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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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!
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.
