Facebook user Chan Kester, shared how he made an order for McDonald’s through the FoodPanda app, but it was delivered to the wrong unit.
Here is what he said
Hi, I do not usually like to comment on incidents publicly but thought it would be good to share.
I ordered a Mcdonalds meal costing $22 on Monday 15th Aug using the Foodpanda app to my home with unit #18-01. Delivery was marked delivered but I did not receive the food.
I called Foodpanda and was attended to their staff called Baba B who said that the food was indeed delivered to my unit #18-01 and the delivery guy had even taken a picture of the delivery.
However, from the pictures, my front door has decorative items and is not like what was in the picture.
I had told Baba B that my condo has 3 towers and 3 different #18-01s and the delivery guy must have gone to the wrong tower, which he refuted.
Foodpanda staff even asked if the decorative items were hung AFTER the complaint was being made. Foodpanda said they will escalate and revert back to me via email within 1-3 working days, however I did not receive any emails from them.
I contacted UOB fraud hotline on the same day (Monday) to block the card and transaction as per SOP in the event of an unauthorised transaction.
However the transaction had still gone through. I contacted UOB and was attended to their staff called Zhiong, who said that they cannot do anything and requested for me to make a police report so that UOB can act on it.
I had done so on the same day as well, however no updates from UOB were received either. According to UOB, I had to call the fraud hotline immediately once the transaction was noted.
Order was made at 1.30pm on that day, transaction went through at about 1.50pm. I explained that if the order took a while, like what it did on that day (Foodpanda app showed 35-45mins ETA), I wouldnt have known that the order would have failed UNTIL the app showed “Delivered”.
It is challenging to appreciate UOB’s viewpoint on this and the expectation for customers to anticipate a failed order even before the app shows “Delivered”
I am disappointed that no actions were done from UOB nor Foodpanda on this. Even a police report, which I found it an unusual course of action just for a failed delivery of $22 but because UOB instructed me to make and hence I did so, was not able to rectify the issue.
