Foodpanda Hong Kong Avis 

Poor delivery. I ordered 17 boxes of pizza and came only 9.. Soooooooooooooooooooooooooooo amazing unorganized delivery business..

I would give 0 star if I could.

Had a gathering on Sunday for 14 people, so I pre-ordered 2 days in advance, to be delivered on Sunday 6:30-6:45 pm.

By 7:30pm, it was still searching for a rider to pick up my order. Started a chat with Customer Service to clarify on the issue, as not only was it 1 hr late, it was also not being picked by anyone.

Customer service used their usual jargons and offered a $20 coupon. Wow thank you. My guests were starving and your coupon isnt helping. How about taking some actions to find some riders to pick up the order asap?

After a few mins, the customer service officer cancelled the order.

Terrible experience.

I would not recommend ordering from this company. They have the worst customer service. We canceled an order as they wouldn't make a change, and the service was taking forever. The restaurant never accepted the order. Under their terms and conditions, refunds are granted if an order wasn't accepted, as indicated on our order status. However, they still didn't want to refund us, so they took our 170HKD and gave us a 20HKD voucher, thinking this was good customer service. I went to the restaurant the following day, and they were appointed. They said that Food Panda had never called them. Stated they can't refund due to company policies, but company policies clearly state refunds are granted in this scenario. Unbelievably, they'd rather scam a consumer than do what's right. I am shocked, as this has never happened with any food app globally other than Food Panda.

If I could give them no stars I would.

Yesterday they cancelled an order and claimed the restuarant was too busy. So I called them and ordered for collection instead.

But today they surpassed themselves, after an hour waiting for a delivery it never arrived, and they showed me a picture of someone else's front door as proof of delivery. I sent them a picture of mine to show it was not the same, and asked for re-delivery as we were hungry. They then claimed the restaurant was now closed (it was open for another 40 minutes) and instead refunded the order. So our evening is ruined - thanks! Last time we use them.

One of the worst delivery company ever exploiting customers and riders.

I don’t know why Foodpanda can still manage to survive with such poor service. Their so-called CS is non-existent, their delivery is 100% wrong every time, and the best they can do is offer $10 as cover-up compensation as if that would settle everything and customers would be happy. I just don’t think this company will or should last.

Absolutely appalling experience with Foodpanda HK! Three days in a row, their inept staff failed to deliver competent service. Vouchers offered as compensation were useless, exclusively available for local residents, rendering them worthless for tourists and foreigners. Unacceptable! Their customer support is non-existent, and their carelessness has left a sour taste. Unreliable, uncooperative, and unforgivably poor service - avoid Foodpanda HK at all costs! One star is even too generous for this disappointing platform.

Update (18 June) - since I am still stuck with Panda Pro, I decided to give it another try today and placed another grocery order, the same thing happened again, half of my order were not delivered.

I knew I cannot get refund for Panda Pro, but I subscribed for a service, if the service cannot be fulfilled, I should entitled a refund anyway. But they just pasted robotic reply saying how they value feedback and will do nothing.

PLEASE I HOPE YOU ALL CAN AVOID MAKING THE SAME MISTAKE I DID AND NOT TO BE SCAMMED BY THIS COMPANY.

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26 May- Most of their delivery staff (drivers) are polite and decent. All is well with foodpanda until one day something went wrong with your order. Be prepared to repeat yourself multiple times on a live chat and still have the info wrong, and still not receiving what you originally ordered. After wasting your time, there are many ways they could still handle the situation but no, they will try to force you a credit refund with a time limit, essentially pressuring you to spend more money with them. (Remember there is a minimum order value and delivery cost)

While they eventually refunded me in my original payment form, they acted as if they were doing me a huge favor. It's important to remember that I never received the items I paid for, so a refund is simply the bare minimum.

But I don't want any extra benefits or vouchers; I just want to provide feedback as a Panda Pro subscriber who is unfortunately stuck with them for a few more months. And yet I was told they have no managers, threw a $15 voucher at me, which I didn't even want, just to shut me up. There are clearly TONS OF managers on LinkedIn with foodpanda, so I guess they just don't care.

Mind you, the main purpose of delivery services is to offer convenience. If I were solely motivated by price or vouchers, I wouldn't have used your service in the first place, as the products are generally marked up. Therefore, I know I am paying for the convenience that your service promised. However, when you inconvenience me significantly, forcing me to go to the store myself after ordering with you and not receiving the items, it renders your service pointless.

Chatbot customer service. I was called about missing order, wanted to cancel order, confirmed that the order was cancelled, ordered breakfast from another restaurant. 20 minutes later, get another call, I confirm again the order is cancelled. 10 minutes later, order is delivered. Went to customer service, and response was that the order can't be cancelled but that they will improve their customer service (as opposed to recognizing that my issue was about the fact that I was already told via phone the order was cancelled). Then I was told that the customer service said I would self cancel the order but didnt. When I pointed out that self cancel button isnt supported by the app, I was told that the food cant be cancelled now because its arrived. Customer service by Kay.

Very disappointed by the customer service. They are not able to quickly follow issues with riders.

didn't receive food and was still charged. Customer service not helpful and very rude

The order was delayed due to their mishandling and the CS staff would just hang up on you after calling you to inform they’re being late - there was no apology! Then the CS staff in the chat box would also end the chat as they wish without dealing with the problem.

WORST COMPAY EVER. THEY STEAL YOURMONEY. THEY WILL NOT CARE IF YOU EVER GET YOUR DELIVERY OR NOT. AND WILL NOT RESPOND, REFUND, DELIVER OR ANYTHING. IT IS RUN BY SCAMMERS

Foodpanda has a way to accept zero responsibility for its failures. Today an order was accepted but the delivery time kept delaying for over an hour. The food was already prepared by the restaurant but there was no rider willing to pick up. In the end we picked up the food ourselves and there was no way to cancel the order nor even contact Foodpanda. Customer service is worse than a joke: it is non-existent!

Delivery got cancelled unilaterally from the deliverer, and I got charged $132 for the food. I never received the order and they refused to refund the money.

can’t cancel order!! We ordered chicken and after the order and we paid money but then it says there’s no chicken. BUT WE CANT CANCLE 🙄🙄 NOW I WASTED MY MONEY

I had 3 in a row of the the worst customer service experiences I have ever had with any company.

I am (or was) a PandaPro member. Signed up 3 months ago for a 1-year membership.

Last night, they messed up my delivery. When I contacted CS (which itself was incredibly difficult — they really make it hard for you to contact them directly), they promised a later delivery time, and then cancelled my order altogether. That’s fine, it was late.

Today, I noticed that my PandaPro membership was gone. I asked Customer Service about it, and they told me that it had been removed. When I asked about it, they told me that they would refund me for the unpaid portion. However, I did not ask for a cancellation.

I will be warning everybody I know about this company. Poor integrity, poor service. They do everything possible to lose customers.

I made an order with McDs through FoodPanda HK and paid for two sweet creams on the side.

My order came but I was missing the two sweet creams so I presume the staff forgot about it. I immediately contact FoodPanda through the help center but they denied a refund.

The conversation was such a horrible experience. There was NO explanation given except for the fact that they "thoroughly reviewed the case". I had actual items missing from my order that I PAID FOR... Why would you deny a refund??? What did you even "review"? You can get someone to physically investigate, look through the cameras at the restaurant, ask the staff who prepared the order, tell the restaurant to re-deliver it to me or whatever you want to confirm the incident’s trueness. But denying me a refund straight off the bat and saying you can’t help any further is unacceptable. "Reflecting internally to improve" on your part does not help me because you just tried to solve the problem in the worst way possible. This is what causes your clients to distrust this platform.

Food never delivered.! Ordered some food for dinner and the app said food delivered. But no food was delivered. Asked for help on the app. They asked me to double check my address, which was correct. Told me the food is left outside my door. I don't know who's door? Never received my delivery nor any refund! What a scam !

Ordered food at 6:30pm. Food was delivered at 7:30pm - but unfortunately to someone else. So I contacted the help desk and complained. As expected - total lack of interest to help, it's none of their business, the delivery guy has dropped off the food and even made a photo. Asked them to show the photo as evidence - they refused. They say they can't help me, it's my problem. Basically they claim that I'm cheating.
More complaints - then someone calls and finally agrees to make a re-delivery. By 9pm still no food, no refund, no apology, no nothing. Almost 3 hours !!
Essentially, this is like an online scam - they take your money and don't deliver anything, but insist you have received it. this company needs to be shut down !