A frustrating experience leads to a demand for a refund after failed delivery attempts.
After enduring a six-hour wait for a Foodpanda order, a customer found herself speaking to numerous company representatives, only to be left without a delivery. A member of the Facebook group Complaint Singapore shared her frustration on Thursday (Sept 1), expressing that this was not the standard of service customers should expect.
The customer had ordered flavored syrups for coffee through the Foodpanda app, with an expected delivery time set for August 31 at around 1 PM. However, as the clock struck 2 PM and nothing had arrived, she began her attempts to follow up through live chat.
“After multiple inquiries regarding my order status, I was informed that it was already out for delivery, and I needed to be a bit more patient,” the original poster recounted. After another six hours of waiting, she decided to cancel the order since it still hadn’t arrived.
Ultimately, Foodpanda informed her that it was a store order and that delivery was managed on the merchant’s side. She was advised to contact the merchant directly, which proved futile as the store was unreachable.
“I was really frustrated with the whole situation; I chatted with more than 15 representatives throughout the day! And still, my item was never delivered!” she vented.
“Here’s the kicker! When I requested to cancel my order and receive a refund, the representative told me they could only cancel the order but couldn’t process a refund because it was a systematic order. The funds had already been released to the merchant, but the item was never sent!”
Desperate for a resolution, the customer reached out directly to Foodpanda’s management, prompting further callbacks from representatives. However, each confirmed they were unable to issue a refund.
“I don’t get why they would call with no solutions,” she lamented, noting she heard laughter in the background while explaining her predicament. Around midnight, she received three calls from Foodpanda, but no one spoke on the other end before the calls were abruptly disconnected.
“Are they just buying time or trying to create a record that they made an attempt? The line was unreachable,” the customer pondered. “After 24 hours since this incident, we’re still waiting. It’s time and money wasted. This is our hard-earned money! We just want our refund of over S$53 since the item was never received!” she exclaimed.
Other netizens chimed in, sharing similar experiences with the platform. “Foodpanda is the worst. Thankfully we’ve only used them twice, and both times it was a disaster,” commented Facebook user Fan Zi Hao.
UPDATE: Foodpanda’s Response
In light of the incident, a Foodpanda spokesperson provided the following statement: “We have reached out to the customer and issued a full refund for the order. We will also continue to collaborate with our vendors to ensure a more seamless delivery experience for our customers.”
