Glovo: Food Delivery, Takeaway

I was unsure if the app would work with a U.S. phone number, U.S. credit card (for Apple Pay) and using a hotel as my address.. but not only did it work, the entire experience was quick and customer friendly. Everything in the app was automatically translated to English, even product descriptions and minor details, so I did not need to struggle reading or searching for items with my very poor Italiano language skills.. then, on a cold rainy night in Milano, instead of taking a walk and getting wet, or getting a cab to take me to the store and back, like a flash of lightning dude rolled up on a bike with all of my wares, zipped up securely and dry. From order to delivery was 20 minutes. Would highly recommend to people with mobility issues, people unfamiliar with local neighborhoods, and people like me who want some snacks at 11pm on a rainy winter night.

Transaction on the card was marked as suspicious, as my bank informed me about 10mins since I placed the order. While the courier was on his way from the shop, I contacted the support to try and find a solution, while confirming with my bank that your company is not a fraudulent company (joke is on me now I guess). While I was on the chat, your support agent was screaming on the phone to the courier who arrived in the meantime at my parent’s house. Yup, screaming at the courier. Then screaming at my parent “WHO ORDERED THIS FOR YOU”. I am still online with the support, I guess they are not communicating in real time with each other, trying to change the type of payment, I am still hoping that there is a chance for my parents to get their groceries, groceries I am trying to pay for and stop all of the nonsence. But, no luck for us. Order cancelled. Courier got no money. We got the screaming. We got highly unprofessional behavior for what? For something that was not our fault. We tried to fix something that had nothing to do with us, and yet your company ended up charging my account (another suspicious activity) for the cancelled order. 🤯 After all of that, another agent had the audacity to say that the order was canceled because my parents did not know the details of the order (?!). So we got the screaming, the lying, and the charge for the cancellation made by you without offering another way of payment. Excelent customer service and general common sense! (Glovo Serbia)

First of all, app shows estimated delivery time and if there's a delay the time only changes without notice of delay. Estimated time of delivery is frequently unrealistically short and not possible hence the delay is frequent. There's no option to see location of restaurants, and therefore there's no way of telling if the estimated delivery time is even possible or you will have to wait until your food finally arrive cold. There is no option of leaving reviews and comments for restaurants, only thumbs up (like) or dislikes, and therefore the restaurants also don't have any feedback about customers reviews. The only option is to file complaint to Glovo customers service, which we all know is not so good,and they will maybe relay to restaurants. Frequently happens that you can see restaurants, search and pick your food only to get message that order is not accepted from restaurant because they're closed. If they're closed remove them from selection in app please. To summarize, lots and lots of places to improve. Realistically i use it because there's no other choice since they bought and crushed local "Donesi" service that didn't hadhave any of the above mentioned issues, when they were late you even got an apology message, small thing but makes you feel they actually care for the customers, unlike Glovo.