Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:16/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered food from the Fantuan Delivery app in ***************** from a restaurant called ???? (Friendship Guest Star). Upon eating the food, I encountered a sharp, stick-like object embedded in the dish, which nearly caused me to choke. This is a serious food safety concern.I reported this issue to Fantuan customer service through their app and requested a refund. However, both the restaurant and Fantuan Delivery refused my request and claimed this was normal, which I find highly inappropriate and dismissive considering the risk to my health.I also provided photo evidence of the foreign object, but no proper investigation or accountability was made by Fantuan. I believe this violates basic food safety standards and customer protection expectations.I am seeking a full refund of my order and an acknowledgment of this food safety violation. I would also like Fantuan to review its food safety protocols with partner restaurants in the *********** Outcome:Full refund of my order.Formal response and investigation from Fantuan regarding this food safety incident.

• Initial Complaint

  Date:04/06/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order (Order No. CA3395443209) on Fantuan from ******* in late May 2025. The order was marked as delivered on May 29, but I never received it.The merchant did not provide any tracking number, reference number, or delivery PIN. The courier never contacted me, and there was no delivery photo or signature confirmation. The platform continued showing the order as overdue even after the marked delivery date.I contacted customer service multiple times. Only after repeated follow-ups did they provide basic courier info. When I insisted on a refund, they abruptly closed the chat window and the app provided no record of our conversation. Fortunately, I had taken screenshots in advance.I believe the merchant and platform failed in their obligation to provide the product or facilitate a secure delivery. I am now requesting a full refund and accountability for their handling of the situation. I have submitted full documentation including screenshots and translated chat logs.I also request that the BBB investigate the business credentials and registration status of ******* as a merchant operating on the Fantuan platform.Furthermore, I would like BBB to look into the courier service involved, as they provided no tracking, delivery photo, or signature confirmation, and the package was never received.I am concerned about the legitimacy and accountability of both the merchant and the delivery partner involved in this transaction.

• Initial Complaint

  Date:22/05/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered half a roast duck via Fantuan Delivery. What I received was mostly neck bones and scraps, with no standard parts like legs, wings, or breast meat. I took photos immediately and discarded the dish because it was not suitable for ************** Chinese cuisine, half a roast duck typically includes a leg, a wing, breast meat, and part of the back. These are the main edible parts from one side of the duck. What I received was a box of scraps, not a legitimate half duck. When I ordered the same dish in person at the restaurant before, the portion was complete and reasonable. This shows the vendor is providing inferior portions to takeout customers, which is misleading and unethical.I contacted Fantuan for a full refund. All communication was in Mandarin over the phone. The process was extremely frustrating. I received repeated, scripted responses and was told the vendor said it was normal. Fantuan offered only a partial refund, completely ignoring the clear photo evidence I provided. I asked to escalate but was told the manager would say the same thing. When I spoke with the manager, they simply repeated the vendors claim. There was no proper investigation or objective review.Fantuan has claimed they contacted the vendor and negotiated a partial refund, but that is not a resolution, its a deflection of responsibility. As the platform handling the transaction and dispute, Fantuan has a responsibility to assess complaints fairly, not blindly accept the vendors statement regardless of evidence.Requested resolution:A full refund to my original payment method.A $20 goodwill credit to my Fantuan account for the time and frustration caused.

• Initial Complaint

  Date:25/04/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fantuan APPs membership auto renewal cancellation interface is so misleading its almost a fraud.I stopped using Fantuan since June 2024 and I am sure *** cancelled my membership back then. However Ive just noticed Fantuan has been charging my credit card for monthly membership fee. I went into the system to double check my membership status and to my surprise, Membership Auto Renewal is ON. In the apps interface (Chinese version), I click on cancel my ***************** renewal, after that the only button appears on the page (highlighted in orange) is actually not to Confirm your change, but Continue using membership. You have to read carefully to notice it is actually the exact opposite action you want to perform. The ** intentionally misleads user to believe you have confirmed your cancellation, without knowing youve just voided your own choice.With that realization,I searched carefully on the interface and found a small text Continue on top of the misleading button, neither highlighted or look clickable, that is actually the correct path to proceed with cancellation.Misleading customers to proceed with actions against their choice is fraud.After contacted their customer service they agreed to refund the last 5 months membership fee right away in the App, but I need to wait to get the other 5 months fee returned through e transfer. Im still waiting.I feel I need to flag this to bbb, because I can imagine Im not the first one, certainly not the only one that has complained to Fantuan about this matter yet they are still making it misleading to customers. ********************** APP should be audited and the misleading ** needs to be corrected.

• Initial Complaint

  Date:21/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Fantuan App order showing $11.7, while on the tips page, it shows $0, i click to order then it charge $13.23. I do not agree this amount. I click cancelled in the next second. After two minutes the seller said it cannot cancellation, because they did not receive cancellation notice from Fantuan. This seems like illegal. The total charge does not show up on the order page. While faulty charge, it does not allow to cancel.

• Initial Complaint

  Date:17/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding an extremely disappointing experience I had with a food delivery service. The service I received was not only unacceptable, but also in violation of basic customer service standards. I encountered the following issues:Unacceptable Delay in Response: I contacted customer service, but it took over two hours to reach an agent. The replies were painfully slow, with only one response every few minutes, and I was constantly logged out due to the lack of timely responses. This kind of delay is unprofessional and makes it impossible to resolve issues promptly.Unreasonable Refund Policy: I was informed that, due to a problem with my order, I would need to personally return the food for inspection in order to determine if a refund would be processed. This request is completely unreasonable, especially considering the poor quality of the food and the inconvenience caused.Forced Gratuity and Unclear Charges: Without prior notice, I was charged a mandatory tip, and I was falsely told that it was a requirement imposed by the city of ********. Not only was I not informed about this charge beforehand, but I was also denied a refund for this fee. This practice is misleading and dishonest.Poor Quality and Unsanitary Conditions: The food quality I received was subpar, and the overall hygiene was concerning. This raises serious health and safety concerns, which should not be overlooked.Harassment and Lack of Apology: After experiencing these issues, I received repeated harassing phone calls from the company, which further worsened the situation. Not only was there no apology or acknowledgment of the inconvenience caused, but I was also given no assistance in resolving the problem.

• Initial Complaint

  Date:15/01/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue Details:On December 23, 2023, a representative from Fantuan provided a *** machine to my business, Mazuya Sushi, located at **********************************************************. At the time, I issued a $200 deposit via cheque under Fantuans name, which was cashed on January 5, ******* the end of 2024, I returned the *** machine to Fantuan and began requesting a refund of the $200 deposit. Despite multiple follow-ups, the deposit has not been refunded. Recently, I was informed by a Fantuan representative, ***, that the cheque was deposited into an *** account, which they claim is not associated with Fantuan. Additionally, the original representative, ***, who handled the deposit, is no longer reachable.Additional Information:My business, Mazuya Sushi, officially closed on December 31, 2024. Despite closing the business and returning the *** machine, the deposit has not been refunded.Actions Taken:Repeatedly contacted Fantuan representatives to request the deposit refund.Provided evidence, including cheque records, confirming that the deposit was issued under Fantuans name.Attempted to escalate the issue with Fantuans current representatives, but no resolution has been provided.Dates:Deposit Issued: December 23, 2023 Cheque Cashed: January 5, 2024 *** Machine Returned: End of 2024 Business Closed: December 31, 2024 Request:I am seeking assistance to resolve this matter and recover the $200 deposit, as Fantuan has not fulfilled their obligation to refund the deposit despite the return of their equipment and the closure of my business.

• Initial Complaint

  Date:04/11/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered food from ******* Bistro through the Fantuan App to be picked up at 5 PM. My wife ordered and sent me the password, and I went to pick it up. When I arrived I was told the food had already been picked up. We waited in the support queue online for 90 minutes and then were told nothing could be done. We are out $54 and have lost trust in both the food app and **************.

• Initial Complaint

  Date:18/10/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a complaint against Fantuan Delivery regarding an issue I experienced on order number: US927540461. I placed an order through the Fantuan Delivery app, and due to the driver's negligence, my order was lost, and Fantuan Delivery has refused to issue a refund.On 10/17/2024 8:03 pm, the driver contacted me via phone when he arrived at my apartment building to deliver my order. Unfortunately, I missed the call. Rather than waiting for my response or attempting to contact me again, the driver left the order outside the building and departed. I went outside quickly and discovered that my order was no longer there. Then, within five minutes of the initial call at 8:08 pm, I called back to the driver to confirm. It appears that the order was stolen after being left unattended.I promptly reported this incident to Fantuan Delivery via the app, explaining the situation and requesting a refund. However, despite the clear negligence on the part of the driver in handling the delivery, Fantuan Delivery has declined to compensate me for the lost order.I believe this issue reflects poor service and customer care, as well as negligence in ensuring the safe delivery of orders. I respectfully request the Better Business Bureau to investigate this matter and assist in resolving my complaint. I would appreciate a refund for the order amount and a commitment from Fantuan Delivery to review and improve their delivery procedures to prevent similar incidents from happening to other customers.Thank you for your assistance. I look forward to your response and the resolution of this issue.Sincerely,

• Initial Complaint

  Date:23/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a recent charge hit my account that was not a charge I gave. It was for $68 plus some in regards to delivery of Chinese food. At first I thought it was from ********** but then more I look it's in ******?? Lol I live in ************ and would never order Chinese yo deliver from either ********** nor ******. I put a request yo both my bank and I hope this company to reverse the illegal charges. I would like the money returned and my card information taken off their records. I will prob need to get a new card which ***** so whomever did this can't do again.