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Absolutely appalling customer service from Deliveroo.
Another huge company treating its customers with complete disregard.
Deliveroo already charges inflated prices on individual food items, then adds a service fee, bag fee, delivery fee, and every other fee imaginable. Despite paying all these extra charges, the quality of service is getting worse.
Orders are clearly overloaded onto riders, which often results in damaged food. In my case, the delivery was mishandled so badly that food spilled all over my partner’s foot, causing a burn that required first aid.
What disappointed me even more was Deliveroo’s customer service. Instead of taking responsibility, they initially refused to provide a full refund, even for the Priority Delivery fee, and offered only a small amount of compensation. It was only after I explained my legal rights regarding goods and services not being provided with reasonable care that they finally agreed to issue a refund.
Customers shouldn’t have to argue or quote consumer rights just to receive fair treatment after a delivery has been mishandled. When people pay premium prices and additional fees, they expect food to arrive safely and customer service to resolve genuine issues professionally.
This experience has completely destroyed my confidence in Deliveroo. I expected much better from a company of this size.