foodpanda: Food & Groceries 4+

I haven’t been reviewing my receipts from the past but just recently I decided to check the hardcopy receipt from my foodpanda mart order and was surprised that the total amount on my receipt is lower than what I was charged in the app exclusive of the delivery fee. I reported the issue and the support who assisted me kept on saying that the charge on my receipt is correct. S/he wasn’t understanding my concern even if I already sent the photo of the receipt to compare with the prices on the app that I was charged. I also explained it in detail, that only 2 items matched the price on the app and on the receipt, the rest are higher on the app. Then again I ordered my groceries a couple of days later and same thing–hardcopy receipt has lower prices/total. I already compared the total amount including GST(tax) and excluding the delivery fee but the total on the app is still higher. I also use different apps for my grocery shopping like Waltermart and Metromart and they charge me for whatever the total on the app is. But as soon as the actual prices of my order were totalled in the store they refund the excess charge. Now I am thinking all my orders on Foodpanda are overcharged compared to the actual prices from the store and since you don’t refund the excess, knowing that a lot of customers trust you, I can’t imagine the money you are earning from all the customers who are using your service. Very disappointing.

Hi NeriDy, we're sorry to hear about your experience with our platform prices. We strive to offer our customers fair and competitive pricing. This includes continually reviewing and adjusting our prices according to demand. We appreciate you raising this concern and are taking your feedback seriously.

Better hope nothing ever goes wrong with any of your orders because if you ever have to contact their customer service, be prepared to be incredibly frustrated and annoyed. Some are rude while the rest are not going to bother with understanding your concern. They will just give you templated answers, whether or not it is applicable to what you are reporting doesn’t matter to them. I was in touch with about 5 agents. All of them were bad. The fact that these people don’t seem to be afraid of losing their jobs by being rude, dismissive or just being generally not helpful says a lot about what Food Panda cares about - not about their customers. I was a long time user and was even a Panda Pro subscriber. The first time I to order groceries from this app, i got a lot of incorrect items. I reported it and nothing was done. Just a lot of templated responses asking for screenshots that I’ve already sent. You might think I’m overreacting since it is one transaction out of many but when you realize that this is how they handle things when there are problems, it is best to stay away - especially when there are better alternatives. I highly recommend using Grab instead. Their customer service folks actually read and try to understand your issue and attempt to resolve your concern quickly.

Hi uberRenthead, thanks for bringing this to our attention. We're sorry for the experience you had with our customer support. We understand that the resolution provided by our support team wasn't satisfactory. The feedback that you've provided helps us understand the issue better and make the neccessary improvements so that we can address such issues more effectively in the future. Our commitment towards customer support is clear – it's your satisfaction. We appreciate your support while we continuously improve our services.

1) I could no longer use COD for some reason, so I used my cc to pay. I tracked the rider because usually they get lost in our subdivision. Lo and behold, the rider went to a different city, delivered my food there, complete with photo of the delivery. Complained to customer service. I clarified to them that i inputed the right address; that the food is already paid; and that the rider stole my food. And to think this happened on my birthday. The food was supposed to be for a simple celebration.
2) One time, I and officemates ordered milk tea. Waited for several hours. No food came. Only to find out later that the store where we ordered was closed. In the app it indicated that it was open that’s why we were able to order in app.
3) Husband ordered food for a simple new year’s celebration, app indicated that the food has been picked up and on its way. 1 hour passed, no food came. There is no more option in the app to chat with the rider. We don’t know where he is or what happened to the food. Suffice to say that there will be no celebration.
I have been using Foodpanda only for 6-7 months, and already i have had several disappointing experiences. I have never experienced this with Grab which i had been using since 2014. Seriously.

Hi c9cm, we're sorry for the payment issue you've encountered in our app. Our payment methods vary by vendor and product line, and vendors have options to opt out of certain payment types. We're sorry to hear about the delay and missing orders. It's never our intention to keep customers waiting or waste our customer's valuable time. Our goal is to ensure a seamless and hassle-free experience with our app for you. If the problem persists, please don't hesitate to reach out to us via our Help Center for instant support. We value your feedback, and we hope you might consider giving our service another chance in the future.