Farhana recently posted her negative experience when she ordered food from the platform Foodpanda. Foodpanda refused to refund her food purchase after the rider could not find her home. She wrote to Foodpanda but received template replies from:
- Maniyarasu
- Loheshwar
- Savitavaani
All 3 Foodpanda staff gave Farhana the exact same template reply that they could not refund her the money as the rider could not locate her location.
Here is the full story.
Help me share this. I am bringing this to public and social media to show how Food Panda handle their business!
I am utterly disappointed with how foodpanda handled my case.
On 28 May 2021, I place a food order for my family dinner at 7:10pm. At 8:03pm I received a missed call on my phone and I returned back the call at 8:09pm. That is within 6 minutes. It was a 1 min 26 secs call duration, in which the rider mentioned, “I cannot find blk 467 Segar Road.”
This is not my first time ordering food via a food ordering app, never had such problem where rider could not find my blk. Therefore, I asked rider for his location, in which he mentioned, I am at Blk 456 Segar Road. Well, that’s not too far away, so I gave the rider direction to my blk. I even shared prominent building for him to look out, to help him get to my place. Infact, immediately after the call, I send him a WhatsApp and share my location. I waited for about 3 mins before calling him again. He answered, “I CANNOT FIND UR BLK!” and slam down the phone. After which, my order got cancelled! I called back the number but the rider rejected my call and block my number.
I have no choice but to reorder the food, this time via GrabFood and got my order within 30 mins. Rider had no problem finding my place. This horrific event did not end here. So I send an email to @foodpanda. In which they responded “we are unable to proceed with the refund due to our rider tried to locate your location but the rider could not locate it.”
Why do I have to pay for it when I don’t get my food and when the rider could not find my address despite me giving the direction and shared my location? Why am I the one being charged for someone else incapability to do their job?
I asked for details and explanation on how and why Food Panda come to the decision of “no refund”.
Their response was “this order was cancel due to you were unreachable.
Our rider also waited for more than 10 minutes at the delivery address but you did not show up. Our delivery team also tried to contact you but you were unreachable.”First of all, I was not unreachable as claimed by Food Panda. I returned back the call within 6 mins and assisted rider to give directions. Secondly, I opt for contactless delivery where rider can just leave my food at the door. Food Panda mentioned, as quoted by them, “rider also waited for more than 10 minutes at the delivery address but you did not show up”.So which is which? Rider mentioned he could not find my blk. Now u say rider waited at the delivery address for more than 10 mins and I did not show up. I have an IP camera installed at my front door, there is no presence of your rider at my door from 8pm to 8:10pm.So how would u explain this Food Panda?
I am reachable, I guided rider to my address, I shared my location. BUT I DID NOT GET MY FOOD AND NOW, FOOD PANDA REFUSE TO REFUND ME WHEN IT IS NOT MY FAULT THAT RIDER COULD NOT FIND MY PLACE?So I am paying $75.72 for nothing?
Any rider can just claim “I cannot find your address” and cancel the order, after which the food that I paid for is given to someone else to enjoy at my expenses. Look at my order history, never once do I get “cannot find your blk” from any rider!
FOOD PANDA GIVE ME BACK MY MONEY!