Deliveroo Avis 

I would like to file a formal complaint to your customer service offer, her alias is Angelito.
She is extremely rude and unprofessional as a customer service officer.
My order was seriously delayed as the order was not ready to pick up. When i start the live chat after more than an hour, the first customer service officer told me the order will be delivered in next 8 mins, and offered me a HKD40 voucher as service recovery. However after like 20-30 mins later I still got nothing.
The 2nd time i start the live chat, Angelito asked me if I want to cancel the order. I don't have a choice because it was an endless waiting and I forced to give up the order after almost two hours.
Honestly I was very angry because I have no food to eat and I was starving like hell. Your staff, Angelito, is totally lack of empathy. She said" I can see you've also compansated for this and this is the first time you'd experience this. I've helped you cancel this order and voided your payment." WOW! Sounds like I should feel happy to get extra HKD 40 even without any food! She then said "The credit is on top of your full refund" Thank you for your generosity Deliveroo!
I said "Funny". Do you know what did Angelito say? She said " Then what do you want?" "What else do you want us to do for you?" "If you need anything else just name it. If nothing else then I'll end this chat now."
Then she ended the chat! Seems like she is your stakeholder but not your staff. Whenever she likes she can just kick you out!
This is the worst customer service delivery experience I've ever had in my life.
So disappointed to see such a staff in your company.
Please get back to me with an investigation result but not a standard robotic reply.
Thanks for your attention.

Hi, folks:

Only a glance at the reviews will have warned you to expect crap-poor service from Deliveroo HK. But thought we might begin to track this duopoly service of the COVID years (Hong Kong has a lot of duopolies), which we've been forced to use for about 1 1/2 years, so you know just how poor an expectation to form. Buyer beware!

i/ Our first case is very typical.
Order placed: 1845
This is after Hong Kong reimposed a dining ban after 1800.
Original promised (fantasy) delivery time: 1920-1945
Threatened to cancel 2016 (we normally do this to get any movement at all)
Actual delivery time (our buzzer rings): 2027
Actual - earliest promised delivery time = 1 hour 12 minutes

Riders are constantly failing to deliver my food, meaning I need to order redeliveries or get refunds.

My phone number is correct but I rarely receive any call from the delivery man. Deliveroo provides a contact number for the delivery man, but it has never once worked.

Although Deliveroo are efficient with granting refunds/redeliveries (hence 2 rather than 1 stars), that does not make up for the constant inconvenience of waiting three hours before I can eat my dinner.

Recently, I have been trying to add a new address, only to receive the message "Something went wrong". This seems to be Deliveroo's problem, as I have been using multiple multiple devices and browsers, only to get the same result.

Not an advisable app to use. The live chat is practically useless.. overall very bad experience

Had an order rejected, and Deliveroo still charged for the order. After contacting them, they still refused to provide a refund for no service provided. They're a bunch of crooks. I had to request my bank to dispute the charge. Terrible experience. Would not recommend using Deliveroo. There are better and more reliable services out there like Foodpanda & Ubereats.

My order arrived cold and I was given chicken wings instead of popcorn chicken, as I had ordered. I was unable to instantly contact Deliveroo and was forced to send an email with my complaint.

Obviously, this did not resolve the matter immediately. The Live Chat was not available on their website and the Order Help link was not working. Very reluctant to use them again.

Ordered pizzas and the deliveroo guy came on foot - all my pizzas, pastas were all cold. I wrote to file a compliant and received no response for 2 months - ignoring my countless emails.

Worst delivery ever - not even an apology!

I didn't used to use Deliveroo; started on the other camp because of the charging model that Deliveroo adopts.
However, having used it extensively (I order ~10 times a week) since COVID, I can say that it works pretty well. There are mishaps, yes; usually because of an inexperienced delivery guy. But (1) the food arrives 99.9% of the time for me of which mostly on time and/or earlier, and (2) when it's not heading over I usually know in the first couple of minute after ordering, and (3) if I have serious doubts there is a hotline AND a chat (i think - not familiar with the latter as i have had not problems for months. The hotline works though.).

By the way that one star was scratched off because they don't have my favourite restaurants. And still I'm using them instead of the alternative. Doesn't that tell you a lot?

ive always had good experience with deliveroo. my order always arrives quickly and never have a problem with orders missing or nothing. had one grumpy deliver driver once thats it. but he isnt the company so 5 stars from me

Awful company procedures in place for when things go wrong. Unbelievable that you still expect me to pay when you cannot deliver / provide the service you charged me for. And when I complain you offer me an insulting HKD20 credit to my account.
How about sorry we f&*ked up? How about - here's a full refund??

I'm now contacting my bank to reject the charge on my card (since I got nothing for my money). You will in turn have to pay the fees. No idea why your team want to proceed in this way??

You'll never get my business again, and I'll be sure to tell everyone I know that you're crooks.

The pizza we ordered arrived dead cold - sent a complaint to Deliveroo.
They apologized but didn't do anything to compensate for their bad service.
Worst customer service ever, will never order again.

In my experience, by far the best food delivery service in Hong Kong. Usually on time or early delivery. If late it's usually only by 15-20 mins max. The few times an order was incorrect, they ordered a full refund or voucher. The only downside is their delivery fees are a bit more expensive, and they only accept credit card payment. Other than that, they are far superior to Foodpanda.