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Writing as a fellow product person. I notice a few poor designs in this app, that creates friction and causes bad user experience. 1) Unnecessary surveys: “Why did you not complete the order at X”. First, this X restaurant is wrong (I already placed the order). Second, survey is a poor way to get user feedback. Participation rate is not guaranteed. A much better way to do it is to do a thorough data analysis of user behaviour, form solid hypotheses and test these hypotheses thru experimentation. 2) Cluttered UI: Do we really have to have “trending order”? Do I, as a customer, really get value from knowing what others are ordering? Does it benefit me, a restaurant order, that customers only order the hottest 1 or 2 items from my menu? 3) It is just buggy. There are a few times when I simply cannot place an order. I click the button, then nothing happens. There is no way for users to report this bug, or seek help for it. 4) The rewards program. I understand rewards program create loyalty and we want loyalty in the fierce competition among delivery apps. But this rewards program is poorly designed; rules are not communicated clearly; the UI/notification is intrusive. All of the above makes me question: Who is making product decisions at Foodpanda? Are they really relying on data and listening to users? Or just go with whatever they ASSUME is a good idea?

Dear FoodPanda, Thank you for copying and pasting over and over prewritten emails without even reading what your customers say. With extreme disappointment I have to say that I have been served with the poorest and the most embarrassing customer service ever possible. As a senior executive of a company that makes of customer experience their priority, you are proving to know nothing about your customers and so your business. The order was cancelled because of your mistakes and 2 days later you are still copying an pasting the same emails without even reading my messages or understanding what happened. This is simply unacceptable and unfortunately I don’t have any more time to waste with you. I am going to block this payment and do whatever I can to get my 200HKD back, not because of the small amount, but because it’s a matter of principle. I can promise you that you have lost me as a customer forever. Your business won’t suffer for it, don’t worry, but the way in which you serve your customers have been proven to be embarrassing and ridiculously wrong. Since you don’t read the feedback or requests from your customers you won’t probably understand or learn anything from here. What a shame… Congratulations FoodPanda, I can certainly say that you have given to me the worst customer experience in my 44 years! Good luck, G

Once , Some items were missing from one of my order. When I asked the delivery person, he said , he will bring it tomorrow. (Funny proposal, isn’t it? ) So I asked for a refund, The agent wanted to refund me less than half the amount of what i lost and said , its the best he could do. I kept asking him again and again , how much did I lose? (As i could not check at that moment , i did not know how while i was chating with an agent )No matter what , he would not answer me. But later i was able to check and kept asking him , why will i be refunded less than half ? How was that fair? He kept saying its the best he could do and wanted to leave again and again( he did not though) . But I kept telling him that it was unfair . Maybe after 15 to 20 minutes (could be more) he refunded me the full amount. I went through a harassment with that. I wish i could hold that agent accountable for what he did. But foodpanda has no Customer Care Number in Bangladesh . I guess , not refunding the customer fully and also claiming the remaining money from the restaurant later is a new way of making some more money for food panda Bangladesh.