Fantuan Delivery - 饭团外卖

I have been using this service for many years and never had an issue until recently. I ordered from a restaurant that was 1 mile away. I ordered a soup dish and 2 rices. When the food came, the delivery driver told me the soup spilled all over and to throw the food away. He informed me that he will report it to customer service but i should also contact them regarding a refund. When i took the food to the garbage inside my home to dispose, the soup was spilling out of the bag and the rest of the food was not salvageable. I contacted customer service right away and requested a refund. I get a message from them saying the claim was closed and my refund was denied because their customer service was closed. I contact them again the next day regarding the refund and they will unwilling to provide me with a refund although i sent them pictures and the delivery person reporting it to them. They told me the best they could do is a $5 coupon for their app. When i reasoned with them that it is not right to make me pay for food that was spilled and unsalvageable, they told me that the best they could do is a $8 coupon for their app. So if anything happens or is wrong with your order, they will not refund your money and will only give you coupons to use on their app. They are ridiculous!! Please avoid and do not use this app!! I am deleting this app and will not use this app anymore. I urge you to delete this app and use other apps

TLDR: Use DoorDash, Uber eats, any other platform unless this is your only option. But lower your expectation because you won’t be treated with respect. We had a terrible experience with our first order placed with Fantuan and will never use it again. The delivery person called telling us he’d arrive after 10min but only 5min later when we are rushing to get to the lobby he called scolding us for keeping him wait. When we get the order one bubble tea was completely spilled in the bag and soaked all the other items. The delivery person was not apologetic at all and blamed the restaurant for the problem (which is nearly impossible that the restaurant handed him a spilled item upside down). This experience basically had ruined our whole night and we were left with no choice but go to trouble to place another order on another platform again. When we reached out to the customer service they only agree to reimburse for the item that was damaged, meaning they do not acknowledge any of the emotional impact that this incident caused us. We have used DoorDash and Uber eats for so many years now and this never happened once and it’s almost certain the platform, the company, the US team got a problem and fail to treat their customers properly. Side note: after downloading the app it claims to give you all sorts of coupons but it’s just a trick to lure you in - I tried placing the same order on DoorDash without any coupons and it gave me the same checkout amount.

The app was able to cover almost all the Chinese restaurants in the area. But, they force to charge you various extra fees. For example, if you would worded $30, there’s an additions charges the order will come out to be $45. There’s service fees, forced charge of tip at least 12%, delivery fee, and distance fees. Well, it’s ok to charge tip but at least provide good customer services. I got Covid, I’m didn’t feel well that’s why I order food. The delivery guy refuse to deliver my food to my door, the reason was cause he have many food to delivery. Well, the restaurant that I order my food was literally 5 min away from my house. The app forced to charge me $10 tip, and the guy wouldn’t even deliver the food to my door step. He was being really rude and doesn’t have any manners when he call me. He say he will not deliver my food to my door, he say come down and pick it up yourself. If I could leave my door, then what’s the point of ordering the food. And it’s not my business that you have many delivery to deliver behind my order. It’s not my responsibility, it’s your job not mine. Don’t waste your time, don’t download the app.