Both Instacart and Deliveroo offer valuable delivery services, but cater to different geographic regions and customer needs. Instacart is ideal for users in North America seeking a wide variety of groceries, while Deliveroo is a strong choice for those in Europe and the Middle East looking for fast restaurant and grocery delivery with strict driver standards.
| Attribute | Instacart | Deliveroo |
|---|---|---|
| Delivery Speed | Offers same-day delivery, Express Delivery in as little as 2 hours, Priority ETA as fast as 45 minutes, Standard ETA within 2 to 5 hours. Times vary based on factors like store stock, driver availability, and location. Average delivery time is around 90 minutes. | Promises deliveries in as little as 10 minutes using Deliveroo Hop dark stores. AI is used to optimize delivery logistics, with a reported 20% reduction in delivery times. Delivery times can vary based on restaurant preparation times, rider availability, and traffic conditions. |
| Service Fees | Ranges from 5% to 10% of the order subtotal. Supports the Instacart platform and covers operating costs. Instacart+ members get lower service fees. Additional fees may apply for extra delivery time or express checkout. | The service fee is 5% of the basket value, with a minimum of 49p per order and a maximum of £2. This fee is used to provide customer service and improve the app. |
| Grocery Selection | Allows users to shop from local retailers online. Offers a wide variety of grocery items and brands. Provides access to fresh food for customers. | Deliveroo HOP operates from delivery-only grocery stores in partnership with existing grocers. They also provide delivery and technology for on-demand grocery to major retailers. Grocery partners include Morrisons, Waitrose, Co-op, Sainsbury's, ASDA and Wholefoods in the UK. They also have partnerships with Esselunga in Italy, Auchan in France and ParknShop in Hong Kong. |
| Restaurant Selection | Accepting orders from restaurants. | Works with around 182,000 restaurants, grocers, and retailers. Restaurant partners include global quick-service restaurants, national casual dining chains, independent full-service restaurants, and takeaways. |
| Geographic Coverage | Reaches over 95% of households across the United States and Canada. Smart service areas include addresses that can receive delivery from a store in up to 30 minutes. Long-distance delivery areas cover addresses that can receive delivery in 30 to 60 minutes. | Operates in the United Kingdom, France, Belgium, Ireland, Italy, Singapore, the United Arab Emirates, Kuwait, and Qatar. It formerly operated in Germany, Taiwan, Spain, the Netherlands, Australia, and Hong Kong. Deliveroo is in over 800 locations across 12 countries. In 2021, Deliveroo expanded its UK population coverage to 77%. |
| Order Accuracy | Strives to fulfill orders accurately. Customers can opt to have their order partially fulfilled. Sends notifications for any changes made to an order, such as substitutions or refunds, which customers can approve in the app. | If there is an issue with your order once it's been delivered, the quickest way to resolve this is by using the Order Help function in the Deliveroo app or website. |
| Customer Service Responsiveness | Dedicated team to assist senior citizens. Call 1.844.981.3433 for assistance. | Collects a service fee on each order, which they use to bring you customer service if you need it. |
| Special Offers and Discounts | New users can apply various promo codes. Instacart+ members receive ongoing discounts, including $0 delivery fees on orders of $35 or more and 5% credit back on eligible pickup orders. Frequently offers special discounts for holidays and events. Referring friends can earn you a $10 credit for each successful referral. | Discounts and deals can be found on the Deliveroo "Deals & Offers" section in the app or website. "Tasty Thursdays" offer 20% off from selected restaurants. New customers can get discounts on their first order. Deliveroo Plus members get free delivery and exclusive offers. Students can get free delivery and exclusive restaurant offers. |
| Delivery Driver Professionalism | Delivery drivers are expected to be courteous and professional. | Has stringent criteria for couriers, including age restrictions, criminal checks, and work authorization verifications. Deliveroo has implemented facial recognition technology as part of its efforts to ensure compliance. |
| App Usability | Designed to be user-friendly, with a minimalist but lighthearted design that puts the focus on the products. Features a white background and lightweight gray typography and iconography. Bright green and orange accent colors are used to call attention to important information. Incorporates microinteractions to make the platform more enjoyable. | The Deliveroo app has facilities like a live track-in feature. Customers can easily open the app and virtually look at the exact street or lane the delivery partner is following in order to deliver their order. The Deliveroo app includes a review and ratings system where customers can provide insights into their overall experience. The Deliveroo app provides features like live updates and the ability to track their order. |
| Substitution Policy | Customers can select replacements if an item is out of stock. Replacement options include: Find Best Match, Pick Specific Replacement, or Don't Replace. Customers can set their replacement instructions. If a customer is not satisfied with a replacement item, they can get a refund. | Operates a zero-tolerance policy towards anyone who fails to meet their obligations in relation to any substitute engaged by them. The Deliveroo app we use only shows specific substitutions we can choose from and we have to choose one, otherwise we have to remove the item from the order. |
| Alcohol Delivery Availability | Offers alcohol delivery in some areas. Valid time slots are shown to customers based on store hours, shopper availability, and the presence of restricted items in the cart, such as alcohol. | Offers alcohol delivery. |