Deliveroo: Food Delivery App 12+

I placed order around 630pm and the order never came. I called CS at 730pm and they said there is a rider waiting at the restaurant for my order, so I waited for another half an hour. I was so frustrated because my order was still missing and I called the restaurant directly at 8pm. However, they responded that the order was picked up by a rider at 7pm.

I called CS for clarification afterwards and they said they have no idea what was going on. They cancelled my order and refunded to me. My family was waiting 2 hrs for nothing and we had to cook instant noodles for dinner. They company didn’t provide any help at all and kept saying they were sorry about our poor experience. I will never use this app for ordering food again.

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.

I’ve been with Deliveroo for many years and made more than 300 orders. they have now gone down the drain. Today I ordered as usual and without any warning the app said the driver was not able to contact us (a lie) and that they waited for 10mins and so they “disposed” of the food. We were charged for the food but they did not deliver the food at all. They made up all these excuses saying the driver tried to contact us which was 100% not true. We had zero texts, zero calls and no one rang any doorbell. When I reached out to Deliveroo they said the driver did text and they did wait. However they did not leave the food at the door or anywhere. Instead they disposed of the food themselves. Clearly we know what that means. Even though there are many places to leave the food they did not. I do not believe the driver tried to contact us because there was zero contact on our phones and we were watching our phones. It just suddenly updated that the food was not delivered. They have lost a loyal customer and clearly it is a terrible platform if they refuse to refund food the driver decided NOT TO DELIVER!!! Deleting the app and I know Deliveroo will lose a lot of customers by this poor service. How dare they take money from people without delivering!!