On a business trip to London, I downloaded the Deliveroo app excited to try a new food delivery service. I ordered from the only restaurant available, Papillon Grill. I was starving and couldn’t wait, so I sat in the hotel lobby anxiously waiting for the food. However, after about two hours, it said it was delivered but was not. I was furious and tried to contact someone. The Deliveroo app said this restaurant handles their own deliveries so contact them with any delivery issues. I called the restaurant repeatedly but no one answered. The only other option in the app under “Report an issue -> Order not delivered” was live chat. I tried that over and over but no one replied. I gave up and ordered something through UberEats, which worked perfectly. I ended up reading many other reviews online saying the exact same thing had happened to other people using Deliveroo to order from this restaurant. The next day I wrote to the Deliveroo customer service email and explained what happened, assuming they’d make it right. After several days they said they were investigating. Finally they followed up to let me know the restaurant said it was delivered so they would not refund the order. They essentially blamed me for ordering on THEIR app from this particular restaurant which handles its own delivery - saying I was “warned.” The only “warning” was live tracking wouldn’t be available - NOT that they would let this “restaurant”/clearly frauds business scam me. I told them this was not right as their app is clearly letting people continue to get ripped off by this place. They sent the same nonsense reply saying I’d have to contact the restaurant (even though I had already told them I had tried and that was entirely futile). I went to the Deliveroo Instagram to see if others had experienced this, and was actually quite horrified to see just how frequently people have problems with Deliveroo saying an order was delivered when it actually was not. Clearly this is a much, much bigger problem than I realized. Deliveroo cannot be trusted.
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