Gorillas Reviews 1,217

Very terrible service - I never received the order and when I asked for refund I was told it may take up to 7 days ( depending on the bank). I’ve been waiting for my refund from Gorillas NL since 26 April - everytime I follow I'm being asked for my details and phone number and get the standard message that the refund is being processed and then i get ghosted until I follow up again. At this stage it’s clear that my money won’t be paid back

I cancelled an order with them on 04/04 and I am still waiting for the refund. They keep saying that it is my bank side, but it is not! Don’t use them!

Missing items in the order. Sent an email straight away. Sent 4 follow-up emails. No response. When calling they have told me to wait for an email response. This has been 2 weeks.

This is one star because zero star is not possible, or minus stars!
App says 'waiting for delivery' then I get a call from someone who says 'rider outside my door' - I look through window no one there... I then decided to go downstairs, only to find the idjeet rider hiding there leaning against the wall inside the recess, so no one could see him of course.
Now, he is THERE, I've got the other dimwit on the phone, my package is THERE and he says he has to take the order back because he has cancelled it!!! What a bunch of.... I have never had an issue like that with them before... That guy did not even press the bell... I showed him the app still was showing 'waiting for rider' as I am talking to him...
He said he pressed the bell, but my bell would wake the dead, so he simply pressed beside the bell or something...

Bunch of bananas really!!!

They cancelled my last order due to not having available drivers but won't issue the refund... Horrible customer service, they all have been repeating the same things for weeks now. Awful company

STILL waiting for refund that I was told I would get in writing in a chat. However when I asked if I could get a confirmation email, I was informed this was not possible. I called Gorillas last week because their chat is supposedly being updated and they assured me I would get my refund. It has been 2 weeks. So bad. Don't use Gorillas

Rude drivers, cancel your order without even phoning you first and out of date products

If you expired, rotten , fungus all over food items, order from Gorillas. See the images. If you want to get order items of weight 1kg they will supply you 690g of the product.

They sell things about to expire, expired or simply bad. My guess would be that their freezers don’t work, everytime I order something cold is bad, something that should be frozen, liquid, everytime.
Tried to contact customer support and they were rude and told me that I only have 24 hours to inform of any issue, like do I have to eat the 50€ I ordered the same day? I’d use uber. They stole from me around 14€

They sell things about to expire, expired or simply bad. My guess would be that their freezers don’t work, everytime I order something cold is bad, something that should be frozen, liquid, everytime.

They only delivered half my order due to stock issues and the delivery guy told me to get in touch with them on the chat to organise the refund (not automatic despite it being their fault and they were aware of it upon delivering). I requested it a month ago, and I still haven’t received my refund. I have been in touch with them 5 times now and each time they say ‘the refunds been processed please contact your bank’, but my bank have each time told me the refund was not processed. I’ve had issues with them before with them not showing up etc but this was definitely the final straw!

Received a call from the delivery driver, at the wrong address on the same titled road. Was then told it was my fault and I had inputted the address incorrectly by customer service despite sending them screenshots of the confirmed order with the correct address and postcode, and the rider in the wrong place. Then tried to reorder and the order wasn’t picked up for an hour, support citing high demand. When I asked to cancel my order after a hour they just gave another refund and said they’d pass on my feedback. Abysmal service, have deleted the app and will never use again.

SCAMMERS! I have never used this app, nor did I have an account with them. They've somehow charged my bank via PayPal without my authorisation. I'm not sure how this has happened as I have 2fa switched on.

When contacting them, they just give some bullsh*t about not giving a refund & to contact my bank to get a charge back. They won't tell me how or where this charge has come from.

Took a Paypal payment from my account when I had never ordered from them! Had to start an investigation to get my money back. Scam company with a very patchy background on Companies House... and late accounts!

Sends multiple push notifications with offers that don't work and when alerted to the fact that these don't work, refuse to investigate the problem or provide a solution. Hiding behind "dynamic systems" is just an awful business practice.

UPDATE 27 Feb 2024: Received an email from Getir asking for more details on my experience. Asked them to read my initial emails and received an email back apologising for the poor experience, a refund in full for the complete order and a £15 voucher. Appreciate the refund/voucher but it took months and a lot of perseverance to get here.
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Order Invoice #298nrrxs placed on 5th Nov 2023 - if anyone from Gorillas could actually look into and respond to me, please do so.

I placed an order when we got home late from a 2-day drive home from Scotland, when my husband tiredly unpacked he did not check the items against the receipt.

I contacted support after noticing that the toilet roll we ordered was missing 36 hours after delivery only to be told that it was too late for the warehouse to check stock levels. They advised I reached out via their hello contact email.

My report was outside of Gorilla's 24-hour window, so I appreciate the delay. However, not receiving paid-for goods is also not ideal. When checked against their sales ledger after 36 hours, I'm sure the warehouse could have found that stock levels for this product were up by 1 pack.

I then later discovered one of the other items I ordered (Gnocchi) had a Best Before use date of 24 Sept 2023, months before!! As I had not received a response to my initial email complaint I followed up again and included photo evidence (on the 27th Nov)

In total, I followed up on my email a total of 5 times and also reached out via the app support a few times, each time they promised someone would respond to the email.

To date I have not heard back on my request for a £5.65 refund for missing and out-of-date products, which according to the Consumer Rights Act, I am entitled to.

Always a great fast friendly service! The vegetables, fruit meat and fish are always amazing quality, much better than most supermarkets. They deliver between 8am and midnight which is unbelievable. I would 100% recommend.

Second time they take money and don’t deliver. Technical issue. Looks like they scam. Why are we letting these companies take over our lives. They used to be good and used to have a bit of class with customer service now even the supposable humans are like bots too and never answer a damn question. Look your business model is in the red because you have lost vision under this bloody leadership does not help with the way they treat people in a struggling economy why are we giving our money to ruthless large corporate business buying out the good independent and creative. You people don’t care. Make something good.

Order included a few packs of meat. Opened chicken after about 5 days of delivery (still within expiry date) and it stunk of rotten eggs and was so bad it stunk the whole house out so could not use.

Contacted Gorillas who said because I hadn’t reported it within 24h of delivery, there was nothing they could do and refused to provide any details to escalate further.

So basically, their rule is that you must consume everything within 24h otherwise your purchase isn’t protected. Ridiculous.

We had our food delivered by Aslam yesterday evening who was a delight. As with lots of parents who invest not an insignificant time trying to get their 1yr old to sleep and stay asleep, it’s incredibly aggravating when despite writing ‘please don’t ring the buzzer, either call or knock’ the inevitable happens. Aslam not only called my mobile (success!), on a cold wet night he was indescribably optimistic and just really pleasant to deal with. Super service which deserves to be recognised.