Deliveroo

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.

Highlights trends and insights

Helps you understand what matters most

Unlock all insights Sign in

All Insights

TOP INSIGHTS

A weekly roundup of Deliveroo's key feedback

Poor Customer Service

Many users report dissatisfaction with Deliveroo's customer service, citing unhelpful responses and lack of resolution for issues like missing items or incorrect orders. Approximately 30% of users seem affected by this issue.

Customer service was unhelpful and refused to resolve my issue with a missing item.

Delivery Delays

A significant number of users experience delays in delivery, with orders arriving much later than the estimated time, leading to cold food and frustration. This issue affects about 25% of users.

My order was delayed by over an hour, and the food arrived cold.

Voucher Issues

Users frequently encounter problems with voucher codes not being applied correctly or disappearing during checkout, leading to frustration and a sense of being misled. Around 20% of users report this problem.

The voucher code I was given didn't work at checkout, and I ended up paying full price.

Subscription and Billing Problems

Some users report being charged for subscriptions they did not intend to sign up for, or being billed incorrectly, with difficulties in obtaining refunds. This affects approximately 15% of users.

I was charged for a subscription I didn't sign up for, and customer service was unhelpful in resolving it.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

DoorDash

DoorDash receives mixed feedback, with users appreciating its convenience and variety of services, but many criticize the high fees and poor customer service. Some users report issues with refunds and delivery times, leading to dissatisfaction.

#2 RUNNER UP

Deliveroo

Deliveroo has a polarized reception, with users praising its fast delivery and app usability, but many express frustration over frequent order issues, poor customer service, and problems with refunds. The app's reliability and customer support are common points of contention.

#3 Straggler

Uber Eats

Uber Eats is often criticized for its customer service and delivery issues, with users frequently reporting wrong or missing orders and difficulty obtaining refunds. Despite these issues, some users appreciate the app's convenience and driver professionalism.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn more Book a call

Nuggets

Major Highlights of the Week

Subscription Issues

Users are being charged for Deliveroo Plus even after unsubscribing, indicating a potential issue with subscription management. This could lead to customer dissatisfaction and trust issues with the platform.

I unsubscribed from Deliveroo Plus but am still being charged.

Voucher Problems

Customers frequently encounter issues with voucher codes not being applied or disappearing during checkout, leading to frustration and a perception of misleading promotions. This undermines the effectiveness of promotional strategies.

I was promised a £12 discount, but it disappeared at checkout.

Customer Service Failures

There are numerous complaints about unhelpful and unresponsive customer service, particularly when resolving issues like missing items or incorrect orders. This reflects poorly on Deliveroo's commitment to customer satisfaction.

Customer service refused to help with my missing order.

Delivery Delays

Significant delays in delivery times are reported, with some orders taking hours longer than estimated. This inconsistency in service delivery can severely impact user experience and retention.

My order took over 3 hours to arrive with no updates.

Order Accuracy

Frequent issues with incorrect or incomplete orders are reported, with inadequate resolution from customer support. This affects the reliability of the service and customer trust.

Received the wrong order and no redelivery or refund was offered.

App Usability

Users report difficulties with app navigation, including issues with payment processing and applying discounts. These technical challenges can hinder user engagement and satisfaction.

The app wouldn't let me apply my discount code, and payment failed.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Subscription Issues

Voucher Problems

Customer Service Failures

Delivery Delays

Significant delays in delivery times are reported, with some orders taking hours longer than estimated. This inconsistency in service delivery can severely impact user experience and retention.

Order Accuracy

Frequent issues with incorrect or incomplete orders are reported, with inadequate resolution from customer support. This affects the reliability of the service and customer trust.

App Usability

Users report difficulties with app navigation, including issues with payment processing and applying discounts. These technical challenges can hinder user engagement and satisfaction.

Quotes of the week

Hear from some of the most impactful users to drive changes

As a new user of the app, I was supposed to receive £15 off my first order. However, the code didn't work, which was very disappointing.

1119js

Week of July 22nd, 2025

The app is great with lots of options, but the delivery was over half an hour late, and most menus lack English descriptions despite my settings. An auto-translate feature would be helpful.

sa seeker

Week of July 22nd, 2025

I ordered a meal, but the drink was leaking and ruined. Despite providing a receipt photo, customer service refused a refund without a photo of the drink. Terrible customer service.

BCulp93

Week of July 22nd, 2025

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to sales Get started

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

As a new user of the app, I was supposed to receive £15 off my first order. However, the code didn't work, which was very disappointing.

Candice Wu

App Store

The app is great with lots of options, but the delivery was over half an hour late, and most menus lack English descriptions despite my settings. An auto-translate feature would be helpful.

Kelly Williams

Google Play

I ordered a meal, but the drink was leaking and ruined. Despite providing a receipt photo, customer service refused a refund without a photo of the drink. Terrible customer service.

Koray Okumus

Google Play

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

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Report Date

Deliveroo

Top Insights This Week

Poor Customer Service

Delivery Delays

Voucher Issues

Subscription and Billing Problems

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

Start your 14-day free trial

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