Gorillas Reviews 

I placed an order which arrived at an old address- the order I placed had the correct address, the app showed it as correct as does all receipt. However, it went to a completely different side of London.
I reached out to Customer Care who say they have no responsibility for missing/ wrongly delivered orders despite showing screenshots of the situation.
I asked how I could make sure it would not happen again and they once again said they had no responsibility.

order never arrived. messaged in app and Mutiple times via email since October to no reply.

Order never arrived. I've messaged them on the app and I get no reply. I messaged them via their support email and I get no response. It's against trust pilots guidelines to add any personal info to reviews so I'm adding my order number if you guys actually want to assist in sorting out this situation. Order number: 185315246190

Live in the neighbourhood of one of their depots. Extremely loud lorry deliveries every day tormenting the neighbourhood.

Ordered via Uber Eats as they had 50% off but then they charged the whole amount even though many items were not even delivered and the 50% off was not applied. Total fraud!! Do not order here and lose your money like we did.

Never ordering from them again!

I used to order from them constantly. Every time they have a problem with the delivery or making payments, or! They just don’t deliver (issues with the system apparently, this meant that they would just cancel my order without any notice late at night, it even happened on a Saturday at night, in Germany, where grocery stores are closed on Sundays, so I had to spend a lot more money on eating outside that Daturday night and Sunday, because they decided to cancel very late at night, when everything had closed), they also give notice at 12am that they won’t get your groceries anymore, midnight is not the time to give this type of news!!!

Now I just, after recently ordering, I had a problem with an order they again cancelled at 11:40+ pm and they have been stalling to give me my refund! Going on weeks now! I have contacted them more than 4 times and they never help! They just say “they are on it” and that it could take another 10 days, what the hell does this mean?!

Order number: #dbQ9IRjJ

terrible service. i waited an hour for my delivery which makes no sense as the warehouse is 3 mins from my house. The driver then proceeds to give me someone else’s order. it’s been 40 mins and i’m still waiting on them to collect the wrong order and delivery the right one. customer service is NO help either. Don’t bother with Gorilla, there’s Gopuff

Awful experience, rude drivers, and non existent help. Nothing but lip service from CS chat box. Avoid

Amazing service thank you! And lovely drivers, cheaper than the supermarket

I made an order 13/10/23.
I was told order was delivered which it wasn't. I got through to customer service who eventually put credit back on my account so I could reorder. When I reordered I was still expected to pay a further £15 on top.
I complained and explained that it is pointless to give me a credit back and Ianexpectednto pay more on top of that.
I asked them to just credit back the card I paid with, which they said they would.
4 weeks later and several times I have had to contact them... I am still waiting.
I spoke to Safiye today, I asked SEVERAL times for a manager and she is not even responding anymore.
This is disgusting, and once I get my refunds back, I will NEVER use Gorilla again... I have stop advising my friends to use Gorilla as there are other apps who honor your orders and don't stress you if there is a missing item.

UPDATE: 06/12/2023
I looked for an email from Gorilla and could not find it, so really don't understand how this is meant ro be resolved. I just want my money back.

I was a regular. Until a bottle of wine opened in the bag and spilled everywhere. I sent back what I couldn’t keep. Never got those items refunded or re delivered. After 2 months of being ignored I contacted PayPal who reached into their bank account and refunded the whole bill. That’s why I use PayPal for everything online. You’re insured. Which is my advice to everyone. For those of you who did use PayPal but didn’t know, please contact them. You’ll get the refund straight away

This morning, I emailed Gorillas and thanked them for not refunding me for my items because it led to me getting a (unwillingly ) full refund of the entire bill from them. I told them that I will be advising everyone on here to do that same. Sending that email made my day.

Terrible customer service, my order arrived 1.5 hour late from the ETA, I asked to cancel the order they didn’t, noone ever replied to my emails. Getir completely ruined a good company.

I made an order recently for tonic water and gin, delivery was super fast, however, the gin was missing. I messaged customer service as soon as I realised and was told I should have checked before driver left and as far as they were concerned the full order left the warehouse, so I was charged full price. Thoroughly disappointed especially bearing in mind I WAS a regular customer ordering almost daily having come our of hospital and being housebound. POOR CUSTOMER SERVICE AND NO LOYALTY TO CUSTOMERS. Usually pretty good but on this occasion this was really bad

Gorillas suddenly withdrew from my city of Leipzig without notice and has since then ignored all my requests to refund balance amount in my wallet. Total silence since then.

Order never arrived. They kept saying ‘rest assured’. Like just give me a refund. Then I can rest assured. Avoid like the plague.

I never received my order, even though the app said it was "delivered." No one came to my doors!! Customer service was barely reachable. I kept getting the same automated responses from them and I answered to "The order status says delivered—can you confirm you received your order?" message at least five times, even though the messages were apparently sent by the same customer service representative. Three times she answered that the warehouse was informed, and I was promised that my order will be delivered as soon as possible - but it never happened. Later on, I was supposed to receive a refund - it's 4 weeks now and still nothing. Now, customer service isn't even responding to my emails. This is a joke.

Update January 2024 - I still didn’t get my refund, no one contacted me

Gorillas consistently drop the ball. Long delivery times, out of date produce and horrendous customer service. Spoke with a wildly condescending agent Canan who refused to even understand the issue.

Gorillas was a fabulous service. Then Getir bought it. The riders are still great. But I’ve been sent out of date produce that they refuse to refund. Customer service is awful, prices are high and the selection is poor.

My order arrived missing most of my items .Customer service chat was useless in trying to help. I emailed 3 times with no response .
Problem still ongoing for my refund . I would not recommend Gorillas to anyone

There was a glitch in the app and my order went through twice. This meant I was charged twice, and the delivery guy delivered everything twice. I contacted support, and they said the delivery guy will pick up the extra order and I will then get a refund. My order was on September 5. It is now October 10 and despite contacting support multiple times, I am either not transferred to a human and if I am, they repeat the same generic message about forwarding to finance department. I still have not received my refund and I have now given up and deleted my account and the app. It is the worst experience I have had with customer service in Germany, and that is saying something. These people have stolen money from me and should be avoided. Don't ever use Gorillas.