Deliveroo is a legitimate, publicly listed UK company operating one of the country's largest food delivery platforms. It is generally safe to use, though complaints about late deliveries, missing items, and refund disputes are widespread and well-documented. Consumers should understand their rights under the Consumer Rights Act when orders go wrong.
Deliveroo was founded in London in 2013 by Will Shu and Greg Orlowski and floated on the London Stock Exchange in 2021, making it one of the UK's most prominent tech IPOs of that year. The company operates a three-sided marketplace connecting consumers, restaurants, and delivery riders across hundreds of UK towns and cities. Its public listing and Companies House registration confirm it is a fully legitimate and established business. Deliveroo processes millions of orders weekly and is not a scam operation by any measure.
The platform's most significant consumer concern is its refund and complaints process. Deliveroo handles dispute resolution through its app, and many users report being denied refunds for missing or incorrect items, with the company citing account history or flagging accounts as ineligible. Its Trustpilot score of 1.5/5 reflects an unusually high rate of dissatisfied customers for a company of its scale. Under the Consumer Rights Act 2015, consumers are legally entitled to a remedy if goods are not delivered as described, and chargebacks via your bank or credit card remain an option when Deliveroo refuses a legitimate claim.
UK consumers using Deliveroo should photograph any incomplete or incorrect orders immediately and raise disputes via the app as soon as possible after delivery. If Deliveroo refuses a valid refund, escalate to your card provider for a chargeback under Section 75 (credit card) or Chargeback (debit card) rules. Deliveroo Plus subscribers should check free trial terms carefully to avoid unexpected charges. Despite its poor Trustpilot reputation, Deliveroo remains a legitimate and functional service — just go in with realistic expectations about customer service responsiveness.