Fantuan Delivery — Local services in Burnaby

This company seriously has the worst customer service ever. It's as if the workers at the customer service office just sit around and give random replies when we need help. Many times when I am at work, I have had to call the merchant line to get them to "open" my store as it is "closed". The open/close feature on the tablet they provide does not work. When I call them, the worker always gives non sense answers such as "ok it'll be fixed" and it never is and I have to call back. I even had one person say "you can't read English? just press open/close button". Of course if that button worked or even existed on the tablet they provided, I would not be calling for their help so often. Another worker told me that I need to call their other hotline if I want help with opening the store so I asked if she could transfer my call or give me the phone number. She replied with "I don't know how and I don't have the phone number". unbelievable. Because they can't fix a simple feature like that, restaurants lose sales on orders that could have been placed if they just fixed the feature. Also, if you reject their reply and ask for more help, they are usually so lazy that they will resort to hanging up on you! Be aware, they will also limit the times your business shows up on the app no matter how close in radius you are to the location if you call the hotline too many times but what can we do? Maybe if they fix the problem the first time, we wouldn't call...

This is my 3rd and final time of ordering from Fantuan.

Put in order on the app around 12 noon and when delivery driver arrived - I told delivery driver that this cannot be my full order. She told me not my problem, contact app - app took 5 minutes to get ahold of customer agent. Apparently it’s not her job to check the full order before leaving restaurant 😂

First agent was insistent that I wait till the missing items get delivered - I said too late, you’ve already ruined the lunch for my work team. Wait for 3 more dishes to come while the other 3 gets cold? No thank you. This agent was insistent but would not give estimate of when second driver would come - they disconnected on me.

Second agent told me that I would get a refund for missing items and a $3 credit on a future order of $20 or more (this is embarrassing).

At 3PM, the first delivery driver starts power calling me 5 times non stop until I connect to Fantuan customer service again. She said she wants to talk to me about the food? Why? You didn’t check you picked up the food before leaving the restaurant so why is the customers time being wasted again? The lack of professionalism from delivery drivers to customer service agents...

Be aware! This is my recent BAD experience with Fantuan, I requested a cancellation within five minutes of placing my order online, but Fantuan did not process it. Despite my prompt request, the order was still delivered.

To make matters worse, when I received the food, it was opened and not properly sealed, making it unsafe for my children to eat. I provided photo evidence showing the condition of the congee and how it did not meet food safety standards. However, instead of addressing this serious concern appropriately, your company only offered a $3 discount on a future $20 order, which is unacceptable.

Food safety is not something to be taken lightly, and failing to honor a timely cancellation request only adds to the poor service experience. I request a full refund for this order and expect a better resolution from a responsible business. I will not be ordering from Fantuan again and will make others aware of this issue.

Please respond promptly with...