Foodpanda Hong Kong Avis 

BEWARE: A technical glitch in the Foodpanda app can add random items to your cart, and their customer support will refuse to help you, leaving you to pay for their mistake.

I was placing an order when the app glitched and added several items I did not select (pens, meat, paper towels) to my cart. Before I could react, the order was processed, and I was charged for these unwanted products. This was 100% a technical failure on Foodpanda's end.

I immediately contacted customer support, and what followed was an infuriating 20-minute ordeal. Here’s a summary:

They Don't Listen: I explained clearly and repeatedly that this was an app error. The support agents completely ignored this crucial fact.
Robotic, Scripted Responses: Both agents I spoke with (even after an "escalation" to a senior) just repeated the same line: "We can't make any changes once an order is placed." They were like talking to a broken record, completely unable to apply common sense to a situation caused by their own system's failure.
An Insulting 'Solution': Their only suggestion was for me to cancel the entire order and that it would be non-refundable. So, I should lose all my money and get no food because their app broke? It's an absurd and offensive suggestion.
Dismissive and Unprofessional: After refusing to help or understand the issue, the agent simply closed the chat on me. No resolution, no apology, no ownership of the problem.
This experience shows a complete lack of accountability from Foodpanda. If their system fails and costs you money, they will hide behind rigid policies and offer zero real support. I was forced to pay for items I never wanted due to their technical failure. I will be disputing the charge with my bank and will not be using this service again. Use with extreme caution.

If I could, I would give them a negative star.
I placed an order at 1:13pm on a rainy day, deliver timeline was shown as 1:55 to 14:15, I agreed and placed the order.
At 14:15 the timeline is update, so I try to contact them, and there is no way to reach their support for an ongoing order issue.
Somehow I managed to reach their support using the login issue help category.
This is the convo, I took screenshots, if possible I would attach those here.
Me: Hi, can you please cancel my ongoing order ?

Agent: Can you please tell us why you want to cancel this order?

Me: I have been waiting for over an hour and there is no way to contact you guys
Because it's over an hour and I am hungry
I will go buy my own food

Agent: I apologise for the issue you're facing today. We're still finding a rider near you.
There's a delay because we're still looking for a rider.
You'll get the order by 2:39
PM. You can also keep track of its progress in real-time via the order tracking page.
We're doing our best to speed up your order. Please bear with us for just a little while more.
Besides this, is there
anything else I can help you with today?

Me: I WANT TO CANCEL
I don't want you to deliver I can't wait any longer

Agent: automatically receive a compensation voucher. You can use it on your next order.
The On-Time Promise (OTP) voucher will be sent to eligible users within two (2) working days after the order is completed. OTP is not applicable when the order is cancelled.
As order arrival time is based on our system's record, different compensation amounts will be provided automatically according to different delay durations.
Besides this, is there
anything else I can help you with today?

Me: This is so rude

Agent: We appreciate your input, and I'll pass your feedback along to the internal team.
They'll take the necessary steps to improve our service in the future.

Me: I don't want compensation
I want to cancel
This is horrible, you don't care about the customers

Agent: We're unable to cancel the order.
You can expect it to arrive by 2:39 PM.
Besides this, is there
anything else I can help you with today?

Me: Over an hour, just allow me to cancel if you can't find a rider
I want to cancel
Cancel it now

I lost my shit and said this is effing rude and then the supervisor comes and promises to get it deliver by 2:38pm. And end the chat right away and issue a 28$ voucher to me.
Food arrives at 3pm (which was prepared at around 1:15pm)and it’s soaking wet, because the delivery guy was walking and delivering(not his fault, he is just doing his job)
And I pay for pandapro, I don’t know how this is justified, atleast let me cancel if you can’t find a rider.

Ordered. My order was picked up. Delivery guy walked round in circles. Went to find him. Walked around for 20 minutes until I found him under a bridge with my food. Meanwhile order cancelled due to rider issues. I grabbed my food and walked 20 minutes home an hour after my order had been picked up. The restaurant was actually closer to my address than the delivery person. Foodpanda has no help center or human being that helps or gives a sh*t so unfortunately that’s just what we have to put up with now if you use their service. So don’t use it. If you read this one star them on all review sites. About time this company was buried with the trash it is

I placed a grocery order through Foodpanda HK, but items worth $65—eggs and tofu—were missing from my delivery. I reported the issue, but Foodpanda refused to arrange a re-delivery, claiming they could not reach Wellcome Supermarket by phone. However, when I personally called the supermarket, my call was answered within seconds. Despite this, Foodpanda declined to attempt another call and refused to issue a refund. To make matters worse, their customer service abruptly ended the conversation.

Worse service ever. Delivery person n Customer Service, simply horrible. How do they stay in business? Disgusting.

Double charges, refuses to acknowledge the double charge, refuses to resolve. Customer service ends conversations abruptly if you complain too much. Actually ridiculous.

Some of the time is "ok"
.... but quite often with rotten fruits ...

Abusive driver, over 120 mins later and no accountability from CS. Someone should ban these clowns from HK and some of their drivers need to be trained in CS. Zero accountability.

Ordered at 11:38, food delivered at 1:15. Placed outside the doorstep, 0 explanation.

Asked for refund, got none, 0 accountability from FP. Done with these clowns, plus I had pro which no one should pay for given the experience.

I've never had a problem with food panda delivery to my office until today. I use the same, saved instructions each time. Today I paid a tip and extra for the direct service. The rider's attitude was terrible; he called me and refused to follow the directions provided when the order was submitted, insisting that *he* was in the correct location and that the instructions I use every time were wrong. The rider's attitude was so entitled and rude that I would not trust eating any food he delivers. Then I spoke with the FP representative, Alan. He refused to refund my order. I've used food panda for many years. Never again.

Food takes so long to arrive, don’t even bother placing an order at all

God awful company. Food takes 2 hours to arrive.

Maybe only 70-80% of orders arrive without issues, including wrong address (then you spend 20-30 mins with customer service and the food might eventually arrive 1-1.5 hours late) or smashed up food. It's disappointing when Foodpanda takes 30% of the order value, which is cash diverted from the restaurants that you want to support.

Terrible service, ordered food from store A after waiting 30 minutes the app said store A was closed. Ordered from Store B same franchise as Store, they phoned saying their app was wrong but still require me to purchase both. Shitty service rep only offered 10 hkd voucher.

Border-Criminal company run by director Ryan Lai (rhymes with Lie). They love to deliver cold food, which most of the time is left on the floor outside your door despite clear & explicit requests for calling or ringing the door so the food (sushi or pizza for example) isn't left under dangerous/unhygienic circumstances. While Mr. Lie is enjoying a Michelin 3-star course somewhere, your family will be eating cold food that was left to dirt and dust on the floor. Try to contact them and ask for full refund?? Good luck! They'll do it once or twice, but their "CS bots" will being to decline as they continue to make the same mistakes over and over. The solution is simple, fast and easy my friends, please learn: Contact your credit card/AliPay directly and request a payment chargeback providing chat screenshots and photo of the food. You'll get your money back in a few days no matter mr. Lie like it or not. AVOID LIKE PLAGUE, do not use FP in HK.

Rider stole my food and I lost over 200 hkd, food panda offers 45 hkd but the order was 257 hkd. Customer service agent even abruptly ends the chat while I am talking to them, very rude and bad. I wish they require restaurants to seal their bags, it’s better than nothing. But their customer service agents are quite bad this time.

Crazy horrible and unreasonable experience, their system was weird or had some problems causing the promotional code to automatically be unapplied when customer pays, which is total nonsense, and their customer service is totally useless then why bother to have customer service, they don’t care about customers at all and the customer representative would just close your conversation without offering any help, don’t ever order there anymore

When you order a pizza, you expect it to be hot. With this delivery, the guy claimed parking issues around our building so delayed. We knew parking was difficult, so it was true. However, eating a warm to cool pizza is no fun so not enjoyable at all (especially for shared )

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.