1st, it is not possible to decide by what branch of the same restaurant brand one to order. Even if the distance between both branches is â€śexactlyâ€ť the same (6 min by bike according to google maps).
2nd, I contacted by chat the customer service and their only concern was to justify their policy, which is quite ridiculous taking into account that by Deliveroo one just pays for the â€śdeliveryâ€ť. This means that the customer should be able to choose what restaurant to order from.
3rd, I contacted deliverooâ€™s Customer service as soon as I noticed that the system had redirected my order to the second branch once I logged in, when I had initially placed my order in the first one. Not only that, it took as the delivery address the first branch!!
I tried to cancel the order. And I was told that it was not longer possible.
4th, I get a call from the driver telling me that he is in the wrong address. I told him what had happened and he contacts the customer service to receive instructions.
5th, I write an email to Deliveroo complaining about the whole situation.
6th, I get a call from the customer service. A lady who would not even let me speak.
Conclusion, not possible to cancel. Did not get my order, but even with that I had to pay for it.
NEVER AGAIN will I order by deliveroo. Fortunately there are other more reliable and considerate providers in Frankfurt.
I was not offered a solution but was instead accused of not being able to place an order properly. Disgraceful.
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