Gorillas Tracking Order Status

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 To date I have not heard back on my request for a £5.65 refund for missing and out-of-date products, which according to the Consumer Rights Act, I am entitled to.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

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.

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

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.