foodpanda - Food Delivery
reviews and complaints

This app/website/service has an equivalent in virtually every developed country. I have never seen this service so poorly executed. Delivery times are almost always off - often by as much as 3 hours. Food panda will consistently be wrong about menu items. They both leave off much of restaurants menus but they will also list many items that are not available. Further more they will list many restaurants as closed that are open. If you leave notifications on in the app you will constantly get notifications suggesting items from nearby restaurants for lunch or dinner - but they have never been food. They always suggest items from the drinks menu: water, sprite, etc… Their customer service is usually fairly prompt to answer the phone with a person but they are rarely competent or helpful. Yes, it offers a service that allows you to forgo calling a restaurant yourself but more often than not you will end up spending more time talking to a food panda customer service rep than you would the
restaurant.

Terrible customer service by foodpanda (Subway order).
Ordered two foot longs. Got two 6-inches. I had 4 people waiting to eat. Called both rider and subway, for wrong order. They said contact food panda. There is no food panda contact number. Had to spend 10 minutes in order to start a chat with food panda agent on app. Gave him explanation and picture proof of wrong order. He says he’ll see to it, then ends chat and there were no updates for 30 minutes.
Whole time 4 people are waiting hungry.
Started another chat with foodpanda agent. Gave picture proof and explanation again.
He takes 10 minutes to figure out whats going on. As a “generous” offer, he gives me a refund for less than half of the order in form of a voucher (so I have to order again from this trash app).
When I ordered again, I had to pay rs400 extra even after using the voucher (tax, “service”, delivery charges).

2.5 hours later, 4 people finally have something to eat with 2x delivery, tax and service fee charges.
Their mistake, we pay!
Terrible refund policy.

First of all, the app is saying that certain restaurants do not deliver to my address but when I change the street number to two blocks away suddenly the restaurants become available. Second issue is, after adding the items to the cart and want to checkout, the app is saying that the items are no longer available (my guess is they are to busy at that time and can’t deliver, but I don’t understand why they wouldn’t just say that). After 20-30 minutes, when I try again, I’m able to checkout and place the order (they might have some free spots available). After all of this hustle, I’m just happy that I’ve managed to place the order but to my surprise, sometimes, the order gets canceled when it’s close to arrival time. After talking to other users, it seems that they’ve stumbled upon these issues as well. I can get over the fact that they don’t have a group order, or that I need to walk two blocks from my address to pick up the order, or that I need to try multiple times to place the actual order, but the overall app experience and their delivery system is just bad.

Because of the quarantine I use Foodpanda several times. And I must thank those riders. Though sometimes the package got leaked or my soup ruined. I never complain. It s the time. But I got really mad this time. I ordered my food Foodpanda estimated its arrival about 45min later. Then I got called in an important meeting. My rider came early about just 20mins. I couldn’t leave. I asked him could he wait or if he could come back 20minutes later I will tip him nicely. Then the rider started blackmailing me and asked for the equal amount of money as my food. Right at that moment the dispatcher called to cancel my order. I asked the dispatcher was there any solution he offered nothing but to cancel my order which I have already paid. I lost my food the day and my money. Not to mention I was cut off by the dispatcher whose English I tried so hard to understand with patience and kindness. And when I contacted their Customer service, three times! And they never give you any solution. And blame it on you! Your blackmailing rider your useless unqualified dispatcher! And the trouble I have to starve for! Thank you food panda and wish you hell

Yes the service not the restaurant's fault! Ordered at 7:30pm.. Food arrived cold at 11:00pm! I called the restaurant directly to followup on that order around 8:30pm they said they gave it to the rider already at 8:20pm. So from that time between 8:20pm to 11:00pm what happened?! Did the rider black out or something?! The restaurant is around 15mins without traffic from my place And 30 mins to okay 45mins if heavy traffic. So no excuses! And yes, i did call the hotline, at 10pm, and they made me hold for around 10mins just to tell me that they would call me again because they had to reach the rider that was delivering my order. And NO! They didn't call again! And then i just gave up waiting for it. It arrived at 11pm, the food was very cold! Very bad service from foodpanda. and it is not the first time that i ordered through this app and even from that restaurant through this app. Previous times the food arrived at least an hour late tops or it was on time. This was the first time they didn't call either to verify the directions first before delivering so we assumed they understood the delivery instructions we placed. So disappointed!

So, the normal operations of the app are fine. However, trying to reset your password sends you to your email (you can't reset it in the app), which sends you to the webpage, where you get a password reset dialogue. No problem! Yet. Then, after you've seen the password dialogue for a moment, it disappears under an ad for the app. You know, those annoying "try our app" wallpapers that appear when you access a website on your phone? Thanks, but there is a REASON I am trying to access the website on my phone. You can click "go to website" but that takes you to the homepage, and you can't get back to the password dialogue. So, since you can't reset your password on your phone, you have to open your computer, go to email, click the link, then finally reset you password, then get your phone again, re-enter your new password and only THEN are you logged in. Of course, that means that you can only do it when you have a computer around, which kind of kills the point of mobile technology, and mobile technology is what the app is for! It also stinks when you have 20 people standing around asking why food panda isn't working and why the pizza will be late...

I read reviews that foodpanda is always late. Normally they r late because the restaurant side delayed the food preparation. I have tried to order from stores stating 30mins but 30mins become 45mins, 1 hour in few times. The 1 hr wait from 25mins at off peak liked 11am was the last straw. I never ordered from that restaurant anymore.

However I feel that the apps only show the real updated time of the whole delivery. On the real time tracking, they should also put the time order was placed. So we know the time has been changed (few times) to show the change in delivery timing. When I’m a new user, I keep on wondering why is it forever 30-35mins. But time had actually passed by.

Once I have also placed an order for something near, the driver took a big detour to elsewhere. Although stated as reach but he personally called me to inform that he will be late. I’m ok with this. Sometimes if on the way and only 5-10mins extra I can wait. Plus there’s communication from driver. At least I won’t be left hanging did he went wrong route?

Overall I only use foodpanda n their services r still not bad. Just that I don’t know how to read reviews left by myself n others. Not v user friendly apps.

One year I wrote a scathingly negative review of FoodPanda. Recently I started to use it again and am impressed with how much it has improved. Payment methods and order tracking has improved and works smoothly. Their delivery back end and overall management obviously works better now because orders almost always come on time. I’m giving them 4 stars, but I want to give them 4 and a half. Most people will probably give them 5, but there are some things I think she should add or improve:
[1] Address adding and deleting and selecting is still not working quite right. Weird stuff happens when I create an address from browser then try to use it in the app. You need to do some more detailed test cases. I’m not going to give you the test cases for you. Let me just say that there are definitely bugs.
[2] Note to driver is still a part of address. There should be an additional “note” that can be added for a single order, separate from the address. Like “oh hey bring change for 500” or “today you need to use this code on the gate”
[3] wishlist: real time approximate location of driver
[4] rating driver, rating single delivert, rating restaurant, rating a particular meal - one or all or a combination of those

Had an incredibly frustrating and disappointing experience with one of your customer service representatives.

The individual in question did not demonstrate the kind of service I had come to expect from your company. Despite my clear communication of the issue at hand, they did not show any effort to look into it properly or to find a solution that could satisfy my needs. Instead, I found myself stuck in a cycle of repetitive, seemingly automated responses that offered no real assistance or understanding of my problem.

My issue was simple: my item was delivered to the wrong address. I promptly provided a picture showing my unit, which was different from the one provided by the driver. Despite this clear discrepancy, I was informed by your representative that a refund could not be issued. This lack of flexibility and understanding is absolutely unacceptable and has left me feeling unheard and disregarded as a customer.

The lack of problem-solving skills and empathy demonstrated by your representative reflects poorly on your company. If such is the standard of customer service that your company offers, then it's truly disheartening. I am left with a strong impression that foodpanda customers are not valued or even respected.

Foodpanda is good till you face issues. I ended up paying twice and I requested for a refund.

1) Foodpanda asked me to check with Dominos
2) Dominos asked me to contact Foodpanda
3) Same thing repeats
4) Live chat option is pathetic. I ended up explaining entire issue from bottom up multiple times to new customer care agents as the chat times out and there are no alerts on the phone screen when the agent replies back to you. If you don't respond under 2 mins it goes inactive. You have to do this all over again.

There was no ticket number to refer back to. There is no process.

5) No agent from Foodpanda is prepared to take up ownership. When they finally agreed to take ownership, they promised to call me in 2 days. The call never came. I contacted them again. They asked me to wait for 5 mins. Then, chat went dead saying I've not been active. Now I have to explain the entire thing to another agent. Kuldeep didn't call me back. The guy before him promised me he would call back. His name was Sadanand or something.

Pathetic service. I don't recommend this app to anyone, especially ordering pizza with dominos. Directly contact Dominos.

I've wasted many hours on this issue. I just want my money back, which seems small compared to the time I've spent getting it back.

Dear FoodPanda, Thank you for copying and pasting over and over prewritten emails without even reading what your customers say. With extreme disappointment I have to say that I have been served with the poorest and the most embarrassing customer service ever possible. As a senior executive of a company that makes of customer experience their priority, you are proving to know nothing about your customers and so your business. The order was cancelled because of your mistakes and 2 days later you are still copying an pasting the same emails without even reading my messages or understanding what happened. This is simply unacceptable and unfortunately I don’t have any more time to waste with you. I am going to block this payment and do whatever I can to get my 200HKD back, not because of the small amount, but because it’s a matter of principle. I can promise you that you have lost me as a customer forever. Your business won’t suffer for it, don’t worry, but the way in which you serve your customers have been proven to be embarrassing and ridiculously wrong. Since you don’t read the feedback or requests from your customers you won’t probably understand or learn anything from here. What a shame… Congratulations FoodPanda, I can certainly say that you have given to me the worst customer experience in my 44 years! Good luck, G

They have gotten our orders wrong multiple times and didn’t reimburse us for items that were not delivered. I finally deleted the app after one of the drivers delivered an order to an address that I didn’t live at and called from his mobile demanding that I let him into the building without saying who he was or where he was from. Then he just left the food there. I told him it was the wrong address, but he just hung up on me. I spoke with customer service, and the guy suggested i go to the other address and pick it up myself. The other address was even further away from my house than the original restaurant and I had no access to it. So, not only did they not deliver the food to me, which is really what their service is supposed to be in the first place, they also refused to rectify the situation. They refused to deliver the food to me and refused reimburse me for it. They moved the food even further away from me than it originally was at the restaurant and then had the nerve to tell me to go and pick it up myself. Not only that, but the restaurant was then closed, so I couldn’t reorder the food. I have had countless issues with Food Panda getting my orders wrong also, or taking my money for an order and then saying the restaurant ran out of supplies and couldn’t make my food and they would reimburse me for it but didn’t. They have wasted countless hours of my time and a lot of my money. At the end of the day, I feel it’s better just to go get the food myself and not pay money for nothing my stress and headache.

Refused to delete my account after multiple requests.

Repeatedly changed their customer service protocols to provide less transparency and accountability. Including: discontinuing phone support; discontinuing chat support; discontinuing driver geolocation throughout the process; denying access to customer-service managers; replacing all customer service representatives with the most basic and useless FAQ that I’ve ever seen.

Customer-service representatives – when they existed – could take longer than Foodpanda’s notoriously slow deliveries to answer a single basic question.

Customer service representatives – when they existed – repeatedly lied about why deliveries that were late, blaming restaurants for Foodpanda’s own logistics failures, thus defaming the restaurant brands.

The Foodpanda app blatantly lies about the expected delivery time during the ordering process in order to secure sales. Then is chronically late. (A bait and switch.)

Deliveries are substantially later – in terms of both duration and frequency – than any of its competitors. (Or its algorithms are so broken, that they shouldn’t be in the tech industry to begin with.)

Rates being charged to restaurants (by the entire delivery industry) are obscene and unethical, especially during a crisis wherein restaurants are struggling to survive

Three deliveries are put on a single bike ensuring the last two are indelibly cold when delivered an hour later

Since Foodpanda refuses to offer anything close to customer service, they leave their poor, underpaid drivers as the frontline of defense against [rightfully] irate customers.

The insultingly piddly 30 baht vouchers that you think make up for thousands of baht of late, ruined food – caused by Foodpanda’s negligence – are insulting.

This app's high rating is surely gamed, as I know nobody in Bangkok who doesn't hate this service (with a bit of a monopoly). Thankfully, Line Man, Grab and some others are beginning to offer alternatives...

I have been using my card on foodpanda for 6 years, no problems, and all of a sudden they blocked it or somthing and all I get from customer service via their only portal for communication is rudeness and idiocy. Not a single person have I talked to has any IT ability or is able to resolve a simple issue.

My card/bank is NOT blocking transactions to foodpanda and is highly irritating.

Customer service keep telling me (5 times now) they will elevate the issue and get it sorted, never does.

Their so called resolution is to re log in, as if it was some cache issue. So stupid. Or, to try their website lol... What do they think I am using, a piece of string and a stereogram to place orders?

I recently made an order with Foodpanda. The order I received was incorrect which is not foodpanda’s fault And I do not blame them for this. I contacted their support team To try and get a re-delivery. I was told by one person that a redelivery would arrive in 30 to 45 minutes. After waiting this time and hearing nothing I contacted them again to which I was told there was no re-delivery made and that the restaurant I ordered from is now closing so all they can offer me as a refund. I waited 2 1/2 hours with no food and didn’t receive what I asked for. I believe it’s completely ridiculous that I was told that a redelivery would happen and apparently that staff member did not even submit the request. I’m actually curious if I will even receive my refund.

Ordered on a daily basis for months. Useful service and great deals. Just don’t order if you’re hungry or risk getting screwed over.

I’m based in Malaysia. Recently tried some new restaurants. Turn out to be a self fulfillment services (no indication in the app saying that). Delivery expected to arrive in 2 hours. Reach customer service and manage to cancel that.

Second encounter, there’s a promo from Dominos Pizza. 30mins later I got a cancelation notice “due to technical difficulties at the restaurant”. Reached out asking customer service why, same reason given in template. Told them it’s horrible to have restaurants doing this, another template reply. Told him “thank you for being uninterested”, got a reply “sorry you feel that way”. Chat terminated and my account banned.

Food panda used to deliver in my area (Somewhere in PJ) and even though they weren’t very timely with their deliveries, it was still convenient. I could order ahead of time and my meals would arrive by the time i’d want to eat. I would also excuse all the times when it was peak delivery and I couldn’t order anything because I felt that perhaps they didn’t have enough delivery drivers and ok lah I’d let that pass. But then, I opened my Food Panda app one day and no restaurants available to me at all! It’s been months now and I just tried again, you know, for fun, and still no deliveries available :( I don’t live very far away from major malls and eateries so I’m very disappointed that I can’t use this app any more. I have since moved on to Grab. Thank you Food Panda, it was nice knowing you.

My hanger is forcing me to write my first review to save others from expecting too much from this app.

It used to be so good before. And earlier, I tried to use it again (from Bangkok) and in the span of pretty much 3 hours, I’ve had two orders cancelled and one that is taking 1.5 hours to arrive?! After the 1st cancellation, the app said I could order within half an hour so I did. It said the food would arrive at 21:03. So I waited. At 21:04, no food, but an email that says that that my order has been cancelled. If you could send a notification instead of an email, would have been great. Third and last order I’m waiting for... ordered at 21:11. It is now 22:27. Still no food. I’m giving up. I’ve been dealing with this since 7.30pm.

I recommend everyone to go to ubereats if you suffer from hanger like I do.

Horrible customer service. Chat interface redirects you to an on demand call center in India, no matter what country you are currently in. They also do not notify you when an employee messages you back, which enables them to shirk the responsibility of your complaint when you don’t respond immediately, instead opting to close the chat and mark it as resolved. If you have a complaint involving missing food, good luck getting your money back, or really getting anyone on the line to care. When you do get someone on the line, they say because they are in India they can’t help with your case, and ask you to email the company instead, even though they are the recipients of your question? And Vivek kept calling me sir. I am a teenage girl with a very feminine name. Point is, if your chat interface doesn’t work, then just list the email option to communicate instead of wasting my time.

I’ve been using foodpanda lately a lot, There’s two major problems the first is the wrong orders, when you order something you get something else! I don’t know who’s fault it is foodpanda or the restaurants but overall very bad service.
The second problem is the delivery service, some delivery guys they tend not to bother to deliver the orders to the apartment they call for you to come pick it up outside the building, as they don’t want to waste time on delivering the next order.
Forgetting that this is the sole purpose of this app to deliver the food from the restaurants to your doorstep.

I don’t want to sound so negative, the service dose the job on delivering food but the wrong food and bad service! So if you’re hungry this app will get you food ASAP but don’t expect to get what you ordered nor to get it to your doorstep.
My overall technical rating is 1 star very bad service!

Unlike UberEATS, Foodpanda doesn’t warn you if you are not at the delivery address.

This makes it possible to accidentally send food to the wrong place if you’re used to always sending food to your default location (e.g., your home) and then once decide to order food while you’re at another location.

I tried contacting customer service when I realized what had happened but had to try multiple times and wait a long time for a response. Eventually I got routed to a service center in another country and got a long distance phone call from someone I could barely hear. I would have gladly paid an extra delivery fee to change the address, but he told me they can’t change the address and won’t refund my money, so I ended up paying for a bunch of food that I didn’t receive.

I can understand why they have this policy, but they should at least build a user experience that doesn’t allow this to happen.

Been using this app for years, but for some reason it seems to be getting worse. Using this app always causes to eat lunch at 3pm or dinner at 9 or 10 because it’s ALWAYS. SO. LATE. It has come to the point where the wait (and not to mention the extra money for delivery charge) is not worth it. Just now we ordered our lunch at 12, the app saying it would only take 45 minutes to get here. By the time it was 1pm, there was no update on the status of our order. Upon asking customer service they said there was nothing they could do to track it. Next thing I know I get a notification saying that the restaurant JUST THEN started to prepare our food, the time when it was supposed to be arriving. When I checked the status of the order on the app, the ETA had changed from 1pm to now 2pm. Ridiculous. By the time I’m done writing this review, our lunch has still not arrived. This will be our last order using Foodpanda.

Foodpanda is good but their refund is a scam ! I
Made three orders , but due to rain and rider unavailability they cancelled my orders AFTER debitting the money from my debit card , and promised to refund BUT it’s been more than 20 days , everytime I contact they lie and make false promises , same scripted lies “ it’s in process , department is taking concern seriously , u will get it soon , we have started reversal “ but it’s all lies , the bank has confirmed and checked many times and they have not even started reversal process from their side , foodpanda takes money within seconds but when it’s time to refund , their finance department is a fraud ! and on top even after multiple chats with support and email , they don’t do anything and keep stalling ,, I ask to get in touch with manager , they give excuses , no one calls their email support doesn’t reply to emails , FOODPANDA PK IS A FRAUD WHEN IT COMES TO REFUNDS ...

I waited for 2 hours in hoping my food would be just mins away. Just to find out my driver took 2 hours just to get to the restaurant and the restaurant closed on them. I dont understand when there estimated time of arrival to me was 10p but they barely got to the restaurant at 10:15 and surprised that the restaurant was closed. So with it being past the time of estimated arrival to me, all other restaurants were then also closed. So left with no other choice but to starve over night in hopes just to find food in the morning. I WOULD NEVER use this app again! I might as well just called the restaurant itself to have placed my order and paid more for delivery fee then to be left starving over night. I would not recommend this app unless you want the chances of being left starving at night. BTW I was being very nice that I placed my order at 8p to give them plenty of time to get my order to me. I’m very disappointed in the service of this app.

This is a SCAM. Please stay away from this service! My orders have been consistently late and the GPS never shows the real time location of the drivers. I put up with the mediocre service they provide, but just today they went too far. I always wait for the drivers 10 minutes before their eta because I had already heard stories about them leaving after only a couple of minutes so I decided not to risk it. However, today the driver picked up my food and on the app it appeared he did not even come close to my place. I waited in the yard where all drivers know where to hand the food. I saw drivers pulling over and handing the food but mine never came. He had the audacity to cancel and now I can't be refunded because he "tried" to reach me. The customer service is no better really. They don't listen to your concern and just repea the same sentences again and again. Pretty distasteful experience. The app is so laggy and doesnt even have in-app mesaage capabilities.