Deliveroo Reviews

Name: Deliveroo
Rating: 1.20

1.2 Rating 1,032 Reviews

5 %

of reviewers recommend Deliveroo

Company Reviews

Questions

Metrics

1.2

Based on 1,032 reviews


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 17%
Accurate And Undamaged Orders	Greater than 68%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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"I made an order from Co-Op for food, due to be delivered around 21:00. After around ten minutes I had still not received my food, had not been called by the driver, and so I went to the Deliveroo homepage to check what was happening. I went to the page and saw that there had been a message in the chat. Now, if a driver sends a message on the Deliveroo webpage, a customer's phone does not receive a notification, as it of course does not go directly through to the customer's phone. The driver made no attempt to call or contact my phone, even though my phone number is provided on my account. So, I check the driver's message, and they had said that they could not find the address. I called Deliveroo to enquire. I spoke to a woman who told me that there was nothing Deliveroo could do - seemingly, although I paid for my food and did not receive it, it was deemed unsuitable grounds for a refund. I then asked to speak to a manager. I was then passed to Marvinette, who told me (and as the calls are all recorded, this will of course be available for Deliveroo to listen back to) that the driver HAD in fact arrived at my address. After saying this, I then explained to her the messages left by the driver saying he could not find the address, so that he quite clearly hadn't arrived. She then continued to claim that he had in fact arrived. And so, I then asked her the following: do you mean to suggest that the driver arrived at my address, and chose not to deliver my item? To which, after several delays, she ultimately conceded that yes, the driver had arrived and then after waiting and not seeing a safe place to leave my food, left. I took a screenshot of the order page that stated that the driver could not deliver the order, made at 21:28. Just after the call, I checked the order status page again - it had been changed to show that the order had been delivered (however, I was still without my food). I have a screenshot of the updated page at 21:35. It seems that at some point during or after the call, somebody at Deliveroo had actually changed the order status from \"not delivered\" to \"delivered\" in order to fit with what Deliveroo were now claiming. This is disgusting. How can any supposedly \"reputable\" company act in such a dishonest way? That in addition to somebody not being due a refund for an order that they paid for but did not receive. Everybody makes mistakes, but the service that has followed on from this has been abysmal."

Deliveroo 1 star review on 5th March 2024

Trey

Deliveroo 1 star review on 18th November 2023

Anonymous

Deliveroo 1 star review on 10th February 2023

Anonymous

Anonymous // 01/01/2019

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“Disgraceful customer care and service. Huge bone found in my meal, which was so dangerous, deliveroo could not care less! Do not order from this company”

Helpful Report

Posted 1 week ago

“Ordered some food including a £18 gluten free pizza which did not arrive with the food. The restaurant were apologetic and explained the staff issues (understandable) and told me to contact Deliveroo customer service who would give me credit or a refund so I could reorder the item. After doing so Deliveroo told me I was not entitled to any form of compensation and robbed me of £18! Never using them again and I advise all of you to do the same! Absolutely disgusting!”

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Posted 1 week ago

“They are bunch of criminals!!!”

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Posted 3 weeks ago

“Disgusting "customer service". Placed big order for big birthday treat - 1st time using deliveroo. 4 items missing (worth £30.40) - reported on app - declined to offer a refund. Went on to chat - he said they'd investigate and get back to me in 48hrs - heard nothing. Called them- they said I didn't qualify for a refund. Why not?! I pointed out that accepting money for goods not supplied was theft. Asked to speak to a manager - she just repeated and repeated that I need to e-mail. So I did - response is i don't qualify for refund. This can't be right or legal, surely? Just rubbish.”

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Posted 3 weeks ago

“food 1hr late stone cold...customer service not interested..poor company..but no problem me and my friends have done with this poor company..never again...my advice? order direct.”

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Posted 4 weeks ago

“Never give out your two digit code when delivery driver calls until the order is in your hand as they’ll call from anywhere but the property especified and not bother to deliver if it’s taking a little longer to find. It’s happened too many times and it’s a scam. Once the company have your code, they will not refund as, as far as they are concerned, it’s been delivered. Drivers have cottoned on to this, why can’t they use a satnav properly.”

Helpful Report

Posted 1 month ago

“Food arrived cold delivery guy couldn’t find my address had to go out to find him could barely speak English, an absolutely waste of money, will never use this totally useless company ever again!”

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Posted 1 month ago

“DO USE DELIVEROO, I ordered from mc Donald’s in lucan, the delivery driver too 1.5 hours delivering. He stood outside for 20 minutes and I got a call from DELIVEROO English number saying he was outside. I went out to get my food , his face was fully covered in a black mask. He shouted “ I need number before I give u food, being my 2nd time usin DELIVEROO I gave number because he wouldn’t give me food until I gave it to him. He was on his fone entering the number, I said where’s my food to be told it was delivered 30 minutes ago, I asked him y is he here if he has no food, and he acted like he couldn’t understand me, then he shouted u got food 30 minutes ago, you hv problem you ring McDonald s. I couldn’t understand why he was here if he had no food, so rang customer services and went through everything. I’m a single mother, and today is a treat day for my daughter, I don’t hv 25 euro to just waste, they were acting very understanding but insisted because I gave the delivery number , there’s no way I can get a refund. And explained in future do not give the number till u hv food in your hand. I went mad, it made no sense, because the guy refused to give me my food until I gave number, being new to the app I assumed that I’d naturally get my food. I used to use just eat but decided to use DELIVEROO to try them out with coupon codes( which by the way DONT WORK) so the girl put me through to complaint s. Another 40 minutes of I understand your upset and we don’t want you having this experience but because you gave the number we can’t refund u because it says u got your food. This guy was very sly, he acted like he couldn’t understand me to get onto DELIVEROO and speak perfect English. I was so upset because I genuinely Dnt hv that money to just waste so I drove up to the mc Donald’s who I got the food from. Ask for a manager and explained what happened, she was amazing and remembered the guy coming in for the order, she only remembered him because he had a full face head mask and he just stood out. They have nothing to do with DELIVEROO just put the orders through.!I was so mad I just wanted to let them know , to take note and that’s all, I wasn’t expecting food or money, she said look I’m so mad for you and I’m so sorry that happened, do you want some food, I said oh no I’m not here for that it’s just principle, she said she completely understood and has experienced bad delivery with DELIVEROO, I lost my appetite by this point but I ordered a cheese burger and chips nd drink for my daughter. She said do u want anything else because it was 25 euro, she was so kind and understanding. I was so impressed, they could hv just taken note but she knew the feeling of loosing money nd no food for DELIVEROO. I hv to say the way the driver acted nd the response from DELIVEROO it’s just a horrible service, no other place used numbers to give to delivery driver so they obviously have had a problem with ppl not delivering food and just saying it, he obviously took my food and gave it away and seen I was only new so he put on the act to get the number. I should hv taken a video of him saying that my food was delivered by someone else but he needed the number of me regardless. I’d mark this company lower but I wouldn’t hv been able to leave a review. DO NOT USE DELIVEROO, THEY WILL ROB U”

Helpful Report

Posted 1 month ago

“I made an order from Co-Op for food, due to be delivered around 21:00. After around ten minutes I had still not received my food, had not been called by the driver, and so I went to the Deliveroo homepage to check what was happening. I went to the page and saw that there had been a message in the chat. Now, if a driver sends a message on the Deliveroo webpage, a customer's phone does not receive a notification, as it of course does not go directly through to the customer's phone. The driver made no attempt to call or contact my phone, even though my phone number is provided on my account. So, I check the driver's message, and they had said that they could not find the address. I called Deliveroo to enquire. I spoke to a woman who told me that there was nothing Deliveroo could do - seemingly, although I paid for my food and did not receive it, it was deemed unsuitable grounds for a refund. I then asked to speak to a manager. I was then passed to Marvinette, who told me (and as the calls are all recorded, this will of course be available for Deliveroo to listen back to) that the driver HAD in fact arrived at my address. After saying this, I then explained to her the messages left by the driver saying he could not find the address, so that he quite clearly hadn't arrived. She then continued to claim that he had in fact arrived. And so, I then asked her the following: do you mean to suggest that the driver arrived at my address, and chose not to deliver my item? To which, after several delays, she ultimately conceded that yes, the driver had arrived and then after waiting and not seeing a safe place to leave my food, left. I took a screenshot of the order page that stated that the driver could not deliver the order, made at 21:28. Just after the call, I checked the order status page again - it had been changed to show that the order had been delivered (however, I was still without my food). I have a screenshot of the updated page at 21:35. It seems that at some point during or after the call, somebody at Deliveroo had actually changed the order status from "not delivered" to "delivered" in order to fit with what Deliveroo were now claiming. This is disgusting. How can any supposedly "reputable" company act in such a dishonest way? That in addition to somebody not being due a refund for an order that they paid for but did not receive. Everybody makes mistakes, but the service that has followed on from this has been abysmal.”

Helpful Report

Posted 1 month ago

“I have had a wonderful experience will deliveroo, they meet the delivery standards such as fast delivery, require good quality delivery such as warm food. their packaging was very nicely wrapped up. AMAZINGGGGGG.”

Helpful Report

Posted 1 month ago

“I had luke warm food turn up which I complained about. They unable to replace the order. I then asked for a refund instead for the item that was effected in which they asked me to describe the food… the way they spoke to me was like they were mocking me. When I tried to give a description of the food, they lowered the price of credit every time (even though I never asked for credit). I ended up with £2.50 credit that I didn’t ask for but apparently that’s what I deserve for receiving barely warm food that I paid for! It’s more the principle here for me. What makes it worse was that I wasn’t asking for a full refund but just a refund for one item. Now, I don’t care about the amount of money but if this happens to so many people, this business is earning so much off of very little. They did suggest for me to leave a review on the restaurants page but to be honest it’s how it was handled. I won’t be using this app anymore. Really unprofessional customer service from Louy or Lou.”

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Posted 1 month ago

“Deliveroo are the worst delivery service ever. They cancelled our order without asking us and could not even put one percent of effort into contacting us to let us know that they have cancelled the service. This is very pathetic service. We were waiting for our food since 6:30 and thank god we checked at 8 to see the delivery status. I strongly recommend for anyone not to order from them. We have never had such service for Uber. I highly recommend Deliveroo to take lessons from Uber if they want to succeed in the future.”

Helpful Report

Posted 1 month ago

“3rd world delivery drivers 3rd world job”

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Posted 1 month ago

“Appalling in every way. Complete rip off merchants. Avoid if you can.”

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Posted 2 months ago

“Restaurant sent me a beef burger instead of chicken - Deliveroo refuses to do anything about it. Jokers - and highly dangerous for those who may have allergies.”

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Posted 2 months ago

“FILIPINO SCAM! Well what can I say? Deliveroo is a bunch of Filipinos scamming people in the UK, you make an order, the restaurant cooks your food and no one from Deliveroo goes to pick the order up, they cancel the order but still take the money out of your account and then refuse to refund the money and can not tell you why they took the money from your account in the first place. This app is a total SCAM, do no go anywhere near it, you'd be better off chucking your money out the window and hoping some random turns up with some food. complete and utter joke, all staff pretending they are English but they cant even put a sentence together in proper English. NEVER USE DELIVEROO - SCAM ALERT I have reported them to my bank and if you are in same position as me, so should you, don't let them scam anymore English people while hiding away in Asia.”

Helpful Report

Posted 3 months ago

“Absolutely Diabolical. I placed 2 orders in 2 days ... 1 food delivery from McDonald's and 1 groceries from asda. ... both these orders were cancelled after 2 hours and 5 calls to customer services, the live chat function is Diabolical.. I will never ever use this company or app again, they take orders they cannot deliver... how they maintain the sla's they have with the companies they represent is mind boggling, I simply have no words for how disgusting there service is”

Helpful Report

Posted 3 months ago

“Ordered from local local restaurant. Estimated delivery 03.15. Still hadn’t come by 4.15 so tried to contact restaurant several times. No answer. Eventually got them where they proceeded to speak a foreign language to me. Deliveroo dealt with it appallingly. Eventually agreed a refund and “cancel the order”. Then the restaurant rang our bell at 5am waking us up”

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Posted 3 months ago

“Poor customer service. Half the order didn’t arrive and then when you realise it , it is too late as you need photographic proof of what you received. Not sure if you need a dated newspaper and the delivery driver present also to warrant any recourse? Don’t bother. Easier to just go and pick up yourself or perhaps use one of the other more reputable delivery services.”

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Posted 3 months ago

“1st and last time I will use. Half of my order missing (over £25 worth of food) wouldnt ring the resteraunt or the driver yo see if it had been left somewhere, so i submitted a claim, got told no to a refund. Live chat also refused, and woman I spoke to on the phone didn't G.A.F. either. Absolutely disgusting customer service, would avoid at all costs unless you like them stealing your money.”

Helpful Report

Posted 3 months ago

Deliveroo is rated 1.2 based on 1,032 reviews