Gorillas Reviews 

Waiting for a refund on my order which was delivered with half of the items missing. It has been two weeks now. I reached out to customer support in the chat but it was impossible to speak with them. It would say "We transfer you to the human" but then the response would be just a basic AI-generated BS. I see there have been so many people complaining in the past months... It is outrageous that we are going through this

Lettuce and spinach came rotting, fish cakes were mush and my bagels were open. I will need to do another shop on top of this one.

The two stars are for the polite delivery driver, quick delivery, and the customer service person I spoke to who solved the problem and refunded my items quickly with no fuss.

You can ask for the refund back to your bank account which I like, as other apps have only allowed the refund into the app account which is basically just another way of forcing you to use a service you would have liked to never use again.

Are used to be a great app when they first started.

Now the customer service doesn’t exist, deliveries don’t show up and refunds have to be chase! Can’t get hold of anyone from that company anymore… DON’T USE THIS APP.

If I could give 0 stars I would. It should be illegal for these people to still take your money and pretend like they will order your food.

Terrible customer service. This used to be a great app but since being purchased by Getir, it has become awful! The app glitched and my last order was delivered three times (I was also charged three times!) I sent back my unwanted items and have still not received a refund, despite talking to their customer service bots on three long and painful occasions. I also emailed them twice and haven't received a reply, let alone my refund. Terrible customer service and I am deleting the app. I can see this problem has also happened to other people- I wonder how many other people are waiting for refunds because of this...

I never received my order and I got charged for it. Every time I would try to complain they would just kick me out of the chat. I don't know whom to complain now

They deliver cupboard items that expire in a week, and no corrective actions taken form their support team. Cancelled my account with them.

Worst experience ever.
The food arrived rotted and in bad condition.
Customer service is no replying, and on the chat they are only giving automatic answer.

My order was cancelled due to a stock problem, therefore it was not visible in the system, however money was taken from my credit card. Now I am writing on and off to customer service who keeps saying "they are sending to finance" and almost like a bot style writing, and nothing happens at the end! No store credit no refund!

What’s happened recently? I repeatedly get sent codes that never work. Used to be great a few months ago.

I would give 0 stars if I could.
I have used gorilas for a while now and it was always very good but my last order has caused me nothing but hassle.
My order was cancelled due to stock problems, then when I removed those items from the basket I tried again and it said the same thing so I tried again and then it said error.
I gave up and then when I later looked at my bank statements they had charged me 5x totalling £100+ for a cancelled order and gave me a refund for 1?!
I have been arguing with them for around 6 weeks now.
I’ve spoken to 4-5 different people all telling me nonsense: info has been past onto finance team, you’ve been refunded, you should contact your bank, you will receive a full refund soon etc.
ALL COMPLETE RUBBISH AND LIES!
I cannot believe how bad this company now is and the fact that not one person will help me.
Do not use this app and if you’re waiting for a refund I wouldn’t hold your breath.

Gorillas used to be our go-to grocery app and got me through surgery recovery with great products, excellent UX and reliable service and support.

However, since being taken over by Getir the standards have fallen sharply.

I have a £40+ basket that I'm ready to pay for and the payment won't process. Trying to use the support portal has been incredibly frustrating with an AI triage filled with bugs, and human support that closed my conversation before it had begun.

The produce has gone from being great, local stock that's regularly filled, to cheap Co-op stuff that's rarely in stock

Absolutely appalling product and service. I refuse to use Getir as they're the reason this once invaluable app has gone downhill. What a shame.

They always send vegetable with short use by dates, but this time they sent them without any dates at all. When I asked about this I was told the courgettes use by date is December (it's currently September) and was advised to just not order them again. Never got the dates!

Absolute scam of an app! I invited people on the promise of receiving a £10 promo it never happens! Deleting this rubbish off my phone! Don’t waste your time inviting people for a £10 promo because it’s all BS!
AVIOD this app!!

The Gorilla has fallen heavily.
Within a month they have degraded so badly. Low stock, products send not as they are described.
Their delivery staff is still good. But also they now blend with Getir.
Customer service on the chat is f*kd up. They simply ignore the facts and say nothing happened. I don’t think they are even in the UK.
One pays £3 for delivery btw.
They used to be fresh good, was proud to have the as an option. Now it is jsut pure low level stuff

Absolutely disgusted with this so called company, made an order an it was cancelled for no reason and my money would be refunded in 2 days, so no money no food, stay clear of these people, customer service is atrocious and nobody cares, STAY AWAY!!!!!!!!!!!! Would give 0 stars but not an option

Used to be so good delivering shopping in 10 minutes or less now you’re lucky if you get it within 40 minutes.

Absolute terrible customer service. Rude and incompetent and threatened to cut me off from their services for pointing out their own mistakes. Accused me of creating multiple accounts to trick them, when they are sending me the same promotional codes on the SAME EMAIL ADDRESS. Absolutely incompetent. Overpriced and absolutely pointless to shop with them.

This service has gone from delivering groceries within 20 minutes to being a buggy, unreliable mess that literally takes your money and then doesn't deliver anything.
The app says "payment failed" but does actually take your money, then they just put you on the "Sorry for the delay. We will be at your door soon" lying message. No way of contacting them by phone, the only option is to use the chatbot that just goes round in circles, claiming that they only work "between 6:30AM and 11PM" but despite it being 3pm, no one is there to help. Shameful lack of care and the business must be going down the drain as they are now just using Getir drivers. Probably trying to scam as many people as possible before liquidating the company and not paying any tax. AVOID!!!

I feel scammed. Please be careful if you have a card saved with them on their app I bought some items but it wasn’t enough for a promo so clicked “back” to edit my order and the order went through anyway (I also wanted to edit the credit card I had saved with them). There’s no way to cancel your order which I found out when this happened. Customer service weren’t very helpful and claimed I had “checked out” which was untrue (I am not new to ordering via them - or online generally - so basically they were telling me I am a liar). I won’t give them a better review - or use them again - unless they sort it out.