Today, I wanted to order a little meal because it was miserable weather in the capital. And I really should not have used foodora.
Foodora, a startup, or rather a company, because as you will understand later, there is nothing startup-like about this pseudo company, which won’t last long with its practices.
To begin with, I pick up my iPhone, open the app, and there I see that lots of restaurants are available for delivery. Perfect, I place an order, I enter my delivery information, I enter my banking details…
Here we go, the order is placed and I realize that it is set to pickup mode. Yes, Foodora, which used to let you have food delivered, now lets you pick up meals. I really wonder what the point is, knowing that when you go to a restaurant to eat on site, you don’t have it delivered to your home.
Right after placing the order, I realize that it is set to pickup mode and not delivery mode. Since there is a customer service team available through the app, I contact them right away to ask them to cancel the order.
The person kept me waiting for 15 minutes so as not to cancel the order.
The right of withdrawal is of course not available for perishable goods. But still, the law states that anyone has the right to cancel their order within 5 minutes so as not to start preparing it.
So I decide to call the restaurant to see what we can do together. The restaurant owner was really friendly and even offered to make the delivery himself. Unfortunately, his car was not available, so he could not. But can you believe it! A delivery company lets its restaurants deliver the food because they are not capable of doing it themselves. Where are we headed? Frankly, it is a disgrace on Foodora’s part.
The worst part is that the restaurant owner saw his order cancelled. So I lost money, the restaurant did too, but Foodora did collect the money.
After trying, whether on Twitter or by email, to make them understand that the app had a serious problem with orders (regarding the separation of pickup mode and delivery mode), and that even though I had partly made a mistake, they had time to contact the restaurant to ask for the cancellation or simply deliver the order. That’s their goal, isn’t it? Their mindset is more than deplorable.
In conclusion, the goal of this company is not to satisfy customers. They are anything but customer-focused. So I advise you not to place orders with them, because they don’t have the spirit of today’s startups like Uber or Deliveroo, which are close to their customers. So I invite you to rather check out UberEats or Deliveroo, which work very well in my experience.
