Foodpanda Hong Kong Reviews 

Use Deliveroo or any other service. Forget about Foodpanda. Either they are always late, or last straw for me was when they sent the food to the wrong address and charged me for it anyway! They didn't offer to re-deliver, they just cancelled the order.

The website clearly says that if FOODPANDA cancels the order, the customer will be fully refunded. Well this simply wasn't the case. I probably spoke to nearly 10 different customer service reps requesting a full refund, and they kept giving me the standard "sorry you've had a bad experience..". In the end, I did not get a refund, not even a courtesy voucher, as I suspect they knew I would give up (which I did).

Even though Deliveroo has higher delivery fees, i will NEVER use FoodPanda again. I don't expect Foodpanda to last long given the terrible and dishonest service they are running.

Absolutely terrible. I cannot imagine how the employees of this company sleep peacefully at night, after consistently pissing their customers off.

They've got it wrong when it comes to:
* the riders: there don't seem to be enough riders available
* communicating with the end user: placed an order, said estimated delivery time was 60 mins, called the restaurant 70 mins later and they said they hadn't even received the order
* data freshness: some restaurants show up as available for delivery, even when they're closed (had one restaurant that was permanently closed still listed in the UI)
* poor estimation of delivery time: always off by more than 70-80%
* horrendous UX: a cocktail of all the above == horrendous UX and a lot of cheesed off customers

Think I found the perfect hashtag:

#shitpanda

I have my ordered placed at 19:10. The app advised me the delivery time would be at 20:10, which is acceptable.
Called the restaurant twice, and just got feedback the driver has just picked up the food and would be arriving in short.
I really cannot believe the process of placing an order to delivery needed for two hours time.

It takes so much time to just deliver two items
I have waited for nearly an hour but my items weren’t even prepared yet! This is extremely unacceptable

Foodpanda Hong Kong: Orders have always been either late or delivered with missing items. Foodpanda Hong Kong's "Happiness Team" emailed me and informed a voucher had been credited into my account. "Oh, that's nice" i thought until i decided to redeem it - yes, a voucher was sitting in my account but without a code number and no code means no redeeming! Tried Live Chat - NO ONE from the Support team could help. Tried to redeem it today again (as it was due to expire) and i was informed by Live Chat, "It's invalid as it has expired!" No mention of my many attempts reaching out to Live Chat nor that no one had stepped forward with a solution. Told them to keep the voucher and requested my account be deleted permanently from their database. I'm placing all orders now with Deliveroo and Honestbee. They at the very least do not mess you about with FAKE vouchers.

Always so late. Apparently they didn't have enough drivers so the restaurant never received the order. This is crazy! Order estimate was 45 mins and when we contacted customer service, the estimated delivery time was over 2 hours later! The only good thing is that they let us cancel.

I have to agree with the general consensus here. I am very close to just deleting the app. At least 3 times in the last 12 months I have had a significant incident such as food not arriving or very late or being overcharged. These things also often happen with competitors, but the difference is the way it is handled. Foodpanda’s poor customer service suggests that they really do not understand that keeping customers happy is important. I expect food to be late occasionally, just let me know and make sure it is an exception rather than the rule. I also expect errors in food orders by restaurants sometimes, but handle it professionally and offer small compensation or a refund if that is the sensible thing to do.

My latest incident was being overcharged by foodpanda. A restaurant was advertised as ‘free delivery’ (I have a screen shot) but I was charged $20 for delivery. CS acknowledged the mistake but just said sorry and apologised for the inconvenience rather than understanding that they have an obligation to process a refund or give a $20 voucher to keep the customer happy.

They said it would be escalated to management for resolution and then hung up the chat. I am not hopeful of a refund.

Foodpanda need to realise that we don’t expect perfect service 100% of the time, but food should be delivered on time most of the time and when mishaps occur, deal with them simply and professionally.

For example, deliveroo manages late deliveries with multiple updates and automated apologies and it is rare that food is late.

Ah well. I will wait and see whether I should carry on using foodpanda.

Food panda getting bad to worse. Last two orders delayed and different reasons. Their chat assistants always come up with innovative answers to explain delay. Cancellation policy heavily loaded I. There favor as they do not refund after a certain point

My order was cancelled after 40 minutes (it went from 30 mins ETA to 60 mins after I ordered). The customer service said since I paid with Apple Pay I shouldn’t be charged and “don’t worry”, but my VISA card already sent me a notification that it was charged. It’s the first time I used this app and I don’t think I will ever use it again.

This is the worst food delivery service and I've tried different delivery services across five countries. When they say an estimated delivery time of 45 minutes they really mean 1.5+ hours. This has happened 5-6 times with my orders and customer service is completely unhelpful and just keeps saying your order is on its way. Once my food even arrived completely crushed.

I was order few days back by using there aap but they did not deliver my food and deduct my payment. I never recommend to anyone to use their services.

Absolute joke of a service - have used them 3 times in my first couple of weeks in HK. They accept the orders and then 10 minutes later send you a message without fail saying it is going to be late. If you try their chat service, they say they do not have enough drivers. Literally that is the service! Your job is to provide drivers to deliver. Also, the timer is ridiculous - will change every 2 minutes by about 20 minutes. It is clear from the chats that it is just a made up number and not actually relevant to anything. I shall not be using them ever again.

They're are a giant freaking scam. I ordered Burger King using them at approximately 7PM when there's less of a rush hour for them and more riders are available, it said food would arrive in "35 minutes" but instead the food arrives at 9:00PM. 2 HOURS LATE!! FREAKING 2 HOURS!!!, when the rider arrived, he just made an angry face and threw the food at me and left under a second.
when i checked my food, the FRIES were nearly gone. Burger King always fills the fries bag but instead there were at max 7-8 Fries!! The rider clearly ate my food on the way. This put me off as the riders hands were probably all over my food and it just made me nauseous, i ended up throwing the food in the bin and uninstalled this horrible app. They lure customers with their "free delivery"
I would advise people to stay away from them.

Very bad service no one should select specially spice 8 restaurant

not answering to the phone and not delivring on time. very disapointed so far.

An item was missing from our order, so we contacted FoodPanda by live chat. We opted for a redelivery as we were very hungry (as opposed to a refund for the missing item), but they kept saying they couldn't contact the restaurant so they can only offer a refund. I called up the restaurant directly (who picked up right away) and restaurant staff told me they made sure they packed TWO noodles before handing the order to the driver, and told me that no one from FoodPanda has attempted to contact them.
Somehow, from the time the driver picked up our order to the time it arrived, a bowl of noodles magically disappeared. Not only that, FoodPanda staff lied about contacting the restaurant for the re-delivery. For some reason they would rather issue a refund than arrange a re-delivery (more cost involved?).
Further, after asking multiple times to speak with a manager, they finally told me a manager would call me within one business day. Big surprise - no one contacted me.
When rider's are taking customers' food and when customer service doesn't give a damn - that's when you lose my business. Based on this (and not the MANY times I've waited 2 hours for my food to arrive) I will NEVER use FoodPanda again. App uninstalled, email request to delete my account and all my personal info sent - BYE.

Probably one of the worst food delivery company in Hong Kong. Do not trust the ETAs provided by them, after you place your order thinking you will receive the food in 40-50min, they will send a text message saying your order is delayed and when you try to cancel it, they will say “sorry for the inconvenience caused but you can’t cancel the order”. And you will end up waiting 1.5-2hours for the food to arrive. If you write in to complain, they might just offer you a pathetic HKD20 as compensation. I would give them an extra HKD20 to just deliver the food on time! Ridiculous food delivery company and the worst and most unhelpful customer service. The only thing they have going for them is the wide selection of restaurants. But don’t count on them if you are planning to eat your meal at a certain time. You will prob end up saving the food for the next meal.

Ordered at 6pm told would arrive at 6.35pm. At 6.35pm received email from FoodPanda saying order now cancelled as restaurant closing!!! absolute clowns stay away from these idiots!

Placed an order at a pizza restaurant and driver brought only a single slice of pizza! Missing most of the order! What was he thinking?!? The restaurant couldn't do any thing to resolve because they could not get through to foodpanda by phone. I tried live chat but was 20 in the queue and took 40 mins to get help. Replies on chat took many many minutes each. The app doesn't show time stamps... So convenient for them!
Terrible service. Never again.

Poor service. Very very very late delivery. Contacting customer service is pointless. You are effectively told "tough luck that your food order is so delayed and even though it's not been prepared you cannot cancel and we will charge your card regardless". Try another delivery service instead.