After waiting for six hours for an order processed by Foodpanda, a customer had to speak to multiple company representatives to follow up, but to no avail.
A member of Facebook group Complaint Singapore shared her disappointment with the platform on Thursday (Sept 1), noting this was not how customers should be served.
The group member had ordered flavoured syrups for coffee, which were available through the Foodpanda app.
The expected time of delivery was Aug 31 at about 1 pm; however, nothing arrived until 2 pm, which was when the customer began chatting with the company agents for an update.
“So after multiple attempts of checking my order status through the live chat, they mentioned that the order was already out, and I need to have a bit more patience to wait for the orders,” said the original poster.
After another six hours of following up, the customer requested a cancellation since nothing had arrived.
Foodpanda finally mentioned that the order was a store order, and delivery was assigned on the merchant’s end, said the concerned individual. She was told to contact the merchant directly, but this was also futile as the store was unreachable.
“I was really pissed off about the entire situation, I chatted with almost more than 15 representatives half the day yesterday! Aside from that, my item was not even sent!”
“Here’s the best part! So, upon requesting to cancel the order and opt for a refund the representative mentioned that they can only cancel the order, unfortunately, they cannot process with refund as this is a systematic order. The funds have already been released to the merchant end, but the item was not even sent!”
The customer then reached out directly to Foodpanda management, prompting more representatives to give her a call. Still, they all confirmed they couldn’t process a refund.
“I don’t understand why they even bothered to call with no solution,” said the exasperated customer. She added that on one occasion, she heard laughing noises in the background while she explained her situation.
At around 12 midnight, she received three callbacks from Foodpanda, yet no one spoke on the other end. The calls were cut shortly after.
“Not sure if they are still buying time or they just wanna have a record that they attempted, but the line was uncontactable,” the customer wondered.
“After 24 hours from the incident, we are still waiting. Time and money wasted. It is our hard-earned money! We just want our refund of S$53++ as the item was never received!” said the customer.
Netizens commented that they, too, experienced similar incidents when using the platform. “Foodpanda the worst. Luckily we only used them twice; twice also cannot make it,” said Facebook user Fan Zi Hao.
The Independent Singapore has reached out to Foodpanda for a statement and will update the article accordingly. /TISG
UPDATE:
Foodpanda Statement
A foodpanda spokesperson has responded and clarified the incident today with the below statement:
“We have reached out to the customer and provided a full refund on the order. We will also continue to work with our vendors to ensure a more seamless delivery experience for our customers.”
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