Deliveroo: Food Delivery App

Most of the deliveries are on time though occasionally they are late and no updates are reflected in the app regarding the tardiness. However, a few times when I haven’t gotten my food after a long wait the customer service staff would give me a call to ask me about it. One thing which I can’t get my head around is why there isn’t a remarks section to add to our order. Previously I put my requests in the allergy section if I wanted to customise the order and the requests had been fulfilled (ie no chilli in noodles or no beanprouts etc). Now instead, they put a call link to the eatery that we are ordering from under the allergy section. Personally, I’m not too fond of talking over the phone and thought that having a remarks section to customise our orders would be preferable as there is a record which the eatery can refer to. Would be large improvement if this can be addressed as a number of people have feedbacked on this issue.

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Worst customer service ever. The app is stupid enough to reflect results that don’t deliver to my place even though I had my address preloaded. Wasted everyone single of of my family’s time to look through the menu and select what they want, only to be disappointed at the shop for not delivering to our place. Hence in the next order, we had to try out whether the place delivers to our place by trial and error. And as if it was not bad enough the previous time, this time while we were trying out, our order went straight through and we couldn’t cancel the order at all. Though it was something we wanted to order in the first place, we were unable to add more food items in. Tried calling the customer service line immediately but it was as if someone hung up all their phones and 6 attempted calls all didn’t go through at all. Trust the chat, yet met unhelpful agents who refused to help add items to our order and insist on us making a second order and paying delivery charge AGAIN. We requested for a waiver of delivery fee, they refused too. With all that said, it all happened because their app is too stupid and showed results that didn’t deliver to our place. This is not my first experience of inconveniences caused.

App is fine, I enjoy the tracker system once an order is placed, it’s quite accurate. I also enjoyed the Deliveroo Editions restaurants. Occasionally during busy times I have waited an hour or longer than the estimated times given from when I would order. At those busy times the app would bounce me from driver to driver, up to 20 different switches in one order which was frustrating. Instead of any real value from the company for waiting for so long the app would simply say “oops, sorry we will look into that.” Some sort of customer retention would have been appreciated. Recently the minimum order amount has been changed to $25 dollars (from $10), anything less than this and you will need to pay an additional $5 dollars. I’ve ended up cancelling my Plus plan and will take my business elsewhere from here on out.

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App requires some system improvements like allowing users to de-select the promo vouchers instead of automatically add in. Also the checkout value of minimum $0.50 should be stated clear to the customers as some of us have refund credits given and may be used on some food values as long as $0.00. I’ve personally experienced this and the system constantly asked me to update my payment method(WHICH IS CORRECT), instead of telling me I have to meet the required $0.50 checkout value. Spent a good 30mins trying to clarify with the customer service(CS), but all they did was to repeat what the APP system(which is faulty) to me - saying I’ve incorrect payment info, or that I have not enough funds to pay $0.20. As frustrated as I am, I was also confident that it was the app mistakes and not my payment information’s fault. After 30mins of debating whether my card information was the issue or not, the CS(after speaking to the manager<<initially thought my card was the problem also) can finally conclude that my checkout value did not meet the required of $0.50. The fact that the CS and the managerial team was not familiarize well enough to assist me kinda threw me off guard. Hope the CS can learn from this and suggest a more constructive solution in the future instead of persistently asking customers to follow a standard procedure.

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The timing stated for which the food would be delivered kept getting delayed and I have been waiting for more than an hour. When I tried to cancel, there was no option to do so as I was told that cancellation was not allowed once food was being prepared. So I wrote to the customer service via live chat and was told that they are having high influx of orders and system had issues assigning drivers. I was also told that a driver had been assigned to my order and would be arriving in 10-15min. However, after I ended my chat, the timing continue to be delayed and there was no sign of my food being picked up or being delivered yet. My point is if Deliveroo is unable to handle the high volume then don’t take in the orders in the first place. This is something which you should learn from Grab which refused to take in my order during noon which was why I chose deliveroo thinking that you are better. Now I can’t even cancel my order !