Read MNers feedback on the Deliveroo food delivery service

[YanaMumsnet]

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

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

Using the website

• What takeaway did you order for your family?

Five Guys

• How easy was it to use Deliveroo?

Very simple to use

• What did you like or dislike about the service?

Enjoyed that we could pre-book our delivery for a set time, the live update mspy and the WhatsApp message to say our driver was on his way

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

Would definitely recommend. More variety of restaurants would be a positive

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

• What takeaway did you order for your family?

BURGERS

• How easy was it to use Deliveroo?

FAIRLY EASY. I FOUND THE TABS CONFUSING AS SCROLLING CHANGES WHICH TAB YOU ARE ON.

• What did you like or dislike about the service?

LIKED THE OPPORTUNITY TO SUPPORT LOCAL RESTAURANTS; THE UPDATE MESSAGES TO LET ME KNOW WHEN MY FOOD WAS ON THE WAY; POLITE DELIVERY PERSON. DIDN’T LIKE THE INABILITY TO MAKE CHANGES TO ORDERS E.G. SAUCE/CHEESE IN A BURGER OR TO COMMUNICATE WITH THE RESTAURANT DIRECTLY THROUGH DELIVEROO.

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

YES, ADD A BOX WHERE YOU CAN LEAVE A COMMENT ABOUT YOUR ORDER SUCH AS, ‘NO MAYO ON THE CHEESEBURGER’. I WOULD RECOMMEND BUT WOULD MENTION LACK OF MENU FLEXIBILITY.

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

I used the app to place an order after intially setting up my profile and address.

• What takeaway did you order for your family?

We got a KFC ... 4 portion boneless meal (4 pieces of chicken fillet, chips, drink and fries). Plus cookies and some cans of extra drink n extra sauces and a gravy.

• How easy was it to use Deliveroo?

So simple to use.
Choose the venue from those available
Then click n add your food choices plus options.
Click checkout
Add the code
Click pay... Bob's your uncle!

• What did you like or dislike about the service?

Likes
Soo easy to use
Simple to make choices n options
Easy to add a voucher

Can share a "code" to get others to join, and you get credit towards your next meal.

Being first order, I now get 30 days free delivery, which is pretty good, esp over the Christmas period (we all have extra takeaways this time of year).

Dislike
Delivery person was late collecting our order, and late delivering. No refund of delivery charge offered. (yes I know we didn't pay for it, but it should be a thing).
Limited choice of venues.

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

Would recommend, esp having now used, and with how simple it was... Would depend on how much delivery charge would normally be?

Food arrived nice n hot, which is better than my Chinese place, as sometimes your a second or third person to get a delivery. Deliveroo only deliver to you, which gets a big mark.

@YanaMumsnet
How do I add pics?

How did you place your order - via the app or website? a little bit of both, I did the actual order on the website whilst DH looked at the menu on his phone.

What takeaway did you order for your family? From a local American restaurant

How easy was it to use Deliveroo? Extremely!

What did you like or dislike about the service? The clarity of the website, the updates. I especially like the WhatsApp updates.

Would you change anything about the service and would you recommend it to a friend? Definitely recommend, you don't always want the same old Chinese takeaway. Nothing springs to mind that I'd change. It's brilliant to be able to have the food you want, from the restaurant you want when you want it!!

How did you place your order - via the app or website?
Via the website on my mobile phone.

• What takeaway did you order for your family?

Two burgers, chips and coleslaw from Byron Burgers

• How easy was it to use Deliveroo?

Unlike everyone else, I found it fiddly and annoying - on my Samsung phone, every time I pressed the "Back" button, it spat me out of my account and I had to re-enter the postcode. It wasn't obvious how to get from a takeaway menu back to the main menu without this happening. If I hadn't had the incentive of the voucher, I would have given up.

• What did you like or dislike about the service?

See above for dislike. Also, paying restaurant prices for a takeaway is much more expensive than our usual takeaways. Like: it arrived unbelievably quickly - really impressive speed, and sensible packaging.

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

I would make the website less clunky to use on an android phone as people don't want to have to download the app to try Deliveroo. I would recommend it to a friend in terms of speed of delivery and massive choice but I would warn them it was expensive.

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

I used the website- on my phone

• What takeaway did you order for your family?

Local Thai

• How easy was it to use Deliveroo?

Very easy but the advert on tv (which I know has already had criticism!) seems to suggest that you can order from more than one place at once. You can’t unless you place more than one order which just seemed like a faff so DH had to have Thai instead of the pizza that he’d wanted!

• What did you like or dislike about the service?

Easy to use, loads of choice of restaurants, the fact it’s ordered into sections like top rated, quickest delivery etc made choice easier! (We’re in a city so we had hundreds of places to choose from!)

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

As said above, would like the option to add food from several places to one basket instead of having to do separate orders. But apart from that, the website was great and the food came quickly and was delicious. Liked being able to track the driver. Would definitely recommend to friends.

We’re on the edge of a large conurbation.
Used the app.
We tried a Caribbean takeaway which cancelled our order, then an Indian takeaway which cancelled our order. No information why in either case.
We contacted Mumsnet and were advised to try again.
We ordered pizza.
Delivery was 40 minutes after the estimated time. When asked, the pleasant driver said a delivery vehicle had broken down.
Pizzas were unremarkable, a bit tasteless, we scored them 6/10
Underwhelming experience!

• How did you place your order - via the app or website? I ordered via the website after setting up an account.
• What takeaway did you order for your family? I ordered Japanese from Wagamama.
• How easy was it to use Deliveroo? Very easy, able to choose from the menu online.
• What did you like or dislike about the service? Liked how quick the order took for delivery and also liked the wide range of vendors available to choose from but disliked that a mistake was made on my order though this was credited
• Would you change anything about the service and would you recommend it to a friend? I would recommend to my friends as it's a convenient way of getting food delivered

1- I placed my order on the website

2- we ordered from a burger and pizza place so we could have a mix of food. In our was a deal so we got a full peri chicken too!

3- Using deliveroo was straight forward. Enjoyed the simplicity of the site

4- Liked-
Simplicity of website
The tabs at the top to swipe through to desired parts of menu rather than carry on scrolling down

Dislike-
The address for delivery was a little confusing. Top bar was flat number or name- we don't live in a flat. Didn't want to put anything in here in case delivery driver would get confused.
Would be useful to filter according to diet- halal/vegetarian etc

5- only thing I would change is flat to flat OR house number and maybe a slider option to confirm if house or flat
Would recommend

Came at the right time too as we've all been ill and really cba with cooking lol. Thank you

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

• What takeaway did you order for your family?

We ordered from Yo! (Sushi and noodles). The children had requested sushi when they found out we were going to be testers.

• How easy was it to use Deliveroo?

I found it very easy.

• What did you like or dislike about the service?

I got notifications telling me when it was on its way. That was good for hungry boys! The fact that you could leave a tip for the driver. Not too much choice, but enough. Clear offers and delivery charges were obvious. I also like the feature that you can only see open restaurants on the choices. I noticed this because I’d looked the day before and then late the night before and the choices had been different because some of the places were closed by then. I ordered as I left work and it arrived 20 mins after I got home. Perfect timing. The food was brilliant too (everything was demolished).

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

Perhaps the possibility of ordering from multiple places, like you can with other delivery services.

I would recommend to a friend.

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

• What takeaway did you order for your family? Thai
• How easy was it to use Easy

• What did you like or dislike about the service? My daughter placed the order and I noticed that as a new customer the delivery charge was £1 cheaper than when I (an existing customer) made the order. Also, the order was 8 mins late, although not the fault of Deliveroo. What was good was the fact I could track the driver and could see exactly where they are.

• Would you change anything about the service and would you recommend it to a friend? The pricing should be consistent. I would recommend for convenience, however prices voa Deliveroo are higher than going direct to the restaurant.

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

Via the app

• What takeaway did you order for your family?

A local pizza place

• How easy was it to use Deliveroo?

Very easy, the app is simple and clear

• What did you like or dislike about the service?

I liked that it’s convenient, the app is simple and there was a really good range of takeaways in my area to choose from. I didn’t like that the delivery estimate seemed really wrong - the food arrived 30minutes after the estimate stated it should

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

I wouldn’t change anything and I will definitely recommend it

Only thing I'll add as a side note.... Shame we didn't get to keep the change!

At the mo, that almost £18 would have been quite nice. When I say... At the mo ... I mean, my fiancee going through cancer treatment, and not up to going out at all at the moment, bar hospital visits for chemotherapy n radiotherapy.

I'm almost recovers from my own surgery due to a massive abscess going mental and causing my face to swell soo much, it almost took my eye out. Was rushed in for emergency operation.

Being able to have a second with the cja he up to Christmas, would have been a nice extra treat, esp as delivery free now for 30 days.... Deliveroo offer.

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

I used the website as I thought it was easier to browse than the app

• What takeaway did you order for your family?

We had a South Indian meal

• How easy was it to use Deliveroo?

Super duper easy!

• What did you like or dislike about the service?

On the plus side: Loved how easy it was to browse menu options and make selections - much simpler than the old fashioned ordering-via-a-takeaway-menu-over-the-phone that we used to do!!

On the minus side: we ordered from our local Indian restaurant who do free delivery for orders over £25. So using Deliveroo basically cost us more (especially annoy as I went £3.50 over budget as a result!)

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

It’s really good, and I love how you have so much choice (in my part of London anyway) so would definitely recommend and use again especially since there’s a lot of good restaurants nearby which don’t offer delivery but have partnered with Deliveroo.

Thank you very much for selecting us for this trial!

1 - I accessed through the app
2 - Gourmet burgers from local restaurant
3 - really simple and easy
4 - liked the range of restaurant choices on the app including ones which I would not have thought would have a delivery service. Also liked the tracking feature so you had an idea of when it was in its way etc.
5- can’t think of anything to change and yes I would definitely recommend it to a friend and use it again.
Thank you for the opportunity to test it out

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

On the website, I find it easier to use than the app.

• What takeaway did you order for your family?

Japanese; sushi, gyoza, edamame.

• How easy was it to use Deliveroo?

Pretty straight forward.

• What did you like or dislike about the service?

I would like more pictures of dishes as this makes it easier to see exactly what you are getting, we were trying a new place so it felt a bit of a shot in the dark.

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

More pics please and yes.

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

• What takeaway did you order for your family?

chinese

• How easy was it to use Deliveroo?

very easy and quick

• What did you like or dislike about the service?

i like everything

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

no, it all ok. yes i would recommend to friend

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

Via the app - downloaded it - no problem at all and chose our meals

• What takeaway did you order for your family?

Pizza Express

• How easy was it to use Deliveroo?

Very easy - some difficulties because there was so much choice and we needed to settle on one place we both wanted. It was great watching the progress on the app and the meal arrived in the right time slot - impressively quick for a Friday night.

Unfortunately that's where it all started to go wrong. The delivery driver didn't have any insulated packaging and half the order was missing. I queried it with him but he didn't have it then tried to contact Deliveroo. Deliveroo had no phone or chat function, which was frustrating and the only contact option was to email them (response in 48 hours). We did want to eat in less than 48 hours so I called the restaurant directly who were lovely and promised to send the missing items straight back out. It was only after this that I realised that my pizza had no toppings at all. No point contacting the restaurant so I sent another email to Deliveroo (48 hours). The meals were pretty cold because they hadn't been kept insulated and a Fiorentina pizza with no toppings really isn't the same. Redelivery was great. After 48 hours I got an email from Deliveroo saying that they could see it was all fine now. Really? No insulated bags, cold food, no toppings, missing items and all fine now?

• What did you like or dislike about the service?

Liked - app was great, we enjoyed watching the meal progress, liked the option to leave a tip and did so.

Disliked - no insulated bags to keep food warm so cold meals (never had this with any other delivery service), missing items, missing topping, no fast contact option for Deliveroo itself, Deliveroo staff didn't deal with the issues raised.

So overall not very impressed sorry - we really appreciated the voucher, thank you Deliveroo, but the experience was not a good one.

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

Yes - give drivers insulated bags for carrying food.
Restaurant - check order carefully
Deliveroo - provide a phone number or an online chat option for contact with an instant response
Deliveroo - please tell your customer service staff that a complaint about missing items, no topping and cold food is not all sorted now

Would I recommend it - no, sorry, I've had consistently good experiences with a variety of other delivery companies and restaurant direct delivery - this was a bit of a train wreck

I have photos of the Fiorentina pizza with no toppings but can't figure out how to share them on Mumsnet

(sorry to be grumpy!)

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

On the website.

• What takeaway did you order for your family?

Burgers, chicken and fries

• How easy was it to use Deliveroo?

It was very easy to use.

• What did you like or dislike about the service?

I liked how the food was delivered 15 minutes before the estimated arrival time. I liked the status of the food on the screen which kept you informed throughout about what was happening and the whatsapp notification. I disliked that delivery prices were a lot even if the address was very local to me. I disliked that there were not a lot of variety of restaurants on the site in my area, when there are actually so many in Birmingham. It puts me off that a large majority are not on there.

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

I would offer more variety of restaurants and cheaper delivery options especially for smaller orders. I would link delivery costs to the distance taken to get there. If a restaurant is only 5 minutes away it doesn’t justify high delivery costs. Otherwise I would recommend to friends for anyone who wanted a quick takeaway delivered to them in record time hot and tasty!

How did you place your order - via the app or website?
I used the website I did regret not downloading the app though as it would have been easier to watch the backdoor and the map whilst waiting (drivers round our way get lost a lot)

• What takeaway did you order for your family?

KFC we live a long way away and don't drive so don't often have it

• How easy was it to use Deliveroo?

It was very easy to use. However when we were trying to work out where to order from places kept appearing and disappearing which was a bit confusing

• What did you like or dislike about the service?

It was obviously more expensive than the in--store prices which was a bit off putting to have this and a delivery fee

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

Maybe offer a free delivery over a certain amount spent. I would recommend it but in more of a we've done this and it went fine rather than a wow you have to try this way.

Thanks very much for including us in the trial

1. I placed my order through the app. Dead easy and quick.

1. We ordered from a fancy veggie burger place that we've been dying to try for ages.

1. It couldn't have been easier to use deliveroo.

1. I liked the convenience! If it took 5 minutes from starting the order to placing the order I'd be amazed. And delivery was surprisingly quick too!

1. The only thing I'd change is that we couldn't customise our orders, but I imagine that's the restaurants preference rather than a deliveroo thing. I don't know!

6.recommend it to a friend? I told my sister how amazing it all was as soon as I'd placed my order! So yes, and have done already!

Thanks for this, great product test.

First of all, thanks very much for choosing me - I've had a hellish week (long shifts) and this took the pressure off for one night at least!

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

I used the website but will look into the app.

• What takeaway did you order for your family?

Greek from a small pop up restaurant near us. The choice of different places was amazing, but the menu for each place was more limited than if we ate on site from what I remember. The food was great though!

• How easy was it to use Deliveroo?

The website was really easy, everything went smoothly.

• What did you like or dislike about the service?

I liked that it was all very quick - from ordering to delivery was less than 45 minutes, and everything arrived piping hot. I don't like that there is a separate delivery charge and tip on the site, it makes the delivery service in total very expensive. In this case the delivery charge was £2.99 so I took that as being the tip. Also - a tip is for good service, so why are we being asked for it before we've had the service? What then happens if they don't deliver or deliver the wrong things?

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

I would make it clear where the money from the delivery charge was going - to the driver, in which case they're already getting paid and we can pay more if we want - or to the restaurant, in which case, why? I would recommend it to a friend though, and will probably use it again as the choice is amazing.

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

• What takeaway did you order for your family?

Italian pasta

• How easy was it to use Deliveroo?

It was relatively easy

• What did you like or dislike about the service?

I didn't like that it wasn't possible to schedule a time for the delivery. I wanted to order it quite early in the evening for around 7pm and the option to schedule it wasn't available. I would also have liked the option to pay via Paypal rather than having to have my card details stored on the app. The biggest problem I had was the way my order was packed. I'm not sure if this was the restaurant or deliveroo though. The desert and the salad all went in the same bag - hot and cold items together. The desert had a lot of fruit sauce on it and this was put sideways into the bag and hence all the sauce was spilled over the containers of pasta. It was a real mess when we received it!

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

Mainly the issues above. I think the driver needs to be aware of what food he/she is transporting and carry it appropriately. They should also communicate properly with the restaurants and advise them on how to pack their food if it is clear that the food will not fair well in transit. Otherwise the app itself was really easy to use. I was quite surprised actually and I would definitely use it again. I liked how you could track the order to the point that it was being collected.

I used the website as the app wouldn't download on my elderly iPad (in fact the website wouldn't work on it either, had to fire up the laptop).
We ordered from a local Lebanese/Palestinian place we had been wanting to try.
Deliveroo was fairly easy to use when I got logged in, although it was annoying that when I pressed Back I had to re-enter the address. I was also surprised that it didn't ask for postcode firs to check availability - instead I had to type in the whole address.
I liked the speed of delivery and the choice of food available. The prices did surprise me - not that it is down to Deliveroo - but normally we pay about £25 for a takeaway for two and it cost us the full £40. It feels more like restaurant prices.
I opted for a whatsapp message to let me know when the delivery was on the way, but the message arrived just as the driver did! It would have been good to have more warning. But that's just nitpicking.
I would probably recommend it to a friend, yes.

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

• What takeaway did you order for your family?

Indian Street food from a local restaurant that we already know

• How easy was it to use Deliveroo?

Pretty easy. Website worked fine although I wasn’t keen on multiple lists of restaurants rather than just 1 list. Got a call when the driver was at the door.

• What did you like or dislike about the service?

Liked big choice of restaurants including local favourites. Food was not hot...driver delivered quickly after pick up (and on time) so restaurant obviously cooked it too early.

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

Make sure restaurants cook food to order rather than too far in advance. One simple master list of restaurants with recommended badges on instead. Please add food hygiene ratings onto each restaurant.

Thanks.