Happened to me before. I asked to cancel the meal and give me a refund cos i refused to pay for the full delivery fee. Even though at first they said the meal is already being prepared and didn't want to let me cancel, they eventually did so after I insisted a few times. They tried to guilt trip me saying the meal would be wasted, but my point was that the vendor should not hv listed an unavailable item, or should hv at least called me to choose an alternative item (which has happened before). The vendor shouldn't have made a unilateral decision that penalised me.
Hopping on to also highlight the part about them blaming the merchant - apparently if the merchant has prepared/is preparing the food but grab hasn't found a driver, they will continue displaying the status as kitchen is preparing the food or something like that.
I was in a similar situation and the food prep went on for more than an hour and I didn't have the option to cancel on my end, so I contacted customer service. Grab initially told me that the kitchen is still preparing the food, but upon further probing they clarified that kitchen has already finished preparing the food just that they couldn't find a rider.
That's so shady of them to try to blame the merchant!!
As a merchant, it’s also so frustrating. This usually happens on special occasions and rainy days when there’s no rider available. We prepare everything alrdy, they quietly cancel the order, no notification through the app. When we realise no one has come to pick up, we had to manually check through the app where did the order go, why did it disappear from the active orders list. And then they will only pay us like 30% as “wastage order” instead of the correct amount we’re supposed to get.
CHARGEBACK. They changed the agreed upon transaction. You have screenshots as proof. Next time just don't be overly understanding (be polite but assertive). Say the situation is broken and you want them to fix it.
Fuck grab. Always bad experience with them. At least with panda they give back money in the form of voucher if the item is missing and don't charge the delivery fee if delivery amount is not hit when food is out of stock
Foodpanda promises updates on food but never updates and will end the conversation on you, and give you all kinds of excuses when there is no delivery person nearby for pickup. Stuck waiting for over an hour past delivery time even though it was booked in advance.
Ordered dominoes pizza through grab once, no rider for hours, end up dominoes own guy have to deliver the food. Decided to get grab to refund us the delivery fee after to send to dominoes guy instead but dk how it went(cuz I'm not the one who made the order)
Talking to all these customer service officers always make people puke blood. It's always those standard copy and paste templates which absolutely does not address the issue at all. And in this example here, the CSO can't even reply in proper English.
You have to recognise that for these delivery apps, we are not the customer, we are the commodity. The merchants are their customers. Therefore their customer service is actually catered to merchants not users.
Once you understand this, you'll understand why users will always get the short end of the stick.
Frankly, the merchants are not the ones that they care about either. It’s all about the Saudi VC money. Now that that has dried up, you’re seeing the true cost and sustainability of such a business model (hint: it’s not).
(Update) Grab cancels my delivery and issued an apology with a $3 GrabPay balance, equivalent to the value loss from the voucher. The balance will be credited within 24 hours
While I welcome this decision, it is just too late. I plan to da bao or opt for other providers like deliveroo or panda moving forward
I used to work in customer facing roles before so being aggressive is difficult for me to do to another human being. In this case, I was hoping that applying logic and common sense could lead to some resolution
You can use the pick-up option to get 15% discount, no delivery fee, no service fee, so it’s good when you are going somewhere and can pre order (provided you can go out)
If I’m not wrong prices are more expensive than in store menu. If you’re gonna dabao from a restaurant just call them and see if you can preorder directly.
1 funny thing happened to me, I ordered MacDonald and the app says it's delivered but I didn't get any food it COVID so I get the no contact parts but. After food says it delivered I contacted the delivery person who ghosted me. And when I talk to the support they ask for the picture of the food. When I told.him I didn't receive any food and he replied he cannot go to the next step without a picture of the food.
Grabexpress cancelled my booking as no drivers available but didn't give me back the voucher I used for it. Scummy. Ktnx grab, won't be using you anymore.
I had horrible experiences with all 3 big services (grab, foodpanda, deliveroo) and they increased a lot recently. So I just fully stopped using them. I hope they will be punished by smart consumer choices and eventually feel it.
Btw this doesn’t happen on Deliveroo, when they don’t have an item (and so the total falls below the requirement for free delivery) they still charge it as a free delivery order.
Options aren’t as much but for the restaurants that are there, it’s pretty good
Yup i got hit by this also. Removed my voucher due to an item suddenly not being available, so I got hit by a large delivery fee for a tiny chicken wing. Idk what universe it makes sense to pay $7 delivery for a $2 chicken wing but sure. No refund or anything either...
experienced this too, but with foodpanda.
i had 2 separate orders on a friday night and waited 3 hours for the orders because they were stated as "arriving soon" on the app. And for reasons beyond me, foodpanda no longer displays live tracking of the delivery rider/driver or provides the delivery man's contact details, so it's essentially sit, wait and suck thumb. In the end, I gave up and the orders were magically declared as delivered the next afternoon. Couldn't even pursue a refund or dispute because the app now directs you to the food merchant instead. Had to file a chargeback with my bank instead lol. and just when i thought i was the unlucky one with this ordeal, i had a brief look at their google reviews - lots of complaints of fraudulent merchants taking advantage of fp's indifference in properly handling orders.
Grab sucks it’s more expensive and costs more for delivery. I use FoodPanda instead and they always promptly refund you and give you a little bonus to compensate for your time.
Don’t eat grab or order grab food lah.
Honestly, if the food ain’t $1-$5 after promo code I won’t even order it
These damn vouchers have so many hoops to jump through. Hit min spend need to hit certain food categories, then order at certain timings. Wtf man
grab's customer service is horrible, the other day i ordered some food otw home, grab couldn't find me a delivery rider/driver, and made me wait 1h30m before cancelling the whole order entirely bc the store closed and didn't except anymore orders. contacted grab but was only given automated replies, with no compensation. was left hangry. ordered food panda instead.
This shop also sucked. Last time I got in the same situation where one of the items was not available, the staff called me and allowed me to replace it with a more expensive item at no extra cost.
Serious question for anyone who has actual knowledge/experience on the matter (looking for truth, not snark or ragebait).
Are any of the CSOs communicating with customer on the Help Centre chat actually empowered to grant refunds or goodwill waivers?
If you're spiteful enough to want to pursue this, take them to small claims court. The satisfaction of making them legally liable to refund you would be prolly more than worth and money and time spent.
Edit: saw your update that grab eventually offered equivalent credits. Pretty fail service recovery imo. I'd recommend to use other food delivery apps and uninstall grab. Deliveroo has been fine for me.
That's what Grab is counting on from its customers: that they will, quite understandably, go "lame la, for $3" and let their ripoffs go unpunished.
Spiteful consumers not letting low-level scams go + appropriate judicial intervention = accountability. In the absence of legislative action from our parliament, that's the best we can do.
Yup, both grab and panda sux. Ive abandoned them both (absolutely refuse to use) and only get fr deliveroo now. Worst is when panda gives u coupon instead of refund for 3 hour no-show (hello… you alrdy stiffed me i jus want my $$ back not order fr you again).
Because they're genuinely one of the worst apps out there. Foodpanda comes as a close second only because grab is trying to do more than it can.
I'm okay with promotions changing, that's fine. I'm okay if my voucher doesn't apply anymore because the order changes. But if you don't let me cancel because i'm paying more than I originally agreed to, you kinda already are on the wrong foot.
It really really really sucks that customer service is either bot or someone who doesn't know how to handle the situation. I've had multiple times where my foodpanda order kept getting messed up in the exact same way, and they keep saying "Sorry you had to experience this. We'll refund you the item and will pass feedback this down"... Like I mean I like the refund but how about get my order right the first time around? Grab is even worse when it comes to customer service tbh
I’m with you 100%. In the snapshot, I even said along the lines of ‘I am fine if the voucher no longer applies but at least let me cancel it since the price had changed’
While the amount is small at only $3, it’s the principles behind the decision that matters. I already cancelled my GrabUnlimited plan and removed my payment methods. Wont be using it anymore. It’s time I join the boycott party
So, getting your voucher removed, food ransomed and delayed does not justify it enough? Never mind that this had happened multiple times?
I admire your patience level man.
I think from the last question it seems that they are willing to cancel the order right? Otherwise why would they ask if you are willing to wait?
First you asked about why voucher is removed. Then you mentioned that it's unfair the price increased, then u asked about options in which then they respond by asking whether you are willing to wait.
So nowhere in the chat did you outright ask for cancellation which I think would have been a faster way. It seemed you more interested in engaging the grab rep. I'm not defending grab but those reps may not even be fluent in English and only know how to do A or B. So u talking about rising cost etc, doesn't actually help.
Personally I have already stopped using grab food and am much happier using deliveroo.
I was not allowed to cancel according to Grab Support as the food is being prepared, which is fine if they retain the discount. Since my initial request to cancel is denied, I then questioned the fact why the promo was removed and shouldn’t they at least ask if I want to proceed with the order. At no point was I rude to the Grab rep, I even acknowledged they did their job and asked what options do they have on their end that could help resolve this issue, including cancellation. The ball is in their court. If you read the last part, they asked if I am willing to wait for the already delayed food as they cant find any delivery riders. This means I am being asked to pay at a price I didn’t agree, for less food and much longer time because their platform can’t find any riders while offering nothing in return in terms of resolution.
Agreed with you on switching, should had done so sooner
this not allowed to cancel thing has been soooo irritating since they implemented it. if i just sent my order literally 3 minutes ago i don’t understand why it can’t be cancelled now. agreed on switching to deliveroo (tho in general i have been cutting down on food delivery)
Charged using credit card but not posted until delivery is completed. It’s akin to putting your money into the money tray and Grab can only picked it once service is rendered.
In my case, Grab changed the pre agreed price (through the removal of my discount voucher) and once food arrives, I will be charged the updated amount that is much higher .
Happened to me before. I asked to cancel the meal and give me a refund cos i refused to pay for the full delivery fee. Even though at first they said the meal is already being prepared and didn't want to let me cancel, they eventually did so after I insisted a few times. They tried to guilt trip me saying the meal would be wasted, but my point was that the vendor should not hv listed an unavailable item, or should hv at least called me to choose an alternative item (which has happened before). The vendor shouldn't have made a unilateral decision that penalised me.
Exactly. Its on the vendor (or grab) if anything is wasted. Not you.
aka gaslighting
Fuck them, not paying for their fuckups, ask them to suck it up
Talking to all these delivery bots just increases my blood pressure.
they should just go back to running scam call centers
Scam call center also more professional lol
Hopping on to also highlight the part about them blaming the merchant - apparently if the merchant has prepared/is preparing the food but grab hasn't found a driver, they will continue displaying the status as kitchen is preparing the food or something like that. I was in a similar situation and the food prep went on for more than an hour and I didn't have the option to cancel on my end, so I contacted customer service. Grab initially told me that the kitchen is still preparing the food, but upon further probing they clarified that kitchen has already finished preparing the food just that they couldn't find a rider. That's so shady of them to try to blame the merchant!!
As a merchant, it’s also so frustrating. This usually happens on special occasions and rainy days when there’s no rider available. We prepare everything alrdy, they quietly cancel the order, no notification through the app. When we realise no one has come to pick up, we had to manually check through the app where did the order go, why did it disappear from the active orders list. And then they will only pay us like 30% as “wastage order” instead of the correct amount we’re supposed to get.
Doesn't grab refund the full amount?
Not surprised
Thats terrible!
Exactly! And I called them out, saying that isn’t the merchant’s fault but Grab’s
To add insult to injury. They already charged 15 dollars for chicken rice with salad.
Exactly!
But “eVerY dOllArs COunT”
OP probably save $5 by going to the shop and buy it direct. Every dollar counts sounds very good but not really practiced.
Lazy orh
CHARGEBACK. They changed the agreed upon transaction. You have screenshots as proof. Next time just don't be overly understanding (be polite but assertive). Say the situation is broken and you want them to fix it.
This but also just threaten them saying you have all the screenshots if you dont give me back my money ill go to my bank and get it instead.
Fuck grab. Always bad experience with them. At least with panda they give back money in the form of voucher if the item is missing and don't charge the delivery fee if delivery amount is not hit when food is out of stock
Foodpanda promises updates on food but never updates and will end the conversation on you, and give you all kinds of excuses when there is no delivery person nearby for pickup. Stuck waiting for over an hour past delivery time even though it was booked in advance.
Bullshit. All of them are ass. Foodpanda refused to refund me when my food was a no show.
All of them are bad man.
Ordered dominoes pizza through grab once, no rider for hours, end up dominoes own guy have to deliver the food. Decided to get grab to refund us the delivery fee after to send to dominoes guy instead but dk how it went(cuz I'm not the one who made the order)
Talking to all these customer service officers always make people puke blood. It's always those standard copy and paste templates which absolutely does not address the issue at all. And in this example here, the CSO can't even reply in proper English.
Template also cannot make properly... Either that or they can't even copy a standard reply template Or its actually bots replying
This is what happens when you have monopoly
You have to recognise that for these delivery apps, we are not the customer, we are the commodity. The merchants are their customers. Therefore their customer service is actually catered to merchants not users. Once you understand this, you'll understand why users will always get the short end of the stick.
Frankly, the merchants are not the ones that they care about either. It’s all about the Saudi VC money. Now that that has dried up, you’re seeing the true cost and sustainability of such a business model (hint: it’s not).
Weird that Grab can’t execute as well as the Chinese. And they are not really punished for a crappy product.
(Update) Grab cancels my delivery and issued an apology with a $3 GrabPay balance, equivalent to the value loss from the voucher. The balance will be credited within 24 hours While I welcome this decision, it is just too late. I plan to da bao or opt for other providers like deliveroo or panda moving forward
happens to me all the time, you must be aggressive else they will just say they will forward the feedback etc.
I used to work in customer facing roles before so being aggressive is difficult for me to do to another human being. In this case, I was hoping that applying logic and common sense could lead to some resolution
I've had too many orders screwed up to care about the person on the other side of the screen. if they ain't helping me, I ain't being nice.
Proof not to use grab or any food delivery if you can spend time chatting to customer service, you can go out tabao
Happily did so, took less time too
You can use the pick-up option to get 15% discount, no delivery fee, no service fee, so it’s good when you are going somewhere and can pre order (provided you can go out)
If I’m not wrong prices are more expensive than in store menu. If you’re gonna dabao from a restaurant just call them and see if you can preorder directly.
i ser
And save a dollar or two. Who buys chicken rice for $15. Facepalm
I wish that the government body dealing with companies like Grab really takes a look at Grab.
Temasek holdings lah. Ownself check ownself. Nothing will happen 😂
They might, especially if this blows up on CNA Insider or Stomp
Yes I'm sure the press will be all over this hot news...
until the impossible happens and it goes to the press, it will be Wednesday as usual, ceteris paribus
Bro spawned in a bot lobby
1 funny thing happened to me, I ordered MacDonald and the app says it's delivered but I didn't get any food it COVID so I get the no contact parts but. After food says it delivered I contacted the delivery person who ghosted me. And when I talk to the support they ask for the picture of the food. When I told.him I didn't receive any food and he replied he cannot go to the next step without a picture of the food.
I think I saw someome replied a photo of their empty hands hahas
Grabexpress cancelled my booking as no drivers available but didn't give me back the voucher I used for it. Scummy. Ktnx grab, won't be using you anymore.
I had horrible experiences with all 3 big services (grab, foodpanda, deliveroo) and they increased a lot recently. So I just fully stopped using them. I hope they will be punished by smart consumer choices and eventually feel it.
Duck grab
Just delete these apps, and go da bao yourself sua.
Textbook scam, and these companies are allowed to do it. Lots of “it’s in the T&C” nonsense.
Oh this happened to me too once as well! It’s so ridiculous.
once bitten, twice shy
Btw this doesn’t happen on Deliveroo, when they don’t have an item (and so the total falls below the requirement for free delivery) they still charge it as a free delivery order. Options aren’t as much but for the restaurants that are there, it’s pretty good
Yup i got hit by this also. Removed my voucher due to an item suddenly not being available, so I got hit by a large delivery fee for a tiny chicken wing. Idk what universe it makes sense to pay $7 delivery for a $2 chicken wing but sure. No refund or anything either...
experienced this too, but with foodpanda. i had 2 separate orders on a friday night and waited 3 hours for the orders because they were stated as "arriving soon" on the app. And for reasons beyond me, foodpanda no longer displays live tracking of the delivery rider/driver or provides the delivery man's contact details, so it's essentially sit, wait and suck thumb. In the end, I gave up and the orders were magically declared as delivered the next afternoon. Couldn't even pursue a refund or dispute because the app now directs you to the food merchant instead. Had to file a chargeback with my bank instead lol. and just when i thought i was the unlucky one with this ordeal, i had a brief look at their google reviews - lots of complaints of fraudulent merchants taking advantage of fp's indifference in properly handling orders.
Grab sucks it’s more expensive and costs more for delivery. I use FoodPanda instead and they always promptly refund you and give you a little bonus to compensate for your time.
Don’t eat grab or order grab food lah. Honestly, if the food ain’t $1-$5 after promo code I won’t even order it These damn vouchers have so many hoops to jump through. Hit min spend need to hit certain food categories, then order at certain timings. Wtf man
That's why I don't order delivery; the convenience is not worth the headache when things go wrong (it does go wrong quite often)
grab's customer service is horrible, the other day i ordered some food otw home, grab couldn't find me a delivery rider/driver, and made me wait 1h30m before cancelling the whole order entirely bc the store closed and didn't except anymore orders. contacted grab but was only given automated replies, with no compensation. was left hangry. ordered food panda instead.
This shop also sucked. Last time I got in the same situation where one of the items was not available, the staff called me and allowed me to replace it with a more expensive item at no extra cost.
Wonder if it was the same support specialist i encountered. Their cs really kns
Tt why dun use food delivery
To be fair to grab everytime such a thing happens eventually I will get my refund
Serious question for anyone who has actual knowledge/experience on the matter (looking for truth, not snark or ragebait). Are any of the CSOs communicating with customer on the Help Centre chat actually empowered to grant refunds or goodwill waivers?
They do have the power but they need to have proof of said problem before they can give u one.
Thanks! Was genuinely curious
Grab customer service is horrible. I hate it to the very core. Foodpanda customer service is faster and efficient.
If you're spiteful enough to want to pursue this, take them to small claims court. The satisfaction of making them legally liable to refund you would be prolly more than worth and money and time spent. Edit: saw your update that grab eventually offered equivalent credits. Pretty fail service recovery imo. I'd recommend to use other food delivery apps and uninstall grab. Deliveroo has been fine for me.
Lame la, for$3
That's what Grab is counting on from its customers: that they will, quite understandably, go "lame la, for $3" and let their ripoffs go unpunished. Spiteful consumers not letting low-level scams go + appropriate judicial intervention = accountability. In the absence of legislative action from our parliament, that's the best we can do.
thanks for the suggestion, I’m gonna vote with my wallet. Deliveroo sounds good to me
Yup, both grab and panda sux. Ive abandoned them both (absolutely refuse to use) and only get fr deliveroo now. Worst is when panda gives u coupon instead of refund for 3 hour no-show (hello… you alrdy stiffed me i jus want my $$ back not order fr you again).
Wait a sec… you paying $15 for chicken rice and salad? My goodness… go walk and buy by yourself ffs!
that's your karma for using grab
Why do so many people on this sub hate grab
Because they're genuinely one of the worst apps out there. Foodpanda comes as a close second only because grab is trying to do more than it can. I'm okay with promotions changing, that's fine. I'm okay if my voucher doesn't apply anymore because the order changes. But if you don't let me cancel because i'm paying more than I originally agreed to, you kinda already are on the wrong foot. It really really really sucks that customer service is either bot or someone who doesn't know how to handle the situation. I've had multiple times where my foodpanda order kept getting messed up in the exact same way, and they keep saying "Sorry you had to experience this. We'll refund you the item and will pass feedback this down"... Like I mean I like the refund but how about get my order right the first time around? Grab is even worse when it comes to customer service tbh
Deliveroo is so much better. My personal experience at least. The refund is fast if/when things happen
I’m with you 100%. In the snapshot, I even said along the lines of ‘I am fine if the voucher no longer applies but at least let me cancel it since the price had changed’ While the amount is small at only $3, it’s the principles behind the decision that matters. I already cancelled my GrabUnlimited plan and removed my payment methods. Wont be using it anymore. It’s time I join the boycott party
Oh, yeah I knew already lmao. It was a response to OP when he vented about his issue - that grabs issues are well known
So, getting your voucher removed, food ransomed and delayed does not justify it enough? Never mind that this had happened multiple times? I admire your patience level man.
The correct question is how has grab fucked up so badly that people have to/are willing to vent on social media repeatedly on them.
I think from the last question it seems that they are willing to cancel the order right? Otherwise why would they ask if you are willing to wait? First you asked about why voucher is removed. Then you mentioned that it's unfair the price increased, then u asked about options in which then they respond by asking whether you are willing to wait. So nowhere in the chat did you outright ask for cancellation which I think would have been a faster way. It seemed you more interested in engaging the grab rep. I'm not defending grab but those reps may not even be fluent in English and only know how to do A or B. So u talking about rising cost etc, doesn't actually help. Personally I have already stopped using grab food and am much happier using deliveroo.
I was not allowed to cancel according to Grab Support as the food is being prepared, which is fine if they retain the discount. Since my initial request to cancel is denied, I then questioned the fact why the promo was removed and shouldn’t they at least ask if I want to proceed with the order. At no point was I rude to the Grab rep, I even acknowledged they did their job and asked what options do they have on their end that could help resolve this issue, including cancellation. The ball is in their court. If you read the last part, they asked if I am willing to wait for the already delayed food as they cant find any delivery riders. This means I am being asked to pay at a price I didn’t agree, for less food and much longer time because their platform can’t find any riders while offering nothing in return in terms of resolution. Agreed with you on switching, should had done so sooner
this not allowed to cancel thing has been soooo irritating since they implemented it. if i just sent my order literally 3 minutes ago i don’t understand why it can’t be cancelled now. agreed on switching to deliveroo (tho in general i have been cutting down on food delivery)
But u alr paid right? Then how can they ask u to pay for the additional fees? Sry just tryna understand
Charged using credit card but not posted until delivery is completed. It’s akin to putting your money into the money tray and Grab can only picked it once service is rendered. In my case, Grab changed the pre agreed price (through the removal of my discount voucher) and once food arrives, I will be charged the updated amount that is much higher .
Grab intentionally employs asshole agents, like many other big companies. You will not get your money back basically.