Blurb from the author: To be honest, I haven't had a fantastic experience with on-demand deliveries from Dahmakan and Foodpanda in the past (for me it's GrabFood).
Dahmakan received more money the other day, and this, along with her previous rounds of funding, made me wonder.
If you keep collecting enough money to do your operations, you have to do something right, right?
So I decided to test their delivery service with some general expectations. so that my food comes on time with the promise of their new express delivery and without complications.
To a good start
I longed for chicken on the first day, so I decided to get her salted egg and butter chicken.
I immediately came across the express delivery option, a small button that you turn on to filter the menu items that are available for delivery within a period of 30 to 45 minutes.
I placed my order on time at 12:14 p.m. and Dahmakan promised me that my food would come from 12.40 p.m. to 1.00 p.m.
As promised, they arrived here on time at 12:54 p.m.
My Salted Egg Butter Chicken (RM14.99)
So far, so good. My experience with the app was pretty simple and I was a big fan of its clean, easy-to-navigate interface.
My food was hot too, which was pretty much to be expected when you consider that one of their “cloud kitchens” was only 10 to 15 minutes away from my office. It also tasted great.
Unsettling second order
On the second day, things took a small turn.
I started my second order with one of their food packages, dahmakan Select (RM29 / month).
This package gives you a preferential price for all selected meals worth RM 14.99 for only RM 9.90, saving you about RM 5 for each meal.
This is a rough breakdown.
The 9.90 RM was deducted from my 29 RM membership, so that I have about 19.10 RM in the credit
The RM29 essentially works as a money pool, reducing each meal that is not combined from RM 14.99 to RM 9.90, which is then deducted from the pool. So my sum (shown above) was RM0.
Let's go back to the menu options.
Choosing a dish this time was a little more confusing. I struggled to choose a proper meal as most of them were not available on request.
It turned out that on the first day I was lucky enough to order the salted egg butter chicken (since this was primarily an express meal).
The app does not reflect this. Even if you activate the express function, all available meals are displayed, not the available meals on request.
I understand that this is in beta testing – but seriously? In total, there were only two or three meals that could actually be sent on request, and the rest were only available from 3:00 p.m.
For this reason, I could only choose the same chicken dish with salted egg or a plate with their nasi kerabu. And yes, I continued with the former.
This was the schedule for my second order.
2:27 p.m .: Order placed. The expected delivery time was between 2.20 p.m. and 3.20 p.m.
2:46 pm: dahmakan tells me that another 20 minutes should be added to my waiting time.
3:35 pm: The duration is suddenly extended by a further 20 minutes, which means that the total delay is approximately 40 minutes.
3:40 pm: I'm fed up and angry with McDonalds for an Ayam Goreng lunch to satisfy my hunger.
4:06 pm: My driver is finally on the road.
4:16 pm: My salted chicken egg is now safely in my hands. In the end I packed it for dinner because I had already had lunch.
In the end I calculated almost an hour late. Incredible.
It is worth noting that they asked me directly after the bad news about the 40 minute delay if I would like to completely cancel the order.
In my frustration, I actually wrote the number to cancel my order – but they still sent their driver.
Needless to say, after the whole experience, I stayed hungry and was let down again.
A while after the disastrously late delivery, dahmakan offered me RM5 for my next order, but frankly I might not be able to use it.
You also sent me this email:
I appreciate the long explanation, but it didn't calm me down
In the email, they mentioned that their high sales within their driver fleet were an issue that continued to plague them, but when I received the message indicating a delay, the app said that my food was still being cooked by the cook.
It could be that my meal was already ready and was not yet picked up by a driver, or I ordered it on a Friday and the sheer number of orders overwhelmed it.
I contacted dahmakan on Facebook to see if I could find a common denominator that explains the frequent late deliveries.
Something similar to what you mentioned in your apology email
The customer representative I got in touch with actually took the time to help me understand the confusion rather than provide an excuse for copying and pasting, and I really appreciated that.
Whatever the real reason, I hope that they can solve it quickly before the image of their entire brand is affected only by late deliveries.
Nor am I the only one who is disappointed. Take a look at their Facebook page and you will see a number of comments on their posts that complain about their delivery service.
Maybe these people are just jumping on the ambulance, but after experiencing the poor service firsthand, I can't join Dahmakan safely.
Bottom line: I'm sorry I ever cheated on you, GrabFood. I always take you for granted, and that's exactly what happens. I will never say anything about Dahmakan, but I will give it a while before trying another round. Maybe until after the next round of financing? Keep me posted.
- You can read more about Dahmakan here.