Grab: Taxi Ride, Food Delivery 4+

This app is not user friendly. Unfortunately there’s no Uber service otherwise I would use them instead. There’s no way for a user to contact a support team via phone call or message. The system to report an issue is long and not helpful. There should be a chat tab or number you can call for assistance. My main issue is when using my card to pay for services they charge you even if grab has not completed the service. I picked a two stop grab ride and my driver only took me to one after saying he completed the ride, which was a lie. Grab should have a system in place where the rider also confirms the driver has took you to both stops before saying the ride is complete. But this app doesn’t seem to help or service the rider who is actually paying for the service. It only benefits the drivers since they can directly contact grab via a phone number and choose when the ride is completed. I wish there was another ride app I could use because I would. But I’ll stick to taxis and motorbikes from the main road from now on.

We are sorry to hear about your experience. Please reach out to us via the Help Centre or our social media platforms so that we can take a closer look at this. Thank you.

Let me describe my Grab experience of the night (not typically unusual) 1) I placed an order for a convenience store as I strictly cannot go out far at the moment. 45+ mins in, I get a text from the driver saying the store is closed. He sends me pictures. The store is not just closed, ITS FOR LEASE. Why is it still labeled open on the app? Why is it not updated? 2) I order from another branch on the app after waiting for a while. An item was not available, 15 mins in Merchant cancelled without any further reason. 3) I want to transfer my Grab wallet balance into another e-wallet of mine. Cannot do. This about sums up my experience so far. Just please fix this. This doesn’t define what Grab is, but please just fix this.

UPDATE:

After a while of ordering, things seemed to be okay, until today. I placed an order at a restaurant, and after 30+ mins, Grab cancelled due to unavailability of nearby drivers. Fine, it happens it’s not a big deal. Until I wasn’t refunded. I kept refreshing my GCash and grab app, and nothing. It’s still “On Hold” and will be processed when the order is “complete”. Well that’s the thing, it’s not gonna be completed because it’s been cancelled!! And I cannot find any useful articles to help me on this! And the chat-with-an-agent function ends at 6PM! So I now cannot eat dinner because my money is still being “held” despite not receiving anything.

Hi there! That is not the experience we want you to have. Please write to us via Facebook at m.me/Grab so that we can look into your feedback. Thank you.

I’ve been traveling around Asia for a couple of months now and have been using grab the whole time. The app is great and makes travel much easier, but I do have a problem with it.

Every time a user cancels a ride, it decreases some kind of score the user has. This is a problem, because there have been multiple times that I have had a driver bail on me and tell me that I have to cancel the booking in order to get another ride. After canceling maybe 4 or 5 rides over the course of a couple months, it is now much harder for me to book a grab compared to other users. I have had to retry booking multiple times, sometimes to no avail, when others I’m with were able to get a grab immediately. As a solo female traveler, this puts me at risk of getting stuck somewhere and possibly putting me in danger if I’m traveling at night and need to get away from a place.

There should be some way that the user can cancel a booking without getting penalized, especially if the grab driver forces you to cancel before you can get another ride. Or at the very least, the user’s score should be known to them and there should be a way to repair the score if it goes down. I wish the app were more user friendly in this way.

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 look into this? Thank you!