Deliveroo Reviews 

Lost My Custom

Customer support is extremely poor and customer service staff have little knowledge of the Consumer Rights Act 2015.

We recieved a McDonalds meal brokered through them which was completely cold and the best they could do was award a £3 refund - just a fraction of the total purchase.

The purchase under law did not serve the purpose it was sold for.

I advised them that they would lose me as a customer permanently if they did not fully refund the cost of this disgusting meal.

I have now deleted the account (which was well used recently) and have raised a dispute on the payment with our bank.

On the so called customer service chat both the initial customer service operative and the team leader lacked little ability to place themselves in the consumers position.

We will use Uber Eats or another provider in the future.

Customer Lost

The rider was late but someone give Lizi she made my order much less complicated. Thank you Lizi

Ordered a food delivery only got 1 item out of 25 then told have to wait 48hours for outcome no food in house driver lied and said another car was delivering it but we where told he forgot bags spoke to manager very nice but still couldn’t do anything please do not use this company

NO REFUNDS WHATS SO EVER!
They don't get the timing right. The food was cold. And like cardboard. I tried getting a refund of £55 from China City, they said that it was deliveroo's fault. Deliveroo said that I couldn't have a refund so I was out of pocket £55 which was a treat for my partner, that turned into a nightmare! NEVER AGAIN WOULD I USE DELIVEROO, OR CHINA CITY AGAIN!

Zero customer service when I informed Deliveroo that two items were missing from my order. Their automated chat told me that no credit or refund would be given but no explanation was given. This is the first time I have used Deliveroo and it will be the last as I have already deleted my account. I’ve never encountered a company with so little accountability or professionalism

Just received an order I had placed with Go Puff on Deliveroo in London. The rider (wearing a helmet indoors, guy in his 20s, 5’5”) checked my ID, got the code from me and then handed the bag. I saw almost 10-12 items were missing and only two items were in the bag. I raise this and he says to raise it with Go Puff. I run inside the flat to check my phone to see if there’s a notification for items not found or maybe another driver bringing the rest of the order and come out and this guy runs away while I’m calling after him?????

Contact the Deliveroo support chat who don’t have a phone number not even for emergencies. And first reaction I get is “well you gave him the code so we can’t help”. I keep chasing because I’m absolutely terrified they sent an actual criminal to my door step.

Just beware when you use Deliveroo.
I’m so wary this major app in the UK works like this. And imagine my surprise (or lack thereof) when I see their review score here. How is this still legal???? I’ve just finished chatting with their support team which appears to be an incompetent badly trained chatbot and spent an HOUR explaining the situation.

They need a new delivery driver payment system. Paying per delivery results in drivers cancelling if an order isn’t immediately ready for delivery which then means food gets cold so the restaurant then needs to re cook which then means the food isn’t ready for collection for the next driver and that creates significant delays or lack of quality. I once waited 2 hrs in order to be allowed to cancel an order. Honestly if there was a better alternative Deliveroo wouldn’t exist

The restaurant sold me a sorbet (vegan) and delivered an ice cream (lactose) and Deliveroo thinks is ok not giving the refund.
The guy left the chat twice and let me talking by myself.
Terrible customer service.

Very poor service. Its a scam to loot people. I had a buy 1 get 1 free offer on the app and added the items to see if i qualify. It added price for 2 items so I clicked on next screen to see if it applies on the next page and it placed an order. I tried cancelling within 2 seconds and it said restaurant has already accepted and started preparing. Online agent was useless who took long to respond and didn't cancel the order. Order was delivered 15 minutes late. So ended up buying wrong items for twice the price. Will never use deliveroo again.

This company is operating an illegal human trafficking ring. They hire illegal immigrants, using illegal vehicles such as high powered e-bikes. Their mopeds also do not have business insurance in most instances. This company is responsible for turning Britain and indeed cities across the world into no-go zones.

Food came unsealed

I can accept that restaurants sometimes get it wrong. What I cannot accept is paying a platform that markets itself as protecting customers, only to discover that when a genuine dispute arises, the restaurant is effectively the final arbiter of its own complaint.

If Deliveroo cannot independently assess quality complaints and simply relays the restaurant's decision, what exactly is the customer paying a service fee for?

The outcome I'm facing.
The restaurant maintained that the food met its quality standards, and Deliveroo simply accepted that position.
No replacement.
No refund.
No further investigation.

Deliveroo positions itself as the platform that gives customers confidence when ordering from independent restaurants. Its marketing is built around convenience, reliability and customer support when things don't go to plan.

My experience was the exact opposite.

If only there was a zero star option. Deliveroo can only be summarised as lazy customer service experience. They all act as if they are doing you a favour with a premium price tag on. From those delivering to the platform itself. It’s a really poor vicious cycle of a bad business model. Tonight I received two orders that belonged to someone else. And had plenty of items I marked do not substitute replaced. The best they could offer? Not good enough. The kids had to have cereal for dinner.

Terrible. After ordering from Deliveroo on a twice weekly if not more basis, I ordered a shop from Sainsbury's in Chertsey today. The order arrived on time, despite a substitution - which I accepted. However the driver said that he only had one bag of shopping and that another driver would be arriving with the other two bags. An hour later. Still nothing. I contacted the customer service chat. They decided through their review they werent going to offer compensation. I dont want compensation. Just the food I ordered for my kids dinner. Now £50 out of pocket. Jokers. Will delete my account. Dont use them.

I had a £30 gift card which I applied to my account. It shows up in my gift card balance, but I am completely unable to use it as it just doesn't seem to work. Customer service has been a nightmare to deal with, and in the end, their advice was ‘feel free to keep trying'.

One of the most rubbish things is - F*** driver picks the order and then went to completley different location and Deliveroo do nothing after reporting!

shut your shop!

Overall performance is excellent with reliable service.

Update on my review in Chesterfield: keep all details and ask your bank to reverse charges after one month has passed. You will get your money back. Do not let Deliveroo to get away with it!

Absolute shambles they take no responsibility for orders and still charge delivery and services fees when the order is wrong, and then send muggy messages apologising and being a beg about it, I would rather crawl through broken glass to the shops than use these charlatans, the only reason I ordered anything was because it’s coming home….