• Deliveroo

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Overview

Deliveroo has a rating of 1.78 stars from 9 reviews, indicating that most customers are generally dissatisfied with their purchases. Deliveroo ranks 124th among Food Delivery sites.

  • Service
    4
  • Value
    5
  • Shipping
    4
  • Returns
    3
  • Quality
    5
Positive reviews (last 12 months): 0%
Positive
0
Neutral
1
Negative
2
See all photos
How would you rate Deliveroo?
Top Positive Review

“Great service”

Grant A.
10/17/21

Polite efficient drivers. Orders arrive hot and complete. Great selection of restaurants unlike major competitor.

Top Critical Review

“Vile customer service and unacceptable standards.”

Jamie W.
9/4/22

Ordered hot food from an establishment. Arrived stone cold and soggy where it had been at the establishment waiting for so long for a driver to collect. Highlighted this to deliveroo. There response was... successful delivery, still edible... gave 4 pound refund from a 38pound order. Year over 20 pounds of the the food was cold.

Reviews (9)

Rating

Timeframe

Other

Thumbnail of user jamiew771
1 review
0 helpful votes
September 4th, 2022

Ordered hot food from an establishment. Arrived stone cold and soggy where it had been at the establishment waiting for so long for a driver to collect. Highlighted this to deliveroo. There response was... successful delivery, still edible... gave 4 pound refund from a 38pound order. Year over 20 pounds of the the food was cold.

Thumbnail of user teej54
1 review
0 helpful votes
August 26th, 2022

I ordered from morrisons groceries through deliveroo app. Some items were out of stock and deliveroo apparently gave me a refund. The refund takes upto 7 working days. Well it's been a month and I still haven't received my refund. They don't respond to emails, messages through I instgram or trust pilot. They don't Give a crap about customers.

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Value
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Thumbnail of user granta73
1 review
0 helpful votes
October 17th, 2021

Polite efficient drivers. Orders arrive hot and complete. Great selection of restaurants unlike major competitor.

Service
Value
Quality
Thumbnail of user sedefk
1 review
0 helpful votes
October 27th, 2023

I ordered food this evening. I was told that the driver had called me and could not reach me and so he left.

When I contacted them they said the driver called. I told them there were no missed calls, I was told he called another number and claimed I provided the wrong number. However, my account with deliveroo has all my details including my phone number. I have ordered from Deliveroo many times, and had no problems as such before.

However, they said I gave a wrong number, thus it was my fault and refused to refund 63 pounds that I had spent. I have never seen such a treatment of customers like this before.

Outright refusal with no further investigation! Never again!

Thumbnail of user jcs42
2 reviews
2 helpful votes
October 15th, 2023

THIS COMPANY ARE HORRIBLE, order never arrived but CS first said the driver was wait to deliver and couldn't, later the order was delivered and the code was put as received, can't tell what code was given to driver, so they can put any number and mark as delivered. Really a joke this company. AVOID AT ALL COST, they are horrible and the CustumerService area JOKE AND USELESS. Bunch of thiefs... ended up without food or money.

Tip for consumers:
THIS COMPANY ARE HORRIBLE, order never arrived but CS first said the driver was wait to deliver and couldn't, later the order was delivered and the code was put as received, can't tell what code was given to driver, so they can put any number and mark as delivered. Really a joke this company. AVOID AT ALL COST, they are horrible and the CustumerService area JOKE AND USELESS. Bunch of thiefs... ended up without food or money.

Products used:
Nothing. Never rece6the order

Service
Value
Shipping
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Thumbnail of user jamesh2651
60 reviews
85 helpful votes
May 4th, 2021
• Updated review

So I get an email from Deliveroo stating they are increasing their service charge from a flat 49p per order to 5% of the order total. In my opinion, 49p is way too much for the shoddy "customer service" they provide and now they want more? Stick with the places that offer their own delivery service and avoid Deliveroo. They aren't worth your time.

Not bad, but needs improvement in customer service.
April 8th, 2021
• Previous review

I've used Deliveroo several times and the service has been very good. The drivers are normally quick and the food delivered hot. I do take issue with the customer service end of the business. The customer service people do the absolute minimum to address problems. I mean MINIMUM. I tried to report an error on one of the restaurant's menus where you were forced to choose a "sauce" even if you wanted it plain. If you didn't choose a sauce, you couldn't order the item. I received a reply a couple of days later stating they would correct the problem... that was over three weeks ago and the problem still exists. Luckily the restaurant has their own website and they offer a choice of no sauce. So when I order form that restaurant, I skip Deliveroo and do it from the restaurant's website... Sorry Deliveroo, you lose.

Tip for consumers:
Beware of glitches on the website. If it's not working properly or you feel something is missing, then check to see if the restaurant has it's own website or is listed on Just Eat. If Deliveroo doesn't care enough to fix it's problems, then take your business and money elsewhere.

Thumbnail of user vd65
1 review
0 helpful votes
October 4th, 2022

Never experienced anything like it, feels like we got robbed. Our food never arrived, Deliveroo wouldn't refund our money or even discuss it. A Which Magazine survey found 59% of their customers have had a similar experience. Will never use them again.

Service
Value
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Thumbnail of user benh57
14 reviews
63 helpful votes
December 31st, 2018

A lengthy review regards my experience of being a cyclist courier with Deliveroo and how it is today.

All seemed to be brilliant when I started delivering back in summer 2016, we were paid by the hour, it wasn't minimum wage but still it was a stable means of income. The downside is that it is no where near as flexible such as what Uber Eats is than it makes itself out to be. What I mean by that is that in order to go out delivering for Deliveroo, there is this schedule. And riders are having to apply for shifts on this schedule to then be approved on this schedule for what hours any rider puts themselves down for so for example. I may apply for say 30 hours on any given week when a new schedule gets published each week. Usually on a Monday. I would maybe be approved to go out delivering for 20 out of them 30 hours I had put myself down for. That's what I mean in it not having that flexibility that Deliveroo are making itself out to be.

Various changes have been rolled out over this past couple of years and people may have read that riders are not classed as employees. But 10 million pound worth of shares have been split between employees of Deliveroo meaning since riders are not classed as employees they aren't and don't get an entitlement to a share of that pot, and it is the riders that put the most effort in providing that service to delivering to customers than those employees who are sitting in an office facing a computer screen or whatever. A new payment system has been implemented for riders working in the front line in delivering for Deliveroo. The pay structure ranges from around £3.80 to £6 per DROP according to distance to where the takeaway is destined to the customer. £3.80 or so for short distances of less than a mile and £6 for distances of up to 3 miles but no less than 2 and a half miles and unlike the old system to which riders were paid by the hour, there is a risk factor in that meaning since riders are only paid by the drop today, if there is nothing to pick up to deliver over the course of an hour for example, you don't earn anything.

Rider support for cyclist couriers is nonsense. Many occasion I have phoned up, they barely understand what I am saying to them and It feels like they are reading from a script most of the time. They can barely understand the number "0" and "2" Deliveroo's Rider support are the very people who have never even been on the front line in delivering themselves therefore, will never know how it is or understand what any given rider phone's up about to them.

Current riders are encouraged to recruit new riders using their own unique referral code for a cash bonus. £50 for the new rider who completes a set amount of deliveries and £100 - £250 for the rider who referred the new rider. In doing so they do risk being tossed to one side after a while in favour of Deliveroo using new riders that have signed up to deliver for them. This would reflect in the availability of hours Deliveroo would make available to the rider, eventually on the schedule to any rider who has been delivering for Deliveroo for a while would see all hours on any day of the week as "FULL".

Boycotting. Deliveroo Ireland have been issuing warnings to restaurants in the republic of Ireland currently using the Deliveroo service of raising the commission rates from 30% to 35% while using the Uber Eats service at the same time (source - thejournal.ie)...

Thumbnail of user sarahc2142
10 reviews
10 helpful votes
May 14th, 2023

Okay ordering, I've had positive experiences in the past where I have ordered from hotels etc. Some drivers friendly and food comes on time. Recently had a very rude one. She rang my apartment number through intercom and just said, "Can I get in!". No idea who it was but let them in anyway. She came knocking on the door with my order and asked for the code. My code was 93 and I had to say it 5 times and then wouldn't accept it saying, "It's not the right code!" So grabbed my iPad with the order and code and showed it to her. She replied with "Ok" and it worked fine. She clearly wanted to reject my order and eat my food.

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Quality

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1.8
9 reviews
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