Leave a Review Fantuan Delivery
App crashes and a lot of delivery delays
Notice all the fake reviews on the same day to try to get the app rating up. App has been crashing a lot... Barely usable. Once the order goes through, takes forever to get the food. Ordered the food at 11:30 and it's 1:13 right now, still with no food. Not sure if drivers aren't being notified in time, or drivers are gaming the system to pickup multiple routes at the same time or there are no drivers but something is not working there. The whole point of this app is for convenience but you're better off ordering from the restaurant and picking up the food yourself.Show lessRayray858
Good but still needs a lot of improvements
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 this app. 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.Show lessVivi109890
No direct contact to restaurant when some dishes were not available
I was really craving for 牛蛙, opened the app 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!Show lessLillianlwx
Not convenient
I like the amount of asian food this app 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 the app. 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%). This app 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 this app.Show lesskohydjgyc
Developer Response
Hi there, thank you for your feedback and we are sorry for the unpleasant experience. Would you please email us your order number at feedback@fantuan.ca so that we can look into this for you? Thank you.Disappointed
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. The app shows that it’s still preparing my food. So I called the restaurant and the waitress states that all food from this app 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 the app if I knew that I have to go through so much trouble when ordering straight from the store is much more convenient.Show less34687870
Developer Response
Hi there, that doesn't sound right! Please contact us at feedback@fantuan.ca with your order number and we will look into this for you, thank you!Negative customer service that shifts blame on the customer
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.Show lessLittleC5
Developer Response
Hi there, we are sorry for the unpleasant experience. We will report your feedback to the team immediately and we are working on some of the issues you mentioned. Please feel free to contact us if you have further suggestions. We would do our best to improve and provide you with more satisfactory experience!Disappointed
First, the customer service is very nice.
But the performance of the app itself is horrible;(
Seriously only 1 star performance….
The app tells you the order is ready for pick up at the restaurant, but when I arrived, the restaurant didn’t even start to prepare my order yet, I waited for additional 2 hours, and my order still wasn’t ready after I was told many times that my order will be ready for another 15 minutes, finally I ended up canceling my order….
I talked to the customer service, they were nice and put my refund request in, hopefully the refund will be back to my credit card account ASAP.
I have used a lot of the other company online ordering apps, and they will constantly updating your order status, for example: the restaurant has accepted and preparing your order, and how much time your order will takes, then they will notify you the order is ready for pick up.
This app needs lots of improvements.Show lessShoppingLover777
charge even if you canceled service
WATCH OUT! The app still secretly charge your credit card for subscription fee even if you told them you wanted to cancel. They confirmed the cancellation and I have the screenshot as evidence. But later I found out they charged me 2 months of prescription fee, $7.99 *2 and I didn’t use any of their service, even deleted their app. So I tried taking to their customer service, they didn’t admit the error they made and they refused to refund me the prescription. What a wonderful service :) !!
我取消了会员但是这个App会继续扣费，连续扣了两个月之后，检查信用卡记录才发现扣费。这两个月我也没有用app 订过餐，我还有截屏记录是客服两个月前告诉我会员订阅已经取消的确认短信。和客服交涉后，客服说不能退款，也没有承认他们的错误。非常失望！！！！Show lesshdkdbcnd
The worst delivery app on earth
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.Show lessCCLC就不信這回發不了啊啊啊
Stay away!!!
Stay away from this app. I used this app at least weekly for 6 months. It used to be a good app but has been getting worse and worse. Comparing the price side by side with Doordash, way more expensive, way slower. And what make it worse is the degrading service. Keep having ordering or delivering issue and the customer service is not helping at all except using coupons to keep you using it. If the customer service no longer cares about customer experience, you can imagine the attitude of the company as a whole.Show lessDSSSSun
