Glovo

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

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Glovo

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of Glovo's key feedback

1

Order Cancellations

Many users report that their orders are canceled without explanation, often after long wait times, leaving them without food and with unresolved refunds. Approximately 15% of users seem to be affected by this issue.

I placed an order, waited for hours, and just when I thought food was on its way, I got a message saying my order was CANCELED.

2

Refund Issues

Customers frequently complain about not receiving refunds for undelivered or incorrect orders, with support often unresponsive or unhelpful. This problem appears to affect around 20% of users.

My order was not delivered, and they promised to refund my money, but they did not do that either.

3

Delivery Errors

There are numerous reports of incorrect or incomplete deliveries, with users receiving wrong items or missing products, and customer service failing to resolve these issues. This affects about 18% of users.

I only received 1/3 of the items I ordered, and the agents refused to refund and only gave me a credit.

4

Customer Service Problems

Users express frustration with the lack of effective customer service, citing unhelpful responses and unresolved issues. This issue impacts approximately 25% of users.

Customer support is practically useless; they did not refund me and said they cannot do anything.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Uber Eats
Uber Eats receives mixed feedback, with users praising its convenience and reliability, but also criticizing high fees, poor customer service, and frequent order issues. Many users express frustration over missing items and delayed deliveries, while others appreciate the app's promotions and ease of use.

#2 RUNNER UP

DoorDash
DoorDash is often criticized for high fees, poor customer service, and frequent order errors. Users report issues with missing items, incorrect deliveries, and difficulty obtaining refunds. However, some users appreciate the convenience and variety of options available.

#3 Straggler

Glovo
Glovo receives mixed reviews, with users appreciating its fast delivery and wide range of available stores, but criticizing issues with customer service, app bugs, and pricing discrepancies. Some users report problems with order accuracy and support responsiveness, while others enjoy the convenience and variety offered.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Uber Eats
#1 Users Choice
Uber Eats receives mixed feedback, with users praising its convenience and reliability, but also criticizing high fees, poor customer service, and frequent order issues. Many users express frustration over missing items and delayed deliveries, while others appreciate the app's promotions and ease of use.
DoorDash
#2 Runner-up
DoorDash is often criticized for high fees, poor customer service, and frequent order errors. Users report issues with missing items, incorrect deliveries, and difficulty obtaining refunds. However, some users appreciate the convenience and variety of options available.
Glovo
#3 Straggler
Glovo receives mixed reviews, with users appreciating its fast delivery and wide range of available stores, but criticizing issues with customer service, app bugs, and pricing discrepancies. Some users report problems with order accuracy and support responsiveness, while others enjoy the convenience and variety offered.

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Nuggets

Major Highlights of the Week

Price Manipulation 💸
Users are experiencing unexpected price increases after placing orders, with additional fees being added post-purchase. This practice is perceived as deceptive and erodes trust in the app's pricing transparency.
I was charged more than the displayed price after my order was delivered, with extra fees added without notice.
Delivery Issues 🚫
Customers frequently report orders being marked as delivered without actually receiving them, leading to frustration and a lack of trust in the delivery process. This issue is compounded by inadequate support responses.
My order was marked as delivered, but I never received it, and support was unhelpful in resolving the issue.
Customer Support Failures 📞
The support system is criticized for being unresponsive and ineffective, often providing automated responses without resolving customer issues. This lack of effective communication is damaging customer satisfaction.
I contacted support about a missing order, but only received automated replies and no real help.
App Functionality Glitches 🛠️
Users are encountering significant app glitches, such as incorrect location settings and payment processing errors, which hinder the ordering process and lead to customer dissatisfaction.
The app set my delivery location incorrectly, causing my order to be canceled without a refund.
Driver Competency Concerns 🚗
There are numerous complaints about drivers being unfamiliar with delivery areas, leading to canceled orders and increased customer frustration. This highlights a need for better driver training and support.
My order was canceled because the driver couldn't find my address, despite it being correct.
Refund and Compensation Issues 💳
Customers are dissatisfied with the refund process, often receiving app credits instead of monetary refunds, which limits their ability to recover funds and discourages future use of the service.
I was only given app credits for a missing item, not a refund to my original payment method.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Price Manipulation 💸
Users are experiencing unexpected price increases after placing orders, with additional fees being added post-purchase. This practice is perceived as deceptive and erodes trust in the app's pricing transparency.
Delivery Issues 🚫
Customers frequently report orders being marked as delivered without actually receiving them, leading to frustration and a lack of trust in the delivery process. This issue is compounded by inadequate support responses.
Customer Support Failures 📞
The support system is criticized for being unresponsive and ineffective, often providing automated responses without resolving customer issues. This lack of effective communication is damaging customer satisfaction.
App Functionality Glitches 🛠️
Users are encountering significant app glitches, such as incorrect location settings and payment processing errors, which hinder the ordering process and lead to customer dissatisfaction.
Driver Competency Concerns 🚗
There are numerous complaints about drivers being unfamiliar with delivery areas, leading to canceled orders and increased customer frustration. This highlights a need for better driver training and support.
Refund and Compensation Issues 💳
Customers are dissatisfied with the refund process, often receiving app credits instead of monetary refunds, which limits their ability to recover funds and discourages future use of the service.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app uses manipulative ways to add more fees and charges you more money. I ordered products with discounted prices, but the final price was higher, and I didn't receive a complete receipt. Customer support was unhelpful, and this will be my last time using the app.
Reda CH
Week of April 9th, 2025
The new update no longer translates anything, causing delivery drivers to not understand directions. This has led to late orders or me having to find my delivery. Fix this huge mistake.
kbrsndont
Week of April 9th, 2025
The app is getting worse, with higher prices than the stores themselves. It just doesn't deserve to be used anymore.
A Google user
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app uses manipulative ways to add more fees and charges you more money. I ordered products with discounted prices, but the final price was higher, and I didn't receive a complete receipt. Customer support was unhelpful, and this will be my last time using the app.
Candice Wu
App Store
The new update no longer translates anything, causing delivery drivers to not understand directions. This has led to late orders or me having to find my delivery. Fix this huge mistake.
Kelly Williams
Google Play
The app is getting worse, with higher prices than the stores themselves. It just doesn't deserve to be used anymore.
Koray Okumus
Google Play

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