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Read MNers feedback on the Deliveroo food delivery service

(134 Posts)
YanaMumsnet (MNHQ) Mon 09-Dec-19 13:32:39

This is the feedback thread for the MN users who tested Deliveroo service of delivering food from local restaurants for their family feast.

Here’s what Deliveroo have to say:

"Welcome to Deliveroo. Life is too short for average food. Let Deliveroo bring you food from your favourite restaurants and takeaways straight to your door. Whether you’re stuck at work wishing for a wagamama, or fancy a family night in with PizzaExpress - Deliveroo has something for everyone".

Testers, please answer the following questions on the service you tested:

- How did you place your order - via the app or website?
- What takeaway did you order for your family?
- How easy was it to use Deliveroo?
- What did you like or dislike about the service?
- Would you change anything about the service and would you recommend it to a friend?

Feel free to share any pics of your food with your comment, if you’ve taken any!

All MN testers who leave their feedback on this thread and in the short survey we’ll send you will be entered into a prize draw where 1 lucky winner will get a £300 voucher for a store of their choice (from a list).

Thanks and good luck,
MNHQ

Terms and Conditions apply

Mimozaaa Tue 10-Dec-19 15:12:49

- How did you place your order - via the app or website?
I did place the order through the app.
- What takeaway did you order for your family?
Pizza hut pizza
- How easy was it to use Deliveroo?
Very easy and convenient
- What did you like or dislike about the service?
You didnt have a choice to make your own pizza on meal deals .
- Would you change anything about the service and would you recommend it to a friend?
Yes I would recommend to my friends.

reallychristmasaaagain Tue 10-Dec-19 15:14:15

1) order placed via website
2) Indian takeaway
3) very easy to use deliveroo
4) liked the number of choices and the ratings being available for the restaurants so helped in selection.
5) no it’s a pretty good service, I wouldn’t change anything and would recommend it to a friend.

Oriunda Tue 10-Dec-19 15:15:25

How did you place your order - via the app or website?
Via the website

- What takeaway did you order for your family?
Korean/Japanese food

- How easy was it to use Deliveroo?
Really easy and very quick!

- What did you like or dislike about the service?
Loved the choice. Very impressed with communication eg WhatsApp saying when due to arrive etc. Speedy delivery.

- Would you change anything about the service and would you recommend it to a friend?
Happy with service and yes would recommend to a friend - in fact, I posted on our local Facebook group recommending both Deliveroo and the restaurant.

WetDogsSmell Tue 10-Dec-19 15:19:05

- How did you place your order - via the app or website? As I’d not used Deliveroo before I ordered using the website but will probably download the app as I intend to use it again
- What takeaway did you order for your family? We ordered from a local Japanese restaurant. We’d not tried it before, in fact we didn’t even know it existed, so that was a good discovery
- How easy was it to use couldn't have been easier, really simple and clear website
- What did you like or dislike about the service? it was very easy to find the type of cuisine we wanted and then to choose the dishes. The pricing was clear at all times
- Would you change anything about the service and would you recommend it to a friend? we were sad that our favourite takeaway wasn’t on there, so an expansion of its offering would be great. Would definitely recommend to friends - the food was delivered correctly, in good time and still hot

mama36 Tue 10-Dec-19 15:20:41

- How did you place your order - via the app or website?
Website
- What takeaway did you order for your family?
Aagrah
- How easy was it to use Deliveroo?
Very easy
- What did you like or dislike about the service?
Like: v quick service with live updates on your order, received msg when driver was out for delivery, delivery man v polite
Dislike: none
- Would you change anything about the service and would you recommend it to a friend?
Everything was so perfect and I will definitely recommend

redmum2 Tue 10-Dec-19 15:27:37

How did you place your order - initially tried placing via the app but I couldn't work out how to add the code so had to order via the website.

What takeaway did you order for your family? Chinese takeaway from Oriental Express

- How easy was it to use Deliveroo? Choosing a local restaurant and selecting food to order was easy. How to register wasn't particularly obvious or user friendly. Couldn't work out how to enter discount code via app.

- What did you like or dislike about the service? Major issue that would put me off using is that we chose a restaurant to order from, spent time as a family choosing what to order and then when tried to place an order the restaurant had disappeared from the app. When I googled the restaurant and tried accessing Deliveroo directly from its website I got a message saying not currently taking orders, back soon. Had to start again with a 2nd choice of restaurant. Message was still being displayed for 1st restaurant hours later.

Also disliked that I needed to store my credit card details to order via the app which didnt feel particularly secure to me.

Disliked the fact delivery and service charge seemed to increase slightly between initial basket and checkout.

Liked the fact you could easily add or remove items and see running total cost and that delivery charge was displayed up front on list of restaurants.

Liked the fact food arrived quickly and within estimated time window and that you could track where it was up to. Food arrived well packaged and piping hot.

- Would you change anything about the service and would you recommend it to a friend?

Would add a warning about limited availablilty on delivery slots and need to book a time slot in advance if you want to be sure of being able to order. Delivery charge was quite high for some restaurants and I suspect some would do free delivery if you ordered directly, particularly with a big order. Also not related to order value so would put me off using unless ordering for a group. Would possibly recommend

CoffeeWithMyOxygen Tue 10-Dec-19 15:31:14

- How did you place your order - via the app or website?

Via the app

- What takeaway did you order for your family?

Burgers, fries and cake from a local place

- How easy was it to use Deliveroo?

Very easy!

- What did you like or dislike about the service?

I liked how easy it was to see the menu and browse different restaurants. Being able to see the driver’s location on the map is also very useful.

I have one criticism and it’s a disability access issue. We’d ordered ice cream with our meal and the restaurant happened to out. They tried to communicate this to us by phoning me, but I’m profoundly deaf and can’t use phones so they couldn’t contact me - they eventually just put an apology note in the bag of food. The service would be vastly improved is this had been communicated via the app instead as for deaf users like the experience can be soured by communication suddenly switching to a non-accessible format.

- Would you change anything about the service and would you recommend it to a friend?

I would recommend it, but please see my comments about as I think some aspects of accessibility could be better considered.

Betterversionofme Tue 10-Dec-19 15:33:22

1) We used app.
2)Korean food to eat while watching food related Korean drama
3)Easy. My 12 years old downloaded app on her phone and search for a very specific type of food. (Korean). We've seen you can type in search exactly what you want to eat. Gyoza, bulgogi, pizza, sushi, etc. 12 years old chose delivery time, ordered food, registeted for free trial for subscription for delivery, entered voucher code. I just watched.
4) Liked: Food arrived within 15 minutes slot given.
5) On app there is a tip for delivery person option. I think it is right to tip but it should be done after service. I think I would be more generous is I would get automated message STRAIGHT AFTER delivery. Thank you for your custom. Bon appetit. If you are happy with you delivery you can say thank you to your delivery person with tip here (link)

Betterversionofme Tue 10-Dec-19 15:34:15

And yes, I would recommend.

StandUnderMyUmbrella Tue 10-Dec-19 15:36:57

- How did you place your order - via the app or website?

I placed my order through the app on my iphone.

- What takeaway did you order for your family?

We ordered from Frankie & Benny's.

- How easy was it to use Deliveroo?

It was very easy to use.

- What did you like or dislike about the service?

I liked the time information from how long it would take to arrive and then the real time tracking of the delivery person.

I disliked the lack of choice, i think there could be a lot more choice on there.

- Would you change anything about the service and would you recommend it to a friend?

I would definitely recommend to a friend and i would just want more choices of food on there.

messyhair1 Tue 10-Dec-19 15:37:03

I placed my order via the website. I ordered Malaysian food for my family. It was easy to use. I placed my order, paid, and then they notified me when the restaurant had finished preparing my order and that the food was being picked up. It also had a pretty accurate estimated arrival time which I like the most. However, there was no picture on the menu and one of the dishes did not turn out to be the one I expected. It would be great if the menu could provide pictures for at least some of its dishes. Anyway, it was a great service and I would definitely recommend it to a friend and use it again.

munchbunch12 Tue 10-Dec-19 15:38:18

How did you place your order - via the app or website?
via the website

- What takeaway did you order for your family?
We had pizza and sides from Pizza Hut

- How easy was it to use Deliveroo?
Very easy, even for a technophobe like me!

- What did you like or dislike about the service?
I liked that it was quick and easy to order. I disliked that there wasn't that much choice, but that may be because I live in the suburbs of a large city rather than the city centre, where i imagine there'd be more options.

- Would you change anything about the service and would you recommend it to a friend?
I'd try to get more chains/independents to sign up, and yes, I would recommend it.

Finchbon Tue 10-Dec-19 15:38:49

How did you place your order - via the app or website?
Via the app
- What takeaway did you order for your family?
A kfc shock
- How easy was it to use Deliveroo?
Very easy
- What did you like or dislike about the service?
Driver spilt most of the contents (think gravy and beans) and was missing over half of the order as he’d not picked up all the bags. The live chat was friendly but said there was no way to retrieve the missing food so just added credit to my account. Meant 2 people didn’t get their meals. None of us got chips or drinks
- Would you change anything about the service and would you recommend it to a friend?
Have a way for them to contact drivers to rectify mistakes. Delivery charge getting toward £5 for some places. That’s too much of you just getting a £15-£20 takeaway. Wouldn’t recommend at all based on my one order. I do have £18 in refund sat there though so I may try again

caramal Tue 10-Dec-19 15:38:53

- How did you place your order - via the app or website?

Via the app which I downloaded and used for the first time.

- What takeaway did you order for your family

Indian takeaway from the Delhi, curries, sides, rice and man

- How easy was it to use Deliveroo?

Very easy to use, I had no issues.

- What did you like or dislike about the service?

I liked that it was quick and easy to use. It was simple to see what restaurants were open and time frames for each restaurant. I also like being able to track my food to my door.

- Would you change anything about the service and would you recommend it to a friend?

I would prefer to be able to tip when my food has been delivered by the app. I feel uncomfortable handing over a few pounds in cash, but also was unsure about leaving a tip as it was a new service I was using and I was unsure what the service would be like.
I would definitely recommend to a friend and I intend on using deliveroo again.

MarjoryStewartBaxter Tue 10-Dec-19 15:39:15

The confirmation we had been selected for this arrived after a really rubbish day at work and I couldn't be arsed cooking at all. Many thanks again for selecting me!

How did you place your order - via the app or website?
Via the app
What takeaway did you order for your family?
Pizza Express - Piccolo meals for the kids and big Romana pizza with deserts for DH and I smile
How easy was it to use Deliveroo?
Very easy indeed
What did you like or dislike about the service?
Really liked the amount of choice on there and how quickly it arrived. Great to be able to track the delivery person's progress and see how near they were (although the GPS went a bit strange and our driver appear to be jumping around to different streets at one point)
Would you change anything about the service and would you recommend it to a friend
I know this is standard and unlikely to change, but it seemed strange that we paid the same price we would have if sat down at a table in Pizza Express. As its takeaway we're not using a table, don't have a server etc. so could this be cheaper? It would have been a lot to pay without the voucher so probably would only use for a special occasion. Would definitely recommend to a friend however, there are cheaper restaurants we could have used!

decadance Tue 10-Dec-19 15:42:59

1) Order placed through the app.
2) Wagamama Japanese food.
3) Very easy
4) Easy to see the menus, and driver's location on the map.
5) Everything was great from start to finish, and I would recommend to my friends.

Sweetcheeks21 Tue 10-Dec-19 15:45:00

How did you place your order - via the app or website? Via the app
- What takeaway did you order for your family? Pizza Hut
- How easy was it to use Deliveroo? It was easy and straightforward
- What did you like or dislike about the service? It was easy to use and navigate around. I noticed a price increase on items (especially for eg on the Co-op site). Also the food was cold when it arrived so not especially enjoyable
- Would you change anything about the service and would you recommend it to a friend? Lower delivery charge, more restaurant options, no price increases shops such as Co-Op. Ensure food stays warm. I would recommend but would probably be more inclined to go directly to the restaurant.

bippo Tue 10-Dec-19 15:50:17

- How did you place your order - via the app or website?
I downloaded the app especially!
- What takeaway did you order for your family?
Wagamama
- How easy was it to use Deliveroo?
Very easy. The menu was the same as in the restaurant so we knew where to look for things easily. I liked the little timer that showed the process of the order and I also allowed notifications from the app that said when it had left the restaurant.
- What did you like or dislike about the service?
I liked that it was super simple to use. We used it on a really stormy night and I was worried that some poor person would be cycling (up a hill) with our dinner! I think the delivery came by car. We did have to microwave it as it wasn’t hot but I don’t think that was deliveroo’s fault.
- Would you change anything about the service and would you recommend it to a friend?
I would recommend it. I was so surprised at how many more options were on there than, say, Just Eat and I would definitely use it again. Many thanks for the opportunity to test it.

sfancy Tue 10-Dec-19 15:50:43

I was very excited to test out this service! I made the order thru the website where I ordered from Wagamamas. I found it was easy to use, however there were many promotional and discount codes that I tried to use but didn't work. I also noticed that Deliveroo was running a promotion if you ordered from specific vendors (Wagamamas being one of them) but it was not clear about the terms.

What I liked about the service was that it was easy to order and that I had the option of seeing when the delivery driver was leaving the restaurant with my order. I received a text via whats app which i thought was excellent. What I did not like was that one of the dishes I ordered was incorrect and the portion sizes seemed significantly smaller than what I normally get in the restaurant.

If I were Deliveroo I would try to make sure portion sizes were the same and make the text service more obvious ( about when the driver is leaving the location.) I also would run a loyalty scheme i.e order 10 times and get a £10 voucher off your next order. I would recommend this to a friend but would advise them to order food which is in a standard size: i.e a Pizza so that they could get the most for their money. Also, I would advise them to order food that travels well.

RatHammock Tue 10-Dec-19 15:52:19

How did you place your order - via the app or website?
Via the app.
- What takeaway did you order for your family?
Burgers, fries and milkshakes from Five Guys.
- How easy was it to use Deliveroo? - very easy.
- What did you like or dislike about the service?

No real dislikes, I really liked the ease of app, the fast delivery time and the delicious food.
- Would you change anything about the service and would you recommend it to a friend?
No I wouldn’t change anything and I would definitely recommend to a friend.

Kittywampus Tue 10-Dec-19 15:53:42

Thanks for choosing me as a tester, this was a lovely treat for us.

How did you place your order - via the app or website?

Via the website. I tried to use it on my phone (via the website, not the app), but the screen was too small and the pictures didn't load properly so I had to use the desktop computer.

- What takeaway did you order for your family?
Japanese food

- How easy was it to use Deliveroo?
Pretty easy from the desktop computer.

- What did you like or dislike about the service?

The service was great and very fast. In fact our takeaway arrived early.

- Would you change anything about the service and would you recommend it to a friend?

It would be great if there was an option to pre-book a delivery for a specific time

I would recommend the service to a friend, except that I don't think deliveroo are an ethical company, they treat their drivers badly, so I would prefer not to give them my money.

.

BT2016 Tue 10-Dec-19 16:06:23

- How did you place your order - via the app or website?
Via the app which was really easy.

- What takeaway did you order for your family?
We ordered pizzas from Pizza Hut. I didn't think there was a huge range of choices of restaurants to order from for our location.

- How easy was it to use Deliveroo?
Super easy. Much easier than JustEat. The app laid out each sub heading really easily which meant you didn't have to scroll through a hundred dishes to find the one you wanted. I liked that it would update you on the order progress.

- What did you like or dislike about the service?
I liked that you could schedule in advance when you wanted food to be delivered. However our food was 20 mins late. They did compensate us straight away without even asking via the app. I disliked that you had to decide whether to tip the rider when paying for your meal online so before you knew whether you would receive a good service.

- Would you change anything about the service and would you recommend it to a friend?
I would definitely recommend it to a friend but only if they couldnt go out and get food themselves. I feel like the food would have been hotter and fresher if we just turned up and got the order made fresh. There was a lot of time between when they said it the pizzas had been made and before our rider got to them to pick them up.

Damnpeskykids Tue 10-Dec-19 16:09:10

How did you place your order - via the app or website? Used the app

- What takeaway did you order for your family? Nando’s
- How easy was it to use Deliveroo? SO easy!

- What did you like or dislike about the service? Really liked the choice, that it gave the ratings of the nearest restaurants everything was very clear - no hidden charges at the end! Also that you could tip via the app, we very rarely have change to hand so was nice being able to give something for the speedy service!
- Would you change anything about the service and would you recommend it to a friend? No, was really happy with it all from placing the order to delivery all really good and would definitely recommend!
(We forgot to take pics blush oops!)

sewonandsewon Tue 10-Dec-19 16:09:39

- How did you place your order - via the app or website?
Website
- What takeaway did you order for your family?

Chinese set meal from a local restaurant, that we had not tried before.

- How easy was it to use Deliveroo?

Very straightforward.

- What did you like or dislike about the service?
Liked how clearly laid out everyone was, disliked the lack of choice - lots of local places were not listed, and lots of the places on there seemed a bit overpriced compared to other delivery websites. Also the images didn't always correlate to the menus, so it was a bit misleading!

- Would you change anything about the service and would you recommend it to a friend? More choice please, but would recommend to a friend.

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