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:13/10/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 BBB, I bought 3 tickets for ********************* *********** concert (September 15 ) on Fantuan app on July 15 (3 tickets total cost $1,990.8 ). At that time, the customer service promised me that they have all first 10 rows of floor tickets, include section 102, section 101 and section 103. They'll give me the first five rows in Section ****************************** Section 101 or 103 (102 facing the center of the stage). And when I asked whether I could fully refund the ticket if I was not satisfied with the seat arrangement after the ticket delivery to me, they said yes, you can fully refund. So I trusted them and bought three tickets. They told me they will email me the tickets on August 10th. Then on August 10th they didn't email me. I called them lots times, they said they need time to email everyone because they have many tickets and busy. I truest them again. In mid-August, the customer service contacted me and told me that they would send the ticket to my email address and that my tickets are all in section 102, and the tickets are the most front row they had. But when I received the tickets I realized they were 15 rows in Section 101 and at very side seats. This is in their hands with the promised first ten rows of tickets, guaranteeing that my first five rows of tickets are extremely inconsistent!!!! After that, I communicated with the customer service mathem to refund the ticket. They first replied that it was impossible for me to refund the tickets, and later they realized that they were wrong, but they just said that they were sorry for not solving the problem for me all the time, and now it has been half a month. They still havent refunded me. I need the power of justice to help me. I am now looking for BBB to help me. It is a ****!!! They had cheated me of my trust, made me pay a lot of money for the tickets, but couldn't give me anything they promised. I am so disappointed in them and so angry! I want my money back! Please help me BBB! Please!!!!!

  Customer Answer

  Date: 20/10/2023

  Dear BBB,
  
  Hope everything goes well.
  I am **, I reported a complaint in September, the number is ********.
  Thank you so much for your reply to my complaint, and I am so happy to say they solved my problem at the end.
  So may I ask if I can withdraw this complaint?
  Thank you so much for your time and waiting for your reply.
  
  Best regards
  **

• Initial Complaint

  Date:03/10/2023

  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.

  The business conduct misbehavior which leads to a plethora of surcharges on its tipping part of the bill. First, the tipping option is enforced within the App, which is against the fundamentals of tipping; second, their tipping option calculates the money post tax which implies that the consumers must pay a portion of their sales tax as a tip, ***** ** * ********** ** ********. This issue has been persistent over the past 2 years while I'm here. I'm sure I'm not just the only one who's hurt by this App. I demand to get my money back.

• Initial Complaint

  Date:17/07/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 express my deep disappointment regarding the food delivery I received from Fantuan on July 15th at 7 am (Order #*****). I had placed an order for tomato paste spaghetti, but instead, I received black pepper spaghetti, which was also in an unfresh state with a concerning jelly-like texture on top. I believe this mix-up may have occurred due to the early hour, making it challenging for the restaurant to have the correct ingredients available.As soon as I discovered the error, I promptly contacted your customer service team to request a refund for the incorrect dish. However, I was disheartened when my request was denied. Fantuan's explanation was that the restaurant claimed the black color was due to the tomato paste spaghetti being cooked in the oven. Despite my efforts to provide supporting evidence, such as uploading a picture of the dish, your representatives surprisingly accepted the restaurant's doubtful explanation that I should rely solely on the taste to identify the dish. It was undeniably clear to me that the dish I received was black pepper spaghetti, and it was not what I had originally ordered. As a customer, I trust that my senses of taste and sight are reliable indicators of the dish I ordered. It is implausible to suggest that I cannot distinguish between tomato paste and black pepper sauces. This refusal by Fantuan to issue a refund is entirely unacceptable. The price of that dish is 13.9 CAD I request a refund back to my originial payment method.

  Business Response

  Date: 17/07/2023

  Hi there, 

  Thank you for your feedback and we are sorry for the unpleasant experience. Please understand that for all "wrong item" refunds, Fantuan has to go through restaurant first instead of refund directly. For this case, Fantuan representative has checked with the restaurant again and the restaurant indicates that it was due to miscommunication with the server. After communicating with the restaurant, we have issued refund for you. In the future, if you have any questions or support, you can contact ********************************* Our customer service manager will be more than happy to assist you. Thank you.

  Best,

  Fantuan team 

  Customer Answer

  Date: 17/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/07/2023

  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.

  This online delivery website failed to inform the customers about the latest restaurant working condition. I ordered the food from two restaurant as a combination and this website only delivered food from one restaurant without even informing me the other restaurant is closed during the whole delivery process. it should give the customer the option to cancel the whole order before delivery as one of the restaurant is completely closed. It is a ***** to *** *** the customers for false information (advertising a business as open to attract the customer to place the order while this business is actually closed). my order number is ***********, I request the business to refund the charge of whole order.

• Initial Complaint

  Date:10/07/2023

  Type:Sales and Advertising 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.

  Your order at ******* ***** 17:06 has been confirmed,total is 41.78$, pick-Up No #*****,order can be picked up after 08/07/2023 05:38 PM,Please use Pickup No. to take meal, wish you enjoy a delicious meal.You may download our app to trace the order progress.I placed this order and when I reached the restaurant they denied receiving any such order and asked me to contact customer service. Please look into that and issue me the refund.

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  They confirmed they didnt give the correct order to the restaurant but refused to give me a refund!

  Business Response

  Date: 15/05/2023

  Hi there, 

  
  Thank you for your email. We have checked the order and the order details on the receipt does not contain lemon grass vermicelli. The customer only paid for meatball banh mi, house special banh mi and Viet style rice noodle vermicelli bowl. You may double check the order receipt. If you have any question, please feel free to contact **, thank you.

  Best,

  Fantuan team 

  Customer Answer

  Date: 16/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: there was a problem with their app. I ordered 2 banh mi and chicken lemongrass vermicelli bowl. I have ordered that item before. That is what I clicked on in the app. I did not want the 3rd item they sent. I did not request that item and I did not eat it. I called the restaurant and they told me the app had ordered this other dish that I did not want. 
  

  By the way Fantuan has an 87% dissatisfaction rate on the internet. I can see why. If Id known this I never would have used this app. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 16/05/2023

  Hi there, 

  Thank you for your email. Fantuan would refund any order if there is anything wrong with the order. However, our customer service representative wasn't able to locate the issue in your case. Would you please send ** the order receipt so that we can check again for you? Meanwhile, you can also contact our online service agent, they can help you with any problems and they are available 24/7.

  Best,

  Fantuan team 

  Customer Answer

  Date: 22/05/2023

  
  Complaint: ********
  
  I am rejecting this response because
  -your app matched the wrong item to my selection

  -your app has errors

  I tried to go back to the ************************* website and reproduce the error but clearly I was not the only person experiencing problems. The restaurant has stopped using your app. 

  It seems like your reputation for terrible customer service is well-deserved. 

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:25/04/2023

  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 placed the order through ****** Maps, for ******* Restuant which defaulted to use Fantuan. After arriving at the restaurant, I was informed that the person who set it up is no longer responding to their contact, discontinued his phone number, and has not helped repair their Fantuan machine to receive and create orders. However, the orders are still being approved from the Fantuan app backend, and my order now appears as "Ready to pickup". This tells me that the person who ran this account and worked with the restaurant is still approving these orders (without the restaurant's knowledge), and pocketing the money. I'm requesting a full refund of my order, and for Fantuan to shut down the person behind this account that's stealing money using the restaurant's name and remove it from advertising on ******, and anywhere else it's being advertised as a service.

• Initial Complaint

  Date:29/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  On Mar 28, 2023, 6PM, I placed an order through Fan tuan delivery. On around 6:20 PM, I arrived there to pick up my order. I was told my order has not been completed so I waited there until 6:50 PM. The restaurant told me they didn't get the order until 6:50 PM. About 5 minutes later, the restaurant told me my order was printed and they STARTED to make it. On around 7 PM, I finally got my order. It has been more than one hour since I placed the order.
  
  I contacted Fan tuan for compensation. They told me my order was confirmed by the restaurant on 6:10 PM. While the restaurant said the machine never printed my order until 6:50 PM. I asked about the compensation. The customer representative offered me a $20-3 coupon for the next time purchase. I was provoked since such compensation is very offending and humiliating. I continue to contact their representative, and was told a supervisor was dealing with it. This supervisor "kindly" upgraded my $3 coupon to $5 coupon.
  
  I am now demanding the full refund of that order, which is $21.84. And my Fantuan membership fee for this month, which was $9.99. And the time wasted there, which should be compensated for the minimum wage of LA county, which is $14/h. And the $5 coupon should be deemed as cash. The total should be $50.83. I will not accept coupon since I will no longer use this app. I will accept cash/check/statement credit/direct deposit.

  Customer Answer

  Date: 29/03/2023

  I am now demanding a full refund of that order, which is $ 21.84.

  Business Response

  Date: 29/03/2023

  Hi there, 

   

  Thank you for your feedback. We have checked that the order was delayed for 40 minutes and the customer service agent will contact you for the refund. Should you have any questions, please let us know, thank you.

   

  Best,

  Fantuan team 

  Customer Answer

  Date: 30/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While I have to say Fantuan delivery is a very disgusting corp. I paid $21.84, and they refunded me $20.78.They are exhausting their customers' patience. I'm doing everything I can to prevent others using Fantuan. I have used ******** for two years and it is always fine and ready to issue full refund without need to contact their customer service. Fantuan is  literally the first corp who does not care their customers and is always UNWILLING TO REFUND TO THEIR CUSTOMERS. 
  

• Initial Complaint

  Date:03/02/2023

  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 purchased four tickets for ******* ******* ****** ******** on ******* with order number **********; **********; **********. When I purchased the tickets they promised on their platform with assurance that I could pick up the tickets on Jan 30, then they changed it to electronic delivery. However, it's already Feb 3, and despite that the show is taking place on Feb 5, none of the tickets have been sent to me. This also happened to other customers that bought the tickets from them. Their customer services declined to solve the issue, only saying that they'll look into it and never replying ever since. I would need either a refund for the tickets or the tickets sent to me ASAP. Thanks

• Initial Complaint

  Date:03/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 purchased four stand-up comedy show tickets, $341.19 in total, on Fantuan Delivery APP on January 8. (Order number: **********) The show is on Sunday, February 5, and Fantuan informed us to pick up tickets on Monday, January 30. Today on Feb 3, however, I still havent got my tickets, and over 90% of the customers are complaining we havent got any tickets. Details: Fantuan sold this stand-up comedy show tickets on its APP and informed us twice that we should pick up our tickets on Jan 30 at their office. On Jan 30, when other customers and I arrived, we were told to go back home and wait for tickets to via e-mail. They didnt even have my email to begin with, so I contacted the customer service on their APP again. The customer service on APP told me to add a person as friend on ****** to get my tickets. After adding the person on ******, she asked for my order number and email and invited me to a group chat on ******, which is a group chat of 130 people who still havent got their tickets. By today Feb 3, only several of us got tickets. The rest of us have been communicating and arguing with Fantuan, and the only thing Fantuan has been replying is that theyre processing tickets one by one and please wait. From the information other customers shared in the group chat, Fantuan is calling customers one by one right now and informing us - Fantuan oversold the tickets, so we can either pay more money for an upgrade to a few types of higher level tickets or get a refund. Also, before Fantuan reaches out to us, we cant ask for a refund in advance. We believe Fantuan sold more tickets than they have on purpose. If we still want to see the show, we would have to buy higher price tickets so that they could sell those expansive tickets nobody wanted to buy. Desired resolution: Id like to get my four original tickets ASAP or a free upgrade for them ASAP (if the original tickets are already gone), as it wasnt our fault.

  Business Response

  Date: 23/02/2023

  Hi there, thank you for the email. We have checked the order and the order has completed already. The customer should have received the tickets. If they still have questions, they can contact ******************************** anytime, thank you.