Deliveroo

User Experience Report

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Deliveroo

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of Deliveroo's key feedback

1

Poor Customer Service

Many users report dissatisfaction with Deliveroo's customer service, citing unhelpful responses and lack of accountability. Approximately 30% of users express frustration with unresolved issues and inadequate compensation for delivery problems.

Customer service was unhelpful and refused to resolve my issue with a missing order.

2

Delivery Delays

A significant number of users experience frequent delays in delivery, with orders arriving much later than the estimated time. This issue affects about 25% of users, leading to cold food and dissatisfaction.

My order was delayed for over an hour, and the food arrived cold.

3

Voucher and Promo Issues

Users frequently encounter problems with promotional codes and vouchers not being applied correctly, leading to frustration and a sense of being misled. Approximately 20% of users report issues with promised discounts not being honored.

The promo code for my first order didn't work, and I was charged full price.

4

Order Accuracy Problems

Many users report receiving incorrect or incomplete orders, with no satisfactory resolution from Deliveroo. This issue affects around 15% of users, who often receive the wrong items or have missing components in their orders.

I received the wrong order and Deliveroo refused to correct it or offer a refund.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

DoorDash
DoorDash receives mixed feedback, with users praising its reliability and quick delivery, but criticizing high fees and poor customer service. Many users report issues with incorrect orders and difficulties in obtaining refunds.

#2 RUNNER UP

Deliveroo
Deliveroo has a mix of positive and negative feedback. Users appreciate the app's ease of use and fast delivery, but there are frequent complaints about customer service, missing items, and issues with refunds.

#3 Straggler

Uber Eats
Uber Eats is criticized for poor customer service and issues with refunds, with many users experiencing delayed deliveries and unresponsive support. However, some users still find it convenient and appreciate the variety of food options available.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
DoorDash
#1 Users Choice
DoorDash receives mixed feedback, with users praising its reliability and quick delivery, but criticizing high fees and poor customer service. Many users report issues with incorrect orders and difficulties in obtaining refunds.
Deliveroo
#2 Runner-up
Deliveroo has a mix of positive and negative feedback. Users appreciate the app's ease of use and fast delivery, but there are frequent complaints about customer service, missing items, and issues with refunds.
Uber Eats
#3 Straggler
Uber Eats is criticized for poor customer service and issues with refunds, with many users experiencing delayed deliveries and unresponsive support. However, some users still find it convenient and appreciate the variety of food options available.

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Nuggets

Major Highlights of the Week

Subscription Issues
Users face difficulties unsubscribing from Deliveroo Plus, with some unable to cancel their subscriptions due to app errors or lack of options. This results in unexpected charges and frustration over the inability to manage their accounts effectively.
I can't unsubscribe from Deliveroo Plus, and they keep charging me without any way to cancel.
Voucher Problems
Customers frequently encounter issues with promotional vouchers not applying correctly or disappearing during checkout, leading to dissatisfaction and a perception of misleading advertising. This undermines trust in promotional offers and affects user retention.
The £12 off voucher disappeared at checkout, and I ended up paying full price.
Customer Service Gaps
The app's customer service is criticized for being unresponsive and unhelpful, often providing generic responses without resolving issues. This lack of effective support leads to unresolved complaints and negative user experiences.
Customer service was unhelpful and closed the chat without resolving my issue.
Delivery Delays
Frequent delivery delays, sometimes exceeding an hour, frustrate users who expect timely service. The app's estimated delivery times are often inaccurate, leading to cold food and dissatisfaction.
My order was delayed by over an hour, and the food arrived cold.
Order Accuracy
Users report receiving incorrect or incomplete orders, with little recourse for redelivery or refunds. This issue is compounded by poor customer service, leaving users feeling unsupported.
I received the wrong order, and Deliveroo refused to help or refund me.
Payment and Refund Issues
There are numerous complaints about payment errors and inadequate refunds, with users often receiving less compensation than expected for issues like missing items or incorrect orders. This creates a perception of unfairness and lack of accountability.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Subscription Issues
Users face difficulties unsubscribing from Deliveroo Plus, with some unable to cancel their subscriptions due to app errors or lack of options. This results in unexpected charges and frustration over the inability to manage their accounts effectively.
Voucher Problems
Customers frequently encounter issues with promotional vouchers not applying correctly or disappearing during checkout, leading to dissatisfaction and a perception of misleading advertising. This undermines trust in promotional offers and affects user retention.
Customer Service Gaps
The app's customer service is criticized for being unresponsive and unhelpful, often providing generic responses without resolving issues. This lack of effective support leads to unresolved complaints and negative user experiences.
Delivery Delays
Frequent delivery delays, sometimes exceeding an hour, frustrate users who expect timely service. The app's estimated delivery times are often inaccurate, leading to cold food and dissatisfaction.
Order Accuracy
Users report receiving incorrect or incomplete orders, with little recourse for redelivery or refunds. This issue is compounded by poor customer service, leaving users feeling unsupported.
Payment and Refund Issues
There are numerous complaints about payment errors and inadequate refunds, with users often receiving less compensation than expected for issues like missing items or incorrect orders. This creates a perception of unfairness and lack of accountability.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app design is great, but tipping the rider is difficult. After the order is completed, tips can only be sent via the live activity, not from the orders page. Please improve this feature.
mosaic0123
I ordered food, but the app rescheduled it for the next day without an option to cancel. The restaurant selection is poor, and some listed places have been closed for a long time.
DTM3873
The app doesn't allow you to log on from anywhere, and there's no way to cancel your delivery subscription. I had to use a VPN to log on because it gives an error from other countries.
Ed2200000000

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app design is great, but tipping the rider is difficult. After the order is completed, tips can only be sent via the live activity, not from the orders page. Please improve this feature.
Candice Wu
App Store
I ordered food, but the app rescheduled it for the next day without an option to cancel. The restaurant selection is poor, and some listed places have been closed for a long time.
Kelly Williams
Google Play
The app doesn't allow you to log on from anywhere, and there's no way to cancel your delivery subscription. I had to use a VPN to log on because it gives an error from other countries.
Koray Okumus
Google Play

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