No food arrived and re-deliver never came
I have been using this app for long time and have used in different countries. Everything was fine until tonight I am so angry. I ordered my dinner around 7, it shows the food will arrived around 8. Since this app had never disappointed me, so I didn’t really checking the order status. Around 8:25, CS called me saying that the driver had delivered my food to the wrong address. They asked if I would like to have refund or wait for a re-order which CS claimed that it will only take 30-45 mins. As I am expecting a dinner from them, so I said I have no choice but wait again. However, after an hour, the food still not came, and I called the CS and waited for 15 mins, that’s the time they admitted that they don’t have enough driver to deliver the food. Come on! My order was not a newly input order, this is a re-order, you should have an arrangement on that, don’t you? Moreover, this was a mistake made by your company, so why should I be suffered from this long wait. I should have finished my dinner if they have delivered the food correctly the first time. I am super disappointed and angry. Next time, if I have to order food again, I will be seriously consider using other delivery app.
Unrealistic time management
I love the choices on Deliveroo but just can’t help feeling disappointed by the unrealistic delivery time they put on their app. I was planning to order lunch on a Sunday and I placed an order slightly past 12 because the app proclaimed that the delivery for that restaurant (indeed ALL restaurants on my list) would be 30 to 35 minutes. Reasonable? Of course, but I had waited all the way to 2:30 for the driver to show up. I had given a $25 tip and of course, they didn’t provide any motivation for the driver to pick up my order on time. So what’s the point of tipping really? Maybe the tipping should go last so the drivers could have more motivation. I was even ordering any fancy food so I don’t think the restaurant needed a lot to prepare the food (congee, that is). So what’s wrong, drivers, what’s wrong? Even at this time of budding shared economy, can we have some professionalism here? The more I think about it, the sadder I become.
Extremely poor customer service
After being notified that my order is on the way and then another said the order is close to my place, the status changed to delivered, but the food never arrived.
A minute later, the order is said to be cancelled and the payment is refunded.
Then customer service said the restaurant refused to make the order. Why would the app say the order is on the way if the restaurant did not take the order in the first place?
It had me waiting for 40 minutes and all it did is to cancel my order when all restaurants is closed!
I had to write this because it is not the first time.
There was another instance where the delivery was late for 2 hours! I wanted to cancel the order but there was no way to do that, no one answering instant chat and no one on the customer hotline picked up the ! I had to order from another app after waiting for 1.5 hours before all other restaurants are closed, and the food from the other app even arrived before Deliveroo. After all that hassle, Deliveroo was only willing to refund the amount of the order, nothing more was done for having me wait for over 2 hours.
This kind of customer service is intolerable.