Let me tell you, my FoodPanda experience really made me pek chek until cannot tahan already.
This is not just one unlucky case, but after reading all the reviews online, I realise a lot of people in Singapore also kena the same thing.
Let me share my story, show you the actual chat screenshots, and then break down just how bad FoodPanda customer service is right now.
My FoodPanda Saga: 30 Cents Refund for Missing Drink
So I ordered Jolliebee Value for Two Meal, supposed to come with Fuze Tea Ice Lemon Tea.
When my food came, the drink was missing. I go to FoodPanda live chat, thinking their customer service can help me settle fast.
But wah, the drama just started.
First agent, James, check and confirm my drink missing.
He said, “Sorry, we processed a refund of 30 cents to your card.” Thirty cents leh! I paid to upsize the drink, and now the refund for the whole missing drink is only 30 cents. I ask how they calculate, he just say “system auto one, cannot change.”
I ask again, he repeat the same thing, say will escalate to his senior.
Next, Emily come in, also just follow script. She say cannot do anything, cannot make exception, and end the chat.
I try again with Jimmy, he also same pattern, only can say “system generated,” then disappear after I ask what if the drink not upsized, does it mean customer get zero refund?
No answer, just leave me hanging.
You see the screenshots, every reply is just template, template, template. Nobody really bother to help, just want to close case and move on.
FoodPanda Hotline Number, Live Chat, and Customer Service
Let me be upfront: FoodPanda hotline number?
Don’t have. No such thing. You can search high and low, but you will only find their “Help Centre” in the app or website.
If you try to look for a FoodPanda customer service phone number, you will end up frustrated.
Even their FAQ and contact pages will just push you to use the FoodPanda live chat or submit a form.
The only way to get help is through the FoodPanda live chat in the app.
But based on my experience and all the reviews, the live chat is just a waste of time.
The agents only know how to copy and paste, and if you ask something out of the script, they will just end the chat or say “system cannot change.” Hotline support?
Don’t have.
Email support? Good luck waiting for a reply.
The Numbers Don’t Lie: 1-Star Reviews and Refund Complaints
After my own experience, I went to read online reviews. Wah, really next league one. Champions League.
- FoodPanda Singapore Google reviews now at 2.7 stars, 3,553 reviews. Most are 1 star. Out of these, 128 reviews mention “refund” directly, but actually many more are about missing items or wrong orders.
- On PissedConsumer, 1,573 reviews, 90% negative, top complaint is refund.
- Just scroll the reviews, you see people complain about missing food, wrong order, and then only get back a small part of what they paid, or sometimes nothing at all.
Real Reviews from Other Singaporeans
- “Negative stars if that’s possible. Foodpanda has the worst customer service, all their agents might as well be bots since they just copy and paste the same template and will simply end the help chat on you once they come to the end of their templated script. They will do literally NOTHING to assist you and will only say ‘we are unable to make changes to the system’. Have deleted my account and the app and highly discourage anyone else to use Foodpanda. For your own sanity, please use Grabfood and Deliveroo where the customer service is MUCH BETTER.”
- “You don’t get what you ordered and then they don’t even give your refund.”
- “Ordered food and delivered food are totally different. Reported to the CS and the agent actually informed me that the refund is based on system? E.g. I paid $20 for the order and the order came incorrect. Shouldn’t I be entitled for the $20 refund?”
- “If there’s an option to rate 0 star, I would have chose that. Orders are not being processed. I’ve several delivery personnel accepting my orders and just to cancel it upon arriving MCD. Waited for 2 hours just so I could eat.”
Some even say if you ask for too many refunds, they will just block you from getting any more, even if it’s not your fault.
Why So Many People Angry?
- Customer service only know how to copy and paste, keep saying “system generated, cannot change,” then end chat.
- Refund amount always way below the value of the missing item.
- No proper hotline, no email, only live chat and most of the time they just close the case.
- Sometimes FoodPanda blame the shop, shop blame FoodPanda, end up customer stuck in the middle, no solution.
My Honest Advice
If you want to order from FoodPanda, just be ready to fight for your refund, and even then, don’t expect to get back what you paid.
The system is so broken, it’s almost like they dare you to complain. After reading all these reviews, I know I’m not alone, and honestly, I’m done with FoodPanda.
Next time just use Grab or Deliveroo, at least their customer service still got human touch.
FoodPanda, if you see this, please lah, fix your system and stop treating your customers like idiots. Thirty cents for a missing drink?
Really cannot make it. And please, just be honest. The Live Chat is really cannot make it.
Your customer service now is just a joke.