Rappi: Market and Food Online

I’m a Diamond User that have been using Rappi for groceries, deliveries, pickups, everything I can do using Rappi, I do! Avoid traffic, save time and enjoy the cash back offers that are great. Downsize: app has been improving but still crashes a lot! Also when it’s on, my phone heats too much and battery drains out - I use an iPhone XS Max btw. The other major downside is the human factor: the shoppers that get the wrong products or don’t pay attention to what’s supposed to be done. Aside those, of you are not in the Diamond Level, support is painful! Please keep improving. Love you and pay my Orime membership happily!

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I ordered two times on two difference occasion. First order, I order water instead of coke and they sent me coke when the order clearing stated water. They resolved it but then I tried ordering again. I order three 1.5 liters of h2o drink and they gave me 3 600ml drinks. I messaged them and took few hours for them to respond thinking they will just take their time. I drank one and they sent the same delivery guy to pick up the other two and brought back 2 1.5liter drinks. They said hey will give me credit and the credit they wanted to give was only the amount of the cost to deliver. I told them what’s the point if I get free delivery when the order was wrong. They did not respond until 2 days later saying they will close the ticket. I responded back saying I still have not gotten any response and it’s been a week now. I messaged them again saying where is my response and never heard back from them. The delivery guys are messing up the order, rappi support is not responding to message. Better to use Domicilios app versus this.

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Used Rappi for the first time today and was a disaster. Not only was the buyer slow and confused given the store was out of what I ordered, but the process of collecting documents to confirm card and account happened in an entirely manual way where a customer service person called me and asked me to submit all these documents via a chat location that wasn’t even easy to find in the app. In the end, while I expected the order to be here in the estimated 30 minutes, I ended up having to leave my birthday party for 30 minutes to chat back and forth on the phone and the app to complete my registration and first order. And not even an apology, but rather the support threatening to cancel my order. All of this could have been solved if they simply put the document verification process into the app. Shame they launched without that as I’m never using this crappy app again.

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I use this app regularly and I like the idea and the features it provides. However some issues already exist and the customer support is terrible. There is no phone number to call and nobody face the problems. They don’t answer to questions and it frustrates me. For example I made a RappiPay transfer and the amount was charged on my credit card but never reached the intended person. I asked support for help and never received and answer. More that 3 days and nothing. So I had to call my bank to cancel this charge. That was frustrating. This is was not the first time support behaves like that but one of the many times they do that.

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Even though I love the concept of Rappi, and I am able to get almost anything I want delivered to my doorstep at a very cheap price and quickly, the reason that I give this app 2 stars is because the customer service is awful. The agents are rude, and I even had one rappitendera scream at me once because she didn’t like that I had a complaint about the way she handled a situation. Never in all my years did I have an employee of a company treat me this way. Employees in the United States are taught to put the customer first, whereas it seems in these Latin American countries employees are not taught this American philosophy, so customers are treated like trash. And this is why I give it 2 stars, if it had not been for this detail in how they treat their customers, I would give them 5 stars.