My first Deliveroo order was food from this place at 11pm my first night in London. I was so tired I didn’t read reviews for either Papillion or Deliveroo - huge mistake. This “restaurant” marked my food as delivered (57 minutes late) but it wasn’t. I tried getting help from Deliveroo app but the only options were “live chat” or “call restaurant.” I tried both but there was no answer either way. I left comments on Deliveroo Instagram - they said email them. I did, and they sent me boiler plate “we have investigated and we can’t offer a refund because the restaurant says they delivered your order” emails. Finally after pressing for details about their “investigation” they admitted that Papillion admitted they had not delivered the order but they said it was my fault because the restaurant was unable to deliver and attempted to contact me but was unable to, so my contact details must not be up to date. I replied saying 1) I had just signed up for their app, so of course my contact details were up to date, and 2) the restaurant is lying and did not try to contact me - quite the opposite as I tried to contact them and they ignored my call. I sent Deliveroo screen shots of my verified phone number under contact info and of my call log proving Papillion never attempted to contact me. They still refused to offer any refund saying they would take the restaurant’s word over my proof. At this point I didn’t even care about my money - I was just horrified Deliveroo would keep this restaurant on their platform and knowingly keep letting them blatantly scam people through their app. I told Deliveroo this and asked if they would remove the restaurant. I also said they need to offer customers better recourse for problems like this. I’ve never heard of such horrible experiences on any other food delivery apps. Clearly others have found a way to prevent these kinds of scams and other problems. What I got in return was a boiler plate “thank you for your feedback” which I know was them saying “we don’t care.” I asked for details about how exactly they would fix these issues, which executives they would make aware of this serious problem, etc. They just resent the original plate “sorry you were unhappy with your order” email, which I really think was either a bot response or some 12-year-old at the company thinking they were funny. I have since learned from many other online reviews that sadly MANY other people have had similar problems with Papillion Grill AND with Deliveroo. And yet Deliveroo refuses to remove this restaurant or address any other problems reported with their service. Deliveroo offers no recourse at all if you’re blatantly ripped off through their platform. They find it funny, actually, it seems. Don’t trust either of these companies.