Glovo: Food & Grocery Delivery

User Experience Report

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Glovo: Food & Grocery Delivery

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 Glovo: Food & Grocery Delivery's key feedback

1

Delivery Delays

Many users report significant delays in delivery times, with some waiting over an hour beyond the estimated time. Approximately 30% of users seem to be affected by this issue, leading to frustration and dissatisfaction.

My order, promised in 30 minutes, took over two hours.

2

Customer Support Issues

A large number of users express dissatisfaction with Glovo's customer support, citing unhelpful responses and unresolved issues. This affects about 25% of users, who feel neglected and unsupported.

Support was unhelpful, saying it was their highest priority but each time it would be delayed more and more.

3

Refund Problems

Users frequently complain about difficulties in obtaining refunds for undelivered or incorrect orders. This issue impacts around 20% of users, who often feel cheated out of their money.

They don't refund anything that is missing. Shame on you!

4

High Fees

Many users are frustrated with the high service and delivery fees, which often make the total cost significantly higher than expected. This concern affects about 15% of users, who find the pricing structure misleading.

The extra fees are simply ridiculous. A meal is 12k but you end up paying 19k.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Uber Eats
Uber Eats receives mixed feedback, with users praising its convenience and promotions, but criticizing high fees, poor customer service, and frequent delivery issues. Many users report problems with refunds and order accuracy, leading to frustration and dissatisfaction.

#2 RUNNER UP

Glovo: Food & Grocery Delivery
Glovo receives mixed reviews, with users appreciating its fast delivery and wide range of available products, but criticizing its customer service, app functionality, and unexpected charges. Some users report issues with order accuracy and difficulty in obtaining refunds.

#3 Straggler

DoorDash
DoorDash is often criticized for high fees, delivery delays, and poor customer service. Users frequently report issues with order accuracy and difficulty in obtaining refunds, leading to dissatisfaction despite the app's convenience and variety of restaurant options.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Uber Eats
#1 Users Choice
Uber Eats receives mixed feedback, with users praising its convenience and promotions, but criticizing high fees, poor customer service, and frequent delivery issues. Many users report problems with refunds and order accuracy, leading to frustration and dissatisfaction.
Glovo: Food & Grocery Delivery
#2 Runner-up
Glovo receives mixed reviews, with users appreciating its fast delivery and wide range of available products, but criticizing its customer service, app functionality, and unexpected charges. Some users report issues with order accuracy and difficulty in obtaining refunds.
DoorDash
#3 Straggler
DoorDash is often criticized for high fees, delivery delays, and poor customer service. Users frequently report issues with order accuracy and difficulty in obtaining refunds, leading to dissatisfaction despite the app's convenience and variety of restaurant options.

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Nuggets

Major Highlights of the Week

Hidden Fees
Users are frustrated with unexpected charges, such as high delivery fees and hidden service costs, which are not clearly communicated upfront. This lack of transparency leads to dissatisfaction and a perception of being overcharged.
I was shocked to see my meal cost 12k but ended up paying 19k due to hidden fees.
Delivery Delays
Customers frequently experience significant delays in delivery times, often waiting hours beyond the estimated time, which disrupts their plans and leads to dissatisfaction with the service reliability.
I waited over two hours for a pizza that was promised in 30 minutes.
Customer Support Issues
The customer support system is perceived as ineffective, with users reporting unresolved issues, lack of communication, and automated responses that do not address their concerns.
After my order was wrong, support just closed the chat without resolving anything.
Subscription Confusion
There is confusion and dissatisfaction regarding Glovo Prime subscriptions, with users unaware of being subscribed and facing difficulties in obtaining refunds for unwanted charges.
I was charged for Prime without knowing I was subscribed and couldn't get a refund.
Order Accuracy
Frequent issues with incorrect or incomplete orders are reported, with users not receiving what they ordered and facing challenges in getting compensation or refunds.
I ordered two items but only received one, and they refused to refund me.
App Functionality
The app is criticized for technical issues, such as crashing, inaccurate location services, and difficulty in placing orders, which hinder the user experience.
The app crashed multiple times, and I couldn't even enter my address.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Hidden Fees
Users are frustrated with unexpected charges, such as high delivery fees and hidden service costs, which are not clearly communicated upfront. This lack of transparency leads to dissatisfaction and a perception of being overcharged.
Delivery Delays
Customers frequently experience significant delays in delivery times, often waiting hours beyond the estimated time, which disrupts their plans and leads to dissatisfaction with the service reliability.
Customer Support Issues
The customer support system is perceived as ineffective, with users reporting unresolved issues, lack of communication, and automated responses that do not address their concerns.
Subscription Confusion
There is confusion and dissatisfaction regarding Glovo Prime subscriptions, with users unaware of being subscribed and facing difficulties in obtaining refunds for unwanted charges.
Order Accuracy
Frequent issues with incorrect or incomplete orders are reported, with users not receiving what they ordered and facing challenges in getting compensation or refunds.
App Functionality
The app is criticized for technical issues, such as crashing, inaccurate location services, and difficulty in placing orders, which hinder the user experience.

Quotes of the week

Hear from some of the most impactful users to drive changes

I ordered food, but it never arrived, and Glovo refused to refund me. Their customer service is unhelpful, and I feel scammed. I won't use this app again.
A Google user
The app often shows restaurants as unavailable, and delivery times are misleading. I subscribed to Glovo Prime, but it's pointless if I can't order when I want.
A Google user
Glovo's customer support is terrible. They don't resolve issues, and I'm often left without a refund for missing items. It's frustrating and unreliable.
A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes
I ordered food, but it never arrived, and Glovo refused to refund me. Their customer service is unhelpful, and I feel scammed. I won't use this app again.
Candice Wu
App Store
The app often shows restaurants as unavailable, and delivery times are misleading. I subscribed to Glovo Prime, but it's pointless if I can't order when I want.
Kelly Williams
Google Play
Glovo's customer support is terrible. They don't resolve issues, and I'm often left without a refund for missing items. It's frustrating and unreliable.
Koray Okumus
Google Play

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