Contact Gorillas Support

Recently I ordered groceries for the weekend, while the company advertises delivery with quick response. They took over 1 hour with my order, besides that, one item was missing and was substituted by a letter “apologizing” and saying I will be refunded. Surprisingly the item missing was the main course of the meal. Why is the item listed on their app if they do not have any stock?!? Clearly need some upgrades in their managing. Another item I ordered in this same order was bread, and to my surprise they decided to place the bread at the bottom of the bag, so when I received my groceries it was all mashed up. Big thumbs up for having a 1 star service. I would highly recommend using another app instead of Gorillas. Lack of reliability, and very bad managing. Therefore, I grant them 1 star.

I placed and order at night and the deliver was estimated to be around 80 minutes. I immediately contacted the in-app support who told me someone will be with me shortly, which turns out to be never. 2 hours later the my order didn’t show up and the shop was closed. I figured the order will be delivered in the morning. Turns out I was wrong. The app says they open at 7.30 and I waited till 9.00 and contacted the support again, no answer. So I emailed them. A few minutes later I was told the order has been canceled, no apologies. And my money can only be refunded in 7days. I was supposed no one attempted to deliver my order or ask me if I wanted to cancel my order. Hence the 1-star experience.

First time using the app. I put in an order, and was reservedly excited about quick grocery delivery from a smaller company that seems to pay attention to a lot of the little details (local sourcing, good app design, etc). My order arrived quickly, but there was a surprise substitution that I wouldn’t have said yes to (it wasn’t a big deal, but not ideal - you hope people will check with you. They gave me a note, which was nice I guess, but it took the choice out of my hands). Then I realized they hadn’t delivered the two bottles of wine I ordered. Drag. So I hopped on to chat with customer service, told them what the problem was, and mentioned that I didn’t really want the substitution that had been included, either. The guy I chatted with, Paul, was nice about it - he said he’d send someone with the substitution and also offered to credit me for the substitution. I’m glad I clarified that I wanted a refund instead, because I have now spent a full hour managing this grocery delivery (they recently delivered one of the two missing bottles of wine). I could have just gone shopping myself at this point, and there has been no attempt by Gorillas to make all the extra time and involvement and mess-ups worth my while. The guy on chat actually said “the least I can do is get you all the wine you paid for”. …that’s true. TL;DR I was excited to try Gorillas but it turns out they’re an app that does the least they can do, or sometimes less. Two stars.