Grab: Taxi Ride, Food Delivery 4+

I remember my life before Grab existed. Grab holds a special place in my heart — a lifesaver. Before Grab ever existed, in the wee early mornings before dialysis and hot afternoons after dialysis, I had to struggle in the rain or hot sun trying to call a taxi company to help me book a taxi because taxis take one look at a wheelchair and refuse to take me. 10 taxis will pass by me and 20 minutes later, still no taxi will want to take me. The struggle to pay by cash to a taxi who won’t accept nets or card, then still having to take out the wheelchair from the back, it is a lot of coordinating and time consuming. But Grab changed all that years ago, they improved my life. They built a product that gave customers more control and value for money. And not at the beck & call and almost begging a taxi company to give me service. Taxi drivers used to be so arrogant and complacent, and Grab changed all that. I really want to thank you all for creating this App and will always support you if you remain fair and constantly innovative. You guys are revolutionary and visionaries ❤️ from the bottom of my heart, thank you and I wish your company the best of success.

Thank you for your kind rating! 💚

Recently, my family has been encountering troubles when trying to arrange for food deliveries through the app. Besides the increasing occurrences of missing food and drink, and errors in our special requests, which could be seen as the fault of the restaurants, the main issue is the interface when trying to arrange for the food’s arrival. Usually, to avoid the dinner rush, orders are placed around 430pm. With the timing, delays are acceptable. However, the app will only display the delays as they occur, meaning that the initial estimate of food arriving by 530pm can be pushed to 630pm and beyond. At this point, the app claims that since our orders are in the kitchen (through a digitised system that does not seem to have any other response), the order cannot be cancelled. That can be accepted, since the food is already being prepared. The main issue, is that at some point, it seems at Grab’s convenience, they consider that their drivers are unavailable and cancel the order with no input from our side. Just today, my family was left without an order, in the middle of dinner rush, so we had to resort to instant noodles. That is fine, but if there had been ANY level of communication from Grab at an early point, other proper arrangements could have been made. Instead, we were left with an unfulfilled order, and nothing but an empty, automated apology from Grab. Highly disappointed.

Hi there! That’s not the experience we want you to have. Can you write to us via our in-app help centre or via Facebook at m.me/Grab so that we can assist? Thank you!

I order Starbucks today and The main drink I want is Dark Mocha Frap, but bcoz of small order fee, I order some others drinks and cake. But they missed out the main drink Dark Mocha Frap, Grab Customer service was fast to refund as I’m using grab pay. The most disappointed part is they refund exactly the drink fee 7.50$ which may think like proper customer service, but my most wanted item was not delivered and so if I want to order again, **** I need to spend over 10$ again to avoid small order fee + delivery fee + my waiting time and this disappointment! ****
Refund is not the solution, you need to think what is the impact that caused to customer. You need to think from customer point of view!

This kind of issues happened to me before also, but I did not mind like today & I thought Grab would have think about that, but not today, my main drink that I wanted the most was missed out and really really disappointed on this Grab Refund Services. I really want to reorder again but I will not use Grab Service.

Hi there, that’s not the experience we want you to have. Possible to drop us a note on Facebook via m.me/Grab so that we can assist? Thank you!