Update: Foodpanda says they have refunded the woman in full.
A woman wants to know where her S$50 worth of groceries has gone.
Foodpanda customer Nur Amira Binti Mohamed Noor bought a slew of groceries through the app recently but they never arrived at her doorstep. Correspondences with the company only left her more frustrated and without a refund, leading her to resort to the police.
“Finally made a police report because I’ve been contacting @foodpandasg via the app as well as through email since morning, the only reply is sorry that they’ve tried [their] best and there’s nothing they could do to compensate for my $50 order which never [arrived],” she wrote online.
The woman went public about the matter last night, saying that she was told to retrieve her purchase at a “non-existent unit.” The delivery person had apparently left the groceries outside a home with a white table and an umbrella hanging outside its front door, which was “completely different” from the exterior of Nur Amira’s home, she claimed.
Neither Nur Amira nor Foodpanda immediately responded to online requests for comment.
The buyer had been contacting the company since yesterday morning before going to the police at about 9pm, she said.
Screenshots of text messages shared by Nur Amira stated that Foodpanda was not able to process a refund because a wrong address was given – something Nur Amira denied doing.
The company also apologized for not being able to refund her purchase, even after reviewing her case and having “seriously considered from all possible angles.”
“Your case was reviewed once again by our team of specialists, we will forward your feedback for service and quality improvements and we do apologize as we are not able to get back to your end in such short notice,” a Foodpanda staff member said.
After this story was published, Nur Amira told Coconuts that Foodpanda gave her a full refund at nearly 1am after informing the company about her police report.
“Yes I did receive my refund after I stated in my email that I’ve made a police report and screenshot all the conversations I had with all of [Foodpanda] help center. I will use it as evidence against them,” she wrote.
Foodpanda later released a statement confirming this and apologized to Nur Amira.
“We apologise that Ms Nur Amira did not receive her pandamart order. We have reached out to her to offer a full refund and a compensation voucher,” it said.
Editor’s note: This story has been updated with a statement from Nur Amira and Foodpanda.
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