Deliveroo
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Poor Customer Service
Many users express dissatisfaction with the customer service, citing unhelpful responses and lack of resolution for issues like missing items or incorrect orders. This problem impacts around 25% of users.
Customer service is unresponsive and fails to resolve issues like missing food.
App Functionality Issues
Users frequently encounter problems with the app's functionality, such as forced updates, inability to open the app, and incorrect order settings. These issues affect about 15% of users.
The app forces updates and sometimes won't open, causing order disruptions.
Refund and Compensation Problems
A notable portion of users experience difficulties in obtaining refunds or compensation for undelivered or incorrect orders, affecting approximately 20% of users.
Refunds are hard to get, even when orders are wrong or not delivered.
Users' choice
Uber Eats receives mixed feedback, with users praising its convenience and fast service, but criticizing its customer support and high fees. Many users report issues with incorrect or missing orders and difficulty in obtaining refunds.
Runner up
DoorDash is appreciated for its variety and convenience, but users frequently complain about delivery errors, high costs, and poor customer service. Some users express frustration with the app's functionality and the quality of delivery personnel.
Straggler
Deliveroo experiences mixed reviews, with some users appreciating its ease of use and variety of options, while others criticize its customer service and frequent delivery issues. Users often report problems with order accuracy and delayed deliveries.
Refund Delays
Customers experience significant delays in receiving refunds after order cancellations, sometimes waiting over ten days without resolution. This issue undermines trust and satisfaction, leading to app deletions.
Customer Service Gaps
The app's customer service is often unresponsive or ineffective, failing to resolve issues like missing items or incorrect orders, which frustrates users and leads to app abandonment.
Delivery Inconsistencies
Deliveries are frequently late or incorrect, with no effective resolution or compensation offered, causing dissatisfaction and app deletions.
App Functionality Issues
Users face app functionality problems, such as forced updates and diagnostic errors, which hinder their ability to place orders and use the service effectively.
Subscription Management
The app's subscription management is confusing, with users unable to easily cancel or pause subscriptions, leading to unexpected charges.
Order Option Errors
The app sometimes automatically changes delivery options to collection without user consent, causing confusion and inconvenience.
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