Contact Fantuan Delivery Support

by LittleC5

I have never encountered a more ridiculous customer service nor absurd logic. I used to live at an address, but because one particular delivery person doesn’t know English and the always gets the address wrong, the customer service added some sort of note to my address. After moving to a new place, my first delivery went smooth. The second time I ordered, my food was delivered to my old address. I contacted CS to understand why my deliver was an hour late and they told me because it went to the wrong address then tried by blame it on me in a number of ways including not contacting CS to delete a back-end note I can’t even see from my end and therefore had no way to know it existed. First off, your product manager is incompetent for tying note logic to customer as opposed to address, people move. Second, your delivery driver is incompetent for not contacting to confirm address when the address I entered it completely different from whatever note they saw. Third, your operation is incompetent for having contacted me and still delivered to the wrong address - where did your communication break down internally. Last, your CS is incompetent and in addition outrageous for blaming me for not contacting to delete something I didn’t know existed instead of actually doing your job and provide customer service.

by Kayli96

There apparently was a bug in the system that took out only one part (toppings) of every single order of boba placed. For whatever reason it still showed the sweetness and ice level. So we got 11 orders of boba/grass jelly drinks with none of the boba or grass jelly in them. After going back and forth with customer service and the boba place, finally got the order redone almost 2 hours later. They originally just wanted to refund us for the price of the boba when I also paid $12 in fees and tip. There’s no way to alter drivers tip and it’s a percentage starting at 13%. We end up paying $90 and their original solution was to just refund us the $0.55 for each boba order?! When EVERY SINGLE ORDER was wrong and no one was happy with their drink. Since we were splitting the price of the order, I had screen shots showing that I put everything in correctly. After talking to customer service the order history reflected all the drinks without the toppings..as if I put it in incorrectly in the first place but I have the receipts to show otherwise. Very suspect and completely unethical. I’m glad that customer service eventually understood where I was coming from which is why for their sake a one star is the lowest rating and all I would have given. But if this wasn’t fixed it would have been zero stars.

by Listy Gao

I ordered food with this app three times a day and usually there is no problem at all. But today when I am ordering hot pot from San Gabriel Valley I received a call three minutes after I placed my order saying that one of the item that I ordered is out of stock. I asked the representative whether she’s from the restaurant or from Fantuan, she said she’s from the carrier and I ask can I just cancel the order because I really want the particular place of meat that’s sold out at that restaurant and I can just get it somewhere else. She said she have to ask the restaurant. However, it was only after 30 seconds later she told me that the food is already prepared by the restaurant and it is already non refundable. It sound absurd because I’ve been ordering take out for so long and it’s only been 3 mins and she’s telling me that the food is prepared and they are not able to refund anything. I did not know what to say over the phone because the representative knows nothing but to apologize and all I need is a refund not sorry. I have to pay 20 for the delivery fee and 130 for the rest of the food, and I am not sure I am going to keep using this app if this issue is not resolved.