Customer unhappy after foodpanda offers 20-cent refund for spilled milk tea order

SINGAPORE — A customer took to social media after receiving an order of milk tea with 3/4 of the contents spilled as she was unhappy with the compensation offered by delivery service foodpanda, which said it would process a refund of $0.20 plus a compensation voucher worth $3.00.

“Food panda, spillage 3/4 of the milk tea. compensate only $0.20. Who would order meal if not because of the drinks,” wrote Ms Yvonne Lim on the COMPLAINT SINGAPORE Facebook page on Thursday (Feb 9).

She also posted a photo of her order showing a takeaway cup from Costa Coffee in a plastic bag, which is half-filled with light brown liquid.

Ms Lim also shared a screenshot of messages from foodpanda, where an agent from the company tells her that she can process the $0.20 refund right away, which Ms Lim would receive via panda pay wallet.

The company also offered a $3.00 compensation voucher which would be “credited to her Vouchers e-wallet instantly.” It can only be used for one order with a minimum order value of $1 and is valid for one month.

Netizens left mixed comments on Ms Lim’s post were mixed.

Some said that leak-proof cups should be provided by food outlets and delivery platforms.

A delivery rider endeavoured to explain to Ms Lim about the flaw in beverage cup lids so that she would see from the perspective of riders, but she assured him she was not blaming the rider.

Several netizens pointed out that she had been offered a $3 compensation.

She responded by saying the voucher could only be used if she ordered again, which she appeared reluctant to do.

Ms Lim also said in another comment that she would have preferred a refund for the drinks.

The Independent Singapore has reached out to Ms Lim as well as to foodpanda. /TISG

UPDATE: 3:30 PM

A spokesperson from foodpanda clarified the matter with the below statement:

“We are aware of this incident and have reached out to the customer to resolve the issue. We will also continue to work closely with our restaurant and delivery partners to ensure orders are packed well and our customers have a consistently pleasant experience.”

Singapore man exploits loophole he found in FoodPanda delivery app, orders $170,000 worth of meals & goods for free