Glovo: Food & Grocery Delivery

User Experience Report

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

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TOP INSIGHTS

A weekly roundup of Glovo: Food & Grocery Delivery's key feedback

Delivery Issues

A significant number of users, approximately 30%, report issues with deliveries not arriving or being marked as delivered when they haven't been received. This leads to frustration and a lack of trust in the service.

I ordered food that never arrived, yet it was marked as delivered, and I couldn't get a refund.

Customer Support Problems

Around 25% of users express dissatisfaction with customer support, citing difficulties in reaching a representative and receiving inadequate resolutions to their issues.

Customer support is non-existent, and it's impossible to resolve issues when something goes wrong.

Order Customization Limitations

Approximately 15% of users are frustrated by the inability to customize orders, such as modifying ingredients, which limits their ability to use the app for dietary needs.

I wish I could modify ingredients in my orders, as I can't eat certain things, but Glovo doesn't allow it.

Refund and Compensation Concerns

About 20% of users are unhappy with the refund process, feeling that compensation for issues is inadequate and often delayed, leading to dissatisfaction.

I was promised a refund for a missing order, but it never arrived, and the compensation offered was insufficient.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Deliveroo

Deliveroo receives mixed feedback, with users praising its fast service and ease of use, but many criticize the high delivery fees and poor customer service. Issues with missing items and unfulfilled promotions are common complaints, leading to dissatisfaction among users.

#2 RUNNER UP

Glovo: Food & Grocery Delivery

Glovo faces significant criticism for its customer service and delivery reliability, with many users reporting issues such as missing items, delayed deliveries, and unresponsive support. Despite these issues, some users appreciate the app's convenience and variety of available products.

#3 Straggler

Uber Eats

Uber Eats is frequently criticized for its unreliable delivery service and poor customer support, with users often experiencing late deliveries, missing items, and unhelpful responses from the support team. Many users express frustration with unexpected charges and difficulties in resolving issues.

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Nuggets

Major Highlights of the Week

Non-Delivery Issues

Orders are marked as delivered even when they are not, leading to customer frustration and financial loss. This issue is exacerbated by the inability to contact customer support effectively.

My order was marked as delivered, but I never received it, and customer support was unresponsive.

Ineffective Support

The transition to automated customer support has led to unresolved issues and dissatisfaction, as users cannot reach a human agent for assistance. This has resulted in a lack of accountability and inadequate compensation for service failures.

I couldn't reach a human agent to resolve my issue, and the automated responses were unhelpful.

Ingredient Customization

The app lacks the functionality to modify ingredients for orders, which limits user satisfaction and potential order volume. This gap in customization options leads users to choose competitors that offer this feature.

I can't customize ingredients in my order, which is a feature available on other platforms.

Delayed Deliveries

Deliveries are frequently delayed beyond the estimated time, sometimes resulting in cancellations, which disrupts meal planning and causes inconvenience. This inconsistency undermines trust in the service's reliability.

My order was delayed for hours and eventually canceled, leaving me without dinner.

Refund Process Issues

The refund process is cumbersome and often results in partial or no refunds, even when orders are incomplete or incorrect. This inefficiency in handling refunds damages customer trust and loyalty.

I received only part of my order and was offered a partial refund, which was inadequate.

High Service Fees

Users are frustrated with unexpected service fees, especially when they believe they have met minimum order requirements. This lack of transparency in pricing leads to dissatisfaction and cancellations of premium services.

I was charged extra fees despite meeting the minimum order amount, which was not clearly communicated.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Non-Delivery Issues

Orders are marked as delivered even when they are not, leading to customer frustration and financial loss. This issue is exacerbated by the inability to contact customer support effectively.

Ineffective Support

Ingredient Customization

Delayed Deliveries

Refund Process Issues

The refund process is cumbersome and often results in partial or no refunds, even when orders are incomplete or incorrect. This inefficiency in handling refunds damages customer trust and loyalty.

High Service Fees

Quotes of the week

Hear from some of the most impactful users to drive changes

I always liked Glovo, but lately, it hasn't been working well. Orders get canceled too often due to technical issues or lack of couriers, leaving us without dinner. This happens too frequently, even with grocery orders.

penny_cherryx

I ordered a meal, but only the drinks and ice cream arrived. They offered to refund half the amount, but I had to reorder to get the missing items. I'm still waiting for the refund, and I've lost both money and time.

Abiigaiil1

I had an order with expired food, and when I disputed it, they said it wasn't eligible for a refund. Despite sending photos, they didn't compensate me, allowing stores to repeat this behavior.

ASuckar

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

I had an order with expired food, and when I disputed it, they said it wasn't eligible for a refund. Despite sending photos, they didn't compensate me, allowing stores to repeat this behavior.

Koray Okumus

Google Play

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User Experience Report

Report Date

Glovo: Food & Grocery Delivery

Top Insights This Week

Delivery Issues

Customer Support Problems

Order Customization Limitations

Refund and Compensation Concerns

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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

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The quotes of the week

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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

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