Tried to order Domino’s pizza yesterday for dinner for my small gathering with friends. Was disppointed with the service provided by both Domino’s pizza Domino’s Pizza and food panda foodpanda. Have previously saw complaints on food panda but have been using their services for quite some time but was still acceptable until the incident yesterday.
Ordered pizzas from Domino’s pizza which the outlet was just 9 mins walk away from my house. We ordered the pizzas via food panda app at 6:23pm. Food panda also mentioned that delivery is fulfilled by the restaurant’s own delivery fleet. Thus, the food panda app is not able to provide any updates on the status of the delivery.
At 7:34pm, an hour later after the order has been placed, the status on food panda app was still “order is being prepared” and when we wanted to check on the status the foodpanda app indicates to call the restaurant directly. We waited on the call for close to 30 mins and no customer service was available to pick up and reach out to us to update on the status of the delivery. We were just left with the choice to wait until it come.
So we decided to try to reach out to the customer service agent on food panda app. Instead of providing us with better assistance we were faced with ridiculous and bad service. The agent just told us that he also can’t reach out to Domino’s pizza outlet told us to just wait and what was worst is that when we request if we could ask for cancellation on the order the answer given was we can cancel but I don’t entitle a refund?! May i ask if so how is that a cancellation? I am literally paying for a cancelled order which I have no idea whether the order will reach me or not at that point in time. What logic is that? Then instead of giving better options the agent just keep telling to contact Domino’s pizza which we were already holding on the line. Worst of all is that the agent just close the case just like that?! This is such a horrible experience. We were just left to be hungry and wait for the food as we can’t even cancel the order and order from another restaurant which may then fulfil the order at a faster pace.
Domino’s pizza should have close off their delivery with other food delivery platforms if they are overwhelmed with order or short of manpower. Saw from Domino’s pizza they have a 30 min delivery guarantee. How is this delivery guaranteed in this case cause the delivery fleet is the restaurant’s while the order is placed with FoodPanda? So whose fault is it?
