Deliveroo: Food & Shopping 12+

I’ve used Deliveroo for the past three years. A LOT. Never had a serious problem with them, and they deal with wrong orders quite often. However, yesterday I order wings and chicken wrap from a restaurant via Deliveroo, ate the wings and had diarrhoea after two hours. I thought maybe I ate something else bad that day. This morning, ate the chicken wrap after properly microwaved, and had diarrhoea again two hours later. This time I can be sure because I didn’t eat anything else the whole day, not even coffee. Asked for their help via Order Help, transferred me to their manager, and all they ask is my permission to pass my information to the restaurant for them to contact me directly. Dude, there’s a REASON I ordered via Deliveroo and paid the extra fees, instead of ordering directly from restaurants! I don’t feel safe to pass my info around to individual restaurants, and I trusted you to help me about it, and that’s your answer? Very well, thank you for making me finally decide to say goodbye to deliveries and start to cook for myself. By losing a loyal customer who spent almost 2/3 of each month’s income on you, I hope your business continue to bloom by sucking more blood and turning back to your customers when they need real help. Oh, did I mention that two years ago my account was stolen and they just asked me to close it and open a new account? Well done, Deliveroo.

It said 20-30 mins delivery time when we ordered our food, this changed to 2.5 hours after confirmation so I called deliveroo and told them we couldn’t wait for that long so would need to cancel if it was going to take that long and they advised the order was being prepared so shouldn’t be that long. We also asked why it was still advertising 20-30 minutes when it was actually a 2.5 hour wait for sandwiches !!! I called 3 different prets until I found the right one because you don’t advertise which store it is on the receipt, wasti my more of my time. I got on the phone to prett who told me that our order was in the fridge waiting to be picked up and had been ready for an hour already. I called deliveroo who were apologetic again but said it was pretts fault, I said prett said it was deliveroo’s job to send a driver, the deliveroo person said they would send a driver, we waited another 50 mins and a notification was sent tjat our driver was on the way to prett. 2 hours 15 later still no food, 7 hungry people, I called again but at this point your customer service agent couldn't do anything for me because the order was out for delivery…… so I had to call back at another time to sort this horrid mess out. This experience was absolutely awful and your customer service is terrible . 3 wasted phone calls, so much wasted time and energy, customer service that lies.

Gave feedback to customer service again a day later and they never came back to me