Glovo

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Glovo's key feedback

Refund Issues

Many users report difficulties in obtaining refunds for undelivered or incorrect orders, with customer support often being unresponsive or unhelpful. Approximately 30% of users seem to be affected by this issue.

I was charged for an order that never arrived, and customer support refused to refund me.

Order Accuracy

A significant number of users experience incorrect or incomplete orders, with no compensation or resolution offered by Glovo. This issue affects about 25% of users.

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

Customer Support

Users frequently complain about the lack of effective customer support, with automated responses and unresolved issues being common. This affects around 20% of users.

Customer support is unhelpful and just closes the chat without resolving my issue.

Delivery Delays

Many users experience significant delays in delivery times, often without updates or explanations, affecting approximately 15% of users.

My order was delayed by over an hour with no communication from Glovo.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Uber Eats

Uber Eats receives mixed feedback, with users praising its convenience and service quality, but also criticizing issues like incorrect orders, poor customer service, and high fees. Many users express frustration over delivery delays and unhelpful support, while others appreciate the app's reliability and discounts.

#2 RUNNER UP

Glovo

Glovo has a mix of positive and negative reviews. Users appreciate its fast delivery and convenience, but many complain about app glitches, unreliable customer service, and issues with promo codes. Some users report missing items and delivery errors, leading to dissatisfaction with the service.

#3 Straggler

DoorDash

DoorDash is often criticized for poor customer service, delivery delays, and high fees. Users frequently report issues with missing items and unhelpful support, leading to frustration. However, some users appreciate the convenience and variety of options available on the platform.

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Nuggets

Major Highlights of the Week

Multiple Charges

Users experience unauthorized multiple charges for orders, often without receiving the items. This leads to frustration as refunds are not processed promptly, causing financial inconvenience.

I was charged twice for an order that never arrived, and Glovo refused to refund me.

Order Cancellations

Orders are frequently canceled without proper notification or explanation, leaving customers without their expected deliveries. This results in dissatisfaction as users are often charged despite the cancellations.

My order was canceled last minute, and I was still charged without any explanation.

Poor Customer Support

The customer support system is ineffective, with users reporting unresponsive or automated responses that fail to resolve issues. This lack of effective communication exacerbates user frustration.

I contacted support about a missing order, but they just closed the chat without resolving my issue.

Delivery Delays

Deliveries are consistently delayed beyond the estimated times, often arriving cold or not at all. This undermines the app's promise of quick service and leads to user dissatisfaction.

My order took over two hours to arrive, and it was cold when it finally did.

Refund Issues

Refund processes are cumbersome and often incomplete, with users struggling to get their money back for undelivered or incorrect orders. This creates a perception of unreliability and mistrust.

I never received a refund for items that were missing from my order.

High Fees

Users are frustrated by unexpected high fees, including service and delivery charges, which are not clearly communicated upfront. This leads to a perception of the app being overpriced.

I was shocked by the extra fees added to my order, making it much more expensive than expected.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Multiple Charges

Users experience unauthorized multiple charges for orders, often without receiving the items. This leads to frustration as refunds are not processed promptly, causing financial inconvenience.

Order Cancellations

Poor Customer Support

The customer support system is ineffective, with users reporting unresponsive or automated responses that fail to resolve issues. This lack of effective communication exacerbates user frustration.

Delivery Delays

Deliveries are consistently delayed beyond the estimated times, often arriving cold or not at all. This undermines the app's promise of quick service and leads to user dissatisfaction.

Refund Issues

Refund processes are cumbersome and often incomplete, with users struggling to get their money back for undelivered or incorrect orders. This creates a perception of unreliability and mistrust.

High Fees

Users are frustrated by unexpected high fees, including service and delivery charges, which are not clearly communicated upfront. This leads to a perception of the app being overpriced.

Quotes of the week

Hear from some of the most impactful users to drive changes

I ordered over €60 worth of food through Glovo and received only 4 sodas — no meals, no explanation. The driver blamed McDonald’s, McDonald’s blamed the driver, and Glovo refused to take full responsibility. Instead of sending the missing food, they offered partial credit I can’t even use, because I’m not from this country. I asked for a full refund to my card, and they refused. Support was useless — they kept repeating the same lines and refused to escalate my case to someone who could actually help.

uyfcet

I accidentally entered the wrong delivery address and immediately contacted support, but was refused a refund, even though I never received the order. I believe it is unfair to keep the money for an item that was never delivered. I understand the mistake was on my part, but good customer service should offer at least a partial refund or some kind of solution.

KirillGuca

I have used Glovo for about 2 years now but today I am deleting the app. They canceled my order after they told me that my order was being delivered in one minute. They cancelled and said it was cancelled because I was not able to accept the order which is complete nonsense. I will never use them again.

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The quotes of the week

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User Experience Report

Report Date

Glovo

Top Insights This Week

Refund Issues

Order Accuracy

Customer Support

Delivery Delays

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts