Just over a week ago Deliveroo went live and since then I’ve only managed to use them once. Not because I had a bad experience or anything, my food actually got delivered ahead of time. But the reason I’ve used them only once is because only one of the restaurants I frequently order from are on Deliveroo while the rest are still only Carriage.
But, I have been hearing a lot of good stuff about them, mostly about how their customer service is so great. I think Carriage’s biggest weakness is their customer service which is why Deliveroo might be focusing so much on it. People have been getting Deliveroo credit for late orders, some people have gotten hand written apology notes and I personally had a good experience when I posted the photo above of one of their drivers looking super dope and asked for the jacket. They actually sent me one the next day and it’s actually a very cool jacket.
So what has your experience been like?
59 replies on “What’s Your Impression on Deliveroo?”
No critique on them yet as they still don’t deliver to my area. So in a sense I guess that IS a critique of sorts…
+1
So far I made one order, and it was from Shake Shack (which is great because the other app that delivers Shake Shack does not deliver to my area). The overall experience was awesome, food came early, it was still hot, and the ordering experience felt very personal, they told me who my driver is, they gave me a few heads up on my order, and the driver was super polite. So far so good
I am curious to know if Deliveroo in Kuwait is a franchise or is it fully owned by the main UK company? Considering all other food delivery companies are local
I think the one here is tied to their UAE office.
couple of orders. All good.
I will be one of the first to sign up for their plan when they roll it out.
Can I also get a jacket for my comment? Medium size please.
Ordered twice.
Overall Satisfaction rate : 10/10
Waiting for more restaurants to browse through the list.
Very good so far. I just have a few areas that I think should be improved.
1. If you are paying by KNET, you cannot tip the driver AFTER delivery, you need to prepay the tip (which I might not want to do in case the driver has issues reaching me)
2. The delivery estimate changes as time goes by. (For example, if they promised 20-30 mins and the order is running a bit later than that schedule, it will change the estimated delivery time to 35-40 mins for example. Having said that, from the two orders I had delivered so far, none passed the original high estimate.
Also, it seems that their service as of now is limited to areas north of 6th RR only.
Spot on. Same comments I had. Especially with tipping, this should be done after the driver has delivered the food. Just as it is with Uber
Also an FYI to everyone: Deliveroo have a Kuwait website that doesn’t really show up in search engines yet.
https://deliveroo.com.kw
I got my food delivered 10 minutes earlier than expected so I was very very happy. Not like Talabat which is always 30 minutes late.
Been nearly perfect so far.
Ordered 3-4 times to work and my house and they have reached on time despite traffic and rain and the food has come hot.
I can’t complain.
I just placed my first order with them and then few minutes later I read your post 🙂
My first experience with Deliveroo was excellent. Very user friendly and within time. They are very professional. I prefer them over competition.
Carriage sucks, their drivers looks like some random slum person who can’t count. How many times It happen to me that they don’t have change, don’t know head of time the bill amount, gets completely confused when I give them 24 kd when the bill is 14Kd, and all they have to do is give back 10KD.
Huge confusion on his face, and spend the next 2 min not knowing what to give me.
Also why Carriage don’t have uniform?
I’ve been trying to order from them as much as possible just to get a better picture of the experience and so far it’s been pretty great. I’ve gotten credit for 3 orders that were only a few minutes late and I’ve only really had one poor experience and it was mostly to an inexperienced driver.
i have ordered 3 times everything was great my only issue is that a lot of restaurants dont include pics to their dishes
and i got credit for being 10mins late and i even got credit when i installed the app $16
I think everyone is having a great experience because they’re still in let’s “beta” and operate in selected areas. Carriage was also amazing at the beginning until it grew so large, although I personally have yet to experience anything bad from carriage.
I’m jealous from all of you guys who tried it out ;.;
My experience with them sucks. I advice deliveroo management to provide their drivers some extra cash. The guy who delivered my food did not had a change of 10 KD and he was expecting me to bring it from somewhere until I got angry. What is the use of delivering at home then.
I think that I am unlikely to use their services for the foreseeable future as currently all my food gets delivered to me by my amazing “Wifey services”.
It’s great! The food always arrives on time, piping hot, cooked so well with the fresh ingredients that I carried home the weekend before, served with a smile – and one fantastic feature – I don’t even have to order as I simply imagine the meal and voila, it appears!
Beat that Deliveroo!!
Why?
Poor wife.
Lol.. my exact thought!!
Deliveroo is in the initial stage so it all good. Have any one tried mashkor app?
FOMO is catching up to me, tomorrow I will set up an address in kw city [where my office is and I don’t usually eat up there] just so that I won’t be left out anymore 🙂
I have used the app twice now , so far so good. Also one of carriage biggest weakness is that you can’t rate the restaurants or the driver
The only issue I have with them is that they ask you to enter your debit card information directly in the app, and not on the KNET website; which was a little alarming.
That’s how international apps work. Uber app doesn’t send you to a knet page
They customer service said they don’t accept cards issued by Islamic banks , I told them that I have ordered twic and my bank is Islamic. They said it varies from customer to customer
Really than please how the local debit card payment are processed??even the biggest companies including telecoms have to re direct you to knet to process the debit cards
They process it as a Visa debit card not knet.
I can’t add kfh card its giving unexpected card error:(
Not all banks have that service activated. I believe only NBK debit cards work online as credit cards.
Ahli United – doesn’t work
Warba – doesn’t work
NBK – yes, because I use it at Amazon all the time
check with your issuer bank, if they support 3DS (VbV or MC SC) then your debit card should work online, i believe most banks have it activated.
That’s better atleast your card information is secured 🙂
1st order: driver when to a different area. Turns out they use what u locate as ur address, not the actual address i typed.
Order cancelled due to delay then they gave me an apology money/credit!
First order and they were late, but they gave me in app credit and the next day they sent me a written apology card , that was a very nice touch! great customer service!
Great service and delivery efficiency all around. Will keep ordering even when the delivery charges roll around if the service stays the same. Will def move away from Talabat and Carriage once all the restaurants are available. Deliveroo medium size jacket too please 🙂
I haven’t been able to order yet, as suddenly my area is always “busy” with only seven restaurants to choose from anyway.
My main gripe is with the app itself, the user interface is so ugly and jumbled, with both english and arabic dish names, dishes missing when compared to same restaurant on carriage, and i didn’t see any place to write note for specific dishes when i was testing ordering.
So far very good experience with them..Delivered ahead of schedule. Driver was much more professional than either carriage or talabat.
The flip side is the number of restaurants so far is rather limited..
Haven’t ordered from them yet but anything will be an improvement over Carriage and Talabat.
carriage has become an absolute disaster, always late & horrible customer service- thank god for deliveroo!
Everything in Kuwait is awesome at first…..when the marketing team is standing around deciding if the pictures on the wall are straight, the training staff flown in from headquaters gives pre shift spirit chants, and excitement is abound. Once that goes away is when we see how solid is their core operations strength for ongoing business.
Love them!!!! Best customer service around. Plus let’s not forget the bonus of having extra competition in the food delivery industry. Let’s not forget that Carriage would not have introduced Black if it wasn’t for Deliveroo.
A few comments for improvement (mentioned earlier as well):
– Tipping the driver when placing the order for knet/ credit card
– English + Arabic names for the dishes
– Can’t customize an order or dish. No option to remove things or order things a certain way
-Delivery estimate is different than the initial quote. It also keeps changing depending on the progress of the order. This should be fixed to allow customers to know if they came early/late.
Overall, extremely pleased with them. Hope they keep up their excellent service
Guy in the photo is dripping with so much sauce.
yeah, spotted him while driving by and was like shit i need to take a photo of him. he was cool to let me
The hat, the scarf, the jacket, the Adidas Samba sneaks.
Everything’s on point.
You have an eye for this.
Calm down guys… this isn’t HypeBeast 🙂
Buzzkiller.
I haven’t tried them yet but I just went through their participating restaurants and I’m impressed
So deliveroo delivers to the building opposite my office but when i put the location on my office building, they say they dont deliver to that location…food for thought????
Tried them yesterday and I am happy with their service. Food reached just on time and it was warm. The only issue is that there are not much restaurants to order from.
Finally placed my first order and sorry to say it was stunningly bad service. Initially received an apology call from cust service just before delivery time saying driver will be 3 mins late. Wow, that’s service ! 15 mins later, no driver so called customer service. Meantime tracker showed driver in another part of town. Sorry sir, some problem with the address but we’ve fixed it, driver will be with you shortly. Another 15 mins and driver calls – can’t speak, can’t explain anything till I hang up in frustration. Called customer service back and all representatives are busy so I’m on hold, on hold, on hold for full 6 mins till I hang up. Eventually door bell rings One hour and thirty mins after my order. I refuse to take delivery, mainly to get Deliveroo to call me which works. I give them a “proper” feedback and ask them to cancel the order, which they oblige. Phew ! Carriage….
P.S. Important to point out that I live at a very uncomplicated address.
The overall service was great, although the app itself has lots of cluster. Unlike carriage you have to see the whole menu of the restaurant instead of choosing a category which is annoying.
Deliveroo has been a mixed bag. My first two orders were never honored due to an issue with their ‘pad’ at the restaurant-and I found out 40 mins after placing the orders! Deliveroo promised credits but never did pass them on and I called them to haggle and get it the next day. So when I see others getting hands written notes I’m suspicious!
Anyhow I decided to give them another chance and use their credit. It worked as advertised, drivers reaching on time or earlier. The issue I now have are my favorite restaurants are on talabat or carriage. Also, there are no ratings for guidance to try new restaurants. Drivers are the highlight and I like the app layout.
They’ve resolved an issue I had with adding my credit card – I take it the banks weren’t authorizing it because the authorization was coming out of Dubai.
Mark, there’s as issue with your website over the mobile. The Submit button disappeared after I typed a paragraph and I had to split it into three messages
I’ve had Deliveroo credit me for delayed orders even though I did not complain. They seem to have people who oversee any issues with delivery and automatically take care of u. You got to respect them for their accountability and service.
One of third class service in Kuwait for ragistration in Kuwait I am trying in last 2 month after that I received mail and mail is different contract with highest money charges