Glovo: Food & Grocery Delivery
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
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.
Users' choice
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.
Runner up
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.
Straggler
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.
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
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.
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.
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.
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
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.
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