Award-winning Derby restaurant hits back at scathing one-star Deliveroo review
The eatery serves a wide of range of dishes including salad bowls, curries, noodle dishes, falafel and more. Their street food selection also includes chicken gyros, jackfruit bao buns and samosas.
A Derby restaurant has issued a plea to diners to ‘think twice’ when writing about a negative experience based on Deliveroo’s late delivery - which is distinctly different to, and not related to the restaurant’s preparation time.
Mezzo Restaurant and Takeaway in Pride Park, Derby took to social media after receiving a scathing one-star review.
Posting today (October 24) on the food ordering site, the diner took umbrage at their Deliveroo order which allegedly took 1 hour 25 minutes to arrive.
They acknowledged the driver’s late pick-up from the restaurant and proceeded to leave the restaurant with the lowest rating of one star.
The reviewer wrote: “Order took 1.25 hours as my driver collected late from Mezzo and then decided to go the wrong way and stop off in a cul-de-sac in Stenson for 10 minutes. The driver would not respond to text or call. Complained and got a small refund but I am running out of patience with Deliveroo, these things happen way too often and the food is usually cold.”
Mezzo wanted to make diners aware, that a bad review about a negative Deliveroo driver experience, could impact the eatery’s rating.
Mezzo wrote in a social post: ‘If you’re a user of delivery apps please bear this in mind. If you leave a bad review, it affects the restaurant not Deliveroo. This customer had a terrible experience, but none of it is our fault.
“His order was received, prepped and despatched by us in under 6 minutes. We have the best prep time in our zone. He deserves a full refund, not a partial one and then some goodwill. Deliveroo charge us 30% commission + any discounts we might offer + VAT - that’s why if you can get in-store to collect, it’s always cheaper and better to.
“The restaurant then went to praise their team by adding: ‘Thanks to our brilliant team, our rating is so high on every platform, this one hasn’t affected our overall score…but please think twice. Thank you.”
David Meredith who is one of Mezzo’s co-owners, contacted Deliveroo about the negative review and was told it was ‘unlikely that a small number of negative reviews would alter the overall average.’
Here is Deliveroo’s full response: “Thanks for getting in touch. Unfortunately we are not able to remove specific customer ratings from your overall score.
“We need to ensure the app is a level playing field for all operators and removing ratings or comments could potentially lead to an unequal, biased system.
“It’s worth noting that your overall app rating number includes all historic ratings (since you joined the platform) and gives a higher weighting to those left by customers in the last 30 days so it is unlikely that a small number of negative reviews will skew your overall average.
“I am sorry if this causes any inconvenience.”
Deliveroo has been approached by Derby World for comment.