Zhen Qiang Yeo
There is an issue with how unavailable items on Foopanda orders are handled by this Breadtalk outlet. At other outlets, when items were unavailable, the order was cancelled by the outlet. However, at this outlet, I was told that I am expected to cancel the order instead, which I was unable to do so as the button was greyed out on the app. I was then asked to contact Foodpanda for assistance which the customer service agent responded that they were unable to cancel the order as the order was ready for pick up according to the system. I explained that I was informed by the outlet that the items were not available which I was directed to contact the outlet for a resolution. The outlet said that no refund could be given as they cannot cancel the order from their end, and offered to let me pick the remaining available buns of equivalent value instead. Ultimately, this is an unsatisfactory solution as there weren’t many choices remaining. This is in addition to the fact that I made my Foodpanda order way in advance at 1pm (see attached photo), only to be informed at 7pm that the items are not available.