Deliveroo: 美食外賣平台

I have been using this app for long time and have used in different countries. Everything was fine until tonight I am so angry. I ordered my dinner around 7, it shows the food will arrived around 8. Since this app had never disappointed me, so I didn’t really checking the order status. Around 8:25, CS called me saying that the driver had delivered my food to the wrong address. They asked if I would like to have refund or wait for a re-order which CS claimed that it will only take 30-45 mins. As I am expecting a dinner from them, so I said I have no choice but wait again. However, after an hour, the food still not came, and I called the CS and waited for 15 mins, that’s the time they admitted that they don’t have enough driver to deliver the food. Come on! My order was not a newly input order, this is a re-order, you should have an arrangement on that, don’t you? Moreover, this was a mistake made by your company, so why should I be suffered from this long wait. I should have finished my dinner if they have delivered the food correctly the first time. I am super disappointed and angry. Next time, if I have to order food again, I will be seriously consider using other delivery app.

Ordered through app, restaurant called in 1 min that the food was sold out. Common occurrence. How do you cancel your order? YOU CAN’T. There’s no button, the chat has 40 people in the queue (no it’s not even during lunch hour actually) and you won’t hear from them for another 60 minutes. Meanwhile Deliveroo assigns you a driver and tells you your food will be on the way even though the restaurant told you there is no food. Do you try your luck and wait? Do you buy something else and risk getting two orders at the same time? Depends on whether your fung shui is in order. Meanwhile Deliveroo still shows you at #40+ in the queue...until they drop you off completely. Please do yourself a favour and try a better alternative.

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I had to cancel my order twice within one week due to their inability to deliver my order. First time: When I checked the app to see why my order is late, I surprisingly found it delivered while I didn’t get anything. I contacted their CS and they advised the driver accidentally hit the delivered button but his next to my building and will deliver within 5 minutes. After 15 minutes the order didn’t arrive. 30 minutes later and many follow up messages with their CS to find the driver just left my food at the building security as he lost my address details when he hit the wong button and their solution was to just go down to pick it up. Since I had a sleeping child in the apartment I refused. Eventually just cancelled with no compensation. Second time: made the order and was quoted 30-40 mins. After 50 minutes, still no driver assigned to my order and the restaurant advised my food was prepared and waiting for pick up for 40 minutes already. Again called their useless and arrogant CS and they asked me to wait another 15 minutes which I did. Still, no driver to pickup my order. Eventually I asked to cancel. Very disappointed and never gonna use them again.

I love the choices on Deliveroo but just can’t help feeling disappointed by the unrealistic delivery time they put on their app. I was planning to order lunch on a Sunday and I placed an order slightly past 12 because the app proclaimed that the delivery for that restaurant (indeed ALL restaurants on my list) would be 30 to 35 minutes. Reasonable? Of course, but I had waited all the way to 2:30 for the driver to show up. I had given a $25 tip and of course, they didn’t provide any motivation for the driver to pick up my order on time. So what’s the point of tipping really? Maybe the tipping should go last so the drivers could have more motivation. I was even ordering any fancy food so I don’t think the restaurant needed a lot to prepare the food (congee, that is). So what’s wrong, drivers, what’s wrong? Even at this time of budding shared economy, can we have some professionalism here? The more I think about it, the sadder I become.

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After being notified that my order is on the way and then another said the order is close to my place, the status changed to delivered, but the food never arrived. A minute later, the order is said to be cancelled and the payment is refunded. Then customer service said the restaurant refused to make the order. Why would the app say the order is on the way if the restaurant did not take the order in the first place? It had me waiting for 40 minutes and all it did is to cancel my order when all restaurants is closed! I had to write this because it is not the first time. There was another instance where the delivery was late for 2 hours! I wanted to cancel the order but there was no way to do that, no one answering instant chat and no one on the customer hotline picked up the ! I had to order from another app after waiting for 1.5 hours before all other restaurants are closed, and the food from the other app even arrived before Deliveroo. After all that hassle, Deliveroo was only willing to refund the amount of the order, nothing more was done for having me wait for over 2 hours. This kind of customer service is intolerable.