How is the communication of Rappi?
Rappi faces widespread customer dissatisfaction due to poor communication, with 460 negative mentions and only 6 positive ones out of 469 total references. Customers frequently report no response from customer service, especially for issues like undelivered orders, unprocessed refunds, or account problems. Many users say they sent messages via WhatsApp or the in-app channel with no reply. A small number of positive mentions describe rare cases of quick or helpful support, but these are exceptions. The pattern of poor communication has not improved over time, as there is no monthly history data to assess change.
What customers praise
Rappi’s communication is praised by customers when it functions, particularly for timely order updates. Clear delivery timelines and proactive notifications are appreciated. A few reviews highlight individual representatives, such as Mishel Giovani, for being attentive and helpful. These positive experiences are rare but stand out in an otherwise negative overall experience.
What customers said:
- „Thanks, I got a quick response.“
„Thanks, I got a quick response.“
Original„gracias obtuve una respuesta rápida.“
- „What I would like is to be able to talk to the restaurants as well.“
„What I would like is to be able to talk to the restaurants as well.“
Original„lo que si me gustaria que tambien pudieramos hablar con los restaurantes“
- „I am always kept informed about my order and delivery times.“
„I am always kept informed about my order and delivery times.“
Original„siempre estoy informada de mi pedido y tiempos“
Common complaints
Rappi’s support team rarely responds to user messages. Users report sending messages through WhatsApp or in-app forms with no follow-up, even after multiple attempts. Many are left without information about canceled orders, missing deliveries, or unprocessed refunds. Some say the app’s communication tools do not work, with forms failing to submit and live chat features not connecting.
What customers said:
- „They haven't given me any feedback“
„They haven't given me any feedback“
Original„não me dão nenhum retorno“
- „I haven't received a response“
„I haven't received a response“
Original„não tive retorno“
- „Regarding this communication channel“
„Regarding this communication channel“
Original„quanto ao canal de comunicação dessa“
How it has changed over time
No monthly history data is available to assess changes in Rappi's communication quality. Without this data, it is not possible to determine if Rappi's communication has improved, worsened, or stayed the same. Current evidence shows a consistent pattern of frustration. No trend can be confirmed due to the lack of time-based data.
What customers said:
- „I sent a message via WhatsApp and they don't reply“
„I sent a message via WhatsApp and they don't reply“
Original„mandei mensagem pelo wpp e não respondem“
Practical takeaways
Users facing issues should contact Rappi through multiple channels, including WhatsApp and in-app messaging, to increase the chance of getting help. Keep records of all interactions. If a refund or correction is needed, document the problem and follow up persistently. Avoid automated forms that may fail to submit. When possible, use the app’s direct messaging with delivery drivers, as some users report better communication with them than with Rappi’s support team.
What customers said:
- „They didn't even notify me about that, they just debited it directly from Mercado Pago.“
„They didn't even notify me about that, they just debited it directly from Mercado Pago.“
Original„ni siquiera avisaron sobre eso me débito directamente en mercado pago“
- „I couldn't get in touch with Rappi“
„I couldn't get in touch with Rappi“
Original„não consegui contato com o Rappi“
- „It would be good if they added a way to contact the restaurants.“
„It would be good if they added a way to contact the restaurants.“
Original„sería bueno que agregaran una forma de comunicarse con los restaurantes“
Customer voices
Short excerpts - full reviews are available at the original source.
„I received a notification from the app and via WhatsApp“
„I can't get any information.“
„I have already sent a photo of my ID several times“
„Their delivery drivers don't respond.“
„It's been two weeks and they haven't replied“
„Rappi didn't send any alerts or block the account.“
„I cannot contact my delivery person.“
„They don't respond to complaints.“
Cite this page
Citatio (2026). Rappi Communication: customer reviews September 2026. Retrieved 18 September 2026 from https://citatio.ai/rappi-reviews/communication/
Data verifiable via our public audit log: Methodology · Transparency