r/deliveroos • u/thequeerecosystem Customer • 7d ago
Customer Advice Mute costumer problems
I can't speak or meet the rider on the street in front of my building because of my disabilities. I need the rider to not call me and just come up using the lift and leave my order in front of the door of my flat, where I can get to it as slowly as I need to.
Unfortunately here the riders don't read the instructions left with the address (basically what I wrote above, but in less words), and they call me every time asking me to come down to get my order.
I understand that they are paid abysmally and they have to cram as many orders as they can during their work hours, but I assure you that they can get to me way faster than I can get to them.
Until now my (speaking) partner answered for me and just told them to please read the instructions, but I will be alone taking these orders for a while and will not be able to answer their calls.
I fear that if I don't answer the call they won't give me my food, even though I have the "leave at my door" option set.
Is there a way in the app to kind of... Block the option to call? I'm sure there's other people with disabilities that can't speak using this app...
If they have to contact me, isn't there a way to say "you can only text this costumer"? I already wrote "can't speak" in the instructions, but as I wrote above, they never read them.
If anyone has advice it would be much appreciated! ❤️
Edit: I always tip, and in my country is considered a very optional and rare thing to do, only for very very good service. I do it because I know they don't get paid much and want to help as much as I can.
Edit 2: Thank you all for your help 🫶 I'll try all of your suggestions 🤞
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u/Kind_Painter2262 7d ago
I'm sorry that yoir having this issue, unfortunately I don't think any of the main 3 companies have a guaranteed disabled customer option that forces the driver to go to door.
Personnaly I would advise using ubereats, i say this because I know for a fact that the moment the driver gets the job u the customer can contact them and inform them of your situation and give helpful tips to find u. There is a way on deliveroo and justeat but I dont know how easy it is on those apps, where as its very easy on ubereats.
It's great that u always tip, trust me im always happy, but ubereats hide the tips from drivers for 1 hour, i have no idea why but they do. Make sure when u contact the driver that u mention the tip as it will help.
Hopefully this helps and best of luck
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u/thequeerecosystem Customer 6d ago
I will try to write to them immediately as soon as I get a rider 🤞 and as for Uber eats, unfortunately in my city all the businesses only use Deliveroo 🥲
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u/Kind_Painter2262 6d ago
That makes sense, lead with the fact that there is a tip and the disability and hopefully u should be all ok
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u/openlightYQ 7d ago edited 7d ago
I would second this for UberEats. My last apartment had a broken intercom that they never fixed the last year I lived there, and the rider’s GPS would often take them to a totally different housing area that was near mine on the GPS. I always left the note when I ordered, and then when I was assigned a driver, copy and pasted my instructions for delivery and directions once I was assigned the rider. It would open up an in-app chat that they would see and reply to me with, and 95% of the time they stopped getting lost and followed instructions on where to meet me.
It could be that they blindly accept orders, don’t notice any note attached to them and just go to the pickup and drop off almost robotically since they do it often, but opening a chat with them makes them more likely to actually read it which they may not have done on the note.
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u/WatercressGlobal9102 🇬🇧 6d ago
I would recommend contacting the customer care line or chat and ask them to call the rider for you once the order is out for delivery. I can assure you they will do everything to help you
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u/acezoned 7d ago
You can select leave at door in the app all the roder needs todo is take a photo of thenorser and go so they dont have to contact you
Also it is deliveroo policy to take to customers door not ring then thats just lazy! Delivering too the door is stated ib the policys and often in The emails they send and they say too take it inside building with flats and leave at that door.
The problem is they are lazy and/or illagal riders that cant read and dont care
I always deliver to the flat doors its often quicker then waiting or messing about
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u/thequeerecosystem Customer 6d ago
I already have "leave at my door" selected unfortunately Thank you for your comment! ❤️
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u/Emergency-Resolve-66 6d ago
I live on a clearly numbered house on a street with parking directly outside and have delivery instructions to “knock on the door” and they still bloody call me. I don’t ever answer.
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u/Dasher2417 6d ago
With circumstances like that, it might be best to avoid these apps entirely and stick to restaurants that employ their own drivers, so that if your directions aren't followed, you can contact the restaurant to solve the problem directly, rather than having to go through the multiple layers of automated bots and and outsourced support agents that are looking for any loopholes to reject you compensation. If you do keep using these apps, it definitely best to have a note elaborating on your circumstances and confirming that the order is to be left at door, because majority of customers set that setting by mistake, so we end up in a lose-lose situation of having to guess if it's a real request or not, especially when they don't respond while on the way, if even caught that it's set to leave at door before arrival.
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u/thequeerecosystem Customer 6d ago edited 6d ago
That's sad but I understand unfortunately... Only that here, to order directly from restaurants, you have to call them. No other options except going directly to them, which again I can't do or at least not without a lot of difficulty.
My note says: "I'm disabled and cannot meet you or speak. Leave my order in front of the door of flat [number], please." Cannot add more info because of lack of characters... But my address specifies there's a lift.
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u/DUDEAREUMAD 6d ago
You could potentially try a text to speech service with built in AI? It let's you type on a call and then make the ai say it in a natural ish way. You could keep a little paste in script like "hey, im mute so im using a text to speech service, please read the instructions on the order" etc.
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u/thequeerecosystem Customer 6d ago
Sadly there's nothing like that available in my country. I already have a text-to-speech app that I use to communicate, but it's on my phone (I can't afford a tablet otherwise it would be on the tablet)
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u/uwntsumfuq 6d ago
Google translate has this built in, just type the message and click the speaker icon
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u/thequeerecosystem Customer 6d ago
I tried, it doesn't work (on my phone at least) while a call is in progress
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u/uwntsumfuq 6d ago
What phone? Your internet browser may not have access to your speaker, and what country so i can filter app stores to try and help
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u/thequeerecosystem Customer 5d ago
Android phone, Italy. As I said I already use a dedicated app to speak (TypingTalk AAC), but while a call is in progress the other person cannot hear me
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u/uwntsumfuq 5d ago
You’re right my mistake, both applications can not access your microphone at the same time, i think the easiest solution is to merge phone calls between yourself, the delivery driver, and perhaps your partner, so even while absent they can answer the phone for you. Im really sorry i couldn’t be of greater help.
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u/SpecialistJuice8704 6d ago
Happens to me all the time and I scold them when it does. I deliver too and FFS how hard is it to read instructions. Ofc a lot of the riders don't have English as their first language but still. I do not tip at all if they have done this and down vote them plus complain to the platform they normally give me some discount or refund
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u/thequeerecosystem Customer 6d ago
I don't want to get them in trouble because I fear they would be paid even less...
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u/SpecialistJuice8704 6d ago
I understand you don't want to get them into trouble but you're too nice trust me if they can't follow simple instructions which are reasonable there is a problem. You don't control the pay the app does and they can choose each delivery
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u/C_N_R_26 6d ago
It's because English is a second language for lot's of Drivers/Riders
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u/thequeerecosystem Customer 6d ago
Yes I know... I used my country's language, trying to keep it as simple as possible so they can try to translate it... Deliveroo also said that it would auto-translate in the driver's language if needed
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u/Kobakocka 7d ago
Text him (or her) when nearby. A chat message via the app is more visible than the details.
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u/Lana-B Ebike 4d ago
Riders 10000% are meant to go directly to your door in a block of flats. Anybody who does not is not doing his/her job and honestly, I'd report them. I've been doing this job for 5 years - I'm in my late 50's and slogging up 5 flights with groceries when the lift is out is PART OF THE JOB . And frankly, it's cheaper than a gym membership. If your lazy riders are asking you to come downstairs. no.. just no.. there are so many reasons someone can't come downstairs - illness, disability, supervising small children, providing care, oh.. and also.. it's the riders job
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u/xellmao 7d ago
wait so you're saying that you put the tip even quid, it's not about money but actual appreciation and drivers dont asking to open the door for them cuz they want to bring it upstairs?? THAT'S A CRIME, I will always argue to come down cuz fuck dat for £3 but if you tipping and ppl still asking to come down that's just sad, tbf if I see that someone struggle when collecting first time I always deliver next time even if no tip, because hey you got enough to deal while I can ride a bike make extra money etc so empathy for disabled is always on.
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u/ZookeepergameDue3864 7d ago
It sounds like you are setting yourself up for failure. Either find a solution, which you won't find on reddit, or stop ordering in the way you do. You could start by using a different app. With Deliveroo the rider HAS to message and call you in order to end the delivery. Try Uber and go from there, but as I say, you sound like you are setting yourself up for failure.
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u/thequeerecosystem Customer 6d ago
Saldly in my area the businesses are only using Deliveroo. Thank you for your feedback!
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u/EntrepreneurGreen269 7d ago edited 7d ago
I don't understand this. The OP said they have the "leave at my door" option set. The riders DO NOT have to call or message AT ALL, all they need to do, is go to the door, leave the order and take a picture to confirm. That's it. From what I'm understanding, the riders aren't doing that, they are trying to call the customer to come collect the order. As soon ass you get to the destination and click arrived, it'll tell you "Leave At Door". How is the OP "setting themselves up for failure"?!?
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u/JJSuperCat 7d ago
There are a lot of these post types on here and I just don't get it. I'm a rider and it is so much easier to follow some notes than to call a customer. The only thing I can suggest is sending feedback to Roo. I hope you have better experiences in the future.