Bolt Food Romania - I will no longer use this app
I placed an order with an estimated delivery time of 30-40 minutes, but it arrived two hours later. While I understand occasional 10-15 minute delays due to high order volume or traffic, this situation was unacceptable. After 45 minutes, we checked the app and noticed the courier was stationary at the restaurant and hadn’t picked up our food. We contacted customer service immediately to request either a refund, cancellation, or a new order from a different courier. Despite the clear tracking evidence showing no progress, customer service refused all three options and provided no meaningful assistance. Being directed to an unhelpful chatbot with no access to a real person made the situation even more frustrating. We paid 168 RON for this delivery and received no compensation, refund offer, or even an apology for the failure. A two-hour delay with a non-moving courier is unreasonable, especially when customer service is unable or unwilling to help during an active delivery crisis. Until Bolt demonstrates that they value their customers and can provide reliable service and support when problems arise, I won’t be using this app again.