Zapp Avis 295

As first time users this is the worst experience ever.
Placed an order at 3:59am, waited 10 Min past the ETA before contacting the customer service, the bot wasn't really helpful to the point the zapp app decided to direct me to an agent which never got in touch. I had to walk to the nearest store about 20min walk at 5:15am.
Pretty sure to not being using zapp anytime soon, neither able to suggest the use of the app to anyone.

Order was not delivered but marked as delivered. Customer service didn’t care. They claimed it was my error and asked me to go outside and hunt for my order. Spent nearly an hour trying to find out what was going on. When the rider finally arrived he was rude, aggressive and the whole situation felt threatening. He refused to give me the bag at first. I had to shut the door and tell him to leave my building.

On three separate occasions, I have placed orders with Zapp for late-night delivery. In each instance, the initially quoted wait time was anything from 45 mins to an hour. If only that were the case! The reality is that each one of the orders completely failed to arrive. On the first occasion, I was at least notified after 90 mins, but otherwise I received no notice of delay or cancellation and no apology, although they were benevolent enough to refund me. So, that's three strikes and Zapp is now officially 'out' for me, because I have absolutely zero intention of ever using their so-called 'rapid, 24-7' delivery service ever again.

Worst service ever and the fees are beyond the joke. What started as a great app should now not exist

They are frauds they usually send rotten food or they cancelled the order and cut amount from card and didn’t have refunds back and didn’t send food and marked order cancelled and send fake notifications of refund but didn’t respond on call and emails about refunds

Do not use. They don’t have anyone in customer service. They don’t honour the refund if food items are rotten.

Zapp started well now the customer service is the worst there is. 1 item wrong delivery sent. 2 item missing. I raised this and they requested a picture of the missing item which I sent , next they wanted a picture of the missing item. After a series of emails I was informed to take it up with my bank ( long process) as they believed the shop sent it. £23 down the drain. Total waste of time these days, not to mention the sky high prices they are charging now.

This time? What went wrong the last 6 times!!!
Incorrect order, missing items, wrong items, order that says it was delivered and it simply wasn’t, faulty app, 50 minutes to deliver, and the worst of all?? They’re customer service. Making complains or not is basically the same thing. They say they take 24h to get to you? They don’t. You need to follow up 4 times in order for them to get back to you. Also, when they say they’ll call me to resolve an issue, they just don’t.
This is simply not OK. I am wasting money and time on a company that is clearly not being able to fulfill the customers needs nor they have the right staff in place. Worst app ever. Will not be using them again.

Zapp started out well. Now their fees have jumped to a level that is frankly obscene. Avoid unless you want to pay literally double what you'd pay in a store or even anywhere else online. Example attempted order below. Of course, when I saw this, I went to the shop myself.

Basket total: £13.49
Standard delivery £2.99
Late night fee: £4.99
Service fee: £0.99
Small order fee: £2.99

Fees totalling 88% of basket value.

Zapp service has deteriorated significantly lately. It is now outright robbing clients: delivering the wrong (less valuable) item and then doing nothing about it. To be avoided; they will go out of business at some point as not sustainable.

Ordered something and they did not delivered. I have tried to contact the customer service and no reply. They say they will get back to you in 24 hours but it has been a week and nothing. I don’t know how to contact them via phone so I just lost 40£

Awful, waited over an hour their live chat bot did not work. I never received my items. DO NOT USE. Zapp used to be good but they’re awful now.

This app started super strong with its speedy deliveries. I would have rated it 8/10 (the service/ delivery fees are a joke) - however, fast forward a few months, and I have deleted the app. They made me wait an hour and a half for my order, but it never arrived, and they cancelled it from their end.

ZAPP IS RUBBISH!!!!

They take your money, can’t find a driver half the time and then send you an email stating that you’ll get a refund in up to 10 working days even though you have not received the goods ordered!!!

What an absolute let down!!!

ZAPP IS ABSOLUTELY RUBBISH!!!

5£ cancelation fee, this is ridiculous. After waiting for 30 min the order was not needed anymore. Avoid Zapp, completely rubbish

My area, central London, they are brilliant. Having a toddler means I’m often up early and the other services aren’t open. Really fast, Good choice available, drivers are nice. Something wasn’t available on last delivery and they refunded me and gave me a credit.
But sure why there are such bad reviews from others

On 10 Sept my order was delivered to the wrong address. I contacted Zapp twice but as of 19 Sept, no response and no refund. Very unresponsive when things don’t go right. Their messaging on the app says someone will get back to you “within 24 hours”. It’s now been 9 days.

Zapp delivery service fee prices are absolutely ridiculous before you have even bagged any groceries its cost a tremendous amount for delivery not to mention being a regular customer my last order arrived with missing item I was told I would be refunded the money back into my bank account when nothing showed after ten days I reached out to customer service and was told that my order was correctly picked and I am owed nothing what a disgrace I will not be using them anymore shameful customer service and extremely over priced delivery fee! Gopuff is the way forward

Super disappointed with Zapp. They messed up my order yesterday and I can't even get through to someone to talk about it. Was initially told someone would contact me within 24h but no one has yet. I think I will move over to one of the other delivery services now.

Not sure about what's going on with the bad reviews, but delivery in my location (central London) has been excellent - the best delivery service I've ever used. Used 2 other companies before, and one of them takes FOREVER to arrive. The best part to me is how fast Zapp is - to the point where my roommate even said "That can't be them" when our doorbell rang. 12 minutes after placing a large order and they were at my door. Insane. Used them 3 times now and all been the same, super friendly drivers and super fast delivery. The app does glitch sometimes after making a payment but it doesn't stop my order going through, just have to close and re-open the app. Keep up the speedy deliveries Zapp!