Deliveroo Avis 

They charge 51 dollars for the delivery fee. I think that's enough said. It's simply beyond insane, the greed has no limits. This was the very last time I've used Deliveroo, I'll delete this app the moment my last order arrives. Enough is enough

There is no cancellation button on the app or website!
Even their FAQ gives very vague instruction to cancel.

Multiple experiences. Deliveroo don’t care about the customer. Only thier money! Even for a paid member. They never own their delays, their incompetence in delivery times and always have typical excuses (we apologize for inconvenience but order is being prepared or being delivered post 1 hour delay and refuse cancellation) and disclaimers (such as please check for the purple icon at the corner for if it’s deliveroo delivery or the restaurants own delivery- which I still can’t see). Not once they help the customer effectively and not once they refund a real issue or inconvenience. Delivery delayed this time by promised time by 40 mins at 12.20am when I need to wake up by 5 am, will not entertain a cancel request. “We regret your experience and anything else we can help you with?” Is always their standard reply last multiple times!

Just an absolute sh1tshow of an app in HK. Orders always end up pending, unconfirmed or late. Make it impossible to contact customer service and when you do they are as useful as a chocolate teapot. Trained to end the chat as soon as possible. Hurry up and go out of business Deliveroo HK.

Give this $hitty company a 1 star is being generous. Should be nothing. Been using Deliveroo HK since Uber eats were asked to leave (because of Deliveroo and Food Panda) as it was a competition, because Uber eats was perfect! The customer service people are horrible, the riders are slower than turtles, and out of 100 orders, I’ve had maybe 6/7 arrive on time and are correct meals. Majority of them arrive after few hours, and the staff tells me that they won’t give a refund because the food is cooked! I hope the managers/owners of Deliveroo read this, and know that they are running a fraud company with lies based on customer services and timely service. I was also told ‘F*** off’ when I called their office to launch a complain. Since I’m a filmmaker, a Deliveroo moving will be coming up! F*** Deliveroo, and anyone who works there! Move to KeeTa, they are on time, and if the meal is delayed, they give compensation, and the customer service is amazing and helpful! Once again, hope to see Deliveroo shut down and exit!

Awful service!
Accept order without enough rider.
Just want yield, and not care about service quality.
Food delivered is always cold.
And rider never go straight to consumer from restaurants .
Hell then they tell you, you cannot cancel order because is already picked up by rider even you don't accept, you have to pay.
ridiculous.
Let's try something else, it is not the only service supplier.

Re: 14-Day New User Free Delivery Promotion

Beware of this scam, false advertisement, and misrepresentation disguised as a promotion. My father registered as a new user under this promotion.

When he tried to make his first order the next day he got the error message of "You are not eligible for free delivery. Free delivery is only available for new customers".

After I emailed their customer service, they replied that "According to the system, the registered account of ****.com is not a new user account." without providing any details on what exactly the issue was and how to rectify it. I asked for an escalation 14 hours ago and have not received any response from Deliveroo.

I ordered via Deliveroo from my favourite restaurant that I always goto (in person and takeout). They know me, so I moved apartments ( same building, just different floors). I make the order for my new apartment ( I have proof that I selected the new address and had no problems with previous orders that’s week). I think because the restaurant knows me they just went to my old flat, anyways they try to deliver to old address and then in the end they take the food away, after I’m lm contacting deliveroo for 2 hours, they just refuse to help and are soooooo rude repeating the same script over and over again “ we cannot refund “ so I have just been robbed off $318 HKD they didn’t even want to look into my proof of where I asked to be delivered! The rider messed up, but they now refuse to help! If this was the deliveroo in USA or uk they would be happy to help! Hong Kong deliveroo are awful! Worst customer service.

Awful service. I booked an order with them then tried to cancel immediately. They allow restaurants to list as open for orders even though they are closed until next day meaning your order would be delivered next day. They accept money but don’t refund at all. Customer service just left the chat when I told them about this. Use Food Panda - much better than Deliveroo! Also the week before someone tried to use my Deliveroo account to order food in another country. My credit card company had to stop the transaction. This company just says they will tell their IT team about the issue and then that’s it nothing they can do - such a joke.

I ordered some food while I was a patient at a hospital. As I was attached to various machines, I had to ask a nurse to collect my order from the front door of the ward. The driver only waited a few minutes before taking off with my items, then Deliveroo refused to give me a refund or credit. In other words, I didn't get my food, and they kept my money. This is a scam!

Their stupid system refuses to accept the building name properly despite numerous attempts. You raise an order help and they simply say - ‘you got a msg on in app service (which was when I called immediately and the rider said - oh your house is too far!), so no refund, I am ending chat’.. Really!? How shoddy is that!!

absolutely trash service, the customer service is useless and rude. My order never arrived, and the refused to refund me for 2-3 days even though I was charged 180 dollars I was only refunded 120 dollars after over 10+ emails of back and forth.

they still are making it so hard to get a full refund when it is deliveroo's problem when the food never arrived.

avoid this crooked business and just use foodpanda

Terrible service. Items were missing, reported immediately. Deliveroo CS demands evidence of missing items (prove a negative), and clearly doesn't trust buyers. Refused to do anything, despite failing to complete the order. Reported them to HK consumer council for breach in trading standards. Don't use this service.

Very poor services. Order was not delivered but the rider marked the order as arrived. After wasting more than an hour waiting, i called the CS and they couldn’t do anything helpful at all. It happened at least 3 times. If there is a better competitor like Meituan, i will never use Deliveroo again. Avoid Deliveroo if you can.

If I could leave 0 stars I would. This is a warning to everyone to please be vigilant and careful in your dealings with Deliveroo riders. I was recently verbally attacked by a rider for asking him to slow down as he approached me - I am 8 months pregnant and he took the time to stop, get off his scooter, come very close to me and scream at me and ask me why the eff he should slow down. He said I had messed with the wrong person and that I should watch my back. Pretty scary and I haven’t ordered from Deliveroo since. I reported the incident to Deliveroo but they did not take my report seriously at all and absolutely nothing was done.

Driver delivered to the wrong address and never made it to me. When I went on chat to ask for assistance, I was disconnected for about 6 times and kept being passed to different reps for an hour who eventually said they couldn't do anything (no result after checking with driver, no re delivery, nor any compensation). After emailed them separately about it and informed them I'd cancel my plus subscription and delete the app (which i did), THEY GAVE ME STORE CREDIT! How ridiculous 😤

I will divide this review into two parts, security of data and actual service:

1. Security of data:
I had a number of charges made to my Deliveroo account, deliveroo have stated that only my card was used and that this was not an issue with my deliveroo account (therefore, not their problem), however I have been unable to access my account since the issues. I attempted to escalate my concerns but was told that there was no route for this and deliveroo had done all they could. Deliveroo was slow to respond to queries, and very unhelpful. I would not recommend trusting them with your bank details.

2. Delivery: This varied in service depending on individual drivers. When someone misdelivered my food I was able to get a refund.

Always missed some food...Even the order only got 4 items

Ordered from Park and Shop a number of times but on 3 occasions some items were not in stock and Deliveroo emailed me and advised they would refund the charge for the missing items within a few days. Now after almost 7 weeks no refund has been received. Awful company, will not use them again.

Delivery is just so unreliable. Second time in two weeks that we ordered food and the food just didn't arrive. Won't be using again.