Find out what Mumsnetters thought of Zapp

[AliceLMumsnet]

This is the feedback thread for the Mumsnet users living in London who have tested Zapp, an app which delivers all your essentials in minutes, 24/7.

Testers, you can now share your feedback. Please do so by responding to the questions below on this thread, as well as filling in the short survey that we have emailed to you.

1. What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use?
   
2. What products did you order via Zapp? Were you able to find the products that you wanted?
   
3. What did you like about the service and delivery?
   
4. What other products/features/services would you like to see Zapp offer in the future?
   

All testers who leave the required feedback will be entered into a prize draw to win a £100 voucher (from a list).

Here’s what Zapp have to say:
“Run out of nappies at 3 in the morning? Haven’t had time to go to the shops to pick up dinner? Or simply just need a glass of wine after a long day? Zapp is here to save the day.

Choose from over 2,000 curated items, delivered in 20 minutes or less, with no minimum order value and free delivery over £30. You look after the kids, let Zapp look after you.”

Thanks!
MNHQ

Insight T&Cs apply

[sfancy]

1. What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use?
   

I loved the way the products were grouped and that the site was easy to use and navigate.

1. What products did you order via Zapp? Were you able to find the products that you wanted? I ordered a lot of snacks and drinks-but healthy ones which are normally difficult to find in a regular supermarket.
   
2. What did you like about the service and delivery? I loved that everything came within 20 minutes-incredible really.
   
3. What other products/features/services would you like to see Zapp offer in the future? I would like to see a reduction in the prices as they were pretty high

[AProperStinging]

1. What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use?
   

It was pretty easy to use, yes. Comparable to other similar apps e.g. Getir. I found it visually appealing.

1. What products did you order via Zapp? Were you able to find the products that you wanted?
   

We ordered cheese, bread, bananas, vodka, diet coke, crisps and sorbet.

We were able to find most of the products we wanted, or a similar alternative.

1. What did you like about the service and delivery?
   

We really loved to hear that the drivers are employed rather than self-employed/on zero hours contracts, as sometimes I worry that it's not very ethical to use this sort of delivery service (but we do use them quite often as we have no car).

Delivery was quick, courteous and friendly and all of the products were correct.

1. What other products/features/services would you like to see Zapp offer in the future?
   

My only really major suggestion/issue relates to the free gift - a bag of sweets. I wasn't happy to receive this.

I don't want junk food delivered to my house without any prior warning or choice. Sweets are unsuitable for many people for different reasons, such as diabetes, being on a diet or having an eating disorder, generally trying to avoid giving children junk food, keeping halal/kosher etc.

Other apps such as Getir always give a choice of various different promos and freebies for exactly this reason. I would strongly urge you to rethink this and to either ditch the freebie completely, or (preferably) offer people a choice so they can pick something suitable.
You wouldn't deliver alcohol to a household without asking them first and I think the same should apply here.

[AProperStinging]

Forgot to say we also liked that it was a plastic-free delivery

[OB1Kenobi]

I was only able to use the app once as when I tried to use it again the app said it didn’t deliver to my area. When I queried this in the Contact Center in the app, I was told that they only delivered to the other half of my road (not a long/ main road, only 110 houses). When I said that I had previously been able to order I was informed that Zapp can and had changed their delivery areas. This meant that the £10 credit that I had left in my account was lost- I hope that Mumsnet will not be charged for this? And the £1.99 delivery charge I had paid for that was refunded to my account was also lost as I could not see a way to cash this.

1. What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use?
   

When I initially used the account, I found it easy to use.

1. What products did you order via Zapp? Were you able to find the products that you wanted?
   

We ordered ice creams and were pleased with the range of products available.

1. What did you like about the service and delivery?
   

The delivery was fast and the ice creams were still cold and had not melted! The courier was polite and friendly.

1. What other products/features/services would you like to see Zapp offer in the future?
   

Maybe let customers know when they are no longer going to deliver to their address and offer them the option to cash in any credit on their account.

[sarahbanshee]

1. What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use?
   

I had a lot of issues with the app - at first it wasn’t showing my Mumsnet discount, then when I finally had the discount it said I couldn’t order because my mobile had “already been used” & I had to contact their customer service. To be fair though the customer service response was quick and sorted it out.

My favourite feature of the app was probably seeing what is & isn’t in stock.

1. What products did you order via Zapp? Were you able to find the products that you wanted?
   

I ordered a few basics - fruit and veg and some bread - and a couple of treats - some ice cream and some biscuits. I wanted to order some bakery items but they kept going out of stock, as did a lot of things - I thought it was a fairly limited range already and then the stock seemed to fluctuate a lot. It was also pretty expensive for what it was.

1. What did you like about the service and delivery?
   

Customer service was quick to respond and sort out problems. Delivery was also quick.

1. What other products/features/services would you like to see Zapp offer in the future?
   

Don’t really have an answer to this - with all the problems I had using the app, and the high price and stock issues, I won’t use again. I live in London and we have a well stocked shop on our high street so paying over the odds for the convenience really isn’t worth it, it would have to be top quality items and reliably in stock.

[Lyn29]

What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use?
I found the app very easy to use, I liked all the different sections such as beauty, groceries etc. I found the app easy to navigate, easy to find what I wanted, easy to enter my information and fast. My favourite part of the app was the different categories. I found this so much better than just trawling through loads of products, as it made it easier to find what your looking for.
What products did you order via Zapp? Were you able to find the products that you wanted?
I ordered some bath salts and and a pasta making kit from a company that I always wanted to try. There wasn’t anything specific that I wanted to buy so I chose something that would be a treat and not something you would normally find on a delivery app.
What did you like about the service and delivery?
Thd delivery was here in 11 minutes and the man was super friendly, smiley and warm. I couldn’t believe how quick the delivery was!!
What other products/features/services would you like to see Zapp offer in the future?
Special deals, competitions, maybe points/loyalty to collect. Cheaper groceries as the mark up on normal groceries eggs etc was quite extreme but for treats/pamper stuff, that was really reasonable. Products I can’t really think of as they dud have a good range but I did find that the wine list was quite restricted.

Thanks for choosing me!!!

[PocketBirdie]

What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use?
I liked the variety of items on offer. Some interesting brands/products, a good vegan range. A few more basics would be handy though e.g. daily bread.

What products did you order via Zapp? Were you able to find the products that you wanted?
A mix of essential stuff e.g. milk and bread (although couldn't order bread so got bagels instead) and some treats like Little Moons ice creams, pringles and Kinder biscuits.

What did you like about the service and delivery?
Delivery was super quick (under 10 mins). I was amazed as we're in a south west London suburb rather than anywhere central. Very impressive!

What other products/features/services would you like to see Zapp offer in the future?
Some offer incentives. Getir seem to offer some very enticing offers including impressive monetary discounts depending on how much you spend.
I've just clicked on the app and it says it doesn't deliver to my area so that would obviously determine whether I used the service again!

[MadamElderfield]

3 What did you like about the service and delivery?
The delivery was pretty quick and the guy who dropped it off was absolutely charming.

4 What other products/features/services would you like to see Zapp offer in the future?

More choice for each item. I think there was only one choice for sausages for example which were kind of too meaty for my liking so i wouldn't order them from Zapp again unless there was another choice.

Maybe they could do pre-populated baskets or something. Like if you often ordered nappies, they could send you a notification saying 'need more nappies?' and then you'd go into the app and your basket would already be ready to go with nappies and wipes.

[EllePlateMum]

What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use?
I found the Zapp app easy to download, simple to navigate and as there isn't a massive selection you don't tend to get "lost" in the app.

What products did you order via Zapp? Were you able to find the products that you wanted?
After the bank holiday weekend when my basics were running low, I did a late evening order of various essentials including Hovis sliced bread, orange juice, new potatoes, sugar -- you get the picture.
This is where Zapp plays to its strength: it's a great go-to for those essentials you need or can't quite justify a trip to the shops for so few items. And because you're not faced with an overwhelming selection, it's pretty quick to find the item you're looking for or something near to it.
Several items I might have chosen were not available but that was made up for by the quality of the vegetables I did order, especially the cauliflower.


What did you like about the service and delivery?
I liked how you received a text with the estimated delivery time, but the service was fantastic as they came even sooner. I don't know if that was a one-off but was very impressed!
On the app I liked how the company is donating to the DEC Ukraine appeal, but was also really pleased to learn that the drivers are proper employees of Zapp. That also made me feel safer for potentially using them for late-night orders.
Our delivery guy was a lovely personality and it was great to see the items delivered in paper bags rather than plastic.
A very nice touch was the surprise packet of candies they included; it may not be to everyone's taste but if you didn't want to give them to your kids, it would make for a cute gesture to pass onto someone who needed a little appreciation. GP receptionist, anyone?

What other products/features/services would you like to see Zapp offer in the future?
Special offers, or a wider range of prices would be helpful.

[BigLlamaLady]

What was your favourite feature of the Zapp app?

Really easy to find items, loved the ease of the categories to help me find what I wanted

Did you find the Zapp app easy to use?

Couldn't have been easier, navigation was smooth and checkout was simple

What products did you order via Zapp?

I ordered a couple of things I'd forgotten at the shops - fruit and a loaf of bread. Also treated myself to a chocolate bar, the choice on Zapp was a bit fancier than what I'm used too!

Were you able to find the products that you wanted?

Yes, very easily

What did you like about the service and delivery?

Delivery was really quick, liked that it came in a recyclable paper bag

What other products/features/services would you like to see Zapp offer in the future?

More product stock, a couple of things I ordered weren't in stock unfortunately

[Trinidading3]

What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use
My favourite feature was the ease of usage and the colour of the zapp logo/design. Zapp was easy to use.

What products did you order via Zapp? Were you able to find the products that you wanted?
I ordered bread, milk, single cream, serloin steak, satsumas,eggs.
I found most of the products except the brand of bread and the mince meat was sold out, I needed it to make burgers.

What did you like about the service and delivery?
It was amazingly fast the guy actually got here in 8 minutes and he was so friendly and smiley, he seemed like he was loving his job so far, the packaging was great nothing spilt or squashed like my other deliveries from Deliveroo etc. I had a guest with me when I ordered and she was blown away with the supersonic delivery he definitely smashed Deliveroo and Just Eat.
What other products/features/services would you like to see Zapp offer in the future
I would like to see more range of products, more choice less out of stocks, food and clothing delivery and books.

[Elianna]

What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use?

The app was very easy to use and everything was set up and laid out nicely, which made it very easy navigation.

What products did you order via Zapp? Were you able to find the products that you wanted?

I was so excited about trying the app, but I was soon left disappointed with the limited selection and high prices. I ended up ordering some cheesecake and sourdough bread, items that I didn’t really need but it was difficult to justify the price of the some of the other options. It wouldn’t be so bad if the prices factored in the delivery costs but delivery was an additional £1.99 per order.

What did you like about the service and delivery?
I liked the speed of delivery! Receiving a grocery order in 14 minutes was impressive and very convenient if you’ve forgotten an essential item and can’t pop to the shop.

What other products/features/services would you like to see Zapp offer in the future?

For me to consider using Zapp the prices would need to be on par with local shops and I’d need more selection.

[Beachtrip]

1. What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use?

Straight forward, some cross indexing of items, but quite user friendly.

1. What products did you order via Zapp? Were you able to find the products that you wanted?

Milk, I cream, something else I forget.
Most items were available, few basics out of stock and I've noticed that since that everyday items seem to sell out very quickly

1. What did you like about the service and delivery?

Very quick and easy, good updates.

1. What other products/features/services would you like to see Zapp offer in the future?

Just better stock levels. Otherwise was a good range.

[chanchan86]

What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use? I loved that it was very speedy and had a variety of items. The app was very easy to use.

What products did you order via Zapp? Were you able to find the products that you wanted?
I ordered some fruits, pasta and baby wipes.

What did you like about the service and delivery?
Super speedy delivery , polite friendly courier, items were packaged well

What other products/features/services would you like to see Zapp offer in the future?
more household items- wider variety.

[Quietvoiceplease]

Thanks for the chance to test Zapp. My feedback as below
What was your favourite feature of the Zapp app? Did you find the Zapp app easy to use?
The app was fairly straightforward to use, and the categories felt fairly intuitive. I was very impressed with the range of items available, and the quality of the brands. Had an issue with applying the discount code, but gave up. More frustratingly, when I applied my postcode was eligible for deliveries, but by the time I tried to purchase it indicated my postcode wasn't within scope. I resorted to visiting a friend a couple of minutes away (I'm on the border to two postcodes) and ordered from hers!

What products did you order via Zapp? Were you able to find the products that you wanted?
I ordered a mixture of items to test out the quality and range, including fresh fruit and veg, frozen items, packet items and treats. All the food was excellent. I actually thought the asparagus was probably the tastiest I have ever had (and we've eaten a fair bit of it over the years). It was all lovely.

What did you like about the service and delivery? The delivery was unbelievably quick. I loved the postcard that came with the order explaining who the delivery person was and that they had an actual job. One of the things I worry about with services like this is that I am supporting zero hours jobs which can feel exploitative - so good to know it wasn't the case.

What other products/features/services would you like to see Zapp offer in the future? In honesty, it feels like such a large selection that I can't think of anything I looked for and that I couldn't find. It's an excellent choice.

[AliceLMumsnet]

Congratulations to @Trinidading3 who has won the £100 voucher! Please check your emails for instructions on how to redeem this voucher 😀