Long delivery times, confusing customer service, and alleged sexual harassment; these are just some of the complaints against the popular food delivery platform Foodpanda.
Some have speculated that their supposed incompetence stems from the fact that they employ actual pandas, who aren’t adept at riding bikes or appeasing customers through text message.
Now, yet another customer has a bone to pick with the the food delivery service, only this time, it involves Shopee as well.
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Customer Allegedly Shortchanged By Foodpanda After Order Made With Shopee Voucher Went Wrong
A Foodpanda customer has taken to Reddit to warn netizens about purchasing Foodpanda vouchers on e-commerce platforms after allegedly being shortchanged.
The irate customer detailed the incident in a post on the forum website on Saturday (5 September).
The customer, u/yunnnn, said he bought a Foodpanda voucher from Shopee that expires in Dec 2020.
As he explained, some online shopping platforms sell vouchers which are similar to gift cards. Shoppers pay money for them either at net price or a discounted price and can then use the said voucher at the stores listed on the voucher.
In July this year, u/yunnnn made an order through Foodpanda and used the Shopee voucher he had purchased earlier, paying the remaining $12.39 with a credit card.
However, when his order arrived, he discovered that some items amounting to $17 were missing.
The issue seems simple enough to resolve, right? All Foodpanda had to do was simply refund the $17. What could go wrong?
According to u/yunnnn, Foodpanda said they’d provide a refund to the “original method of payment”, but only transferred $12 out of the missing $17.
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After four days of communications with the platform, Foodpanda refunded another $0.39 and issued a $6 voucher as a “gesture of goodwill” for the inconvenience and not as part of the refund the customer was due.
The $6 voucher Foodpanda issued had an expiry date of 30 August 2020, while his old Shopee voucher expires in Dec 2020.
“At that point, I couldn’t be bothered to deal with them further and figured I’ll probably get around to using the voucher with the shorter expiry date”, the customer said.
However, u/yunnnn didn’t get a chance to use the voucher and asked for an extension on 1 Sep 2020, but Foodpanda refused, saying its system doesn’t allow them to do that.
Frustrating Customer Service
The customer noted that while many netizens have complained about Foodpanda’s “incompetent” customer service, his exchange with one manager “takes the cake”.
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According to u/yunnnn, the manager tried to defend her company’s response to his complaint, saying that their “goodwill” voucher was a fair refund because he had used a voucher to pay for his order.
Questioning the supposed “fairness” of the refund, u/yunnnn pointed out that his original Shopee voucher expires in Dec 2020, while the new one expires in Aug 2020.
The customer said he was merely asking for an extension, as he felt he had been “shortchanged” by the company.
In response, the manager allegedly said this:
I would like to bring this to your consideration that the voucher you used was a voucher issued by shopee and the we issued foodpanda voucher. Every firm have their own terms and conditions for the vouchers and I believe there is way we must compare a shopee voucher with the foodpanda voucher.
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I would like you to reconsider the fact that the expiry date was informed. It would have been better for you to say that foodpanda is thief and that we are unfair if we kept you from the details but everything was well-informed.
This can go on for the next another month but I hate to say we’ll still be there where we started from that is we are unable to replace this voucher. Deepest apologies again for your unsavoury experience. We strive to give you sweeter memories with us in the future.
She also allegedly implored u/yunnnn to see it from Foodpanda’s perspective, because they “care so much about customer satisfaction and service recovery.”
Netizen Reactions
One commenter reported a similarly frustrating exchange with Foodpanda’s customer service after he too encountered the same issue.
Another felt that the refund offered by Foodpanda wasn’t too bad.
So who was in the wrong here? Tune in to next week’s episode of Food Delivery Nightmares to find out!
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We have reached out to Foodpanda for comments and will update this article when they respond.
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