foodpanda: 美食和生鮮雜貨外送

I would like to file a complaint about the cancelling policy of your company. Your app mistakenly ordered the food this afternoon. I tried to cancel the order the second i received the message and i started the live chat but no response. Then i called the restaurant directly and it says i cant cancel it. The restaurant provided a phone number and asked me to call. It turns out is a restaurant hotline. After 5 mins’ trying , the chat box replied and said the restaurant had started to prepare the food so i cant cancel it. How can i cancel my order? This is ridiculous. I hope your company can do something to help. I am very disappointed with the performance of your company. No one help. Is there any improvement you can make for customers to cancel the wrong order?

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Same as what other reviewer wrote, I experienced the same issue. I waited for over 1hr while the delivery time kept decreasing from 80min to 48min to 25min. I opened the chat to seek assistance and was then told by the customer service that the restaurant has closed. I never got any notification about it and was waiting the whole time trusting the platform to let me know if there is any issue. Turned out I was so wrong - the customer service told me to check the operation time of the restaurant as if he/she was blaming me for placing an order at an restaurant that was about to close while the app did not have any notification or warning about it. The app could at least notify me that the restaurant has closed but they didn’t until I waited for 1hr and asked the customer service. When I asked why showing ‘28min’ delivery time while the actual delivery time is ‘never’, he/she outright said ‘the delivery time is not reliable’. This is ridiculous, especially considering its competitors Ubereats of Deliveroo do show reliable delivery time and proactively keep users notified if there’s any issue with the orders. Lastly, the customer service had terrible attitude in handling customer’s feedback. This is my first and last time using this app and will let all my friends and family know how terrible this app is.

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I’ve ordered quite a few times from this app. And it was fine. But the last two times really had me reconsider. I waited like 90 mins for both those orders. That is a ridiculous amount of time, given that the estimate times were 60 and 30 mins. This second time I contacted them with the chat function and they were completely useless. It’s like they didn’t even read anything I wrote and just kept asking me if there is anything else they can help me with, just like another reviewer said. My problem wasn’t even RESOLVED, and they wanted to be done with it already? And when the rider FINALLY picked up my order, I told them I wanted to be compensated for the extra EXTRA wait time like deliveroo does when they make this mistake, which is what should be done. But they told me they couldn’t do that, and then blamed the late time on the restaurant. Like their stove broke BOTH times I ordered from them?? And interesting how the guy only said that when I said I wanted compensation, and wouldn’t tell me ANYTHING useful when I didn’t ask for compensation. The service of this app is terrible. I guess it’s a luck thing. If your food is late, don’t even try to reach out to them. You would only get more and more angry. Just wait patiently and curse your luck.

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I placed my order at 8:03pm on 3 August 2018 (HK time). The app indicated that the delivery time would be 40mins. At 8:55pm, no status at all. I contacted the customer service and agent “Sing” replied me at 8:55pm that my order will be delivered in 10-15mins. After 15mins, at 9:10pm, still no status and delivery yet, I contacted the customer service again. But then, they didn’t respond to me but telling me that my respond time was over and forced to end my conversation for 3 times!!!!! Obviously, they were trying to avoid my enquiry. They responded my enquiry only when a rider was assigned at 9:45pm. The food was finally delivered at 10:08pm!!!!!!! 2 hours?! Amazing!! The food arrived wasn’t hot enough!!! Of course, the food was not hot as the food has been ready to pick up for long time, but foodpanda didn’t assign a rider. Anyone who wants to be starving like me and served with no temperature food, please order your food from Foodpanda. What a great experience!!!!!!!! ***IMPORTANT NOTES***To those who would like to enjoy the free deliver at foodpanda from Monday to Friday, I would say that only anger in return. Better pay $20 at deliveroo to buy back your happiness!!!!!!!

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It's been the 2nd time using the app, the first was bad already, the delivery was late, at least one hour waiting even if they stated "25mins" on the app. The delivery guy wasn't wearing any uniform or anything for me to recognize him. And the soup was spilled out and messy. I thought it was only an exceptional case therefore I gave them a second chance. Today, I ordered at 2:55pm and the app stated that the delivery time "50 mins", and the status in the app pretended that everything is smooth and showed that the order is arriving when I check at 15:35pm, but I couldn't locate the driver on the app. I use the chat function and ask if my food is really on the way, and they reply the driver is just on his way to pick up my order, and there is nothing I can do but to WAIT. They are not willing to help at all, just tell me it's gonna be a bit late and keep asking if there is any other question. Now it's 16:02pm, and I'm still waiting for my food which I don't even know when will it comes. Terrible terrible service, I'm gonna delete the app and never use it again. For the people who wanted to try, PLEASE DON'T!!!