Glovo: Доставка їжі та аптек‪и‬ 12+

1. What is “like” or “dislike” for an order? There is much more things that can go great or wrong, and there is no even “Other” option to tell what happened.
2. The structure of menu is everywhere different, I mean the menu hierarchy is not required. That’s nearly impossible to spend so much time searching for some type of a meal if you I don’t know exact meal name.
3. I can’t pay some tip if missed it during ordering or if something went great so much, that I’d like to ofer more to courier. And The tip is somehow granted for courier even if the meal was spilled all over the package etc. Please move managing tips after the delivery or add a possibility to add some more after delivery. I don’t know why but same service on different delivery app reads a comment, but in Glovo doesn’t. I can’t see how it is displayed on their side, but this definitely needs some UX enhancement.
4. Please remove in-app vibrations. I can’t turn it off. It’s confusing and annoying every time the app is used.

Apparently, the Glovo in Kyiv, Ukraine, has some issues to fix. Having ordered a salad, I waited for 40 minutes for a courier to be assigned to take care of my order (not entirely sure how this works inside the company, obviously more clarity is needed). I messaged the support asking them to cancel the order as I didn’t have time to wait for much longer. Suddenly, a courier was assigned to my order, and the support replied that they couldn’t cancel it without my paying the full price at this stage, as it was already being prepared. The courier contacted me and told me that it would take another 20-30 minutes as he was just on his way to the restaurant. I ended up cancelling anyway as I had to leave the house, and now I owe money (the full price of the order that I never received) to Glovo. Absolutely ridiculous.

There should be a better tracker of the order status and time limits on the waiting. Otherwise, cancellation should be free anytime.
Needless to say, the support services should improve. I contacted them to cancel my order - not to have a courier assigned to pick it up.
Cancellation policies should vary depending on the stage when an order is being cancelled...for insistance, free cancellation, cancellation fee, full price.

The worst thing is that I don’t know who is to blame - the app, the restaurant or the courier. The estimated time for the delivery was 45 minutes. But I’ve been seeing the preparing status for more than an hour. The courier didn’t replay, the status was stuck and the support was quite unhelpful. Only when I said that I just want my money back, suddenly the courier changed and I got my order in about 10 minutes. In total I received my order in 2 hours from a restaurant that is 10 minutes away, with poor traffic on the streets.

Would be nice if the delay could be notified to users in some way. It’s a really bad experience to not understand what is going on. And would be nice if the support guys are somehow more helpful instead of “The courier changed” and you this change in 10 minutes after pressing harder on the support.