A Foodpanda customer shared how he placed an order for Mala Xiang Guo amounting to about $24.69, but ended up being charged twice for that order.
A total of about $49.38 was deducted from his bank account.
The netizen shared that he reached out to the Foodpanda Help Center to ask them about the deducted money, to which they provided him with the following reply.
“Thank you for sharing the pictures. As I can see your order v8wy-i1yp was cancelled due to payment issue. I apologize for the inconvenience. This can also be due to a system glitch or an error with the bank/payment gateway.
If you don’t see any charge or transaction, that means you weren’t charged in the first place. But if you got charged, we’ll automatically process your refund and you’ll receive it within 14 working days.
For now, I suggest you place a new order with a different payment method, or by cash-on-delivery. If you used a voucher on this order, you’ll be able to use it again for your next order.“
The netizen then told them the app said that the payment didn’t go through, and questioned them as to how the money was still deducted from his bank account, providing screenshots of the bank deductions to the chat agent.
Then when his food (which he paid twice the price for) eventually arrived, another problem came about: His order had missing food items.
Other Foodpanda customers share similar problems
- This happened to me too, I wrote in and got a refund. I checked the order receipts in my email and it was literally the same order duplicated, with the exact time stamp, and two order numbers generated. Literally almost no way it was a human error on my part.
- Happened to me before, two nasi lemak showed up, I gave the second one to the rider, made abang’s day then get refund
- Happened twice to me over McDonald. First time I accepted the possibility of me being a doofus. The second round , i raise a report w food panda and got my refund.
- This happened to me last week. Received two of the same orders 5 minutes apart, went on the app to check and saw I was charged for two orders despite only clicking payment once. Had only 1 delivery tracking as well. Submitted a complaint but had the CS Officer misunderstand the situation (thought I meant I had selected x2 food items by mistake in my order) which obviously was not the case. Replied back and had the case escalated. Then had their CS officer give me a call where I had to further explain. Somehow still misunderstood the issue, had to raise my voice abit before finally getting a refund.
- Why do people still use foodpanda even after so many repeated news of system f***-ups and unhelpful customer service