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A brand just took a customer complaint too seriously and made us all go 'Gee'!

A brand just took a customer complaint too seriously and made us all go 'Gee'!

Brace yourself guys, if your food delivery got late, something more than your order may arrive at your doorstep..
29 Aug, 2017

When was the last time your food order got delivered late?

We have all felt those angry feels when your hunger pangs are raging and there is no sign of food on your doorstep.

So when Karachiite Omar Abedin moved into a new house, he was counting on foodpanda to deliver him some piping hot food to make up for the lack of a functioning kitchen. He placed an order and when after 2 hours of wait his order still didn't arrive, he did this:

He also decided to contact foodpanda’s Director Operations personally on Linkedin:

Asim responded by call. Omar’s first words were:

‘I understand that such things happen but this one thing shouldn’t have happened.’

Omar explained while operational blunders do happen, this one left his family more than just hungry. They had just moved to Pakistan and were quite skeptical about living here. Omar was trying hard to convince them that things are not as bad here as stereotyped but this experience just ruined it and all the blame was dumped over Pakistan.

Realizing the fact that foodpanda owns the online food delivery in Pakistan and is the custodian of customer service in this arena, the foodpanda team immediately decided to make up for this mess by going an extra mile to make Omar and his kids smile.

It was a usual day at Starcom’s office when a life-sized panda walked into the premises leaving the entire staff awestricken. Asim, a few of his team members and the panda itself showed up with a lovely cake and a sorry note. And to this, Omar’s immediate reaction was:

‘This is the weirdest thing that has happened to me all day!’

An important fact here is how a service provider can alter people’s perception about the country and even set a standard in customer service. foodpanda, in pursuit of providing world class experience to its customers, managed to give this unusual complaint a one-off make up.


This content is a paid advertisement by foodpanda and is not associated with or reflective of the views of Dawn.com and Images.

Comments

kamran Aug 29, 2017 02:15pm
Good job food panda other companies need to follow in customer services as Pakistan really lacks very far behind.
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Nasir Askar Aug 29, 2017 02:43pm
Good job Food Panda. This is the level of service we expect.
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OTM Aug 29, 2017 02:45pm
Wondering, wouldn't it be better happening a the site of crime, Omar's home, than his office?!
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NO ONE Aug 29, 2017 02:47pm
Glad to see someone in corporate sector giving a good service even to angry ones. Please don't let this spirit down!
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Usman Aug 29, 2017 03:49pm
Horrendous service by FoodPanda lately. no wonder they're putting 'paid' posts on websites.
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SAIRA HASSAN Aug 29, 2017 07:30pm
Can my next order be please late? I want that panda at my place!! please!! come on foodpanda!! Or does it only work if I send a message to foodpanda's boss on linkedin?
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ZO Aug 29, 2017 09:04pm
It would have been better if they just provided a few coupons or a few free meals to the family at their desired restaurants.
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MOEED Aug 29, 2017 11:05pm
i feel the fact that the guy who's order got late was the CEO of starcom group may be a contributory factor to this.
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yousaf Aug 29, 2017 11:56pm
wonder if this would have been the case if the customer wasn't a high profile professional.
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JAHANZAIB BALOCH Aug 30, 2017 12:16am
Just imagine the scorching heat and a person draped in a panda costume, there were other ways to get it done. here its an't Alaska!!!!
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khan Aug 30, 2017 06:02am
great work
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Khalid Aug 30, 2017 09:36am
Service industry in Pakistan needs more of such examples. Great initiative though.
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Ahsan Salman Aug 30, 2017 10:52am
@Usman Agreed! Kolachi doesn't sponsor content in newspapers but everybody knows the level of service they provide. FoodPanda is good at initiating such marketing stunts.
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saqib Aug 30, 2017 01:01pm
Good!! But please don't keep this spirit only for corporate identity. More other people also deserve same response from company. Thanks
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ZULFIQAR Aug 30, 2017 01:33pm
Great gestures, but the fact remains the same order will never e delivered on time and reason behind it is no control over its partnering restaurants you order KFC McDonalds directly that will be delivered soon than order through foodpanda
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s.n Aug 30, 2017 03:29pm
@yousaf I agree, all this was just to convince a CEO of starcom, had it been anyone else, I'm sure the picture would have been quite different.
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Meena Aug 30, 2017 10:22pm
@OTM thought the same.
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Zainab Sep 05, 2017 11:46pm
Food panda orders are always late. I've finally deleted food panda app from my mobile due to worst services
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