Leave a Review Fantuan Delivery
Very poor delivery algorithm
I’m giving one star to Fan Tuan for a different assortment of restaurants than other apps out there.
But after this last time I will not be using the app any longer. On nearly every delivery my order has taken exceedingly long times to arrive. Perhaps because of a lack of drivers, delivery couriers take incredibly long amounts of time to deliver an order. Based on the courier’s location, it looks like they have to continually pick up new orders and deliver those while en route to my home.
So in the last three times I’ve used the app, twice the food I ordered has taken 1-1.5 hours to pick up and then 1-1.5 hours to actually arrive. I do not have any problems like this with Uber and Doordash.Show lessjkuanza
Negative rating
It took forever for the food to arrived. And the customer service was ridiculous. I tried it several times. For my most recent order, I ordered from a restaurant that was 8 minutes drive from my home. Food were ready less than 10 minutes after I placed my order. It then took 1.5 hours for my meal to arrive. I could walk there and pick it up within one hour. Nobody told me that the delivery person need to do two other deliveries before my order. She went further south from the restaurant first and then drove farther north for the second delivery, and finally came back to the middle to me. How could such an app still receiving more than 3 stars for the rating??? By the way, customer service in English is always faster than in Mandarin.Show lessworkondeadlines
Service is ridiculously bad
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.Show lessmaplechen0207
Developer Response
Hi there, we are sorry for the unpleasant experience. Would you please email your order number to feedback@fantuan.ca and we will look into it for you right away. Thank you.Used to be good
Fantuan used to be my go-to restaurant delivery app before the pandemic because of the lower fee they charge. However over the past few two years the delivery just kept getting slower. It seems to be common practice for the delivery driver to deliver multiple orders at once, so you’d be looking at 1.5 hr to 2 delivery window once the restaurant finishes preparing your order. This is terrible customer experience, but it doesn’t seem the company cares. I’m going to switch to DoorDash from now on. I’d rather pay a little more so that I don’t have to eat cold foodShow lesssherry_1999
Bad service
9/10 times my orders are delayed. The estimated delivery/pickup time mean nothing to the customer. If you arrive at restaurant at the provided estimate time, you probably need to wait another 15 mins. If you schedule delivery of food at 6:00, you may probably get it before 7:00.
Customer service is even worse: they tell you they would let the restaurant/driver know to hurry up, this does not help solve the problem. The app itself just is not responsible and they don’t really care about customer experiences.
DoorDash, UberEats, Chowbus are all much better choices to me.Show lessDawnJe
Incompetent customer service
This was the the first time I used the app 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!!!!Show lessElissa Smurfette
Developer Response
Hi Elissa, this doesn't sound right! We want to look into this for you. Would you please email us your order number at feedback@fantuan.ca? Thank you very much.Poorly Designed App
When I first downloaded the App trying to type in the address where I am not physically at, I could not. The App 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.Show lessNet8817
Developer Response
Hi there, we are sorry for the inconvenience. Would you please provide us with your order number so that we can look into this for you? Please email us at feedback@fantuan.ca and we will check right away, thank you.Very bad customer service
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.Show lessListy Gao
Developer Response
Hi Listy, we are sorry for the inconvenience. Can you email us the order number at feedback@fantuan.ca so that we can look into it for you? Thank you.强制小费的垃圾软件
垃圾软件强制小费Mr.juhao
强制付小费是真的脑瘫
一顿2，30的饭居然要付5刀的小费，还是强制的真的脑瘫。任何其他外卖app都不是强制的，都是可以自己输入小费金额。就冲这种傻子设计，祝你们早点倒闭好吧sbhwnene
Developer Response
亲爱的用户您好，非常感谢您的反馈。您可以在结账页面选择小费百分比，如果您不满意送餐员的服务，您也可以联络客服要求退还小费，感谢您对饭团的支持。
