, and I asked for them to contact the driver for my food and they refused. The phone that he called me from was no longer reachable after a few minutes.

My order was not delivered due to the drivers not being able to reach my address. this app offered me a credit for the order. However I cannot use this credit for any order and Deliveroo is not allowing me to switch payment methods to my credit card. Hence I am stuck in a limbo unable to order anything.
I wrote to customer service about this. They responded to my email after two days and promised to fix the issue in 2 days. It’s been a full week and no resolution so far. In addition I would like to point how difficult it is to find any customer support from within Deliveroo interface. It has been hidden away under the ‘About’ sub menu of the ‘My Account’ screen. This is a deliberate cumbersome design to prevent people from contacting customer support.
Overall, this app seems to not care for its community of users. I am a this app Plus member and I deserve benefits and speedy customer service none of which are offered satisfactorily.

It’s a lifesaver, no doubt. I’m stuck in the house mostly, without easy access to groceries or dining out so it’s a huge help. Deliveroo is so easy to use, and really intuitive and engaging. My only complaint is that there doesn’t seem to be a system to check that the order is complete when picked up. I couldn’t say who’s supposed to be responsible for that, but it is frustrating that about a quarter of my orders thus far are missing at least one item for which I was charged. Refunds through this app were given right away, though (except for one, maybe they didn’t believe me?). Bottom line, I will continue to use them because I rely on their service, but account for a bit of a loss.

When ordering breakfast, keep running into the same problem. After picking what we wanted and then then trying to finalize, for a message saying “restaurant has now closed”. Called restaurants who said they were still open, accepting orders and to please keep trying. Problem kept repeating and there is no way to get help other than sending an email (received an automated response).

It is a great service when it works but repeated errors/frustration like this with no way of getting any help makes me eager to find a more reliable alternative.

We are traveling abroad and tried to use Deliveroo to order dinner one evening. We placed the order and within 4 minutes it was “delivered,” clearly is was not. We contacted customer service and 30 minutes later they resubmitted it. Over an hour later, nothing. We contacted customer service again and they tried to say it is picked up and on its way. While on the phone we get an email that it was cancelled by the restaurant, because they are closing. The customer service rep tried saying it was closing early. Lie. Our assumption was the restaurant was actually closed and their system didn’t know that. Deliveroo should prevent orders from places that are clearly closed and the customer service reps should be able to tell that. It showed many riders were on their way to pick up and then, nothing. They should be able to report this issue. Just terrible. After 2 hours we got nothing.

I have only used Deliveroo once and will never use it again to order food. I do not believe in tipping before delivery, as sometimes the service is awful and I cannot go back and reflect that. With Deliveroo, you can only tip after delivery from a push notification. If you do not receive it or accidentally dismiss it, your driver will not receive a tip at all. When I reached out to customer support, they sent me a copy/paste message saying that, and were unable to resend the notification or open the meal in order to tip the driver. I would not blame the driver or the customer support, but I do blame Deliveroo creators for not having a way to fix this. Every other delivery service I have used has had a way to tip after, non-reliant on a one-time notification, and they’ve had this service for years.

We had a problem lately with the this app. After one year of not changing anything in info about where to deliver and a phone number, Suddenly there is an issue with some drivers that can’t find us. They dont call, they just leave a message on this app wich is nowhere to find when I open Deliveroo . No notification about the message, no message inbox, so how are we supposed to reply when we cant see it?!! This is becoming very annoying. The ppl in a call center told me i have the wrong number, but my number is the same and I haven’t changed it. I can see in my details my number. Then the driver lied about leaving the food in the reception of the building. It is really bad lately and unfortunately I ll have to delete Deliveroo and start using other delivery apps. Luckily there is a lot of them in Dubai :)

this app has made every delivery a headache. The level of incompetency required to make the mistakes they make is unimaginable. They consistently deliver to the wrong place even when the instructions we give them are clear and direct, my experience using Deliveroo has been repulsive.

The last straw was one of the drivers delivering the food in a completely different area and the order was completely wrong, they didn’t even apologise. I beg of you to use another app, this one is expensive and not worth the effort or money. They make no effort to correct their mistakes and are beyond lazy. If I could take back every fils i spent on through Deliveroo I would- simply starving would give me more peace of mind. I refuse to believe that using Deliveroo can result in a good experience. If I could give it 0 stars I would.

this app is the worst delivery service ever in Kuwait. Their drivers are rude, delivering the orders without wearing face mask, orders always missing items and even when redilevering the missing items, the redelivery is missing more items as they are doing it intentionally and paying any attention to picked up orders or respect to the waiting customer, a single order took more than 2 hours between delivery and redelivery and never arrived in full and they said can’t do any further redelivery as the restaurant is closed while it’s still open. They are full of mistakes and unacceptable excuses. Never ever use their service unless you want to suffer to get your meal delivered in full if possible which I doubt it. I’m deleting their app from my device and my advice is to avoid it. It is totally BAD BAD BAD experience, really.

Few weeks ago, I ordered a meal via this app. After a long hour we received a phone call saying that our order was lost (????). there was no coordination. I called the restaurant who said that they were doing another order and this app who said they would reimburse. so after 1h20 minutes we agreed that I will have a replacement order (only because the restaurant said they were about to finish the order). the lady on the phone who spoke an approximate english was rude, and very sarcastic. she was keeping saying, wishing tou an excellent night… always insisting on the EXCELLENT… not one single time she apologize or acknowledge that this situation could have been disappointing for me. Pity that the customer service is not training properly the staff of the customer service

haven't had any app problems (crashes, won't load, etc).. yet. Used it twice, and so far, Im hooked ! I lové how it shows you exactly how long it will take to get your food, & tracks it every step of the way. Only thing is- some restaurants that appear within my vicinity, after i select my food and go to order it says "this restaurant is out of range." Why does it even show up if i can't order from them ? -.- it should say on the Restaurant page if they cannot deliver to you, not after you pick out all your food and go to order.

Love Deliveroo, good food with decent range of restaurants and cuisines. The single star rating is because of the constant letdowns when it come to actual ‘delivery’ - meals are often ready and waiting (and waiting, and waiting) at the restaurants for a pickup. Have experienced orders waiting for 2 hours at the restaurant. Imagine the congealed mess that arrives. ‘Help’ button is practically useless, allowing for only limited interactions.

Fix your delivery mechanism; there are many service providers waiting out there to eat your lunch.

If I could give 0 stars I would. Not recommended for international travelers. They allow you to provide additional information so they can find you but the delivery person does not utilize it. I provided the hotel front desk number and they did not call before leaving without completing the delivery. Customer service live chat was not helpful. I asked if another person can pick up and deliver at the beginning of our conversation and the representative said no, but after I complained to have them credit my card he said he can have someone else deliver. I said ok and then he said he already submitted my credit. I don’t understand why he offered that option if it could not be done. Their service needs improvement.

Apart from the very rare hiccups with late orders, the delivery service has been super reliable and app works wonderfully.

Support can be reached via chat after placing an order so if the rare issues come up I am covered. Map tracking is a big plus so that I know when my driver has left and his real-time location. I have used it in multiple countries with great service everywhere.

Reliable and quick, which is how I need my food delivery to be.

I ordered food using Deliveroo and when I need help from customer service they were rude and not helpful. I order a meal that was 20 dollars or 15 pounds, the order was Thai sweet and sour chicken. The problem was that my meal literally had one piece of chicken in it, when it’s sweet and sour chicken! I did the live chat customer service and all they said they can’t do anything because it’s about personal taste! Umm no I think if I’m paying that much I want more then just one small piece of chicken with tons of pineapple and onions. I also sent them a picture of it and after she told me that it was about personal taste the person ended the conversation without me being able to get more information on how it’s my personal taste...

This is my first review I thought Deliveroo with all the hype will have a proper costumer service. I was really disappointed of how I was being treated even though I was already charged for my order. Between their customer call and the shop I just gave up and I won’t personally try to give them a chance a agin. I’m really disappointed

This was an awful experience. I ordered with Deliveroo and was never notified that my food had arrived. They instructed me to speak with the restaurant; however, the restaurant made and sent the food to my location. I was simply never notified by this app. I was honestly trying to give this the benefit of the doubt and I wanted my issues to be resolved, but the team on Deliveroo had no interest in helping me. They only wanted to deflect and put the blame on the restaurant but the restaurant did everything correct. I’m done, deleting Deliveroo , I lost 20 euros and 2 hours of my time and I felt the need to comment so that you don’t waste your time and money. Down with this app!

No customer service options if things go wrong. And 1 out of 5 orders in our last 10 attempts have resulted in errors. Most recently, we ordered Pho where we had no soup. And there was no way to coordinate because restaurant could not act until this app was contacted, and this app had 0 customer service options for contacting them. If I ever had another choice, I would always choose your competitor. Thanks.

Things I like - easy way to order dinner, ability to see status, lots to choose from, menu selection process easy for most restaurants.

Things I don’t like - password reset in checkout flow is confusing, navigation and filters are improving the browse and order process. I like the by cuisine selection, but sometimes am looking for something new where some spontaneity could be introduced. Realise hard to please everyone and efficient is the most likely use case.

I tried this app for the first time today in Limerick today and watched as the delivery timeframe ticked up 5 mins by 5 mins with the status showing “restaurant is preparing your order”. I called the restaurant to check and was told that my food had been sitting ready for 30 mins after the scheduled pickup time with no sign of a driver.

Clicking on “help with order” produced this helpful message: “
Order help is currently unavailable
Sorry, we’re experiencing some issues right now. We’re looking into this, please try again later.”

They have one of the worst customer support ever. They will reply, and give you some reasons, only that you’ll realize they are all lies. They usually will blame the restaurant, while you will notice that it is a result of poor assignment of delivery people. Last time I ordered, they cancelled the order after almost half an hour, claiming the restaurant wasn’t able to complete the order. A couple of minutes later, the restaurant calls us, asking if we cancelled the order. They sent our order on Uber Eats. Order at your own risk, if you’re willing to have your order cancelled. Won’t be using again (used in Spain).

My main complain with them is that they’re not very upfront with you; if you go to any of these restaurants you will notice that their real prices are 5-20% cheaper than what they go for in this app, they then started charging an extra .30 cents for a service change, like the markup already isn’t enough. Other than that, they’re great. What else is there, you pick the food, they bring it.