A netizen took to social media to complain after his McDonald’s delivery never arrived at his condominium unit, although it had been marked delivered. He reported this to foodpanda, but the company was unhelpful regarding his complaint.
He also reported the incident to UOB as a fraudulent transaction, and the bank told him to file a police report regarding the failed delivery but added that “no action” has been done by the bank.
Mr Chan Kester posted on the popular COMPLAINT SINGAPORE Facebook page that he had placed a McDonald’s order worth $22 last Monday (Aug 15).
While the order was marked delivered, it never reached his unit.
He reached out to foodpanda, and was told by a staff member named Babar B that the food had been delivered to Mr Chan’s unit, #18-01, adding a photo of the delivery as proof.
But Mr Chan explained that his condominium has three towers with three units designated as #18-01.
The photo taken by the food panda delivery person showed a plain door marked #18-01, while Mr Chan’s is embellished with decorations.
“I had told Baba B…that the delivery guy must have gone to the wrong tower, which he refuted. Foodpanda staff even asked if the decorative items were hung AFTER the complaint was being made,” Mr Chan wrote, adding that food panda said it would escalate the matter and email him back within one to three days.
However, he did not hear back from the company.
Mr Chan added that he called the fraud hotline of UOB so that his card and transaction would be blocked “as per SOP in the event of an unauthorised transaction.”
But the transaction had already gone through.
“I contacted UOB and was attended to their staff called Zhiong, who said that they cannot do anything and requested for me to make a police report so that UOB can act on it,” wrote Mr Chan.
He added that the bank had told him he needed to call the hotline immediately once the transaction was noted.
“Order was made at 1.30pm on that day, transaction went through at about 1.50pm. I explained that if the order took a while, like what it did on that day (Foodpanda app showed 35-45mins ETA), I wouldnt have known that the order would have failed UNTIL the app showed ‘Delivered’.”
He added that it was “challenging to appreciate UOB’s viewpoint on this and the expectation for customers to anticipate a failed order even before the app shows ‘Delivered.”
Mr Chan also wrote that he was disappointed with the lack of action from UOB and foodpanda, adding that he found having to file a pixie report over a failed delivery worth $22 was an : unusual course of action”. Still, he did so upon the bank’s instructions.
Netizens commenting on the post appeared to hold foodpanda responsible, with several sharing their stories of the delivery app.
When asked by the commenters why he didn’t go to the other towers to check on his order, he explained that access is restricted in the other buildings.
TISG has reached out to foodpanda and will update with their response. /TISG
UPDATE: August 23, 2022
foodpanda Statement
foodpanda has responded and clarified the incident today with the below statement:
We are aware of the situation and our customer service team has reached out to the customer to provide assistance and resolve the issue.
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