How to report a fake review on Deliveroo and protect your reputation

Receiving a fraudulent negative review or a review from someone who clearly hasn’t ordered from you is a frustrating situation that happens more often than people realize. On Deliveroo, the review system is linked to a verified order, but abuse exists: a malicious competitor who orders a minimal item to be able to leave a negative review, a dishonest customer, or an error by the platform. Knowing how to react is essential to protect your rating.

The first step is to verify if the review corresponds to an actual order. Cross the date of the review with your order history. If the review mentions a dish you don’t offer, a delivery problem that didn’t occur, or if no order corresponds to that period, you have concrete elements to contest. Note all these details before contacting Deliveroo: date of the review, rating given, exact content, and order references for the day.

To report a review, access the Partner Hub of Deliveroo, section “Performance & Reviews”. Each review has a “Report” button. Draft a clear and factual message: avoid emotional formulations, remain professional. Specifically mention why you believe the review is fraudulent or inaccurate: “No order matching this description on [date]”, “The dish mentioned does not appear on our menu”, “The reported issue is factually inaccurate because…”. Deliveroo is committed to processing reports within 5-7 business days.

If Deliveroo does not remove the review after examination, you can escalate the procedure by contacting partner support by phone or chat. Have your partner number and all supporting evidence ready. In extreme cases of organized smear campaigns, a letter from a lawyer or a report to the DGCCRF may be considered, although these procedures are lengthy and costly for small structures.

In parallel, the best protection against fake negative reviews is to have a sufficient volume of positive reviews to “drown them out.” A restaurant with 200 reviews and a rating of 4.6 stars will be much less impacted by a fake negative review than a restaurant with only 15 reviews. That’s why strategies for accumulating authentic reviews are your best long-term assurance.

Respond publicly to suspicious feedback, in a factual and non-aggressive manner. A message such as “We have no order corresponding to this description in our history today. We have contacted Deliveroo for investigation. We take every feedback very seriously and are committed to offering the best possible experience” shows other customers your seriousness and professionalism, while signaling the anomaly.