Deliveroo Recensioni 

Multiple unneccesary fees constantly adding on.

HORRENDOUS CUSTOMER SERVICE AND APPALLING DECISION MAKING.

This is for order 2261.

I would like to make a formal complaint about a service I have received from you.

On the 27th January, I placed an order with one of your restaurant. As soon as the order was placed, I followed the normal process to "add a dietary requirement". That process took me to your service and to one of your support team members. I explained the situation and asked him to share the restaurant's details so that I could contact them. As you can see from the recorded conversation, he gave me the WRONG phone number - instead of giving me the restaurant's phone number, I was given Deliveroo's number again. I called back and explained the situation and they then offered to call to restaurant, but given that that particular restaurant is very quick to prepare the order, by the time Delivery did the right thing and contacted them, it was too late. The order was received with the wrong dietary requirement, which meant that it could not be eaten due to allergies. When I then spoke to 2 of your customer representative to request the refund of that particular dish (NOT EVEN THE FULL ORDER), I was told that there was NOTHING that could be done (no refund and no compensation), even though the customer representatives CONFIRMED that the mistake had been on Deliveroo's side, during that first phone call.

I would like to know how I can appeal that decision which is ludicrous. I did everything I was supposed to do through the app but unfortunately due to YOUR mistake, I could not add my dietary requirement and eat what I received.

Given that phone calls are recorded and that the mistake is very clearly on your side, I would also like to know what I can do outside Deliveroo to take this matter further. It is a JOKE that you can agree that you made the mistake, that I did everything right and that you still don't take accountability by providing the refund of the order that could not be consumed.

Please let me know how I can take this further, within or outside Deliveroo.

An app that lies!
The app told us that the driver was waiting at the restaurant. We called the restaurant and they said the order was ready and they were waiting for the rider.....
I believed the restaurant. Anyway, good thing they refund you when your food is cold....

Awful customer service. 3 incorrect items with photos and no resolution or help from customer service. What a waste of time trying to receive help and money that I never got back.

Worst customer service. Deliveroo appears to be enabling scams by partnering with subpar restaurants.

Awful customer service, incompetent staff. Wish I could upload photos on here of the round and round conversation I’ve just had to try and get a refund for the item we did not receive (again).

They don't pay thier delivery drivers enough they take all their money while riders are doing all the job out there in the rain cold freezing condition stop taking big cut of commission and be reasonable to those hard working people

One order took nearly two hours to have a rider assigned but the restaurant had already prepared the order so the full order was stone cold. I complained and got less than 10% refund as an account credit.

Tried again a week later to use the credit and the order was cold again as the driver had more than one order and one of our items had missing ingredients. The order was £20.49 and we got a ridiculous refund of £0.49. Will never use again

Wish I could give no stars, absolutely awful service. Their driver took over 30 mins to deliver food from a restaurant less than 5 mins away. Everything was stone cold and they only refunded £5 of a £20 bill. I queried this and asked for full refund and got this nonsense reply:

However, please know that the compensation is calculated based on the fractional amount of the food cost. We highly value your input and it is carefully considered to enhance our service.

What does that even mean? It's nonsense, they are crooks and don't care about their customers or the restaurants they are taking money from. Will be going back to the alternative delivery companies.

Terrible service for Diamond customers ! I received a banana bread instead of a blueberry cake. I don’t eat bananas so the banana bread is going to be wasted. Deliveroo is refusing to send me a replacement and refusing to refund me after I provided pictures of the item received and of the receipt showing the discrepancy. This is unacceptable ! I am paying almost 20 pounds a month to have a premium service and this is what I get. They are telling me to complain to the shop where I ordered from, which I won’t do because their service is usually great contrary to Deliveroo’s. What I am going to do is cancel my Diamond Subscription.

Horrendous customer service. They delivered the wrong order and rather than send me the order and refund the money, they refused to do so. Stating I could either get a refund and eat the food I received (I have an Allergy!!) or just have the food redelivered and pay full price. Totally backwards!

I ordered food via Deliveroo to a pub, the driver tried to contact me but I missed his call.
I did return the call a couple of times but he didn’t answer.
Live chat were no help, they told me that food was left on the doorstep. The pub was open and he could have handed delivery to bar staff. It’s just plain common sense.
I asked for proof of delivery (picture) but Deliveroo didn’t have any proof and said they cannot offer a refund.
Very disappointing service, will never use again.

Deliveroo are absolutely unprofessional, and a waste of time!
I ordered from them, their delivery guy came to my building and asked me to leave my home late at night to meet him, I said I was unable to, so he decided to come up, and urinate near my door, my ring door camera recorded everything, I’ve contacted Deliveroo, they did nothing about it, did not refund the order which I threw away after seeing such disgusting unacceptable behaviour.
They’ve wasted my time with emails going back and forth, and literally did nothing about it.
I’ve had better experiences with other delivery app and have read so much negative reviews regarding Deliveroo, I will no longer use their app and will share this with everyone I know.
Do not rely on them, they’re unprofessional, and even after receiving evidence of the urination they did nothing regarding the mess, nothing regarding the order or any compensation.

Extremely disappointed as someone who has been a customer for 10+ years this is devastating. I ordered two different distinct wrapping papers for my Christmas presents and with each wrapping paper I put "please cancel order if not available' separately, so I was expecting that if one of the wrapping papers were not available the entire order would be cancelled. However, the entire order was still sent to me and I was charged with two of the same wrapping papers even though I ordered two different ones (I did this purposely as I wouldn't want all of my presents to be wrapped in the same wrapping paper). I contacted Deliveroo on six occasions and was denied any kind of compensation even tough I would've been only £2.50 in credit. I was then given an email address where I emailed Deliveroo and sent all the evidence including photos, however nothing was done. I have now stopped being a Deliveroo plus customer after being one for over 10 years, I do not plan on coming back unless this is resolved as this is a really a bizarre way to treat the most loyal of customers who have been had been ordering every single day for the past 10 plus years. My name is Sofia Lucic I hope something can be done to resolve this as it's extremely disappointing and a huge waste of money. When you put 'cancel entire order if unavailable' and are denied a refund you feel bamboozled - especially during the Christmas period which is hectic and expensive in itself. The order number is 0761 if you wish to look into it and see how I was wronged. I'm usually a kind and understanding person and often don't even complain even when mistakes are made but this has happened far too many times now.

Left review while ago after being over charged on 23/11/24 4 weeks later 23/12/24 heard back again still nothing done or being done pasted from pillor to post apologies for what's happened however upon looking they can see no issue.. clearly not interested clear from looking on here I'm not the only one. IF YOU HAVE ISSUES WITH THEM CONTACT YOUR BANK AND STOP PAYMENT UNTILL DISPUTE HAS BEEN RECTIFIED OR BETTER STILL JUST USE ANOTHER COMPANY. READ OTHER REVIEWS SEEMS TO BE A THEME HERE

I placed an order, excited to enjoy my meal, but what happened next was beyond shocking. The rider didn’t hand it to me in person. Instead, he dropped it in the middle of the road, took a photo, and left. When I saw the picture, I had to search for the spot where he abandoned my food. By the time I got there, my meal was gone.

I reached out to Deliveroo, expecting them to make things right, but they coldly told me there was nothing they could do—that my money and meal were lost. I couldn’t believe it. They took my hard-earned money and left me with nothing.

This has been such a heartbreaking experience. The lack of care, accountability, and empathy is staggering. I’m devastated and deeply disappointed. Avoid Deliveroo at all costs—they will take your money and leave you with nothing but frustration and regret.

This company is a thief. They have been stealing my money, for deliveroo plus when I cancelled it months ago and stopped using them. Then they make it ridiculously hard to contact them and don't get a reply when you finally get through.

Please people, stop using them. Sink this abhorrent company. Just eat is way better and Uber eats is better than Deliveroo.

Consistently poor service with prices increasing month on month. Food delivery in the UK is becoming a complete gamble in regards to whether it will turn up at all or whether it will be even suitably warm to consume.

Wow! I paid £65 for my order, it was very much delayed - took about 45 mins until I got a notification saying the driver was coming to me, then delivered to the wrong address (which was my parent's address) and then refused to give it to them to take on my behalf because they didn't have the code. So, essentially the stole my order. And customer services refused to refund me after half an hour on the phone to them and trying to explain this is illegal. I am now very hungry, and £65 out of pocket. I will just have to get this money back from my credit card company. Will never use Deliveroo again - what an awful experience.

Do not pay for premium services ! One time out of two my hot drink has spilled in the bag, the lid is not shut properly and all the food in the bag is wasted. Now Deliveroo is refusing to give me a refund, after asking me to send pictures and pictures again, they are going to « investigate », what a joke ! I will cancel my subscription straight away, waste of time and waste of money.