Deliveroo: Food & Shopping

So I’m from the United States, and I was using Deliveroo for groceries. I found the app itself to be extremely inaccessible, often times when I was trying to look for specific items, the app would jump around as I was searching on the screen. Whenever I wanted to delete the search field and put another item in it, often times the search field would kick me out and I’d have to click on it to clear it several times. Just writing this review has been a challenging process, with the search field often kicking me out. I’ve never had so much trouble writing a review on a page before. When the drivers were trying to reach out to me, I was wanting them to text me because obviously I can’t call from the US, and I wasn’t even able to have access to texting them back, only calling. They did try to text me, but there was no way to text them. There was some refunded items in my order one of them, and when I was trying to look at the refunded items in the receipt, it wouldn’t allow me to do that either. I logged in several times, and it said something had gone wrong each time. Overall, I would not ever use this app again for delivery. The amount of money that I paid with all three of my orders, and the service I received is appalling, absurd to be honest. The developers need to do a better job of making this app accessible for all disabilities, and definitely more accessible for people that are not from the UK, for visiting purposes.

On April 1st, 2024, I ordered from Sushi Tei via Deliveroo, scheduled between 7:00 PM and 7:30 PM. Despite the app indicating that the driver was near at 7:30 PM, the order was erroneously marked as "delivered" at 7:40 PM, with neither the food nor the driver appearing. I immediately contacted Deliveroo’s customer support where the agent, Jose, claimed the driver attempted contact and left the food in the lobby, both of which were untrue. No evidence of these attempts was presented despite my requests. After spending over 20 minutes waiting in the lobby and receiving no satisfactory resolution, the options given were a refund or a re-delivery after an additional 90 minutes, both of which I found unacceptable. Following this frustrating experience, I reached out again to customer service to express my concerns. Sadly, it took two weeks for a response, only to be told that compensation would be limited to just the initial amount of the order. This lack of adequate resolution and the slow response time only added to my disappointment. This entire ordeal has significantly diminished my trust in Deliveroo’s service and reliability, especially when working late. The apparent dishonesty of the driver, coupled with the lackluster response from customer support, reflects poorly on Deliveroo’s commitment to customer satisfaction. I am now hesitant to use their service in the future, given the risk of experiencing similar issues again.

When you place the order first thing they charge you which is “normal”. But, sometimes the restaurant or the café you ordered from refuse the the order for any reason “Examples” 1- they closed already, 2- they busy at the time you placed your order, or what ever reason. So, in that case your money should be refunded to your APP Balance or your Credit Card which is normal?. But they didn’t, and you have to talk to them? You can’t reach them, no phone numbers no customer care, no support at all. They force you to send an email explain to them what is happened and then they will tell you it will be refunded in about 14 “Working Days” which is 21 Day’s!! I my self been a month and didn’t receive My money at all. I tried to reach them via email many time explaining my issues over and over again but noting changed. I hope no one get robbed by this Trash company and STAY AWAY STAY SAFE!!! Please I’m afraid these kind of companies just steal hard working people money by different names and logos. For the record I will file a complaint to my local police station and will go to court to get my money back from those Thief's!