Facebook user Estelle Liu recently posted on the Facebook page Complaint Singapore which shows how Foodpanda refused to refund her money due to the rider delivering her groceries wrongly which was intended to be donated to a children’s home.
Here is the full story.
It is with heavy disappointment that I write this post, regarding an order on Pandamart (#e8jn-gnhw) that I have placed last week 22nd May Saturday at 11:57pm. The order consists of 136 groceries, amounting to $259.32, was scheduled to be delivered from Pandamart AMK to 202 Serangoon Way (Chen Su Lan Methodist Childrens’ Home) on the 24th May Monday at 11:00am.
The problem I faced was that:
1. This delivery never reached the destination. However, on the app, it shows that the order has been successfully delivered. Later on the same day, I found out through the Children’s Home in-charge that the items never arrived. I immediately contacted Foodpanda through the live chat because there was no hotline available at all. I provided them with my number and the live chat customer service told me that they will contact me. However, they did not contact me at all until 26th May Wednesday, through an email (Refer to picture 1). The email shows a picture of the Rider’s Proof (Refer to picture 2) upon delivery and the delivery time of the package. The picture that was provided by the rider shows a part of an infrastructure that does not even belong to this Children’s Home (Refer to Picture 3) upon checking with the Children’s Home in-charge. The picture provided by them was also not a gate but a fence and window of an infrastructure.
2. I also want to make known that the orphanage has multiple CCTVs surrounding it, and a guard house directly by the main gate. But no footage of any delivery from Pandamart has been captured nor any drop off. It is with certainty that I say the items never arrived to Chen Su Lan Methodist Children’s Home. This is an extremely frustrating situation for me because I have added the specific name of the location and the point of contact for when the items arrive. There is no reason for this package be delivered wrongly or not be located.
3. Through exchanging of email the past few days with Food Panda, not only have I provided them with the picture of the Children’s Home for reference, I have also provided them with proof of clarification with the In-Charge. However, the customer service were very persistent that the Rider had already delivered the package and said that they were unable to proceed with further assistance since the Rider has provided them with the proof of delivery.( Refer to picture 4) Even after this I still told them that I have not received the package and Food Panda’s response was that ‘they are sorry that you did not receive the order’ and ‘accept our apology’. In the email they mentioned that the Rider might had delivered to the wrong address but then in the same email they stated that they have delivered to the registered address which does not make sense at all. (Refer to picture 5). Even after providing them with evidence and proof that the Rider might had delivered to the wrong address, Food Panda refused to admit that they are in the wrong and refused to further assist us in locating our missing package even though they acknowledge that the Rider might had made a mistake .
4. As we did not come to an amicable conclusion through email, I further reached out to the customer service via the live chat multiple times yesterday 29th May Friday, only to be met with patronizing and empty promises each time VIA the live chat. At 12pm yesterday after explaining my situation to the customer service via live chat, I was told that they will reach me within 30mins VIA my new email but there was no response at all. So I started a new chat again at 2pm only to be told to wait 30mins again and also at 4pm only to be told the same thing and there was no email and call even after I provided them with my email and number countless of times. (Refer to picture 6,7) My last encounter with the live chat was at 11pm where the customer service officer abruptly ended the chat on his end because ‘this is not coming to any conclusion’. (Refer to picture Not to mention one of them even pulled a pun when we were in the midst of everything. (Picture 9) Not only is the delivery a disappointment, the standard of customer service is even more appalling.
What I am upset about is that not only did Foodpanda refused admit to the mistakes that they made, they also did not provide me with any assistance in locating my missing package. Again and a again I always have to take the initiative to contact them, even though they should be the ones responsible in handling this situation.I had higher expectations of the team from such a big organisation to have been able to handle the after care with more pride and competency, to account for the situation responsibly. However, I was utterly disappointed by the incompetence of the company.So for those who want to order from FoodPanda please think twice!