So recently a woman ordered from McDonalds using Foodpanda app - the delivery guy passed lewd comments on her and shared her mobile number on several whatsapp group as an escort number.
Of course she got a lot of calls (people asking for her rates). She complained to the police and the delivery guy was finally caught.
So whose ass should be on fire?
Well, Foodpanda shirks away the responsibility (emphasis is ours):
We take notice of the unfortunate incidence that has occurred in Bangalore. However, at the outset; we clarify the order delivery was not fulfilled by the foodpanda delivery team but by a third party deployed by the restaurant.
For our own delivery team, we ensure that our delivery boys go through a thorough training session and are at their best behavior during the duty hours. Before every rider's joining, we ensure that their identification and background is duly verified through multiple sources.
We are helping the customer and our partners investigate the matter involving the complaint. We will extend our full support to and will cooperate with the local authorities, in every manner possible. We are committed to instilling, in all our partners the need to set the highest standards of courtesy and respect and bringing the best food delivery experience for our customers."
Fair point (?).
With aggregator model, everybody owns the customer. Nobody owns the (bad) customer experience.
Question to Foodpanda
So when a customer is ordering through the app, is it important for customers to know who is delivering and what are the 'fear factors' associated with the order delivery?
Do you clearly tell 'hey! we haven't trained these delivery boys - so please ask females to not take the delivery!!'.
While Foodpanda is legally right, they are totally wrong when it comes to owning the customer experience.
Your take? Do customers know that they are ordering from an aggregators who neither owns the food experience nor the delivery experience?