Deliveroo: Food Delivery App 12+

Just used Deliveroo for the first time to deliver an order from our local co-op. Arrived at the speed of light! Well done Deliveroo and the Co-op! By way of a postscript: although we were charged for our original order there were a few items which were substituted for items of lesser value (which in themselves were ok, even if not what we ordered) and one item which was substituted by something we did not want, and for considerably less value. Having raised this with Deliveroo we received a reasonably quick response, apologising and saying our Deliveroo account had been credited with a sum (in excess of the amount overcharged us) which we could use against any Deliveroo order in the next three months. BUT I don’t want a time limited credit against a future Deliveroo order: I want my money back (which is what you’d get with any other supermarket). So this is the big flaw with using Deliveroo for grocery deliveries where (especially these days) there’s every chance there will be substitutions: you have no direct relationship with the supplier as all the money goes through Deliveroo, as do any complaints. I still think the service is good in terms of speed and convenience but not being able to get my money back is a big sticking point for me and as I do not want to run the risk of ordering through them again and being overcharged if the order is not what we want, sadly, I wont be using them again.

I’ve used Deliveroo for the past three years. A LOT. Never had a serious problem with them, and they deal with wrong orders quite often. However, yesterday I order wings and chicken wrap from a restaurant via Deliveroo, ate the wings and had diarrhoea after two hours. I thought maybe I ate something else bad that day. This morning, ate the chicken wrap after properly microwaved, and had diarrhoea again two hours later. This time I can be sure because I didn’t eat anything else the whole day, not even coffee. Asked for their help via Order Help, transferred me to their manager, and all they ask is my permission to pass my information to the restaurant for them to contact me directly. Dude, there’s a REASON I ordered via Deliveroo and paid the extra fees, instead of ordering directly from restaurants! I don’t feel safe to pass my info around to individual restaurants, and I trusted you to help me about it, and that’s your answer? Very well, thank you for making me finally decide to say goodbye to deliveries and start to cook for myself. By losing a loyal customer who spent almost 2/3 of each month’s income on you, I hope your business continue to bloom by sucking more blood and turning back to your customers when they need real help. Oh, did I mention that two years ago my account was stolen and they just asked me to close it and open a new account? Well done, Deliveroo.