Writing as a fellow product person. I notice a few poor designs in this app, that creates friction and causes bad user experience. 1) Unnecessary surveys: “Why did you not complete the order at X”. First, this X restaurant is wrong (I already placed the order). Second, survey is a poor way to get user feedback. Participation rate is not guaranteed. A much better way to do it is to do a thorough data analysis of user behaviour, form solid hypotheses and test these hypotheses thru experimentation. 2) Cluttered UI: Do we really have to have “trending order”? Do I, as a customer, really get value from knowing what others are ordering? Does it benefit me, a restaurant order, that customers only order the hottest 1 or 2 items from my menu? 3) It is just buggy. There are a few times when I simply cannot place an order. I click the button, then nothing happens. There is no way for users to report this bug, or seek help for it. 4) The rewards program. I understand rewards program create loyalty and we want loyalty in the fierce competition among delivery apps. But this rewards program is poorly designed; rules are not communicated clearly; the UI/notification is intrusive. All of the above makes me question: Who is making product decisions at Foodpanda? Are they really relying on data and listening to users? Or just go with whatever they ASSUME is a good idea?

Whenever I get a bad order or when my rider doesn’t do their job, I always try to seek assistance from the “help” services offered by the app. However, the only actually help you when you send a picture for proof. Otherwise, they just say unnecessary and unhelpful things and stop trying to fix your main issue. When you do send a picture, they try to help you unhelpfully. They don’t give a refund when your order is wrong if you pay through cash on delivery so for me who doesn’t use gcash, there is no point. They will never fix my problem, and their assistance is meaningless. Today, my rider didn’t start going to my house until i messaged him through the app and when he arrived the food was already cold and disgusting so I through it away. I asked the foodpanda help to aid me but when I contacted them and told them about my issue they asked for a picture. When I told them, I already threw it away, they said they couldn’t validate my claim and just asked me about any other problems I had. I’m trying to fix my main issue about my rider not “some other problem” All they did was give me automated responses and avoid the main subject.

Foodpanda Myanmar should take the feedback seriously. Although there are huge amounts of bad reviews of poor time management on social media, they still neglected and did not modify their processing time. I have received the order only after more than 2 hours of placing it just because I chose Standard Delivery, although I had paid quite a decent amount for that so-called Standard Rate. It is just around 3 km from the restaurant to my location, yet the rider delivered to the further place before delivering my order. Even if I chose the Priority Rate, it would take around 1 to 1.5 hours even for a 1-2 km distance; hence, it doesn't make sense for customers to pay additional charges. If they want to charge an additional price for the faster service, they should do so. Customers who chose the standard rate are also one of the customers; they shouldn't neglect and deliver after 2-3 hours just because they paid fewer. Also, they should train riders to manage their processing time properly. Riders have poor time management skills and are sometimes greedy (but not all riders). They would take 3-4 orders in one way, and the last order was delivered after 2.5-3.5 hours. Out of my many orders, only a few riders are able to deliver within an hour, and I gave tips to them. My average waiting time for standard delivery is around 3-4 hours.

Dear FoodPanda, Thank you for copying and pasting over and over prewritten emails without even reading what your customers say. With extreme disappointment I have to say that I have been served with the poorest and the most embarrassing customer service ever possible. As a senior executive of a company that makes of customer experience their priority, you are proving to know nothing about your customers and so your business. The order was cancelled because of your mistakes and 2 days later you are still copying an pasting the same emails without even reading my messages or understanding what happened. This is simply unacceptable and unfortunately I don’t have any more time to waste with you. I am going to block this payment and do whatever I can to get my 200HKD back, not because of the small amount, but because it’s a matter of principle. I can promise you that you have lost me as a customer forever. Your business won’t suffer for it, don’t worry, but the way in which you serve your customers have been proven to be embarrassing and ridiculously wrong. Since you don’t read the feedback or requests from your customers you won’t probably understand or learn anything from here. What a shame… Congratulations FoodPanda, I can certainly say that you have given to me the worst customer experience in my 44 years! Good luck, G