Zapp Avis 295

I have had an extremely disappointing experience with Zapp Groceries. From very regular rotten and expired or hours to “best before” produce and juices, to botched deliveries and missing items, the service has been consistently poor. To top it off, they took a payment from me today, claimed they had reversed the charge when they had actually not done so. They are generally economical with the truth. Additionally, they failed to address the inconvenience they caused by refusing to handle my order manually. I urge others to be very cautious when dealing with Zapp otherwise you run the real risk of causing yourself stress and also becoming an unwilling administrator in your attempt to seek a resolution for the guaranteed poor service standards that you will receive.

They give drivers multiples packages from different delivery companies such as Uber Eats, Deliveroo and Stuart and deliveries get delayed and mixed up

I had several order from Zapp via deliveroo as they don’t deliver south, but now deliveroo is saying they won’t deliver to my area either. Gutted as my experience with them has been excellent. They have such a wonderful range of wine and food! I love their new theory wine and daylesford bolognese. Please consider opening up delivery to SW16!! Thank you!!

Zapp is an absolute failure of a business and a complete waste of time and money for the consumer. Their systems are completely faulty, before you purchase from them consider using Gorillas as an alternative, who are also sometimes a little chaotic but always make sure to amend their errors.

Other alternatives are Deliveroo Hop, or even any of the supermarkets on Deliveroo or Uber Eats. All of these will come up cheaper for the same items / same shop - Zapp has a marginally better range but it’s not worth it for the agg and the substantially higher price point.

Re Zapp, on several occasions I have now waited over 90 mins for my order to be received, this most recent due to failure to deliver by their first rider - on the latest occasion when the order arrived it was missing one of my items which was replaced by another random one. Customer service was smarmy and unhelpful, and refused to give me any sort of assistance around prospective time frames for delivery during the event, and regarding their errors simply relied “we will email you” - I did eventually receive an email days later of course stating their refusal to amend their mistakes.

I was told I would receive token credit for the wait I endured but of course this never arrived on my account. I’m sure they expect me to spend another hour on the phone complaining only to be told they’ll investigate and follow up with a “polite” email saying it’s not their problem and refusing to help.

I think Zapp has forgotten that the purpose of their business is to provide convenience / bridge the gap for people who cannot get to the shop themselves. Their lack of concern and consideration for their customers is appalling, and their service provision is dire. Many other far more adequate options.

Do not waste your time and money.

Been ordering with Zapp (via Deliveroo app) for a few months now: excellent choice of high quality products (Daylesford produce is top notch, and indicating Vivino score on their wide selection of premium wines is a cherry on the cake) in just 10—15 minutes. Very happy so far!

I do deliveries and a zap worker from the clerkenwell branch seems to think he owns the public pavement && public road. Seems like the worker was having a bad day and taking it out on other people.

Your deliveries simply won't turn up and you will be unable to contact customer support. On the off chance you do actually get through, you won't receive any compensation or the items you paid for.

You can actually see that they don't want to resolve anything with their customers by reading all their review responses. They only reply to positive reviews. Everyone should also look up what the owners of the company were doing in South Africa.

Very high prices compared to store or Getir (don’t worry about the delivery charge plus service charge plus other charges depending on what time you order… while Zapp layers on the charges with lots of small ones you don’t notice the markup on their products is much much much higher) example Elf Bar vape is ~£6.50 on Getir and ~£10 on Zapp… the difference in one product purchased is more than the cost of delivery,

Their app and tech infrastructure is far inferior to Getir. Incomplete Buy Again section (pretty basic feature 😂) slower response time in anything you touch in the app. Slower delivery service. I’ve been using Getir and Zapp for a while basically since Zapp came on the scene and Zapp is at least 2x slower but usually more (ie Getir will be 15 mins and Zapp 45 a lot of times)

Bad business practices. They screw up orders all the time and try to feed you credits to make up for it how ever they separate those credits into you “Zapp wallet” instead of applying to you next order. Trust me they know they do this because many credits expire and they don’t have to pay for the their mistakes. They know credits are expiring at scale from unknowing customers and that’s why they keep the system in place. This is bad business practice.

Not to mention the always have issue and to resolve an issue they require you to report in the app, respond to an email and email evidence ti prove the issue occurred. Again this falls into the bucket of bad tech and bad business practice. Photo feature in app would be obvious fix and well established in quick commerce industry but maybe they like the pain they put customers through because it results in less refunds.

Anyway Getir is a million times better across every single category. The only thing Zapp wins in is focused on some higher quality brands like Daylesford. The overall selection is worse on Zapp and they really up charge you massively (even more) on the premium stuff but if you like high quality stuff I would say that’s the one spot where Zapp beats Getir…. But hey I guess there must be at least one reason people use the app because everything else is wayyyy worse.

Delivery driver on regent street on phone whilst cycling so wasn’t looking where he was going went through red light/pedestrian green man and nearly ran me over. Then went onto shouting and swearing at me. This company employs dangerous people who couldn’t care about the safety of anybody. Don’t ever use

Did not deliver my order - driver was incredibly rude down the phone saying he couldn’t find my address - I tried to explain and he hung up on me. He then states order was delivered on the app - I phoned up customer service to be told until they could investigate the situation and get to the bottom of it they would not reorder my items or refund me (and that this would be happening over the course of a few days). I just needed a few light groceries, so not exactly the convenience one was hoping for! Instead having to get my credit card company to strike the payment. Terrible grocery company - do not use.

Great delivery and love the fact they deliver 24/7 here in London. Especially great if you order early morning and get some good bargains

What a terrible app. I waited over 45 minutes for a delivery only to have the driver say the doorbell wasn’t working and couldn’t deliver it. I checked the doorbell it was just fine. Tried getting the order delivered again but the customer service was woefully inadequate.

Woefully inadequate service. First time using the app, I ordered 12 beers and 2 bottles of wine to a friend's house party. Delivery was relatively quick, but they delivered 4 beers and 1 bottle of wine. Contacted customer service who the next day informed me, "On this occasion, our store supervisors have confirmed your order was packed correctly" and that "all future orders will be packed by a supervisor", effectively calling me a liar and suggesting that I need supervision like a naughty school kid.

Either it was packed incorrectly, or the delivery driver stole it, but either way I didn't receive what I had paid for. A few phonecalls to the manager/founder later and eventually I had the whole order refunded which was fair, but this was a very negative first experience and I won't be using them again - lots of similar but better alternatives around. I honestly don't know how these companies survive when they provide consistently terrible service, as outlined by this Trustpilot page

Waited over 2 hours for the delivery of my order that I ended up even cancelling in the end because the person from customer care couldn’t give me an accurate ETA. What annoys me the most is that a) this is not the first time I’ve experienced this with Zapp (though it will be definitely be the last as I’m not ordering from here again)…but b) why put an ETA of 30-35 mins on the app if it’s completely inaccurate??? At least set accurate expectations!!!

My experience with Zapp has been a great one. Received the order in 4 days, the shoes are great, perfect size, good quality and confortable. Thank you Zapp!

They failed to deliver, and they cancelled ny order. Charged me a cancellation fee amd offered me a partial refund in 10 days time. Awful service

Placed an order a few weeks ago. They sat on it for about an hour and a half before canceling it. I placed another order today they only sat on this one for an hour before canceling....kudos for the improvement. Use Gorillas. Much better service.

App scam
!!!!!!!!

SCAM!!! They took multiple payment for one order that NEVER arrived ! They used to be good, now they are terrible - over priced for no reason, app always glitches (especially when you are trying to put an order in just before the late night fee - no coincidence). I used to order from them multiple times a week - now I’d just rather go without.

Overpriced, everything like 50% more than in the shop,
Expired food.
Slow delivery.
Rude management