Deliveroo has a severely fractured service marked by systemic failures in order fulfillment, refund handling, and driver conduct, with the 1.1/5 rating reflecting widespread customer dissatisfaction despite rare instances of effective customer support intervention.
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NEVER use this company!!!!!!!!! They didn’t deliver 50% of my 80 pound order, and told me there was nothing they could do because their system was always right, and it said I got everything. After I left a bad review, I received a call soon after stating that they called Sainsbury and that my third bag of groceries was left behind. I could have a 40 pound refund, or they would send my missing items. I wanted the items, so I said deliver them. Over an hour later they deliver me 15 pounds worth of repeat random items from my prior order that I had already received. NOT the 40 pounds of items I needed to make dinner. Filed another complaint, and said they can’t help me. Again, they are not in the wrong, and they are stealing my 40 pounds. It’s now 11:30pm, I’ve wasted most of my evening on this, and we aren’t eating dinner on our first day of vacation. THEFT! That is what this is called in the USA. I should file a police report.
Great customer support over a chaotic 24-hour popcorn saga! I wanted to leave a review specifically to thank the customer support team (especially Angel Rose) for handling a very frustrating situation with a lot of care. There was a 24-hour saga of me attempting to buy my latest obsession (the Proper Mature Cheddar popcorn) which I ordered twice yesterday from different shops, but my orders kept getting cancelled. Later, when I placed an order with Asda and they accepted it but removed my protein shakes, I logically assumed they DID have the popcorn and that the shakes were the only issue. I even had customer service trying to call Asda to cancel and redo it so I could add the popcorn back, but Asda wouldn't answer the phone. When today I placed a £23 order from Asda who claimed they had the popcorn, I explicitly selected "cancel entire order if unavailable" to ensure I secured the popcorn. Instead, the shop completely ignored my instructions, substituting it with sweet popcorn, so I felt like I was left out of pocket for an order when the main thing wasn't delivered (the mature cheddar popcorn packs). After speaking with support, Angel stepped up, listened to the math of this situation, and looked at my previous attempts and calls (I'd been trying to contact other shops which said they had the popcorn but no one was answering, and another lovely customer service rep also tried to call them for me plus she saw my orders and calls from the day prior). She gave me a generous £10 goodwill credit to make things right. After this, I finally managed to get through to the only shop claiming they had it which answered the phone, but it was out of stock anyway (Nisa Local Wandsworth, so I'm glad I didn't order from there using my credit and made the right call to check first). While the inventory tracking at some of these local shops is wrong, Deliveroo's customer service team actually listened and did the right thing after a chaotic turn of events. Thanks for sorting out the credit and helping me out, I really appreciate it!
Would give minus 5 if I could. Got a leaflet through door offering 50% off first order and free delivery with Prime. Not sure on free delivery as prices very high but did not get 50% off. Contacted by chat but not interested in helping even though sent copy of leafletas proof of offer.Should have checked Trustpilot first before trying, did not offer any refund or discount. Do not use !
Just used them for the first time, unfortunately had some items missing so went on chat. Had someone say they believe me that items are missing but they cannot do anything about it. First time using it and ive already requested for my account to be deleted. No idea why it has to be requested and they don't just delete it.
This was the worst delivery experience I’ve had. Unfortunately, communication with the delivery driver was extremely difficult, which made resolving the issue unnecessarily complicated. The driver ended the call when trying to explain the difficulty in locating the address, and I then had to contact support myself. After speaking with support, it became clear that the address provided was correct, although they also appeared to have difficulty communicating with the rider. Overall, the experience was very frustrating, and I will try to avoid using this service in the future.
Idiot Deliveroo person on moped reg FH19PYG illegally riding and parking on pavement. Dog's Head Street, Ipswich 12:50hrs 20/05/26.
Absolute joke of a company half the stuff on ur app is more than what it costs to get from the actual shop itself! Sainsburys for example frozen prawns are usually 2.60 a pack but because I’m getting it off Deliveroo they charge £3.80 for the same pack?!! Why u putting a premium on products when we already pay fees in picking and packing as well as delivery charge?! Ur extorting people for the pure sake of using your app!! And u had the cheek to refund me to my Deliveroo account items that were missing when I opted for it to go back to my payment method! And now that refund of mine can’t be used because u put a time limit on it!! It’s my ducking money how dare u put time limits on people’s refund forcing them to spend more with u just to get their refund back in goods instead!! Ur becoming an absolute joke! Ur doing 50% off voucher over £15 spend and the voucher code never works when I get them through! I’m now done using your app it’s getting to the point the price outweighs convenience in my opinion I rather walk to shop and back it’s far more cheaper! U will be responsible for Your own downfall eventually when people stop using your app
Cold food. Awful customer service. They offered a small percentage as a refund as thought it acceptable. The food was awful and stone cold. I will be requesting a full refund via my bank. DO NOT use Deliveroo. Just Eat is much much better!!
Hello Deliveroo, What exactly has happened to Deliveroo in the Chafford Hundred / Grays area? At this point the service has become completely unreliable and honestly unusable. Orders are accepted, then left sitting for 30, 60, sometimes even 90 minutes waiting for a rider before being cancelled. This is happening repeatedly, not occasionally. It’s genuinely impressive how Deliveroo manages to charge service fees while seemingly having no actual delivery capacity in the area. Uber Eats and Just Eat somehow manage to deliver the same restaurants without turning every order into a guessing game. If there are no riders covering RM16 properly anymore, then customers should be told upfront instead of wasting over an hour waiting for food that never arrives. Please escalate this issue internally because the service quality in this area has dropped massively.
Rude cx service rep, ended the chat before I had even finished explaining my issue with an order. The agent was called Catherine who joined the chat 17:34pm 19/05/26 rude and terrible service. They also use AI now to resolve our queries and they state that at the top of the chat.
I paid extra for faster delivery and it didn't arrive any sooner !
Useless delivery company - my order was missing multiple items and they only refunded 1/3 that was missing so now I’m out of pocket and not got what I ordered - can’t speak to a real person and if I could they definitely wouldn’t have a clue what to do or how to actually help.
They sent me the wrong portion size. I paid for the large one and sent me the regular one. When filing a complaint they said they “evaluated the evidence provided and account history” and decided I am not eligible for refund. That’s scamming.
Not only do they allow takeaway places to continue to sell cold food or even just about lukewarm there refunds are just as appalling as justeats and I think they should do better or just existing as a fastfood delivery company
You had one good thing. "SORT BY DISTANCE" and you took away that My days 😅 you may want to listen to the people who have left over 2 thousand 1 star reviews You absolute whoppers
Based on 26 verified customer reviews, Deliveroo holds an average rating of 1.1 out of 5 — rated Bad on ReviewTerminal. 4% of customers gave 4 or 5 stars.
