Deliveroo: Food Delivery App

When ordering breakfast, keep running into the same problem. After picking what we wanted and then then trying to finalize, for a message saying “restaurant has now closed”. Called restaurants who said they were still open, accepting orders and to please keep trying. Problem kept repeating and there is no way to get help other than sending an email (received an automated response). It is a great service when it works but repeated errors/frustration like this with no way of getting any help makes me eager to find a more reliable alternative.

response required

1. Each time I open the app, it asks for me to confirm my address. This is extremely annoying. 2. I’m unable to text or message the driver, I can only make a phone call. The whole point of using an app is to not call people (and consume minutes). Why can’t we message via the app? 3. Even with the address entered, and also additional notes on how to find my flat in central London, the driver still couldn’t find it. Thus ending up with more phone calls. 4. The driver entered into the app that they “have arrived” and also called me to say they’re waiting for me downstairs. But of course they’re not there. I went down anyway just in case, and no, they were in some other location. 5. Before claiming to have arrived, Drivers should buzz/ring the flat. It’s not fun to wait for them on the street, while they figure out how to navigate London. If the delivery were free, maybe that could be a trade off. 6. The food never arrived (was it left on the street? Was it given to some random person?) who knows...but the driver entered into the app that the delivery had been delivered. (If drivers would deliver it to the apartment doorstep, at least the correct person would be receiving the delivery.) 7. Now I’m dealing with customer service.. another 30 minutes of my life wasted..and no food to show for it. It would have been easier for me to just pick this up myself.

response required

My order was not delivered due to the drivers not being able to reach my address. Deliveroo offered me a credit for the order. However I cannot use this credit for any order and the app is not allowing me to switch payment methods to my credit card. Hence I am stuck in a limbo unable to order anything. I wrote to customer service about this. They responded to my email after two days and promised to fix the issue in 2 days. It’s been a full week and no resolution so far. In addition I would like to point how difficult it is to find any customer support from within the app interface. It has been hidden away under the ‘About’ sub menu of the ‘My Account’ screen. This is a deliberate cumbersome design to prevent people from contacting customer support. Overall, Deliveroo seems to not care for its community of users. I am a Deliveroo Plus member and I deserve benefits and speedy customer service none of which are offered satisfactorily.

response required

I am a loyal deliveroo customer. We use it often. The past few times, something is ALWAYS wrong with our order. We pay for a service, and expect it to be perfect. There’s a missing item from the (restaurant fault) , or even sometimes it’s not even OUR order (being the driver’s fault). We once received gelato (that we did not order) from a place we didn’t order from. And I assume someone else got our order (which was a full course meal). If we pay for a service, make sure the order is correct (in the restaurant). And also make sure (the driver knows what orders are for what customer. I just experienced now, a missing item from an order. And I had to re-order (with a credit) and wait 40 minutes for a simple nugget order to come. The rest of my food that arrived correctly is now cold. And I am upset. Please (restaurants and drivers) ALWAYS double check the orders. Thank you.

response required

We are traveling abroad and tried to use this app to order dinner one evening. We placed the order and within 4 minutes it was “delivered,” clearly is was not. We contacted customer service and 30 minutes later they resubmitted it. Over an hour later, nothing. We contacted customer service again and they tried to say it is picked up and on its way. While on the phone we get an email that it was cancelled by the restaurant, because they are closing. The customer service rep tried saying it was closing early. Lie. Our assumption was the restaurant was actually closed and their system didn’t know that. The app should prevent orders from places that are clearly closed and the customer service reps should be able to tell that. It showed many riders were on their way to pick up and then, nothing. They should be able to report this issue. Just terrible. After 2 hours we got nothing.