Expensive
–
Hackan69 –
2021-06-17
Version 3.91.0
Service and delivery fees makes it expensive
Updating
±0
-1
iPhone Screenshots
iPad Screenshots
Description
Whether you’re in the mood for an Indian feast, the family are craving a Chinese takeaway, or you’re keen for a late night kebab, Deliveroo will get the best food from top restaurants delivered to your door in no time.
Everything is on the menu. From nationally loved chains, such as KFC and Subway, to local favourites, we’ve got them all just waiting to be delivered to you hot and ready to eat. If you’ve run out of milk or eggs, you can also order that from one of our grocery partners.
You can search in your area by:
Your favourite cuisine, dish or restaurant brand
Dietary needs, fastest delivery time, top rated and more
Whether you need your food now or schedule it for later
Skip the queue with our ‘pick it up’ option
The ‘offers’ section gives you access to top discounts
You’ll know exactly where your food is with our tracker where you can:
Track the progress of your food being made in real time
Be alerted when your rider is on the way and is close to you
Share your tracker with a group for larger orders
We are always offering exclusive offers in our offers tab also so make sure to download now!
What's New in Version 3.92.0
Bug fixes and performance improvements.
Seller
Name
ROOFOODS LTD
Information
Developer
Categories
Version
3.92.0
Size
99.7 MB
Game Center
No
VPP Device Licensing
Yes
Rating
Rated 12+ for the following:
Infrequent/Mild Alcohol, Tobacco, or Drug Use or References
Compatibility
iOS 12.0 or later
Devices
iPhone 5s, iPhone 6, iPhone 6 Plus, iPhone 6s, iPhone 6s Plus, iPhone SE, iPhone 7, iPhone 7 Plus, iPhone 8, iPhone 8 Plus, iPhone X, iPhone XR, iPhone XS, iPhone XS Max, iPhone 11, iPhone 11 Pro, iPhone 11 Pro Max, iPhone SE (2nd generation), iPhone 12, iPhone 12 Pro, iPhone 12 Pro Max, iPhone 12 mini, iPad (5th Generation) Wi-Fi, iPad (5th Generation) Wi-Fi + Cellular, iPad (6th generation) Wi-Fi, iPad (6th generation) Wi-Fi + Cellular, iPad Pro, iPad Pro (Cellular), iPad Pro (9.7-inch), iPad Pro (9.7-inch) (Cellular), iPad Pro 12.9-inch (2nd generation), iPad Pro 12.9-inch (2nd generation) Wi-Fi + Cellular, iPad Pro (10.5-inch), iPad Pro (10.5-inch) Wi-Fi + Cellular, iPad Pro (11-inch), iPad Pro (11-inch) Wi-Fi + Cellular, iPad Pro 12.9-inch (3rd generation), iPad Pro 12.9-inch (3rd generation) Wi-Fi + Cellular, iPad Air, iPad Air (Cellular), iPad Air 2, iPad Air 2 (Cellular), iPad Air (3rd generation), iPad Air (3rd generation) Wi-Fi + Cellular, iPad mini Retina, iPad mini Retina (Cellular), iPad mini 3, iPad mini 3 (Cellular), iPad mini 4, iPad mini 4 (Cellular), iPad mini (5th Generation), iPad mini (5th Generation) Wi-Fi + Cellular, iPad (7th generation) Wi-Fi + Cellular, iPad Pro 11-inch (2nd generation), iPad Pro 11-inch (2nd generation) Wi-Fi + Cellular, iPad Pro 12.9-inch (4th generation), iPad Pro 12.9-inch (4th generation) Wi-Fi + Cellular, iPad Air (4th Generation) (Wi-Fi), iPad Air (4th Generation) (Wi-Fi + Cellular), iPad (8th generation) Wi-Fi, iPad (8th generation) Wi-Fi + Cellular, iPad Pro 11-inch (3rd generation), iPad Pro 11-inch (3rd generation) Wi-Fi + Cellular, iPad Pro 12.9-inch (5th Generation), iPad Pro 12.9-inch (5th Generation) Wi-Fi + Cellular, iPod touch (6th Generation), iPod touch (7th generation)
Languages
English, Arabic, Chinese, Dutch, French, German, Italian, Spanish
App Store: Customer Ratings
All Versions
4.7 (1,249,164 Ratings)
App Store: Customer Reviews
Items missing in order (2 times), all the order gets undelivered (1 time)
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kborislav_ohw –
2021-06-17
Version 3.91.0
Items missing in order (2 times), all the order gets undelivered (1 time)
Burger King
–
Caitlinlily99 –
2021-06-17
Version 3.91.0
Food was really good, however the delivery driver was shouting on the phone as he was walking to my door, put the paper bag on a wet floor ( as had been raining) and was already walking away by the time I got to the door without saying a word, whilst continuing to shout down the phone….
Fabulous apps
–
resti ratu –
2021-06-17
Version 3.91.0
I have ordered few times and it shows the delivery service are always comes.
Mixed results
–
Zedman1313 –
2021-06-17
Version 3.91.0
I wouldn’t be without it for food delivery so that gets a 5 star. Groceries and Co-op? If only there was a zero rating. I’ve used it twice for Co-op purchase, both were failures. Once it delivered food in evening before it passed Best before date and already had a tomato that was bad. Second time the purpose was to get some wine, but delivered everything except the wine so had to make trip anyway. Rubbish on both counts and won’t be using foe groceries but happy to do so for food.
No Diet Coke with order can u bring it please
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stefchrch –
2021-06-17
Version 3.91.0
No Diet Coke bottle with order
Luke sims2.0
–
luke aims 2.0 –
2021-06-17
Version 3.91.0
Peng munch init
Always a problem!
–
Wannafreeze –
2021-06-16
Version 3.91.0
There’s always a problem when ordering using this horrible service! They get the order wrong, take forever (2hr+) or do not deliver the food at all. Delete the app and use a competitor, least you will have some food when you order dinner!
App problems
–
Rodrigo94* –
2021-06-16
Version 3.91.0
I always experience issues when ordering Nando’s. Today a few sides where not listed in an option that used to have them. It’s not a restaurant limitation as the sides are available at the Nando’s site for the option I chose and in other food combos. Today the app forgot my home address despite being saved in my profile. Only after reentering it manually I could order. The app could not find my address on maps despite being saved. I later saw two similar addresses lodged in my profile.
Great experience
–
Roberto Shields –
2021-06-16
Version 3.91.0
Great experience
Terrible customer help while you order
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hariskap –
2021-06-16
Version 3.91.0
1 star cause you order something, they delay the delivery, they keep updating the time to a later time and if you go to the help section it tells you that the order is on time even if has updated the time to be 1 hour later from the initial estimation.
Free delivery, NOT!
–
Eagleight –
2021-06-16
Version 3.91.0
I have just signed up to the app and it said free delivery over £15 for 14 days, I finished ordering and got hit with a £2.99 delivery charge ! Where do I complain and to who ?
I am already a customer!
–
Salabos –
2021-06-16
Version 3.91.0
I have been a customer for more than a year and I am bombarded with Deliveroo adverts, it has really turned me against this app, there is no option to close my account, easy to sign up but hard to leave, roach motel model, further complicated by my use of Apple ID to register, really bad not to allow people to close their account without reaching out to you via email. Never using your service again due to your dark patterns.
Update: try closing your account, after almost 11 emails I am still being played around with, I wonder how Apple would take them using their ID service to sign people up and then put them through a lengthy manual process to close an account, terribleness confirmed.
Fanatic
–
mark7973612 –
2021-06-16
Version 3.91.0
I order once on Deliveroo . Bad experience. This time I just pop in . Beautiful place . Nice smoothie. And Great milkshakes. Will come again . Please next time ask driver care full with food .
Johnny Hamilton
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889870 –
2021-06-16
Version 3.91.0
Good
Great App..!!
–
Brekhna –
2021-06-16
Version 3.91.0
It was a great 👍 experience. Love ❤️ it
Price for delivery is too much
–
randgerr –
2021-06-16
Version 3.91.0
Delivero is too much
Great
–
Hamster russian –
2021-06-16
Version 3.91.0
Great fillet
Deivideee
–
deiviiidee –
2021-06-16
Version 3.91.0
Top
Food just awful
–
TatisTatisTatis1234554321 –
2021-06-15
Version 3.91.0
Food has arrived without forks and napkins! We were staying in the hotel and not carrying a cutlery with us! Apparently we have to eat by HAND!!! Salad was in the BAG!!! Are you guys really thinking that people have to eat by hand??! No tissue ( we have to use toilet paper???!) You don’t have a clue what people need!? I am really disappointed and don’t understand how this food and a company who make the food is top rated! Try to avoid this company! By the way food was awful ( very spicy and fatty) .
Great shop
–
Nyguene –
2021-06-15
Version 3.91.0
This was a very pleasurable shop, considering it is of small branch of Waitrose, had everything I needed unlike the larger branch I tried previously, that had very little of my needs, and also stopped delivery at 9 pm, will use again and definitely recommend
Gb news funder
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androobe2 –
2021-06-15
Version 3.91.0
Advertises on GB news - app delete and never using again until they confirm they stop funding hate
DIDNT DELIVER! WOULDNT REFUND
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Kalibore –
2021-06-15
Version 3.91.0
These scam artists pretended to attempt a delivery. Contacted support and they said they attempted it but they didn’t (I’m sat next to front door) then they wouldn’t refund me. Absolute scam!! Disgusting customer support! Will never use again £32 order stolen by a thief driver.
Unable to use any of discounts that are advertised
–
Stop asking gir new nicknames –
2021-06-15
Version 3.91.0
I have tried numerous times to get a discount for this order and was unable to redeem it. They are all genuine and advertised on internet for Deliveroo.
Ad
–
Derbal –
2021-06-15
Version 3.91.0
Amazing service
No drinks and I have paid for them!!!
–
spindlow –
2021-06-15
Version 3.91.0
No drinks and I have paid for them
review
–
limpiu –
2021-06-15
Version 3.91.0
SHIPPING TO EXPENSIVE!!
AVOID AT ALL COSTS - STEAL YOUR MONEY
–
Trizzy7 –
2021-06-15
Version 3.91.0
Ordered food from Mr Chow in Wandsworth who never delivered my food. I rang the restaurant numerous times around the time of delivery and even made sure I looked outside the house but they never came. I complained to Deliveroo who said there’s nothing they could do as Mr Chow claimed they did in fact deliver the food. They had no proof of delivery. Deliveroo are allowing restaurants to get away with not delivering food by not requiring them to provide proof of delivery and then proceeding to do nothing about it. Absolutely ridiculous. Please avoid making the same mistake I did and trusting this app. Use Uber Eats, Just Eat, whoever, just NOT Deliveroo. Not even worthy of the 1 star I had to provide for this review.
No refund
–
Anthonyxstewart –
2021-06-15
Version 3.91.0
I contacted support after not receiving an order that said had already left and is on the way. They said they would send me a refund and would arrive within 72 hours. They lied to me and it’s been over 10 days. Absolute joke
Poor service
–
jess12312378 –
2021-06-14
Version 3.91.0
Very disappointed in the service! After using this for months with several orders with missing items meaning I have to go to the restaurant to collect them while the rest of the food goes cold defeats the point of ordering! This time after missing the phone calls and being unable to call the number back they did not deliver the order and will not refund me…even though I was stood outside and the driver was not at the correct location. Will not be deleting my account and moving to more reliable companies.
1st order, delayed!!
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phillipdan –
2021-06-14
Version 3.91.0
My first order via Deliveroo and already there’s a delivery delay despite ordering hours in advance. Not good when you have to go to work.
Convenient but be careful
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M3tt3m –
2021-06-14
Version 3.91.0
It’s a convenient service but be careful with orders from grocery stores. Might just be where I am but it’s extremely rare for an order not to have at least one missing/wrong/broken item. And when you then request a refund keep an eye out as I’ve had a continuous issue of refunds never showing up and customer service is no help at all, so if you have any problems at all better write the order number down and make sure to check after the 5-10 days if it’s there because they will brush you off otherwise. I definitely won’t be using the app again.
No stars
–
kingothekippax –
2021-06-13
Version 3.91.0
Used three times they got the order wrong every time, from different restaurants. They then refuse to give you your money back and offer you a time limited credit, just read the other reviews. If it’s your fault and you’ve got it wrong give me my money back? You can’t contact the restaurant, eventually when you contact a human on chat at Deliveroo they say they’ll credit you the money just to get rid of you but never do, 3 times now! Never had any issues at all with just eat and if something is wrong you can at least ring the restaurant. Terrible just terrible they are basically thieves and liars. Deleted this app never use these robbers again!!
Apparently you can’t get a refund for items that don’t arrive….
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neverusingdeliverooagain –
2021-06-13
Version 3.90.1
Which apparently isn’t theft so not sure about that as a legal stance to be honest….
Perfect 😊
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Coco valley –
2021-06-13
Version 3.91.0
Perfect thank you
Service fee
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Danskebek –
2021-06-13
Version 3.91.0
Why do I pay a service fee, I pay for the delivery have just completely turned me off.
Tracking is brilliant
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Michael Taggart –
2021-06-13
Version 3.91.0
It’s so good to get realtime updates on when your meal is cooked and the progress of delivery. Makes everything more easy to time!
Paying
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bllody co op –
2021-06-13
Version 3.91.0
Takes too long for the payment to process
People are cheap
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Zenothan –
2021-06-13
Version 3.91.0
If your doing deliveroo round Chester UK beware because, even if restaurants are running smooth that day, the cheap people of the town won’t dare to tip you even if it would stop the world from ending. Really really tight and stingy people.” What actually doesn’t help cause deliveroo is hardly ever busy plus the offer the riders peanuts.
Excellent service
–
JadeHowson –
2021-06-13
Version 3.91.0
Very fast! So convenient. Will use again
Great app
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beatz07 –
2021-06-13
Version 3.91.0
Super app really user friendly
York roast
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worthless comp –
2021-06-12
Version 3.90.1
Waited plus two hours for delivery from York roast and compensated with less that £3. They also ignored request to not include green beans. Is this customer service that Deliveroo expects. Real poor service.
Yes 3 Stars
–
Yes 3 Stars –
2021-06-12
Version 3.91.0
Yes 3 Stars
Fake pictures :/
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kangaro_kween –
2021-06-12
Version 3.91.0
It used to be very clear like Deliveroo was restaurants now it’s not obvious and all the pictures are fake it’s literally fake advertising imo. Now I have to google all of them to look at real pics and reviews :(
SHOCKING SERVICE
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T89wild –
2021-06-12
Version 3.91.0
After placing an order and waiting over 2 hours, the food never turned up. I contacted Deliveroo customer service who could not give me a straight answer, after more messages back and forth than I care to mention, Deliveroo finally told me they will speak to the restaurant but it could take 72 hours for me to get a response. I never got a response. I contacted Deliveroo again and was told the same thing, over a week later still no response. I contacted Deliveroo again and was immediately told they can’t help or offer a refund and I am to contact the restaurant myself. Absolutely terrible attitude from the customer service reps and even worse service.
They do what it says on the can
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real Dani.p –
2021-06-12
Version 3.91.0
Deliveroo are top of the range we all know that. Tbh we can’t really say a bad thing about them or there drivers as they all have done a great job. #Pandemic. So sorry peeps No negative comments here. BUTTTT PLZ hurry up an get Wendy’s as not feeling to stand In them mad queues 😂😂👊🏾
Well we’ll
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Paul Fechete –
2021-06-12
Version 3.91.0
It tells me to order at least 15 for free delivery I order for 16 and at the end is almost 19 … make your stuff more clear
Virgin user
–
Theskyfarmer –
2021-06-12
Version 3.91.0
My first time and didn’t disappoint. Five Guys burger and chips ordered and delivered in just 27 minutes. Hot and very tasty.
Never using again
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Laura2017!! –
2021-06-12
Version 3.91.0
Sat waiting for order to get a message to say it’s been cancelled but speak to anyone!
So bad now
–
123@223 –
2021-06-12
Version 3.90.1
Thanks for nothing , Deliveroo is just getting worse I did the monthlySubscription where only pay £3.49 a month but every time I was doing a order they were trying to charge me again and they owe me money and I hope they pay that’s how great they are now absolutely useless
Horrible feedback system and irresponsible handling of complaints
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墨染长歌 –
2021-05-30
Version 3.89.0
Have been using this app since the first day I came to the UK for studies. Most of time it worked fine, but I’ve noticed that there’s absolutely no way of reaching out to the rider after they decide order finished, even though you didn’t receive your food. This could usually be resolved for using live chat, but took a huge unnecessary amount of time, and is just annoying, especially when you’re starving :)
In addition, it seems like whether your order should be refunded depends completely on how they feel about it. 😂 I’ve submitted an email to the support team asking for a refund for a poorly burger, and all they have to say is “sorry can’t offer you the refund this time” without any further explanations. When I sent them more obvious comparison pictures and asked for a reason for the refusal, they just started playing dead or keep repeating “sorry, we can’t offer you a refund”. Literally the worst handling of complaints I’ve ever seen in my entire life. They also stalled the replies to your complaints usually for at least another two days, and will only send a perfunctory one asking for the information that’s already included in the original message if you are asking for an update :) With this kind of attitude and efficiency, I can only imagine where the company will go in the next few years lol. Will Switch to other delivery apps and never again.
WORST CUSTOMER SUPPORT EVER
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Anomnymous2021 –
2021-05-03
Version 3.85.0
I’ve ordered food through Deliveroo app and they informed that I would have to wait for my food around 30min. As soon I placed the order they changed the waiting time to over 1 hour.
After I waited over 1 hr and 30 min I’ve tried to contact the support team. They advised me that aí could cancel the order but not refund would be made, so I tried to contact the restaurant and they told that they couldn’t do anything to help apart fe me speaking to Deliveroo directly. So I went to live chat to talk to someone and explain the situation, and once again they refused to help me. They told me to check outside my house as the driver left there the food. I told them they I had checked a million times , and even the app was still showing as PREPARING THE FOOD. So I explained to them once again , the driver should’ve contacted me when he’s outside, otherwise how would I know these outside ? Then I asked them to give me more information so Deliveroo live team told me the driver left at reception with the receptionist!! Hold on I live in a house , so what receptionist ? They were clearly lying to my face. And I asked them please or order me a food or get me a refund or credit at least, as I’ve been waiting nearly 3 hours for my food and they said to me “WE XANT HELP YOU SORRY “ I’ve been using them since day one, and this is what I get.
I’ve order through my wife’s app ( Gabriella Resende order #1419.
So do not recommend this company to anyone ever again!!!!
Quality of riders
–
Stoutita –
2021-04-27
Version 3.84.0
In the last 3 orders, the rider is getting lost in the building, EVEN THOUGH I’ve written clear instructions in case they decide not to read the flat number on the walls.
Riders are spending 10minutes roaming around in the building without picking up the phone and/ or just ignoring instructions. 10minutes at least spent trying to explain repeatedly what they need to do and it goes nowhere. There should be a minimal literacy or training for the riders. It’s not acceptable that in London, the riders don’t even speak English! How is that ok?! One guy was exceptionally rude when he reached the building, refused to go up to my floor (6th with a lift) and kept complaining. Had I wanted to pick up my food from reception, I would’ve gotten a takeaway and not pay £5 as a delivery fee. AND the food was just cold - granted I got credit back, but after waiting for 1h to get the food, I had to eat it cold. Not great experience if you ask me.
Deliveroo you really need to invest in training your riders, until you do, I’m switching to Uber eats.
Great app, shame about the service.
–
EssGee_x –
2021-01-16
Version 3.75.0
Ordered two Burger King meals via this easy to use app yesterday around 7pm. Expected a bit of a wait as it was a Friday night during lockdown. Had an update about an hour or so later to say they were waiting for a rider to arrive to collect our order, then heard nothing more until a brief update another hour later to say they were very busy but the rider was there and our order would be with us ASAP. Then at 9.50pm I received a text to say that our order had been cancelled but with no reason given. Contacted customer services who could not have been less helpful if they’d tried and simply said it was cancelled because the restaurant was closing and there was nothing they could do about it. So after almost a 3 hour wait we were left with no dinner and a pathetic excuse of an apology from Deliveroo. Needless to say, I won’t be ordering from them again as the customer service is a complete joke. I honestly don’t think they care purely because they know that other customers will still use them in the current climate - which is a poor way to run a business.
Delivery fee being changed in between Basket and Checkout point
–
vanya105 –
2021-01-16
Version 3.75.0
I am using Deliveroo for quite some time now. However, one thing keeps repeating and it starts to be very annoying. Once I am on the Basket page one delivery fee is shown, however, as soon as I proceed to the checkout page, my total amount increases. At the checkout page, you are not able to see invoice details. You are only able to see them again once the order has been placed. At that point I realized that delivery fee has been increased and charged without any previous notice. I understand that fees depend on the location, number or drivers available at the moment etc. but I would expect to pay the fee that was shown to me the moment before placing the order. This has happened a couple of times now, and usually I was ignoring it. Yesterday I asked their support team why is this happening, and they were not able to provide me with explanation for my specific case. They even didn’t apologize for it. I am very disappointed in how this fee is shown and I think it is really misleading. At least they could show it as a price range instead of a fixed price if it is due to change. Overall, I won’t be using their services anymore.
DONT BOTHER
–
S0phC4m –
2020-12-17
Version 3.74.1
After ordering food we got a call (from a landline phone in Leeds despite us being in london) from the delivery driver saying that his bike had broken down and that we needed to ring nando’s to get another driver. On ringing nando’s they said that he was wrong and he needed to call deliveroo so we were on the phone to deliveroo when the driver rang us back- ordering us to cancel the order, give him our address and pay him when he got there (despite us already having paid on the app and his bike supposedly being broken?). We asked for the food to be reordered but the deliveroo number could only credit the account and then make us reorder it but when we tried to do so the page wouldn’t load to process the order so we rang the helpline back and spent over 30mins on the phone with a woman who told us we could factory reset the phone as it must be a problem on our end despite the phone working perfectly, login to the account on another phone using a phone number (which is false, the only options are email, facebook, google, or apple) and then said that we had to do it over wifi because “you can’t use data to access the internet”. Eventually the meal had to be paid for again on a different account and the money will apparently be returned to the account in up to 10 working days- it was appalling service, nonfunctional app and incompetent staff.
Poor customer service
–
Well Clayed Sir! –
2020-12-10
Version 3.72.0
Works pretty well when things are going right, but it’s clear the deliveroo team can’t handle problems with orders.
My 2 most recent experiences with deliveroo have both been very poor. Firstly the delivery which was scheduled to take 25 minutes took over 2 hours. On this occasion deliveroo offered £2.50 in the way of compensation. On the second occasion the restaurant got the dish wrong, sending a pork dish for a pescatarian. Although we were informed by the restaurant that deliveroo would send a replacement on reporting this in the app nothing happened. I received an email the following day to say that I could not have a refund for this dish (even though I sent a photo to the app).
I wrote a response to customer service which they promised to respond to within 24 hours. That was 4 days ago. The problem with deliveroo in my experience is that when you order through them you have no guarantee of actually receiving a suitable meal and if anything goes wrong they will not make things right. It’s a shame because it’s seems at first look like a great business. They need to sort out their customer service.
Horrendous customer service
–
NoodleReview –
2020-12-08
Version 3.72.0
Have used Deliveroo a few times, have previously delivered in good time and usually it is alright at best. More recently ordered a Shake Shack that arrived in ten minutes. Ordinarily that may seem great but when we had a box of food covered in exploded sauces that had been paid for at £1.50 EACH and cold chips, I contacted customer services. I sent pictures and explained the burger was delicious but chips cold and stale and sauces clearly damaged and not only inedible, but destroyed the other items in the package- I got a reply FIVE DAYS later saying ‘sorry it arrived in ten minutes we won’t give you any compensation’ I didn’t ask for compensation, I just asked for a refund on the items that didn’t arrive in any condition to be eaten and pointed out that just because the food arrived in ten minutes, doesn’t mean it left the restaurant fresh/hot. Once again, after days of waiting, I was told they couldn’t help me, despite the evidence I sent to them. Deliveroo are now a necessary evil and don’t prioritise quality or customer. I look forward to the day the challenger brand comes in and does this better and does it right. Terrible company, terrible values.
Just use uber eats...
–
Ethan Khamis –
2020-10-30
Version 3.67.0
i’ve ordered using deliveroo about 6 times over the course of 2-3 years, and every single time there has been a mistake, not just a small mistake, i’m talking either my entire order has been cancelled just for it to be uncanceled automatically so i end up with about 12 pizzas for my family or the food takes 3+hours to arrive and tracking is abysmal . how can a service specifically designed for delivery be so incredibly bad at delivering. currently i am waiting for a pizza that i ordered 3 hours ago and have yet to receive my order, the worst part about deliveroo is the fact that despite this 3 hour plus wait time, i am unable to do anything about it at all, contacting them is always completely time-wasting and there are no refunds/discounts for providing the food extremely late. so basically what i’m saying is deliveroo can (and has EVERY SINGLE TIME FOR ME) give you the food at an extremely long time (3+ hours) and yet you are unable to get even a penny off of your meal that you have waited desperately for. if i could give it 0.5/10 i would. the menu is trash and could potentially be confusing to many, and the support is awful, please for the love of god use uber eats instead. it is literally deliveroo if deliveroo was great and reliable.
Warning- Deliveroo Plus has a catch
–
JoseMarino11 –
2020-10-26
Version 3.67.0
Deliveroo has a plus subscription which allows you to order without having to pay delivery fee. This policy comes at a price tho, which I am sure has to be illegal in one way or another. In order to incentivise its customers to constantly be a member of deliveroo plus. Deliveroo has decided that if anyone CANCELS their plus subscription that they are no longer allowed to sign up again. No warning, no nothing. Of course this also comes with an incompetent customer service which does not aim to satisfy or help the customer in case of any issue. Just so you know i had called them 4 days in a row and got an answer from a Jane, a David, an Arlane, and a few others all of which promised a call back from their supervisor or a specialised team, the only email i got was not even relevant to the actual problem. I do not think Deliveroo is a bad app, I do however think the people that make the decisions have completely negleted the customer and are only after complete market dominance which ends in a very large oversubscribed profit gap which overcharges its customers. So im deciding not to use it anymore. Hope you do too :)
Disgusted
–
l.p.98 –
2020-07-28
Version 3.55.0
As a key worker i had to order my food to come for a certain time when i get a chance to eat. I specified that they need to ring the ring doorbell. Whilst i am nursing since 8am in the morning they call my phone. As i was nursing i could not answer. I then went on the app and they stated that they delivered my food so i spoke to maria on the live chat and she stated i cant have my food nor a refund as i didnt give a specific door number. I work in a dental practice, we dont have a door number. I am beyond fuming. I then requested for it to go further as i want my money back. My colleague then called them and first he stated that the driver was waiting for 3mins and then changed it to 10mins after requesting for my food or a refund. As many customers may know they ask you to put an arrow on the location you want them to deliver. That is what i did and they still failed to find my location. I am so upset especially because i have worked all day and not had a minute to sit down or get any food down me and now im not getting my food and they’ve stated that im not getting a refund either. Honestly appalled
Love the restaurants. Hate Deliveroo
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Great, easy service! –
2020-07-24
Version 3.54.0
Over the last month or so, Deliveroo drivers have decided that they don't climb stairs. They have also become very rude. I reached out to Deliveroo, and they said this was not the policy. After I complained twice more, they invited me to leave. I did. I posted it on social media, and they apologised and asked me to explain what happened in a DM. I did, and they never responded. I guess attempts at customer service are just for PR. The good news for them is that they are better than the competition. The bad news is that the restaurants are good, but Deliveroo is terrible. They kill small businesses with their outrageous fees, and treat their customers with disdain. As soon as I can find a better option or the competition arrives, I will leave. Or once Covid abates, I will simply return to restaurants with decent customer service. Using Deliveroo is like being in an abusive relationship. You're trapped until you are able to break free and give them the finger.
AVOID!!
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emarou –
2020-07-15
Version 3.53.0
- Drivers are obviously not paid enough so most of them do not care about their jobs. They are rude, late and not give a sh** about the food they are carrying.
- Drivers arrive at the restaurant smoking, watching tv series, talking on the phone. Many times not even saying hello. This guy the other day came to pickup an order and had a used face covering mask INSIDE his heating bag. This is SO UNHYGIENIC. I asked him to remove the mask before i could put my bags inside his and he throw his mask on the ground. He thought i didn’t see him so before he left i asked him to take it and throw it into a bin. WHAT CAN YOU SAY?? I can’t be teaching hygiene practises or politeness to your drivers!!!
Another one was smoking from one hand and picking up the order with his other hand. Then, he went next to his bike (with my hot food getting cold) and slowly finished his cigarette!!
- Deliveroo is taking loads of money from restaurants and the service provided in return is soooo bad. Takes them ages to reply over email (phone is just for live orders) if they ever do since they are super ignorant.
- if you can use your own drivers to deliver then do that!!!
DIGUSTING COMPANY
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bebe1249 –
2020-05-21
Version 3.45.0
I’m isolating and thought I’d treat myself to Shake Shack from Deliveroo! Big mistake. They had my full address details and I even added a note with my door number. Driver gets here and buzzed up, again I tell him my door number and floor number and let him in. He didn’t arrive at my door! I contacted him on the app and asked if he had got in the building - he immediately ended the chat and I could no longer call him. I call customer service and they simply said it’s been delivered to resident on 8th floor - I implored I was on the first! He said nothing can be done! I asked for a manager and whilst waiting I went up to 8th floor and knocked some doors - My food was sitting cold on someone else’s floor for over 45mins by this point! I told this to the manager, explained how dangerous this is, given we are in a pandemic and I’m isolating and have had to hunt down my food in someone else’s home. The manager told me there is nothing he can do and no replacement or refund will be issued as my issue doesn’t constitute a refund! So I’m £20 down and have exposed my self to danger. Thanks Deliveroo. This is abominable.
Fantastic... with reservations
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Never be without it –
2020-05-05
Version 3.43.0
Just used Deliveroo for the first time to deliver an order from our local co-op. Arrived at the speed of light! Well done Deliveroo and the Co-op! By way of a postscript: although we were charged for our original order there were a few items which were substituted for items of lesser value (which in themselves were ok, even if not what we ordered) and one item which was substituted by something we did not want, and for considerably less value. Having raised this with Deliveroo we received a reasonably quick response, apologising and saying our Deliveroo account had been credited with a sum (in excess of the amount overcharged us) which we could use against any Deliveroo order in the next three months. BUT I don’t want a time limited credit against a future Deliveroo order: I want my money back (which is what you’d get with any other supermarket). So this is the big flaw with using Deliveroo for grocery deliveries where (especially these days) there’s every chance there will be substitutions: you have no direct relationship with the supplier as all the money goes through Deliveroo, as do any complaints. I still think the service is good in terms of speed and convenience but not being able to get my money back is a big sticking point for me and as I do not want to run the risk of ordering through them again and being overcharged if the order is not what we want, sadly, I wont be using them again.
User
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ADAM padam –
2020-02-19
Version 3.34.0
I have used deliveroo once in my life and will never use it again. I was so disappointed in the entire experience. Quite a while ago I ordered something worth around £20. When the food was ready to deliver no one knocked on my door. Instead I received 2 phone calls from them but my phone was on silent so of course I didn’t see. After about 40 mins with no contact I was told that it is my fault I did not answer the phone. I was told they shouldn’t have to knock on the door as it is not in their duty to do so. Clearly walking up to my drive and knocking on the door was too much effort for this person. We were told by customer service that I should have answered my phone and the driver had went to deliver my order I had paid for to the homeless, which seems very unlikely and the more plausible thing would be that he/she had eaten it themselves. It took me 2 whole days of calls and arguments to get the money put back into my account which originally I was told is an impossibility because i should have answered my phone. Even though deliveroo adverts on TV show employees clearly delivering to doors we were told they are in no obligation to do so. Basically it took 2 days to get money back which only happened because I called many many times for hours as I am not letting someone take my money and drive off with my order due to pure laziness.
The WORST Customer Service - Scammed out of £50!!!
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livengx –
2020-02-06
Version 3.32.0
Myself and my boyfriend placed an order for KFC through Deliveroo. As it was for his whole family, the order actually came to £50. After waiting for an hour for our food to arrive, we decided to call the restaurant to see what was going on. They told us the food was ready and that they were simply waiting for a driver to collect the food. We then decided to ring Deliveroo, they told us a driver would be collecting the order in the next 15 minutes and apologised for the wait. Another 30 minutes passed by and we called again, told us a driver would be on his way soon. After almost 3 HOURS of waiting we decided to ring up again and they told us no one was available to collect the food. However, they WERE able to accept my boyfriends money. He asked when he would get this back and he was told 5-10 working days, a long time if you ask me - especially as it only takes 5-10 seconds for them to take it off you. He did not receive his money in this time & so had to ring AGAIN as no one had been in contact. He was told again that his money would be with him in 5-10 working days & yep, you guessed it! Didn’t happen. He rang up again tonight to ask where his £50 was & was told that it was no longer on the system and so they had no trace of it and couldn’t give him the refund! VERY convenient if you’re asking me. Absolutely outraged at this horrific customer service & will certainly be taking this much higher.
Poor service
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TrobleInParis –
2020-02-04
Version 3.31.0
Update*
Deliveroo responded quickly to my complaint and suggestions and made it right straight away. I will certainly give them the benefit because of this exemplary customer service. I do hope they try and update the communications soon, but knowing that they listen is a good indicator that they will try to improve! I have changed my rating and recommend giving them a try.
Deliveroo is not what I expected compared to other delivery apps out there. I wanted to give them a try, but regret doing that. Out of the two times I tried using their service both times the driver/restaurant couldn’t contact me and I had to figure it out if my food arrived or not. Nothing from deliveroo prompted me to check if they arrived and certainly no way to interact with the courier through the app. I guess it’s not meant for everyone and definitely suggest using other apps.
Second bad review
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Paddy Moss –
2020-01-29
Version 3.31.0
Shocking. Not what you expect. Second bad review now:
I hadn’t logged in in a while. Wrong password. Had to change, took me away from app to online. Wouldn’t let me do my usual easy password, wants more and different characters. So I did my medium password. Went back to app, it took my through everything, got to pay and wouldn’t work. Thought it was my card, added another, didn’t work, said payment error, added another, same. Then I just realised for myself as a tech savvy person that it’s confused as I changed my password. The app doesn’t allow you to change password. I realised I had to on delete app and reinstall with new password. Lost my family’s order, list three credit cards registered on app. Had to start again. Over an hour later and everyone is upset because they’re hungry, this is just a nightmare. And I have to pay over £40 for 4 of us to have an evening meal at home.
They could easily make the app more intelligent and user friendly. It could have easily logged itself out and ask for your password to log back in.
It’s really ruined our evening when we were all in such great spirits when we got home. Very sad.
Shocking
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shuggins1 –
2020-01-14
Version 3.29.0
If I could give no stars I would!
First time I ordered I waited three hours to be told when I called the restaurant there was no driver! Second time no food ever arrived. If you are hungry and want some food I would call dominos or anybody else. Avoid at all costs if you actually want food to arrive! Deliveroo should close down their service as they cannot provide what they have committed to provide and am disgusted that they have broadcasted adverts and other promotional concepts all over the place that they can quite clearly not provide. When you call to chase your order you get put though to a call centre in in the Far East who are extremely apologetic but cannot rectify the fact that you are still waiting for your food. You will get a refund and a credit but if you are hungry this is redundant. Don’t waste your time just order from dominos or one of the others where you know you will get your food.
Disgusting customer service
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nadineelaskary –
2019-12-28
Version 3.29.0
I placed an order at 5pm, and within 10 mins told them that I forgot to mention my nut allergy. I called the restaurant and they had already prepared my order, I called deliveroo and they said they could do anything about it.
There was 1 item from my order which had nuts so I went ahead and placed another order through deliveroo for that item, while the second order was being processed a representative from deliveroo called me to tell me that they apologized for not being able to help (the driver was already on the way with my food at this point) and that they would give me a refund for the first order in my account, which I thought was very nice of them.
A short while after the second order arrived and the app showed my initial order as delivered.
When I called deliveroo they informed me that since the first order was refunded they told the driver to keep the food. I explained that I never asked for a refund (this was a gesture from them) and that I wanted the rest of my food. I then got a call back saying the driver ate my food, so they had to place a new order which I had to wait 45 mins for AND THAT THEY WOUKD TAKE THE REFUND MONEY OUT OF MY ACCOUNT FOR THE NEW ORDER. absolutely disgraceful, especially that I order from them daily.
Shame
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FaizyBear –
2019-11-30
Version 3.27.0
I’ve been waiting for Deliveroo to come to my area for a while. I guess I know why they didn’t for so long. Ordered hot (expensive) food twice and both times it arrived stone cold. Drinks forgotten from the order and you get a credit instead of a refund to your card, which has to be used within 3 months. I’m not sure I’m going to use them again, so chances are that’s money wasted. Only use Deliveroo if you are located within a stone’s throw of restaurant you’re ordering from. If not, get that oven or microwave ready and prepare for soggy burger buns over cooked pizza for your expensive meal. 2 stars for trying but better investment into a material that keeps the food at least warm upon it’s arrival. Stone cold is unacceptable and no credits given for that, only a rubbish email thanking for the feedback. Can do a hell of a lot better. Oh, just in case I receive the stock automated response from the Deliveroo bots in reply to this, I am on neither Facebook or Twitter, so please suggest an alternative communication method more conducive to those who choose not to use such mediums.
Awful
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Sotonlad –
2019-11-26
Version 3.27.0
What a useless service. I tried this for the first time recently, it was also the first time trying the restaurant I decided to buy from. It was not only late, but completely cold! The delivery time constantly changed. I complained and they decently credited my account with the cost of the order. I thought I would give them another chance and tried for the second time at the same restaurant as there food was nice, although it was cold. Sadly for the SECOND time in a row it was late, later than the previous order and freezing cold, not even slightly warm! It was apparently picked up at 18:20 I received it at 19:55. Now both times the drivers arrived in cars not by bike. Deliveroo are trying to do to many orders and that’s why mine was really late. This time I complained again and I received an email saying they will get in contact and so far I haven’t heard anything.
I’m not impressed at all, I have deleted the app and I’m writing this so people know what to possibly expect. It would be quicker to get a bus to the restaurant, buy it myself and go home again, it would at least still be warm. I do NOT recommend at all.
Inconsistent
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besides had –
2019-11-16
Version 3.25.0
Usually don’t have many problems but Placed an order with a 2 hour wait. Reached the estimated delivery time on the live update and the time got later and later. Intermittently had about 8-10 different driver names, that they were either on their way or at the restaurant, which would then switch back to “looking for a driver.” Rang Deliveroo after waiting a further 30minutes from the original time and was told that a driver was at the restaurant and that they had said they were waiting for the food to be finished and it would be delivered within 10minutes (I was credited £5 for my next order as a ‘goodwill gesture’). 10minutes later I decided to ring the restaurant who stated they were exceptionally busy (local sports event) and so had not even started to make the food (that it would be over an hour before they did) but also that there was never a deliveroo driver and they had been trying to contact deliveroo to inform me of this delay. Rang deliveroo again to cancel and was told that the restaurant said the food hadn’t been started because they couldn’t find a driver. Very inconsistent stories and live order status, plus was given an unachievable wait time by the first customer service rep for food that hadn’t even been made!
Terrible customer service!!!
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P****d of Customer –
2019-11-15
Version 3.25.0
We ordered a pizza from a restaurant that was less than 1mile away, it went through and was told delivery time of 25mins.
40minutes then goes by and the restaurant call us saying no rider has come to collect the pizza and they don’t know what to do as they can’t get in contact with Deliveroo! We call the customer service number, from here it gets worse- the lady we speak to does not apologise but instead said we live to far away and that the riders are refusing to accept the order- funny that we ordered from the same restaurant a few weeks before with no problems? She then goes on to say il get a rider to assign delivery don’t worry it will be delivered, then to say the rider is not accepting the delivery however we can go and collect the order ourselves if we want to!! To wish we ask to speak to a manager and she puts the phone down!! Absolutely disgusting customer service! We eventually got to speak to a manager and the pizza delivered. I think it’s about time Deliveroo employ people that can do the job and have customer service not idiots!!
Great app but the riders are making me consider deleting it
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MariaKrelifaa –
2019-11-11
Version 3.24.0
I use Deliveroo often and I have even upgraded my account to enjoy unlimited free deliveries, for something like 11 pounds a month, I believe. The food is most of the time alright, although it could do with better time estimations. My main concern is the riders, I live in a building, on the 3rd flour and I order to have the food delivered to my door. Most of the time, the riders just call me and ask me to come down and pick up the delivery from them. If I wanted to walk, I could walk to the restaurants nearby and order directly to have the food faster and cheaper. However, I use Deliveroo, because I have a deformity and walking is uneasy for me. It’s a pain having to explain this to the riders, so I just go down and collect it, while they are usually enjoying a little cigarette by their motorcycles. I also want to mention that there is a lift in my building, so the riders wouldn’t be climbing staircases and wasting their time. When I manage to convince them to come up, they systematically look frustrated at me. It’s become really annoying with the riders and I have decreased my usage significantly, I am considering cancelling my subscription altogether.
PS: I am located in Cambridge, UK.
Awful customer service - DO NOT USE!
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Matchacatlatte –
2019-11-11
Version 3.24.0
Like many on here have mentioned, they’re great until you have a problem with your order which is due to their riders messing up. Then they treat you like dirt. My pizza which was coming from a pizza express a minute away (I was working on a project with tight deadline at home so didn’t have time to wait in the restaurant). Pizza arrived 9 minutes late and cold. Why? Because the rider couldn’t understand the map and wouldn’t listen to instructions on how to get to my place. All he had to do was ride IN A STRAIGHT LINE. Not even exaggerating... I still have no idea how he managed to mess this up.
So after my food was cold and getting attitude off the rider for his mess up, I reported it to Deliveroo who refused to do anything. No refund, compensation or anything. Argued with them over email to no avail. If this was any restaurant they wouldn’t be able to get away with serving you cold food to a customer. Worst of all this is the second time I’ve had this issue in the space of a month.
Now talking to my card company to see what can be done. They don’t value you as a customer, doesn’t matter how much you use them. Will be closing my account and deleting the app ASAP.
Poor customer service
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harryislarry21 –
2019-10-24
Version 3.22.0
I don’t order Deliveroo very often and will probably never again because they have messed up my last 2 orders. When your order isn’t right and you go to contact customer support from the receipt it only sends out an email which you will get an answer back within 48 hours. Hopefully one has died of starvation by then.....
Luckily there is actually a customer support number you can use which is hard to find on the app. After calling and letting them know that 2/3 of my order was missing they offered to give me a credit for the missing items. Don’t worry about fee you pay for delivery or using the “service” that’s still included. Ordering take away isn’t always the cheapest and it becomes more expensive when you decide to, but have to order twice, but the company you have ordered through have messed it up.
Maybe if there was some way to have the driver check off the items with the restaurant before they take it? Have a system where if you do get a complaint the operator can contact the restaurant and find out what’s happening and get the rest of the food too you? And if they can’t because then it would be a work overload, then problems like this happen far too regularly and you need to look at your operations.
Deliveroo takes unauthorised debits- keep an eye on it
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Bonnet union –
2019-10-21
Version 3.21.0
Deliveroo orders too often don’t go smooth. Drivers deliver to wrong address other times not at all or the restaurant cancels the order. The issue is with Customer Service. When payments go through it is very difficut to get theor customer service reps to understand whats happened. They seem to respond on the basis of a script in front of them rather than understand what has gone wrong and try to put it right. Many times I have checked my statements and they have payments taken which should not have been OR which were promised by deliveroo to be refunded and never were. Ultimately they refer you to your credit card holder to dispute the amount rather than deal with it themselves. In the most recent example I have in writing that an amount will NOT be taken. When it was taken Deliveroo Customer Service insisted that it was never taken despite it being on my bank statement sent to me 2 weeks later! Fortunately my credit card holder removes the charge but Deliveroo is the only merchant with whom these issues arise- not Uber or Just Eat or teh countless other apps which hold your credit card details. Its misuse of personal credit card details and Deliveroo get away with it. ONLY use them if you have absolutely no other option as theu are untrustworthy in this respect sadly.
AWFUL. Will not be using again.
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thom_morell –
2019-10-13
Version 3.20.0
I have been spending an average of over £450/month through deliveroo and there has been something wrong with almost every order- items missing, wrong items, entire wrong delivery etc. They will refund missing/wrong items (as they should by consumer law) and will placate you with £5 credit to keep you as a customer along with the promise that it “won’t happen again”. I’ve been made a fool of by accepting the credit and apology and then continuing to use the service as nothing changes. I will not be using them again. There are plenty of other options available such as Uber eats and just eat. It is shocking to me that with such great competition out there that their customer satisfaction is such a low priority. On a side note, they used to refund entire orders when something was wrong, but recent policy change means that if something is wrong, the most you can hope for is £5 credit. I can only deduce that this is due to the sheer amount of wrong orders that they were refunding threatening to bankrupt their business. Appalling.
Awful system and bad customer service
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starchic –
2019-10-06
Version 3.19.0
It has taken over two hours for my order to come. The delivery time is constantly shifted forward every 5 minutes, over 11 riders have apparently been ‘assigned’ and ‘very close’ to the restaurant and then cancelled. In the live chat two different customer service team just said another driver will be en route soon, they then end the chat before my problem has a solution so I then have to go back on the chat and explain this all again to a third person. The last customer service person before helping me actually get a rider to pick up my food just said ‘I'll go ahead and end this chat now to attend other Deliveroo customers. Bye for now.’ So again I had to open another chat. I still do not have my food. It’s been 2 and a half hours now. It is a ridiculous system if it allows over 10 riders to be assigned then unassigned
Deliveroo
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Do-de-do –
2019-09-07
Version 3.16.0
Deliveroo provides a very good service and has filled an obvious gap in the market; it has been especially easy and reliable since using the app rather than Safari which did give rise to a few glitches.
They seem to be doing a good job in bringing rider numbers up to meet demand at the busiest times.
Although Deliveroo do in most cases do certainly serve the better take-away providers, I hope that restaurants will take the opportunity of this easy access to so many customers to improve the still rather bland offerings of most British chains.
It would be great to be able to make a brief comment to any restaurant rather than have to ring them separately, such as asking them to make a child’s curry less spicy (whereby they can, for example, leave the chillis out that they add at the end to the pre-prepared sauce) or any other small request that you would otherwise need to call them about.
Great app very useful but...
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RiverNox –
2019-09-03
Version 3.16.0
When ever someone gets your order wrong or you have to cancel it or it’s late it’s just such a hassle drivers are sub contractors or something like that but can’t actually help with anything really and customer support could be better. I hope they can an implement a policy to attach drivers names to orders so they can help verify what’s going on or when the wrong or missing food is delivered.
That being said the apps really good and well designed, it makes it way too easy not to use it. So I’m gonna continue to do so.
My only suggestions would be for Deliveroo to trying to get in touch with pop up shops and maybe even some more high end restaurants I mean the idea is they also use their own delivery people so Deliveroo is meant to a high end version of takeaways which is why it’s upsetting when I see a regular old takeaway restaurant listed on the app.
should really have a better team on the other end to deal with customer dissatisfaction
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Hazel2477120 –
2019-07-31
Version 3.12.0
After a 50 minute wait, a no-show from our first rider. Contacted customer services over the phone (who were helpful) and placed a reorder on my behalf as they failed to get hold of the original rider. The second attempt at getting food was almost as terrible.
This time after waiting an hour they struggled to find a rider for the already late order. In the space of 10 minutes the app notified me four different times to tell me my driver had changed again. Waited over 2 hours for a meal with my family.
Customer service live chat was rubbish when I tried to notify them of the situation. All they said was that they ‘understood how disappointed’ I was and that they would ‘make a note’ of this to improve their service. When I asked for it to be escalated, because c’mon, you would be compensated for crappy service in any other retail/ restaurant setting in some small way at least, the person I was speaking with said again that they would ‘make a note’ of this. Before I could ask what this actually meant, the customer service rep ended the conversation.
When it’s efficient it’s good. However, when they are slacking... they should really have a better team on the other end to deal with customer dissatisfaction. Poor.
**UPDATE**
Finally resolved as a result of this public review- was reimbursed for the order. Thanks Deliveroo, but sort out your live chat reps. They let you down massively.
Below average
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matt0420-64827-(;!:9263 –
2019-07-03
Version 3.9.0
Have used deliveroo a few times now and on the whole, it’s been alright, but there are a few things that really let them down, my first order was actually cancelled completely despite me ordering it a few hours in advance and the app constantly shifting my delivery time until it was cancelled, I think this may have been where the service was new in the area, there weren’t many riders and the place I ordered from was offering free delivery so it probably didn’t look like a very profitable order to accept for the riders. From this respect it is not a great business model. I have discovered that adding a rider tip to orders seems to increase the speed at which you get your delivery, which is annoying as I’m already paying for delivery..
Furthermore my favourite place to order from is now not using Deliveroo because as a small business, they are being robbed by Deliveroo making it not viable. I pretty much don’t order from anywhere else on Deliveroo so will probably delete the app soon.
I also received some credits for recommending a friend, which all expired because I never went over the minimum spend to use them. Would be nice if you got free delivery on 4 orders instead or something (although as previously mentioned, this would probably only result in me getting my food late, if at all).
I imagine that in London and other major cities this business works quite well but in smaller towns I don’t think they quite have the recipe right
Terrible Deliveroo customer service
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CerealHovis –
2019-06-16
Version 3.6.0
The restaurants on Deliveroo are fanstastic in general, however on multiple occasions recently my order has been incorrect or much later than expected. Having to liaise with Deliveroo rather than the restaurant is a nightmare. Also, considering the recent significant increase in delivery prices, the service can be appalling.
For example: yesterday I ordered food with my mother. We were very hungry so elected for the restaurant with the shortest wait time. The delivery time was supposed to be 20-30 minutes. Watching in the app I could see the food was prepared in that time, however the delivery continued to be extended as the driver ‘was making another delivery first’. The food arrived over an hour late and an entire meal and sides were missing. The food that did arrive was cold. I spoke to Deliveroo who said they could give me Deliveroo credit of the food that was missing, but no refund on delivery (and they tactfully skirted the issue of the sub-par food that was delivered). We were offered to reorder the food instead of receiving credit and assured this would take less than 30 minutes to arrive (this took another hour to be delivered).
We ended up paying full price for one meal to arrive an hour late and cold, then waiting over 2 hours for the second meal. Deliveroo were unwilling to offer any kind of refund on cost of delivery (over £4) or the cost of the food. Ridiculous.
Shocking service
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Fitness obsessed 93 –
2019-05-08
Version 3.1.0
I never write bad reviews but I feel in this case I have to. Of the last 10 orders, at least 9 of them were either very late, cold or just the wrong order, none of these orders were refunded. One order was over £70 worth of food and it had been sitting on the side waiting for a driver for nearly an hour (as you can check on the app when it was ready), when it arrived it was completely inedible and they wouldn’t even refund it. The worst one was yesterday though. I was informed the food had been delivered but it hadn’t and when I called up customer service they said it had been left in the garden. It hadn’t. After searching all around the house, we called again but we’re informed we would still have to pay because the tracker said the driver had been at the house! We were looking out the window and even went outside to find him when we saw he was close on the tracker so we know he wasn’t there, if he was he would have seen us. Our lights were on and we could see everything outside, not to mention our dog barks if anyone is even remotely near the house. They informed me that he had tried to call (nothing came through to my phone) and that he had left the food so we had to pay. I finally did get my refund but not before it completely ruined my night! It was the worst service I’ve ever received. After the multiple bad experiences I have had, I will never use deliveroo again.
Great until you have a problem order
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Aarrrrrrggggggghhhhhhh –
2019-04-04
Version 3.0.0
I’ve been using Deliveroo for nearly a year on practically a weekly basis (paying the monthly premium fee to get free delivery on orders) and I was extremely happy with the variety of food on offer. Delivery can sometime be a little on the slow side but in general the food is good quality and arrives hot.
Then I had an order where only half our meal arrived. I spent ages trying to contact customer services to get the missing items delivered but they said they were below the minimum order amount and couldn’t be resent (my whole order wasn’t below the minimum and it’s NOT my fault that they didn’t bring everything the first time!). All they would do was refund the missing item. So I’m left with half a dinner that is ice cold by the time I’ve spoken to several people at customer services. It ended up in the bin and I ordered something else from dominos so I’d have a proper dinner.
Their customer services is absolutely disgusting. I’ve cancelled my monthly membership and deleted the app. Like I said this service is great when there’s no issue but expect to be out of pocket and without any assistance if there is anything missing. I’m not willing to take the chance of that happening again because I don’t want to deal with their appallingly bad helpdesk (even the manager was useless!). Everyone I know has now deleted this app and won’t be using them again!
Appalling service
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Bobround –
2019-03-29
Version 2.66.0
So the last three times i have been let down by this service. First one to be fair was the restaurants mistake, second was a driver getting lost and taking 50mins longer than estimated time (completely cold on arrival) , Deliveroo were quick to respond and credited my account with a good Will gesture both occasions, but still this is food ordered and expected to arrived in good time and standard.
Tonight I ordered £50 worth of food, the money was taken from my account immediately before restaurant confirmed, the restaurant then declined order cause they were to busy apparently. Deliveroo then told me my money would be back in my account within 72hrs. Wow unacceptable, no offer of good will, just told system down nothing i can do. But that there are other restaurants available to order from. Then the person ended the chat. Probably not gonna use this service again.
The worst service I have ever experienced
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RJ4399 –
2019-03-10
Version 2.65.0
The app told me that the driver was 2 mins away, he then stayed 2 mins away for the next 20 mins and then the app told me that my food had been delivered. I called customer service to try and sort it out, the first time I called I was told my number didn’t match my account and got hung up on, so I then went onto my account and saw that the number in place was the right number and it was registered to my account. I called again saying that it was the right number and it was registered to my account, I got hung up on again. I then called for a third time where they told me that my number was registered to my account, so I then explained that my food hadn’t arrived but the app says it was delivered. They then preceded to lecture me on how I had given an incomplete address so the driver had gone to the wrong place. I know this was false because I’d used the address multiple times and two of my friends both made orders with the exact same address and theirs both arrived. I explained this to them and asked if there was anyway I could get my food or a refund. I was then put on hold and then told that the fact that the order didn’t arrive was my fault and that there was no way I could get a refund or my food. I then preceded to ask why and was hung up on again. I have never experienced such appalling and rude service in my entire life, I will never EVER be using Deliveroo again.
Worst delivery service ever!
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pooja0987 –
2019-02-11
Version 2.63.0
I ordered my food at 20:10, it said it would be here by 20:45, we gave it till 20:50 and then called the restaurant to find out where our food was. They said the food has been sitting there ready for about 10 minutes but no one from deliveroo has come to pick it up. We then called deliveroo and spoke to a lady, as this was the second time it has happened, who told us that the driver was 2 minutes away from picking it up from the restaurant so give him 10-15 minutes to get to my address.
I gave it half an hour and he still didn’t come and there was no update on the app so I called deliveroo again, and the man said the driver is 15 minutes away from picking up the order from the restaurant. I said the previous woman told us he would be at ours within 15 minutes to which he had said that driver unassigned himself from delivering our food. I then asked for a refund which he said he could not do but said another driver will be on his way. We paid £3.95 for delivery! Our food has been sitting in the restaurant since 20:40, it is now 21:30 and we still haven’t received our food.
Would give it 0 stars if I could!
Not working, use other services!
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Mat Paris –
2019-02-08
Version 2.62.1
I ordered for the first time using the Deliveroo app. After ordering, the app was unable to update the order status. The original estimation was 10-15’. After 15’, I contacted the customer service, a nice agent (that’s why I don’t put 1 star) told me they were experiencing unplanned service maintenance. After another 10’ the order status updated and told me the order would be delivered in another 10’. After that, it moved again by 10’, and another 10’ (basically the estimated time was moving as time passed). So my suggestion to the team is to not bother with Delivery times or manage expectations better by being more conservative on time estimate if they can’t grant it. And in case of you’re wondering, btw my order hasn’t yet arrived after 45’... now it says 9.10pm. The app won’t let me cancel the order and the customer service isn’t available (error message on the app).
APPAULING SERVICE
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Hannah Knight –
2018-12-15
Version 2.58.0
I placed an order at 18:33 on a Saturday, granted, it would be busy. I waited the 50 mins I was advised by on my app. The status of my order was the the restaurant were still ‘preparing me food’. Eventually, after over an over, the status updates to ‘assigning a driver’, okay, cool. Not long to go now. 20 minutes passed. I used to online chat through the app. Well, things from here went downhill. I spoke to 2 reps who just kept leaving the chat without the issue being resolved. From there, I had my status drop from ‘rider assigned’ to ‘assigning you a driver’. I got to my third chat, where they could only offer me a £2.50 credit to my deliveroo account. The delivery cost my £3.09 so that didn’t cover anything?
I called the restaurant as I was conscious that my food would get cold. They advised me they do not start making my food until a deliveroo driver has turned up as they have had complaints previously where their food has arrived cold because drivers do not turn up. So I had waited over and hour for NOTHING to have even happened.
I had to make a call in the end for my order to be reviewed and raise a complaint about the three people I spoke to on the chat and why 6 drivers declined my order. My food did not arrive until 9pm.....cold. All I got was another £2.50 credit and was told they could not offer more as it was not within deliveroo a regulations to do so. £5 off my next order when I will never be using their service again. Appauling!
Terrible don’t use
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nanakh16 –
2018-12-01
Version 2.56.1
I usually order creams using Deliveroo and it works fine but this time it was terrible. I ordered some food from kfc at around 6:15 and it said it would take the usual 30-45 minutes. So I wait an hour and there’s no update about my food on the app it says that the driver is still being assigned or some bs like that. Then I wait until 3 hours have passed and I am still hungry and it is past 9 o’clock so I call up deliveroo and ask for a refund they say they can’t refund me or cancel my order so they gave me a £15 credit for deliveroo and guarantee me that my food will reach me in 10 minutes. So another 20 minutes pass and it is nearing 10 o’clock in the night and I have no food and I am hungry. Then I receive a notification from the deliveroo app and an email saying that my order has been cancelled and I have been refunded the money. So in short this app is terrible cos they’ll waste 3 hours of your night telling you that your order is being made just order from Uber eats or dominos or even better is if you actually go outside and get some food.
Useless customer service + never on time
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123John789 –
2018-10-13
Version 2.52.0
Ordered a fair few times off Deliveroo but no more. They are absolutely terrible when it comes to delivering on time and when something does go wrong, you phone up to their call centre that does nothing but read out their script to you no matter what you say. I’ve only once I think received an order on time. When an order is placed and it’s late, they do almost nothing about it until it’s extremely late and they pathetically offer £2.50 credit for your next order. I had to argue with them on the phone numerous times before about the fact I paid for something that I actually didn’t receive and it just about got sorted in the end. Uber Eats is far better and when you have a problem they are a lot more understanding and deal with the issue a lot more efficiently. Deliveroo act completely powerless when it comes to helping out the customer. I had to tell them how to go about sorting out a problem I had with an order previously rather than them actually knowing what to do in that situation.
Overall, bad service and extremely poor customer service.
If it’s available in your area, stick with Uber Eats, they are a lot more reliable.
Don’t invite strangers round
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andygibson –
2018-06-25
Version 2.42.0
You have no driver star ratings and any tips must be given in advance, so as a customer you have no way to control the situation. You simply put all your personal details in the app, and they send them to god knows who, with no apparent regard for security or quality, and no way to rate the service afterwards. It’s like Uber, without any of the features that make Uber safe and effective.
When I had an issue with a driver last month (who messed up my order, argued with me, and then turned up later that evening banging on my door), Deliveroo were unable to do anything to help, couldn’t tell me how my personal data had been shared, couldn’t confirm what information the driver had about me, didn’t know where he was, and couldn’t even answer basic questions about customer security. Their “serious complaints team” have now tried to close my case twice without doing anything, and still haven’t responded in over a month.
Don’t invite strangers into your home, and don’t give Deliveroo your money. Call the restaurant direct or go pick up your own takeaway. It’s not worth the risk.
Never again
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Dina_saur –
2018-05-27
Version 2.39.0
I’ve had many bad experiences with deliveroo the past few months. My order either never got delivered or my order would arrive an hour later than estimated arrival time. On several occasions, the driver would be on route to my house but my order would randomly ‘disappear’ and When I tried to contact deliveroo regarding the location of my driver, they would reassure me that he was arriving soon. But 30 minutes later, I would recieve a message saying the driver can no longer fulfil my order. This is really frustrating to me as it’s a waste of my time and I’m confused as to why deliveroo lied to me and told me my driver was coming. I could’ve placed a new order but instead I waited since deliveroo LIED and said my order was coming. I was refunded for my order but was not compensated for the time wasted and the inconvience that ruined my night. I was a loyal deliveroo user and stuck with deliveroo after they messed up my order several times, but this is becoming a frequent problem I have with deliveroo, so I will no longer use deliveroo and will be deleting my app.
Drivers doing double deliveries, food cold, CUstomer service outsourced
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Still crashing II –
2018-02-12
Version 2.32.0
drivers are delivering other people’s food first. When I get mine it’s cold, if you complain to driver they get aggressive. Customer service has been outsourced to Philippines - they are polite but have no idea what they are saying half the time, nothing gets escalated, or resolved. They are just there to acknowledge and record the complaint.
Deliveroos Demand outstrips the companies ability to fulfil. They have forced riders into self employed contracts and strikes have occurred. Company as a whole is operating highly inefficiently but is the fastest growing business! They spent over £5m on branding when they could have just paid there riders a salary or advertised jobs or paid agencies to find staff - congrats on the continued success nevertheless. Looking forward to seeing you guys making healthier margins and delivering a more superior service...or go bust!
Don’t bother
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Miss CG –
2017-10-25
Version 2.25.0
I installed this app with excitement thinking it could be something I could use together with Zomato. By far, the worst customer experience ever. I have used Deliveroo the first time only recently (they take 2 dirhams authorisation when you add a credit card and I got a message from the bank saying they took the same amount twice, not a good start) and my order was super late. I called the customer service and a lady picked up. First of all, she was not polite at all: she sounded like she was doing me a favour to pick up the phone when I explained the pre-authorisation was taken twice and that my order was very late. Very bad customer service. I thought I may have had just a bad experience and tried to order with this app a second time: another disaster. My order was late, I call the restaurant and they tell me the food is ready but the Deliveroo driver is nowhere to be found. The food took more than an hour and a half to arrive and again, the customer service was appalling to say the least. Morale of the story: don’t bother with this app, use zomato, much better, with a live chat that ALWAYS works and with good customer service.
Poor customer service
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Maximoffs –
2017-09-18
Version 2.21.0
I am writing a poor review due to a bad experience with customer service given by deliveroo. Shortly after making an order I realised my phone number was incorrect and I was ordering to an address that many people struggle to find. I contacted the live chat service to edit these details and I was ignored by the staff. They told me they would 'check those details' and they left me waiting for so long that the live chat timed out due to inactivity. I tried a second time to use the live chat service, waited in a queue of other people, eventually go through to someone and was given the same generic message. I was ignored for a second time until the chat timed out. The driver arrived and was trying to contact the incorrect number despite my attempts to change it. Would not recommend this app due to the bad customer service given. I would like to add that although Deliveroo have responded to this negative review asking me to email in, I have since done so and the company don't seem to care about the issue. They let me know that my complaint was logged and that was all. I won't bother using them again.