Brand Overview: Rappi
Rappi is a Latin American technology company and digital super app that originally started as an on-demand delivery platform. Founded in August 2015 by Simón Borrero, Felipe Villamarín, and Sebastián Mejía, the brand has rapidly expanded into a multi-vertical marketplace operating across several countries in Latin America.
Contact Info
Customers can reach the official support team via email at [email protected] or through the brand's in-app help center. There is no widely available public customer support phone number, as the company primarily directs users to resolve issues through its mobile application.
Industry and Operations
Rappi operates as a multi-sided marketplace connecting consumers with local restaurants, retail stores, and independent couriers. While it is best known for its logistics and rapid fulfillment network, the company has diversified its business model into a comprehensive digital ecosystem.
- On-Demand Delivery: Rapid delivery for restaurant meals, groceries, pharmacy items, and everyday goods.
- Financial Services: Digital banking, credit cards, and payment processing solutions offered through RappiPay.
- E-commerce: Retail shopping from local malls and specialty stores directly through the app.
- Additional Services: Travel booking, pet accessories, and specialized courier errands.
User Sentiment
Overall user sentiment toward Rappi is highly critical on third-party consumer review platforms, with users frequently expressing frustration over unfulfilled orders and a lack of accountability from the support team.
- Missing or Stolen Orders: A massive volume of complaints revolves around couriers failing to deliver items, marking orders as delivered without handing them over, or asking for payments outside the app.
- Poor Customer Support: Users frequently report that the in-app support chat is unhelpful, relies too heavily on automated responses, and prematurely closes tickets without offering a real solution.
- Refund Difficulties: Customers struggle to secure refunds to their original payment methods for canceled, incorrect, or undelivered orders, often being forced to accept app credits instead.
- Billing and Payment Issues: There are recurrent reports of unauthorized charges, double billing, and difficulties removing credit card information from the platform.
- Delivery Delays: Many users experience extreme wait times, resulting in cold food and ignored preparation instructions by the partnered merchants.
Share Your Experience
If you have experienced issues with Rappi, you are not alone. Share your experience or file a complaint on Xolvie to let your voice be heard.