Review Insights · Google Play
Deliveroo: Food & Shopping
Deliveroo · 1,417,668 ratings · ★ 4.6
4.6
★★★★★
1,417,668 ratings
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Top complaints - extracted from 58 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
17 negative reviews mention this · 29% of all complaints
★★★★★ "was using it while they had the 1+1 offers. now to get the 1+1 you need to subscribe to plus. Love how deliveroo thinks there isn't any competition with better offers prices and service. Plus ridiculously high service charges and as many ha…" - Mario
2
"service"
14 negative reviews mention this · 24% of all complaints
★★★★★ "was using it while they had the 1+1 offers. now to get the 1+1 you need to subscribe to plus. Love how deliveroo thinks there isn't any competition with better offers prices and service. Plus ridiculously high service charges and as many ha…" - Mario
3
"delivery"
14 negative reviews mention this · 24% of all complaints
★★★★★ "items missing from a food delivery was told by deliveroo that a partial refund would be given for the missing item, unfortunately weeks later still no refund so no more deliveroo also uninstalled the app as the company is not trustworthy." - Stephen Townsend
4
"deliveroo"
10 negative reviews mention this · 17% of all complaints
★★★★★ "was using it while they had the 1+1 offers. now to get the 1+1 you need to subscribe to plus. Love how deliveroo thinks there isn't any competition with better offers prices and service. Plus ridiculously high service charges and as many ha…" - Mario
5
"food"
10 negative reviews mention this · 17% of all complaints
★★★★★ "items missing from a food delivery was told by deliveroo that a partial refund would be given for the missing item, unfortunately weeks later still no refund so no more deliveroo also uninstalled the app as the company is not trustworthy." - Stephen Townsend
6
"items"
9 negative reviews mention this · 16% of all complaints
★★★★★ "items missing from a food delivery was told by deliveroo that a partial refund would be given for the missing item, unfortunately weeks later still no refund so no more deliveroo also uninstalled the app as the company is not trustworthy." - Stephen Townsend
7
"refund"
9 negative reviews mention this · 16% of all complaints
★★★★★ "items missing from a food delivery was told by deliveroo that a partial refund would be given for the missing item, unfortunately weeks later still no refund so no more deliveroo also uninstalled the app as the company is not trustworthy." - Stephen Townsend
8
"customer"
9 negative reviews mention this · 16% of all complaints
★★★★★ "Terrible customer service. Agents keep escalating a simple issue to senior Agent and then to the account team and ask to wait for 24 to 48 hours for response via email, but no response even after raising it 3 time within 10 days. In the end…" - Paramjeet Singh Dang
9
"company"
6 negative reviews mention this · 10% of all complaints
★★★★★ "the pizza company i was ordering from d said 15 mins. once I placed the order it was 45 mins" - Paul Gallagher
10
"money"
6 negative reviews mention this · 10% of all complaints
★★★★★ "Any company who uses predatory sponsor completesavings gets a 1* from me. They take advantage of people's inability to understand they are joining a paid service. all to squeeze extra money from consumers. Previously working for a bank it w…" - Dean
11
"terrible"
6 negative reviews mention this · 10% of all complaints
★★★★★ "Terrible customer service. Agents keep escalating a simple issue to senior Agent and then to the account team and ask to wait for 24 to 48 hours for response via email, but no response even after raising it 3 time within 10 days. In the end…" - Paramjeet Singh Dang
📋 All 58 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
was using it while they had the 1+1 offers. now to get the 1+1 you need to subscribe to plus. Love how deliveroo thinks there isn't any competition with better offers prices and service. Plus ridiculously high service charges and as many have mentioned if they get your order wrong you get nothing more than a shrug with some credit
Ads in annoying place
the pizza company i was ordering from d said 15 mins. once I placed the order it was 45 mins
intentionally difficult to stop free trial
Why do you guys make the app available In countries where the app can't be used?
Any company who uses predatory sponsor completesavings gets a 1* from me. They take advantage of people's inability to understand they are joining a paid service. all to squeeze extra money from consumers. Previously working for a bank it was a joke how many people this tricked.
Noticed that some offers and deals disappeared from Android but still exists on IOS. Like there always been Monday fridge filler deals with many grocery shops offering 50% off now suddenly I don't have it anymore but my housemate does. The only difference we have is they have an iPhone and I have an Android. Can this bug please be fixed? I used to be able to filter by offers too and that is also gone.
items missing from a food delivery was told by deliveroo that a partial refund would be given for the missing item, unfortunately weeks later still no refund so no more deliveroo also uninstalled the app as the company is not trustworthy.
Terrible customer service. Agents keep escalating a simple issue to senior Agent and then to the account team and ask to wait for 24 to 48 hours for response via email, but no response even after raising it 3 time within 10 days. In the end, making the excuse that it is ineligible, even when orders with the same items and price were eligible.
horrible experiencia! app horrible, no funciona bien, no tienes opcion a llamar al restaurante como otras apps, no puedes pedir ayuda solo te dicen "este es el estado" y ya no puedes hacer nada, cualquier problema en "help" no te deja hablar con nadie ni una solucion. Pésima app, utilizad JustEat o UberEats.. mucho mejor
As someone who works in Retail, never order through Deliveroo, they neither give us enough time to pick your order nor pay their drivers enough yet charge you around 30% more than the actual in-store price on every item. If you can't walk to the store, order through our own websites that give you correct and lower prices and a very small delivery fee without service charge etc and regular offers. That's the way we can pick properly and do relevant substitutions as you save money.
app no longer opens, just stuck on loading screen. I've updated, uninstalled and reinstalled numerous times with no improvement
They're scammers. Food is always delayed, always cold, often missing items and often the food sold by restaurants is absolutely disgusting. I made claims couple of times, because I had reasons. Now I can be missing whole pizza and they automatically say "Because you made claims in the past we won't refund". Customer service is pathetic. They ignore you and close the chat. unbelievable
very bad experience, charging for only having the app on my phone ????
I am extremely disappointed with my experience using the Deliveroo app. First of all, it is unacceptable that there is no straightforward way to contact customer support. When something goes wrong with an order, customers should not have to waste time searching for help or be left with no means of speaking to a real person. My order has been delayed for well over an hour, and after the rider picked up my gyros, I could clearly see that he was going to pick another order. My order was cold.
Too many in-app Deliveroo popups for pointless promotions and offers.
nightmare, DO NOT USE
Poor customer service and deceptive with vouchers and discounts
Food was terrible round something foreign inside it wasn't a great choice
moat orders are incorrect.
there was no way to use my voucher at the checkout and just charged my card 🤷
On my first order after downloading the app, one of the items was completely wrong. I contacted customer support through the app to get a refund for it, the agent confirmed the refund. I still didn't receive my money back or any kind of credit/voucher 2 weeks later.
Absolutely awful service. My order was never delivered, yet it was marked as undeliverable without any real attempt to deliver it. When I complained, my concerns were dismissed instead of being properly investigated. Based on my experience, I would not recommend ordering from here.
the box was delivered vertically, everything on top of each other.
free delivery for 30 days but u still pay a small order delivery fee of £3. thats false advertising. you've literally just changed the name of the fee and made a promotion out of it.
when subscribe to Premium they says they will 5€ if order late my one order was 1hour late they paid nothing, another order I wait for two hours to just know that my order was cancelled because restaurant didn't have some items, Also, I had one voucher of 10€ which expired because instead of using available credit this app directly cuts money from your credit account..!! this is worst app.
3 times i order from their app, all 3 times I waited for nothing and my order was cancelled, absolutely terrible experience. I would advise against using the app for it will waste your time
terrible order problem management
Needs more checks on Delivery Accounts
you basically have to pay for a subscription now or you'll wait a long time as you're queued behind those that do. Also expect to be last on the delivery list.
ordered from big fast food chain and item missing. no refund and chat unhelpful.
Absolutely terrible - as a service in the last two years it's essentially become useless. Food always cold; always late; if it arrives at all; zero customer support. Even when premium delivery they still pick up a bunch more to deliver so your food is cold. AVOID.
not working
Nearly impossible to get a meal for less than £20, the fee's added on if you don't subscribe are insane. Bleeding people dry for every penny. Absolutely NOT worth it anymore. I hope deliveroo suffers from it's own greed and collapses. Terrible company.
very expensive rates for the service and delivery
wrong crisps, should been grab bag but isnt
Delivery arrived in a split, wet bag caused by a leaking raw chicken container. Contaminated items had to be thrown away. Support chat was useless, 59 minutes waiting and no resolution or refund. Later realised Deliveroo had inflated prices by 17% compared to the store. Extremely poor value and poor service. I’ll be cancelling my membership and switching to Tesco Whoosh or Sainsbury’s Chop Chop.
I was charged service fees even with a paid subscription
Nearly a decade and it still makes me mad, save your money and cook something yourself
Bad customer service, wouldn't refund for missing items in order. Use JustEat instead.
Worst customer service experience. An item was missing from an order, and the agent said that they can't help with a compensation by redelivery or refund. There was no explanation as to why a compensation couldn't be made. Transferred to 2 agents and recived the exact same reply. Never using this app again.
Informed but not user friendly and it doesn't store other baskets to your account so you don't know if the store is so far away that they can't deliver till you physically go back into that store on the app which is monotonous and just too cumbersome at present. Another app has this feature as standard and all previously shopped baskets too IJS. Complaints and refunds is 40% So no win. They also reminded me that I signed up years back 13yrs ago when I was still working nights. USELESS
Stole from me, I needed water in the heat wave, they deleted it from the order and now I will be reimbursed in a few days and I'm out of money until it arrives so I'm out of water for days in the heat wave. And when I ask for help they pretend to be sorry but don't offer any solution. Also they reimbursed only half of the items that weren't available so they still stole from me for some reason???
Items being removed due to stock shortage but not substituted. Items being charged full price instead of what the cost is using a members card. App takes 20 to 30 mins to get through. Have lost faith with this app, wont be using it in the future
I couldn't get a refund despite sending in a photo of my order and showing that the majority of my order didn't arrive. I have lost over £50 and cannot afford to buy food for the rest of the month now. I'm a vulnerable disabled person who relies on food delivery services to get food
DO NOT USE under any circumstance ordered food and waited for 4 hours just to not get it and had to get a refund worst delivery company i have ever used
I wish I could give zero stars. Worst delivery service, got my order an hour late than the estimated time.
this is a review of deliveroo not the app. this is the 3rd time I have watched a delivery go on a tour round my area making several pick ups /drops offs and the expected delivery time of hot food just getting later and later. last time I use this organisation...
Stay Away - Use a different company. 2 hours delivery and waiting. had to fight to cancel my order, and cancellation was all they offered.
complete rip off, poor support, not happy with costs
+ 8 more in the clipboard copy
Sentiment summary
90%
Positive (4-5★)
2%
Neutral (3★)
8%
Negative (1-2★)