Foodpanda user claims Panda Pro subscribers are charged higher fees, echoing similar issues with Grab Unlimited

SINGAPORE: Mirroring the claims some Grab have made about discrepancies in service fees for Grab Unlimited subscribers, a Foodpanda user has said that Panda Pro subscribers are also charged higher fees compared to non-subscribers.

Facebook user Liz Lu wrote on Friday (23 June) that she decided to compare the fees Panda Pro subscribers and non-subscribers are charged and made an order for the same items at the same restaurant, delivered to the same address, at the same time, using two accounts – a Panda Pro account and a non-premium regular account.

To her shock, Liz found that the non-Panda Pro account was charged $21, while the Panda Pro account was charged a whopping $45.

While the non-Panda Pro account enjoyed special discounts on food, reasonable delivery fees, and no small order fees, the Panda Pro account was burdened with high delivery charges, small order fees, and a free delivery voucher that required a minimum spend of $30.

Furthermore, delivery timings for the Panda Pro account were reportedly longer compared to the non-pro account, which experienced faster delivery times.

Sharing screenshots on the Complaint Singapore Facebook page, Liz wrote: “In total I got 4 account in my family. 2 pro and 2 normal. Both the pro is the same issue. Being charge more and all the things mention. So have they been abusing all the pro subscriber??? I don’t know.”

Revealing that she has messaged Foodpanda for answers, Liz added in a comment: “FYI I been a pro for very long also and never doubts until today. That’s why I got 2 account as pro. We only find out when today I was busy on my hp for a second and my hubby got his hp (non pro) to see what he want to eat. And I went to select same stuff and was shocked at the price difference when I am a pro and should be cheaper usually.”

This incident comes after a similar issue faced by Grab Unlimited subscribers, where service fees were found to be higher for GrabUnlimited users compared to standard users.

Dentist and socio-political commentator Dr Theng Wei Gan discovered the discrepancy when he and his partner conducted an experiment ordering the same dishes from the same restaurant simultaneously. The GrabUnlimited subscriber was charged $2.50 more in service fees compared to the standard user.

Dr Gan expressed frustration and disappointment, stating that the savings from his Grab Unlimited subscription only amounted to $0.50, contrary to the advertised $3 discount per order. He cancelled his subscription and urged other Grab Unlimited subscribers to investigate if they encountered the same issue.

These incidents have sparked a debate regarding the transparency of pricing structures, discounts, and service fees imposed on subscription-based models offered by food delivery platforms. Users are calling for clearer communication and fair treatment of subscribers to ensure they receive the benefits advertised.

Grab user says service fees for GrabUnlimited subscribers are higher than fees for standard users