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.
What customers love
Customer support staff can be attentive and empowered to resolve complex issues with goodwill credits when properly escalated
App tracking features work effectively for order monitoring
Common concerns
Missing items are routinely not refunded or partially refunded; company denies responsibility and claims system accuracy over customer evidence
Inflated pricing compared to direct merchant purchases; service and delivery fees charged without corresponding value
Delivery drivers frequently fail to arrive, arrive late (30-90 minute waits), or cancel orders without adequate notice or rider availability in certain areas
Customer service representatives end chats prematurely, refuse to escalate issues, and sometimes display rudeness; AI-driven support is ineffective
Delivery drivers exhibit unprofessional behavior including aggression, sexual harassment, and refusal to follow delivery instructions
Paid premium services (faster delivery, Deliveroo Plus) fail to deliver promised benefits; membership fees charged without compensation when terms change
Wrong orders delivered with no resolution; refunds applied only to in-app credit with arbitrary time limits rather than original payment methods
Account closures occur without warning for customers who complain frequently
Customers mention
missing items and refundspricing and feesdelivery delays and cancellationsdriver behavior and professionalismcustomer support failuresaccount and payment issues
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.
