Gorillas Grocery Delivery

GORILLAS
GROCERY SLOW

DELIVERY

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Gorillas Grocery Delivery

On-demand food delivery has boomed during the recent COVID19 pandemic, and
joining that industry is Gorillas, a company which claims it is faster than you, with all
deliveries possible in 10 minutes. 
The app has become the fastest unicorn ever in Germany, but this rise to success has come
amid a myriad of complaints.

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Gorillas Grocery Delivery

The app itself is not nearly as user-friendly as it claims to be. The app, which has been
described by users as “quite buggy” and “dodgy af”, continues to see problems. 

One user reported: “inappropriate use of the Apple sign-in”, where instead of using the
anonymized process, required the user to additionally give an email address.

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Gorillas Grocery Delivery

Other users report non-stop spam noti cations, with no way to turn them o . A feature
that proved more annoying with every “ding”.
There are numerous reports of people who ordered groceries through the app, paid for the
groceries, and never received them. Sometimes they received an “error” message after the
order went through, other times nothing at all.

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Gorillas Grocery Delivery

Many customers neither receive their groceries, nor a refund, and not even a reply from
customer service. One shopper called it a “terrible rst experience” and that he “cannot
recommend this app”. 
Another reported: “I paid around 40 euros for nothing! I ordered by Gorillas and after the
app took the money 2 times i received nothing!!! I send 4 emails to them and nobody
answered”.

One potential customer kept being told there was an error when he tried to pay and the
next day, found fraudulent charges on his credit card. He also never received his groceries.

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Gorillas Grocery Delivery

But problems with the app do not stop here. In addition to other technical glitches such
as not recognizing a user’s address and continuous unwanted pop-ups, many customers
report signing up for the app only to nd out Gorillas does not deliver to their area. 
There is currently no option to check if Gorillas delivers to your location prior to signing
up for the app, a frequent complaint of potential customers.

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Gorillas Grocery Delivery

Similarly, customers complain of being advertised to by Gorillas, in areas they do not
deliver. With many asking why yers are being left in areas in which they do not deliver to
and o er no services in.
Gorillas could be forgiven for these inconsistencies; after all, startups have technical
problems which end up being resolved. 

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Gorillas Grocery Delivery

Yet something that will not go away are the neighborhood disturbances. Gorillas’ premise
is delivery within 10 minutes, which indicates numerous mini-warehouses spread
throughout their delivery regions.
These mini-warehouses bring increased noise pollution in the form of an excess of people
and vehicles (drivers, delivery trucks, workers). Once quiet neighborhoods now have a
constant ow of delivery trucks, accompanied by a constant ow of delivery drivers.

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Gorillas Grocery Delivery

But loud people and trucks are not the only issue, there is also increased air pollution
which comes from the toxic fumes from all the vehicles. 
Some residents have said it has gotten so bad that they cannot leave their homes, with the
fumes spreading into the hallways of apartment buildings and causing dizziness, nausea,
headaches, and anxiety.

These ful llment centers have become so bothersome, that one resident protesting the
opening of a Gorillas ful llment center in their neighborhood said: “I will not stop until
something is done to protect the residents…”. Gorillas has so far been silent on the issue.

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Gorillas Grocery Delivery

Residents also report that as a result of the 10-minute delivery promise, Gorillas’ riders
frequently and blatantly violate tra c laws, going through red lights and ying through
cross walks, putting locals at risk. 

One review read: “Bad dangerious drivers and terrible customer service do not use this
company as the some of the drivers are rude with no customer service skills and the
customer service is just as bad avoid at all cost.”

Gorillas’ founder, Kağan Sümer, brags that the prices are standard retail prices,
di erentiating Gorillas from other apps which feature price mark ups. 

However, many users report just the opposite. One customer review noted: “£2.5 for
Doritos 180g you are probably kidding me! It's £1 everywhere!” While one and a half
British Pounds is not a great deal of money, it is 1.5x the average price of the item, and that
can add up quickly.

Customers also say that orders take far more than 10 minutes, often upwards of 20-30
minutes. 

This may not seem like a lot of time for a delivery, but it is 2-3x longer than Gorillas
promises.

When orders do arrive, items are often missing. One user reported he had “5 wrong items
in two last orders.” 

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Gorillas Grocery Delivery

If the point of the app is as founder Sümer says, to get that Arrabiata for the penne you
started cooking for dinner, if the sauce is missing from the order, then you’ve just wasted
your time and money; and you are no closer to dinner than you were before the order.

Finally, customers also report that when orders do arrive, the drivers are exceptionally rude
and frequently refuse to deliver to their door (insisting the customer come down to the
street).

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Gorillas Grocery Delivery

On-demand food delivery service Gorillas makes many promises that, so far, it is not able to
keep and customers are getting fed up. 

From extended delivery times, charges without deliveries, false marketing, and lack of
customer service, Gorillas’ problems are mounting.

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Gorillas Grocery Delivery

But these problems are not stopping the food delivery service, Gorillas’ is entering its third
fundraising round, with an eye on expansion.

With so much competition, if Gorillas doesn’t x these many problems, customers will
continue to utilize their competitors in higher and higher numbers. 
Potential investors attracted by this unicorn would do well to keep this in mind.

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