Fantuan Delivery - 饭团外卖 Reviews

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.

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.

I ordered food with FantuanDelivery 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 FantuanDelivery if this issue is not resolved.

FantuanDelivery 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. FantuanDelivery 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 FantuanDelivery .

I had an order about 2 weeks ago. In the beginning they were really patient - The items online for that restaurant wasn’t updated, so they called me three times to revise my order. This results a delay for my food to be delivered, but I had an OK meal. Then I found out my drinks were missing and 1 item was completely wrong. I wanted to report that, but the customer service section on the phone kept glitching. I don’t see any phone number so I called the number that called me earlier back. They picked up and I explained the situation, and then they said they could ask the restaurant to redeliver. By that time it was almost 10pm, so I didn’t want that option. Then they said they could give me a coupon, which I refused because I don’t know if I’m going to use FantuanDelivery again. We went back and forth and they agreed to give me a refund for $19 plus a $8 coupon. I was happy with this decision, yet I haven’t never received my refund. The only thing I got was a $8 coupon. I thought this would be my new favorite app since this is such a great chance for me to eat Chinese food, yet their customer service and even app design can’t compete with Ubereats or Seamless yet.

I ordered from fantuan many times before with no problem, but today was probably the worst experience. First I had scheduled delivery for a certain time because there was no option to have it delivered earlier (of course I’d like it earlier if possible), so the delivery arrived 2+ hours after I ordered when usually it is much much faster. They had thought it was supposed to be delivered strictly in that time frame. Second, the person who delivered was not Chinese, which made it even more confusing for both them and myself, as I had asked to meet outside for the delivery but they clearly didn’t get the message and entered the building I was in. They also didn’t bother to call my number I always put in my orders. I think there was a Chinese person who was directing them on how to deliver but it just made the process so much slower. I understand that there might be a shortage of delivery workers but at least have them do their deliveries correctly. Be consistent, because this really tempted me to not order again…

They doesn’t seem to understand what they are doing. When it first launch in chicago I thought they are going to do better than recipo Chowbus or hungry panda since they are going down hill; but Fantuan give a whole new low to Chinese owner apps

I waited 2 hrs to have my order taken by driver, not 2hour for delivery, but 2hours to arrange me a driver.
We I asked about the delivery arrangement, their customer service kept saying the restaurant is running behind, the driver is almost there which is just not true.

They also established a Wechat customer team and the host called 饭宝宝 I assume is logged in with multiple people; but the one removed me from that chat seems mentally challenged.

There are people who are talking about going to order together and
also a shop owner asking about if they should pay for the delivery guy for Cash orders.

I only just said “yes if the delivery person is taking cash from the customer upon delivery I suppose the shop owner should take cash from the delivery person,” and to be sure I also said “you should make sure because I don’t work for FantuanDelivery, I just think that make sense”

Then I got removed from the group chat on the ground of I should not talk about other APP.

I guess the 饭宝宝 person assume we are ordering with other APP？ which not only not ture but also what if we are using other APPs? If you don’t take other APP user you got No Users.

The customer service and the delivery service is horrible. They took 85 minute for a 25 minute order.

So I ordered from a nearby location that’s only a 10 minute walk from my location. The order was placed around 10:50pm and it shows that it’s going to arrive at 12:10am. But I ordered it anyway since I know it’s 20min max for the order to be ready. And after 55 minutes, I still haven’t receive my order. FantuanDelivery shows that it’s still preparing my food. So I called the restaurant and the waitress states that all food from FantuanDelivery are picked up already. I waited another 10 minutes to contact the customer service. All they say is that the order’s arrival time is 12:10, it’s not time yet, and they’ll “try” to contact the delivery man. Which is “extremely helpfully”.

Finally, at 12:08, I still haven’t receive my order. But I do see where the deliveryman is located now. The opposite direction of me and the restaurant. Apparently he’s doing multiple orders at a time. His location just appeared, because he just clicked on the delivery button and its going to look like he just picked up my order.

The order arrive at 12:15. The food is lukewarm and soggy. The paper bag is also tearing apart due to the steam of the food.

I wouldn’t have place the order through FantuanDelivery if I knew that I have to go through so much trouble when ordering straight from the store is much more convenient.

I like the amount of asian food FantuanDelivery have but the driver and the customer service is ridiculous. First of all if chinese is not ur language, then dont even bother to use FantuanDelivery . Theres no way you can communicate with the driver. There is english customer service but really they dont care about ur complain. They will just give u a coupon to stop u from complaining but nothing else will be done. Every time i have my food deliver, they can never find the store which i do not understand because the address is Walgreens how can you not find the store. And everytime i will have to walk out to grab my food. This is not a problem if TIPS IS NOT REQUIRED. However, the lowest amount of tip u can apply is by percentage (10%). FantuanDelivery will charge you service fee and require u to pay tips. It is definitely ripping u off. With the way the driver deliver your food, and you still have to pay them tips. That is not reasonable. I would not recommend FantuanDelivery.

worst customer service ever! Never want to resolve anything and always dodge the questions I have regarding a fake merchant trying to be a store I originally want to order from! They never verify the merchants info and fact-check the actual English name translation of a merchant store before putting it out on FantuanDelivery . I was left confused and troubled in the middle of my lunch break trying to order from Meet Fresh (which turns out to be a store pretending to be a Meet Fresh or a way to deceived people) and when I came to pick up my food in actual Meet Fresh (the only branch in my area of Flushing, Queens) they were saying that the store I ordered from is pretending to be them. How is that even possible? Like are there no team in ensuring that all merchant info is correct and true before publishing it on FantuanDelivery ? I believe this is Fantuan’s fault in letting such an inconvenience and participating in deceitful and ruthless practice! Do better!

I tried to use Fantun for a lunch delivery and my order was 70+ dollars. When I go to the checkout page, you have no choice but to give 13%-20% tips in order to complete your order. However, the distance from the restaurant to my place is only less than 2 miles. The % of tips should not be linked to the amount of your order, but the distance. It also shouldn’t calculate it as dining in, because there’s no service. It is not making sense for customers to give such high tips without proper reasons. None of the existing delivery apps do such things because “tips” are not mandatory or forcible, it doesn’t mean I don’t want to give tips, it should be in a proper amount with reasonable calculation. The logic and concept of tipping drivers in FantuanDelivery are totally wrong and it will be a very big failure. So I quit using before even started. The worst user experience ever! It’s like a ROBBERY, period.

Many of their delivery drivers are great, but speaks Chinese only, and could not quite follow instructions. I had to come down and find them myself because they could not read English.

I really like all the fake reviews on FantuanDelivery. Being able to read Chinese has its advantages and 90 percent of the Chinese reviews are, even though written a bit differently, ARE ALL SAYING THE SAME THING. If you need to write good reviews at least don’t write it so obviously, having a wall of good reviews to stop people from scrolling to the very bottom where the real and bad reviews are is way too obvious come on.

This was the the first time I used FantuanDelivery to order food. About 5 minutes after I placed the order, I got a text message stating that two items that I ordered were not available. Right away, I followed the instructions and contacted the CS to cancel the order since those unavailable items literally were 50% of my order. CS told me that I could not cancel the order since the remaining items were prepared. I asked the CS to add two more items, again, the reply was “no, can’t do, you can order from a different restaurant if the food is not sufficient for the family”. At the time of this conversation, the delivery person hasn’t picked up the food yet. The conversation went back and forth for more than an hour, no resolution other than excuses. The total charge of this order was 3 times of what food cost was and FanTuan refused to issue the refund. This was horrendous!!!!

I complained the customer’s support for TWO time and I got ban from FantuanDelivery . Here is the story:

The first complaint

It was months ago, I asked for part of the refund due to incorrect delivery fees. FantuanDelivery clearly said that the delivery fees is 2.99$ if the distance is under 7 miles. HOWEVER, it charged me 4.99$ after I placed the order. I double check the distance between my home and the restaurant address with google map, and it is definitely under 7 miles. So, I submitted my proof and asked for my refund. After a long talk, they refunded me back.

The second complaint

I ordered 5 dishes from a restaurant and one of them was sold out. Because I already paid the price of five, I asked the restaurant to refund the money. Three hours passed by no refund had been received. So, I was thinking may be the customer service can do something about it. So, I contacted the customer support to check with the restaurant and told them to refund my money. It becomes a long talk and the customer service offered me coupon and I dont want that. I asked for the money refund only. They did give me the refund.

ONE DAY AFTER THAT, IT SHOWED THAT ALL RESTAURANTS NEAR ME WERE “CLOSED” IN FantuanDelivery . SO, I CHECKED MY ROOMATE’s FANTUAN APP AND HE IS ABLED TO ORDER THE FOOD FROM THOSE RESTAURANTS FROM FantuanDelivery .

THIS HOW GOT TREATED.

When I first downloaded FantuanDelivery trying to type in the address where I am not physically at, I could not. FantuanDelivery only let me choose from two unrelated addresses. I contacted the CS asking if they could change the address for me, after a long wait, they told me they couldn’t do it, but they can do it after I placed my order, so I had to contact CS every time I placed an order. Today I was trying to do the same, and the CS representative told me impatiently “I saw your address, and I suggest you leave a note for driver.” They didn’t bother to inform the driver and sure enough he got to the wrong address.. How hard it is to let customer to be able to input the right address?
Another thing is you can’t edit items in the shopping cart, seriously? You can only delete the whole restaurant order but to change any single item, this is ridiculous.

Just started using FantuanDelivery this week.. for the first two days, the food was cold but still on time.. today I ordered the lunch at 12:30pm, scheduled delivery time 2-2:30pm. Reached out to the customer service from FantuanDelivery , no responses... after scheduled delivery time, I reached out to the delivery person, he said he left. The delivery address is first floor and it’s a business, Why can he come in and left?! Called the delivery person, he asked me to contact the customer service.. it takes forever for the customer service to response. Requested to cancel the order and FantuanDelivery doesn’t reply.. The delivery person later called me back at 3:30pm to deliver me the food. Yes, after I ordered for 3 hour and starved myself for hours.. what a wonderful app and team.. Will remove FantuanDelivery , doesn’t worth the hassle and headache.. Not a customer oriented company, app or team.

I was really craving for 牛蛙, opened FantuanDelivery to order the spicy niuwa and some other dishes. After a while I ignored a foreign call that was marked scam likely. Followed by a message told me that my 牛蛙 is not available, asking me whether I want a substitute or cancellation. I immediately went to CS on app and ask them if there is any other 牛蛙dishes. It took some time for CS to reply and I got a negative answer. Therefore I asked them to cancel the whole order and then spent $130 on 牛蛙 and others from another restaurant. BUT I realised that they didint cancel my first order! Everything but my 牛蛙 was still ordered😭. Then I tried to cancel some dishes from my second order. They told me I can only cancel one, I agreed. After a while, they told me that nothing can be cancelled. So the whole CS communication is meaningless!

DON’T DOWNLOAD FantuanDelivery !
快逃！千万别下载！！！

I’ve used FantuanDelivery for a couple of times in the past. Roughly 20% of my orders went wrong, usually missing items or broken packaging. But I had no idea how TERRIBLE it’s customer service could be until my order tonight. FantuanDelivery showed the food has been delivered. However when we checked our door, there’s nothing. We checked the building next door, found nothing there as well.

Yes it turned out that the ENTIRE ORDER WENT MISSING! And the customer service lost contact of the delivery person. Starving and upset, we asked the customer service agent for solution or compensation. In order to make it up to us, the customer service agent offered a $5 coupon (even less than the service fee they are charging for a typical order) and refused to replace the order for us. At this point what they offered feels quite insulting. They don’t seem to care about customer experience at all. And what’s even more ridiculous is the customer service person disappeared after our conversation. And the coupon NEVER showed up in the wallet. What a joke.

Will not use FantuanDelivery again. And will definitely NOT recommend it to anyone I know.

I ordered on the platform and the food was not even sent out after two and a half hours since the ordering time. The delivery man told me that the restaurant didn’t make the food yet, when i had been waiting for an hour. I contacted the customer service and asked for refund, but got reply that the restaurant had already made the food. This seemed weird and sounds like one of them was trying to lie to the customer. Then the customer service refused to process a refund and insist that they would send a new delivery man for the food. I have used Uber, Doordash and Chowbus and I am sure none of them would do this. It’s definitely the worst delivery app I have ever used. Considered that they are taking advantage of Chinese people who miss Chinese food here, it just makes them worse.

Unprofessional customer service, even personal abuse!!! I will never use FantuanDelivery again and will let all of my friends know how you treat customers if no one can give me an official and reasonable explanation.

They removed me out from their wechat group because I wrote this review last night! Unbelievable! I didn’t even say anything in that group, I haven’t post what they said to me on my Wechat yet, but I guess I’ll do it if that’s what you guys do to a customer. That’s ridiculous! Your customer service specialist let a customer waiting 4 hours for a solution, and never gave me a solution, just told me to contact through wechat. And then what I got is personal abuse? Interesting!

I have sent an email to you as you requested, let wait and see what kind of reply I can get.

1 star: I have downloaded FantuanDelivery on both iPhone and iPad. I can only place order on iPhone due to the layout has been truncated in iPad. Cannot search well and not able to see the entire content. Also there is no way to edit the item once it’s added in the cart. For example, there are some shops that allow quite a bit of options within the same item. However if you made one mistake then you have to delete the item and redo the all the checkboxes again...

5 stars which I will keep using for placing orders via FantuanDelivery.. they have comparatively low delivery fee. Very reliable estimate delivery time, you can track where the driver at.

Keep up the good work! And hopefully see the problems mentioned about will be solved in the near future.

Don’t trust these people, they will cheat you then lie about it. At noon, I ordered food for delivery between 5:30-6, with FantuanDelivery saying the place opened around 1 pm. At 5:15 I got worried because the food wasn’t even started. So I contacted FantuanDelivery ’s service people and they promised me it was being prepared but would be late because they were busy, but they wouldn’t tell me how late. After trying to get a straight answer for a while they finally admitted the place doesn’t actually open until 7pm. They would have let me wait at least 2 hours for the food with no warning, and lied to me about it. Then they just canceled my order without asking and stopped responding. Don’t download FantuanDelivery, there are lots of reputable delivery services out there.