444wing :
Subject: Formal Complaint – Repeated Missing Grocery Deliveries and Failure to Investigate
Complaints Team,
I am writing to make a formal complaint regarding repeated failures with my grocery deliveries and the inadequate handling of my subsequent claims by customer support.
Over a number of grocery orders placed through Deliveroo, I have repeatedly experienced one or more of the following issues:
Entire bags missing from orders.
Only part of an order being delivered.
Completely incorrect orders being delivered.
Deliveries being marked as complete despite items never arriving.
For example, last week I placed a grocery order from Sainsbury's worth approximately £70–£80. Instead of receiving my order, I received a single incorrect bag containing items worth around £15 that clearly belonged to another customer. Despite providing screenshots of my order and photographic evidence showing that the delivered items did not match my purchase, I had to contact four separate customer service agents before my claim was finally reviewed and refunded.
Today, the same issue has occurred again. I placed a grocery order from Waitrose worth approximately £68. I received only one of the two grocery bags. The bag delivered was clearly labelled "2 of 2". When I asked the rider where bag "1 of 2" was, I was told it would be delivered later. It never arrived.
Since approximately 5 p.m., I have been contacting customer support through chat, telephone, and social media. Despite providing photographs, order screenshots, and evidence showing that a substantial part of my order was not delivered, multiple agents have refused to investigate properly and have instead relied on automated responses stating that I have made "too many claims".
The number of claims I have made is a direct consequence of repeated delivery failures and should not be used as a reason to dismiss legitimate complaints without investigation.
I request that Deliveroo:
Conduct a full investigation into the missing deliveries associated with my account.
Review the photographic and documentary evidence already provided.
Refund all missing items that were not delivered.
Investigate why orders are repeatedly being
2026-06-27 22:43:49