Imagine ordering any kind of food and one main part of the dish is missing. Like duck rice without the duck, nasi lemak without the nasi, mee siam… without the hum?
Just kidding, the last one doesn’t make any sense.
But when your chicken rice is missing the roasted chicken, you’re bound to be hangry. Very hangry (which means hungry plus angry, by the way).
Only Sent Vegetables and Rice
The man had taken to Facebook on the same day to voice his unpleasant experience with foodpanda after ordering chicken rice for dinner.
He had ordered four portions of rice, one portion of oyster sauce vegetable and one roasted chicken from Kim Kee Hainanese Chicken Rice at Boon Lay Gardens.
The man reached out to foodpanda’s customer support as the shop had run out of roasted chicken, and was already preparing the rice and vegetables.
Only his order of chicken was cancelled and was to be refunded.
Could Not Request Full Refund
The man was, of course, angry about his incomplete meal that had to be paid for. In his Facebook post, he likened it to eating only the buns and vegetables at McDonald’s.
The screenshots of his conversation showed him arguing with the customer support for a refund. However, they denied his request as the rice and vegetables had already been prepared.
They did mention that they were able to cancel his entire order, but he would not be able to receive a refund for it.
Many in the comments were also quick to point out that there were options the man could have chosen to cancel the entire order in the case where one item was not available, according to AsiaOne. This would have resolved his main gripe.
Foodpanda’s Response
As reported by Mothership, the food delivery company confirmed that they do not cancel orders on behalf of the customer should one item be unavailable.
Like a few netizens mentioned, the app is designed to be able to allow customers to choose how the order will proceed if one item is out of stock.
At checkout, customers can choose to remove unavailable items from the order, cancel the entire order, or have the restaurant call them to arrange for a replacement.
It is most likely that the man’s options were set to the first one, and thus the rice and vegetables were still prepared.
Foodpanda said that it has refunded the man for the chicken only.
“We know this has been an unpleasant experience for Mr Kumar, and we have refunded him for the unavailable item, consistent with our process. We hope this is a satisfactory resolution for Mr Kumar.”
This isn’t the first time (or the last) that food delivery gets messed up. Read how his poor woman waited for hours for drinks that never arrived.
Feature Image: bonchan / Shutterstock.com
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