A woman in Singapore used Deliveroo for the first time, unaware of certain delivery options, she found herself in a distressing situation that left her feeling vulnerable and concerned about her privacy.
First time ordering on Deliveroo
The woman, Ms. Lim, decided to try out Deliveroo for the first time. Eager to enjoy a meal at home, she placed an order through a web browser on a rainy Thursday evening (20 July).
Unbeknownst to Ms. Lim, Deliveroo offers two delivery options – contactless delivery and a two-digit pin code system. Unfortunately, she was not aware of this choice and proceeded without selecting either option.
She also left instructions for the rider to leave her food order outside her unit, at the shoe rack because her doorbell was not working.
While waiting for her order, Ms. Lim realized she needed a shower after getting caught in the rain earlier. Assuming the delivery would be straightforward, she decided to proceed with her shower.
As Ms. Lim was in the shower, the delivery rider arrived at her doorstep and attempted to get her attention by shouting.
Feeling anxious about potential disturbances to her neighbor’s peace, the concerned and alarmed woman then rushed out of the shower, wrapped only in a towel, to collect her food.
To her surprise and dismay, the rider demanded a two-digit pin code to complete the delivery. Unaware of this requirement, Ms. Lim was caught off guard and felt as though she was being held hostage for her food.
She also saw the rider staring at her as she was only wrapped up in a towel and nothing else.
Feeling cornered and vulnerable, Ms. Lim hurriedly retrieved the pin code from her laptop in her living room. During this process, she worried that the rider might have taken images or videos of her in her state of undress.
Despite providing the pin code, Ms. Lim remained hesitant to collect her food until the rider left the vicinity. Once the rider had departed, she felt a mix of relief and distress over the entire ordeal.
Following the unsettling incident, Ms. Lim contacted Deliveroo to express her concerns and discomfort. However, as of 23 July, she claimed to have received no response from the company.
Feeling that her privacy and safety were compromised, Ms. Lim made a police report regarding the incident, seeking to address the issue and ensure that no other customers face a similar situation.
Ms. Lim, in reflection, questions why Deliveroo’s website did not provide clear information about the two-digit pin code option. With better communication, she believes the entire ordeal could have been avoided.