Deliveroo Reviews

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