Independent retailers have accused home delivery company DeliveryDrop of damaging their stores’ reputations over claims of absent drivers, cancelled orders and “broken promises”.
The company began operating in Sheffield in November 2020, and quickly began operating nationwide after reportedly securing a £14.5m investment from Sheffield United’s former cochair in December 2021.
Two years ago, founder Syed Sherazi told RN magazine that up to 700 convenience stores had signed up to the service, which offers delivery in 20-25 minutes using a third-party network of 20,000 drivers.
However, in recent months, a growing number of retailers have come forward claiming they’ve received a “poor service” and forked out hundreds of pounds upfront after “being sold a dream”. Better Retailing understands stores working with DeliveryDrop are expected to monitor orders on a tablet and pack them, ready for collection. The company handles the process from start to finish, including inventory scanning, marketing support and exclusive offers.
In October, our sister title Retail Express first reported that a number of retailers had stopped using the service, accusing DeliveryDrop of failing to provide drivers and simplify price changes. In recent weeks, more store owners have come forward who are experiencing similar challenges. “One retailer, who wished to remain anonymous, revealed they’d paid £600 upfront to take on the service, but decided against going live when a worker at DeliveryDrop couldn’t state how many drivers would be available in their local area to pick up orders. “I couldn’t risk showing I was offering the service when I had no idea how many drivers would be on hand,” they said. “It could have a detrimental impact on my reputation if customers are making orders and no one is receiving them.
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“We first decided to sign up because DeliveryDrop promised us big discounts, and well-paid drivers, and made it sound like it would be a huge success.” The affected retailer claims DeliveryDrop refused to provide them with a refund, despite multiple requests.
Bobby Singh, owner of Borough Road Post Office in Redcar, South Yorkshire, said he was forced to deliver an order himself after a driver failed to turn up to the store “hours” after it had initially been made. “Customers don’t understand the concept, so if they are waiting hours for a delivery, they think it’s my fault,” he said. “We had multiple people call the shop to complain they hadn’t received anything. Once, I drove to deliver one myself because it had been so long.
“Not only does this lead to cancelled orders, but it also jeopardises the reputation of my business. I turned it off as I didn’t want to get a bad name in my local area.” Singh added that he attempted to cancel his direct debit being paid to DeliveryDrop multiple times, but no one responded, and the company continued charging him £30 a month, for seven months, when he wasn’t even using the service. “DeliveryDrop made so many false promises to me,” he said. “It’s been an absolute disaster.”
Retail Express understands Singh isn’t the first retailer to experience challenges in cancelling their monthly payments to DeliveryDrop. Another retailer confirmed they’d had to recruit help from their bank to reinstate the funds. In October, when Retail Express first reported on similar issues, Sherazi said: “We are supported by a third-party network of 20,000 drivers nationwide, no different to those used by KFC and McDonald’s.
“There have been instances where drivers have turned up to stores and orders are never ready. These are marked as black spots, and we have to reallocate a driver. We accept there are some areas where you don’t get drivers because there’s no network there. “The network has an algorithm where it marks off an area with repeat issues. The system has to put these retailers on hold. “We’ve got a whole force to support retailers, who will call stores if there is an issue. We also offer telephone support for retailers from 9am to 10pm each day.”
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