Talabat

User Experience Report

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Talabat

Top Insights This Week

Week of July 23rd, 2025
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 Talabat's key feedback

1

Customer Service Issues

A significant number of users, approximately 40%, report dissatisfaction with Talabat's customer service, citing unresponsive support, automated replies, and unresolved issues. Many users feel neglected and frustrated due to the lack of effective communication channels.

Customer support is inexistent; there's no option to call or chat with an agent.

2

Payment and Refund Problems

Around 35% of users experience issues with payments and refunds, including unauthorized charges, delayed refunds, and difficulties in resolving billing errors. This has led to a loss of trust in the app's financial transactions.

I was charged for an order that was canceled, and I never received a refund.

3

Order Accuracy and Quality

Approximately 30% of users report receiving incorrect or poor-quality orders, with missing items or wrong deliveries being common complaints. This issue is compounded by the lack of effective resolution from customer service.

I ordered chicken noodles but received beef noodles, and there was no way to resolve it.

4

High Prices and Hidden Fees

About 25% of users are frustrated with the high prices and additional fees, such as service and delivery charges, which make the app more expensive than ordering directly from restaurants.

The prices are much higher than the restaurant's actual menu, and the service fees are excessive.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

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Competitors Analysis
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Nuggets

Major Highlights of the Week

Fake Offers
Users experience discrepancies between advertised discounts and actual charges, leading to unexpected full-price payments. This issue is compounded by ineffective customer service responses, leaving users feeling defrauded.
I ordered with a discount, but was charged full price and customer service didn't resolve it.
Account Blocks
Accounts are being blocked without clear reasons, and users are unable to access their funds or receive refunds. This lack of transparency and communication from support is causing significant user frustration.
My account was blocked without explanation, and I can't get my money back.
Payment Issues
There are frequent problems with payment processing, including unauthorized charges and difficulties in obtaining refunds. These issues are exacerbated by poor customer service, which fails to address or resolve the problems effectively.
I was charged multiple times and couldn't get a refund despite contacting support.
Customer Service Failures
The app's customer service is criticized for being unresponsive and providing generic, unhelpful responses. This lack of effective support is leading to unresolved issues and user dissatisfaction.
Customer service just sends automated replies and doesn't solve my problem.
Order Errors
Users frequently receive incorrect or incomplete orders, with little to no recourse for refunds or corrections. This issue is compounded by a lack of effective communication channels with customer support.
I received the wrong order and couldn't get a refund or contact support.
Subscription Confusion
Users are being charged for subscriptions they did not knowingly sign up for, with difficulties in canceling or obtaining refunds. This has led to frustration and distrust in the app's billing practices.
I was charged for a subscription I didn't sign up for and can't get a refund.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Fake Offers
Users experience discrepancies between advertised discounts and actual charges, leading to unexpected full-price payments. This issue is compounded by ineffective customer service responses, leaving users feeling defrauded.
Account Blocks
Accounts are being blocked without clear reasons, and users are unable to access their funds or receive refunds. This lack of transparency and communication from support is causing significant user frustration.
Payment Issues
There are frequent problems with payment processing, including unauthorized charges and difficulties in obtaining refunds. These issues are exacerbated by poor customer service, which fails to address or resolve the problems effectively.
Customer Service Failures
The app's customer service is criticized for being unresponsive and providing generic, unhelpful responses. This lack of effective support is leading to unresolved issues and user dissatisfaction.
Order Errors
Users frequently receive incorrect or incomplete orders, with little to no recourse for refunds or corrections. This issue is compounded by a lack of effective communication channels with customer support.
Subscription Confusion
Users are being charged for subscriptions they did not knowingly sign up for, with difficulties in canceling or obtaining refunds. This has led to frustration and distrust in the app's billing practices.

Quotes of the week

Hear from some of the most impactful users to drive changes

I had to cancel my order because the restaurant called me directly to say they didn’t have what I ordered. Since I paid by Visa, I wasn’t offered a refund — only a substitution at a lower value with no option to return the difference. Worse, the app gives me no way to cancel, contact support, or speak to a human being. I’m now stuck with an incomplete order and no refund.
L4072
Week of July 23rd, 2025
I ordered a pizza for a friend, but it was the wrong order with all the wrong information of a different customer which was cheaper than the order I made and already paid for with my card. Customer support insisted on a photo of the pizza, which I didn't have, and refused to refund the difference. The worst app and worst customer service ever.
Noami00
Week of July 23rd, 2025
I placed multiple orders that were cancelled. When I contacted the chat support they said the restaurant was busy but forgot to change their status on the app but not to worry they will refund me only using store credit. I Tried to use the app a week later and it turns out my account was blocked. I asked for the reason, they wouldn’t give me any.
Ahmad.A91
Week of July 23rd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I had to cancel my order because the restaurant called me directly to say they didn’t have what I ordered. Since I paid by Visa, I wasn’t offered a refund — only a substitution at a lower value with no option to return the difference. Worse, the app gives me no way to cancel, contact support, or speak to a human being. I’m now stuck with an incomplete order and no refund.
Candice Wu
App Store
I ordered a pizza for a friend, but it was the wrong order with all the wrong information of a different customer which was cheaper than the order I made and already paid for with my card. Customer support insisted on a photo of the pizza, which I didn't have, and refused to refund the difference. The worst app and worst customer service ever.
Kelly Williams
Google Play
I placed multiple orders that were cancelled. When I contacted the chat support they said the restaurant was busy but forgot to change their status on the app but not to worry they will refund me only using store credit. I Tried to use the app a week later and it turns out my account was blocked. I asked for the reason, they wouldn’t give me any.
Koray Okumus
Google Play

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