Chicken rice stall owner complains after Foodpanda refunds customer for alleged wrong order without checking

Singapore — After Foodpanda fully refunded an order without even checking if it had been correct or not, the wife of the owner of the stall where the food was ordered took to Facebook to air her frustration, writing, “we decided enough is enough.”

In her Sept 19 post, Ms Visa Lee added two screenshots showing orders from Newton Hainanese Chicken Rice that day, which she was sure had been prepared and packed accurately.

“My husband packed the half chicken and 2 packs of rice. We are very sure our 4 eyeballs confirmed the orders are in accordance,” she wrote.

It seems that the customer complained that some items were missing. Foodpanda then gave the customer a full refund, without investigating the matter.

“I remember this order with great impression because I was saying wow this customer utilised voucher to offset the full credit of 20.50$ is it 

Why can deduct so much one?”, Ms Lee added.

She also recalled that the driver had to carry the bag with both hands.

“He still supported the food with 2 hands. One on the handles, one at the base. With this gesture, how can it be we only deliver 1 pack of rice only?” 

Addressing Foodpanda, Ms Lee wrote, “We are supposed to be business partners, right? But we didn’t even have any sort of communication and common decision established before you decided to just make refunds to customers. 

Prior to this, we used to have online chat channels. Sorry we have to resort to social media communication. 

I believe we are not the only vendors encountering such customers and refunds issues.

Please, all we ask for is fairness investigation and do better.” 

She signed off as, “Very angst staff at Newton Hainanese Chicken Rice,” and added that she was also posting screenshots of similar encounters. 

Ms Lee later updated her post to write that Foodpanda sent an email after receiving their complaint.

“No questions asked. No CCTV footage was being requested. Foodpanda did a straight FULL reimbursement to us for the dispute order. 

I have so many questions ??????????????

Who is bearing this expenses? 

So did they find out what happened to this order? 

I will email them to find out, who will be bearing this cost, will food panda deduct from customer account or this expense will be deduct from delivery driver?”

She added that “we are all trying to stay afloat,” especially with the ongoing pandemic, therefore “It will be a lot easier if we are helping each other out.” 

“Be appreciative of the delivery drivers, they are risking and exposing themselves to possible virus and working hard to deliver the food.

If a vendor messed up your order, go through the correct channel to rectify the issue,” wrote Ms Lee. /TISG

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