Grab
Reviews and Complaints

I made my first food order at 18:50. After that, the estimated arrival time was changed many times and it was canceled from the shop about 2 hours later. Next, I ordered the next food at 20:35.

The estimated time of arrival was changed many times and was canceled when the driver was not found at 23:00.

I can't cancel, but can I cancel without permission from the store and Grab?

If the first order was late, I could have searched for the next store if I could cancel it. Also, if I couldn't find a driver, I should have been able to go to a restaurant to eat if I could cancel without waiting for more than two hours.

I was kept waiting like an idiot for 4 hours and was at a loss at midnight with nothing to eat.

Is it possible to fully use the Grab service without making a reservation from the day before?

If you don't come even if you wait at least one hour, please make it possible to cancel.

We are waiting for your sincere reply.

I received a text messages from Grab saying that i used abusive words. I want to say that I did use some abusive words like (stupid, slow as [censored], [censored]). I will not deny any of that. What I'm frustrated about is the fact that Grab has responded to my report a week after it has created. It was created on 15 Jun. I got a respond from their email department asking the same images that I have informed the previous agents to attach it in the report. I expect them to go extra miles and check everything from the chats conversation. I wasted my time to chat with Sara, Aliff & Dian just trying to understand about the benefits of GRAB UNLIMITED SERVICE. But, none of them tried to explain to me clearly on how to use it and all of them keep repeating the same thing that they will escalate this to the relevant department and ask me to wait. First of all, no notification sent to me confirming that the report has been escalated. Then, i contacted back and got so frustrated with Aliff because he keeps on triggering me. He keeps asking me the same images i have sent to the previous agent. And again, I've been asked to give again the screenshot of evidence that shows why the voucher from Grab Unlimited hasn't applied to my order. I sent multiple images from the Reward section and from the checkout page. And now that it's over, I made a complaint and ask Sooriakumar to created a complaint for these 3 agents. But he ignores that request. So i sent a feedback from the Help Center option, and today, I got a message saying I have intolerable behaviour. Put myself in your shoe, receiving a slow reponse from your customer service agents and not getting clear information on the services you have provided. Furthermore, the issue you had with Malaysian rider versus Singaporean citizen that happens recently, indicates how ignorance GRAB can be. No matter towards to their rider, but towards their users as well. I will stop using Grab and and will share this ridiculous experience to everyone i know. I understand Grab is trying to be extra protective to their agetns. But i need Grab to understand why i reacted the way i did is because your services is very poor! I've been working as a customer service for 7 years and definitely I understand the feelings being an agent. But this is not a personal attack but more like a frustration to the lack of understanding & communication from your end. I have been loyal to Grab since 2016 until now and i got nothing in return but a being accused as an abuser by Grab. Fantastic! GOODBYE GRAB!

Last June 19,2023 We booked grab express from my Aunt's Adress from Makati to our address to Cainta . We decided to grab express the parcel so that is not hassle to commute from Makati To Cainta. Upon the rider received the parcel and payment he cancelled our booked. already reported it but no action from grab support the ticket number is [protected].

At 521pm today 18/06/2023, I internal staff from Grab call me regards to my suspension of my account. I can’t really recall her name as her name sound weird. I have already explained clearly about the issue of miscommunication done by Grab getting one Malay staff to call and in a while a Malay staff by the name of Nasir Hamee to email me. Causing me to be confused and angry thinking it was the same person as he didn’t mention his name very clearly. The one that called promised to reactivate my account in 2 hours as I went done Tampines Grab office to clarify the issue and to appeal to reopen my account as I needed badly in shortage of my rental which is due on 18/06/2023 the very same day my account was suspended. Grab message to me was it will be reopen within 2 hours on the phone. And after a few moment got an email saying it will be reopen tomorrow which piss me off as I needed to pay my due rental. So I replied the message thinking it was the same person that called me and promised to reopen within 2 hours. So I mention that he is a pig that why he can’t understand why I went through all the hassle and time to go all the way down to clarify to get my account reopen. So this lady staff demanded an apology from me to Nasir Hamee as it was not him that called. Why should I apologise as a Partner for the mistake that Grab has done to make me confused and angry. Since my account already open , I decided not to pursue the matter. Now the lady staff called not to investigate but demanded an apology from me to Nasir. I said No as it was a mistake done by Grab side and I only mention he is like a pig not understanding simple English. The lady staff said she will write a report to submit to the revelant department. I said feel free as I did nothing wrong just desperately need my access to my account to work. And now at 8pm my account is suspended again without any notification from the internal lady staff. Please do help me to I investigate as it is a great loss of income to me for the mistake that Grab has made. Please sincerely look into this matter and let fairness to be done . Appreciated.

On June 14. 2023 at 9:04pm, I booked a ride for my sister from the ADB tower, Ortigas to Fairview. My sister did not know that it was already been paid through credit card that was in the app. The driver still charged her and asked for cash. My sister paid 609.00 cash. The driver should see that it was already paid for in the app but he was not honest about it.

I had booked a grab ride on the morning of 27 May and was cancelled on by the driver without compensation. Thereafter I tried grabshare but had to cancel it immediately because the ride had 2 other riders in them and I’d have been late if I had taken it. The driver wasn’t even on his way to my place when I cancelled the ride. Grab charged me for cancellation and the customer service staff Amir Zaini refused to help with my clarifications on not being compensated for being cancelled on by the driver earlier and not helping me with my request to waive the unfair penalty charges. I also had to reached out to the customer service twice in order to get a response. This is the second time in a month I had encounter issue with Grab customer service.

I book a grav from Toa payoh library to suntec city n the fair stated 8.80 ,the driver went to wrong pick up point n can't locate me ，he than drove off n luckily I call n he turn back. In fact after I got driver ,I did send a msg to him saying I'm infront of toa payoh library taxi stand F06 n I even called n for that grab charge me extra $3 for being late nvm I boarded the taxi n told him if possible try to make it fast cuz I'm late for work n he told me his order from the system is from toa payoh library to toa payoh library ,its ridiculous n if I want to go suntec another charge $14.80 meaning I've to pay $8.80+$3+14.80 juz from toa payoh to suntec hve bought this issue up to grab n nv respond ,saying will check but no

Horrible , earn moni not in this way

Lately, I have had numerous issues with Grab Food delivery and Grab Customer Service in Bang Lamung, Chonburi, Thailand.

The first problem happened quite a while ago, when I ordered a pizza one evening and the driver arrived in the rain, with the pizza in his box with no bag. The pizza was pretty much destroyed it had been flipped over in the box and the box was soaking wet. I paid 366 baht for the pizza and couldn't or wouldn't eat it. So I contacted Grab, sent in the pictures of the food and the receipt. They gave a case number and I elected to have the money sent back to my bank account. Months later and the money never arrived. So I sent a message and refused to use Grab until they refunded my money. But to my knowledge the money was never returned.

More recently I moved to a new house not far from my old house. Maybe 5 kilometers away. Last month (April) I ordered a pizza from a local place and had it delivered. I ordered 2 large Hawaiian pizzas with corn added. The total was 455 baht. The restaurant called me to ask if 1 large and 2 small pizzas would be okay? I said that would be okay. They sent me 3 unbaked pizzas. The dough was still white and raw. It wasn't finished baking at all and tasted just like unbaked dough. I contacted Grab, sent the pictures, sent the receipt and about 10 days later while I was registering ANOTHER complaint, simultaneously Grab custom service sent me a message regarding the refund/rewards for the pizzas from 10 days ago. They gave me credit for less than the cost of my order... like 440 baht. The only thing is that they gave me the credits in 100baht increments. So I received 4x100 and 1x40 baht rewards. So now I had to make 5 separate orders to use my refunds/rewards.

It's a scheme that Grab does so that you have to keep using their service and pay for multiple deliveries because in the App you can only use 1 rewards/refund per order.

So doing the math if you have to make 5 orders to get your refund then you have to also pay Grab 5 deliveries as well. If the average delivery is 30baht then 150baht of your refund/reward goes back to Grab. In my case that was 440baht-165baht for the five deliveries, which means that not only:

1) You get screwed on your food when you order it using Grab.

2) They take your money and don't give you the food that you paid for. Or it's damaged, either way you're not eating anything but you're still paying for food.

3) Now you have to open a case and add pictures and receipt, then wait for a very long time for a response. Sometimes they never respond unless you send multiple inquiries.

4) If they do issue you a refund/reward (it's not really a 'reward', it's a damn refund). Rewards are for doing something. Refunds are refunds... for mistakes. Then they only issue partial refunds compared to the monies spent.

5) On top of all of that and then to add insult to financial injury, they break the refund/reward up into small segments so:

A) You cannot order something of equal value with your refund/reward.

B) You have to make multiple orders to insure that the Grab drivers will continue to get delivery fees, which also decreases your refund/reward amount.

Grab is the most dishonest, rip-off company that I have ever dealt with on a consistent basis while living here in Thailand for the past 5 years.

The most recent ripoff by Grab was on May 3rd. I ordered some Curry Chicken from a local place that has really delicious food. I order from there at least 3 or 4 times per week. The Grab driver gave me the wrong order, so I called the restaurant to ask what had happened. The restaurant assured me that they gave the driver the correct order and that she must have simply handed me the wrong order. About 15 minutes later the driver sent me a message asking if my food was wrong. I told her yes, its the wrong order that you gave me and I have already ordered a new order from the restaurant. She laughed and apologized and said that she was already off work and that she would contact me the next day and bring me something to replace it. But she never did contact me. So I contacted Grab and told them what had happened. 6 days later grab sent me a "reward" for 205baht. The total amount that I spent was 450baht because I had to order twice (205x2=410baht) and I tipped both drivers 20baht. So (410+20x2=450). I had to walk down to the street 4 times and spend 6 dats waiting for a reply and hours upon hours of writing messages back and forth. NOW, just this evening I got a message from Grab they gave me rewards/refunds of (1x100baht +1x70baht +1x25baht and 1x10baht=205baht) But what they failed to understand is that I used a 100baht reward from the previous pizza issue and they are refusing to give it back to me. They actually owe me 305 if I forget the tips. (I always tip the drivers, even when they make mistakes)

My point is that incrementally, Grab steals from it's customers on refunds/rewards... not to mention all of the headaches involved in trying to get the refunded money. So, I'm cancelling my Grab account right after this is posted. In Bangkok Grab was reliable but we also had Food Panda, which I liked much better than Grab. But in Chonburi, there is no Food Panda. And Grab is horrible. Grab customer service isn't much of a service at all, to it's customers. They always try to short the customers on the refunds. Paying back less than was spent in the product that was ordered. That's why I never use my bank account or credit card with Grab... Cash Only! I've included pictures or wrong food and damaged foods and messages from Grab support.

Hi good day! We submit application last month to your email we are applying for grab merchant all requirements already sent to your email, we just want to follow up for our application since we didn't receive any feedback from you, when we check our application status still on waiting for the contract. Please assist us thank you!

Can you please give me someone who can I call to help an assistant.

Thank you.

Downloaded Grab app in UK and arrived in Phillipines. Purchased and registered new Sim card. Now cannot use Grab.

Account is suspended. No reason given. Made appeal but company still gives no reason. My email is [protected]@msn.com. I last used Grab in Malaysia December 2022. Please unlock and explain. Need to use service urgently. I am currently on holiday from UK

9th Feb'23 I have place order for kuih at Apam balik & keria telok mas - jalan seri emas 1, Melaka, grab couldnt catch my exact location so my location is not similar as per grab shown, I known this well and send a chat to this driver on my house information immediately upon the delivery, although he seen my chat and never respond any, he tooks long time to reach my place and after come to my house, he scold us although we ask sorry and show face. I would strictly place a complaint for this driver for his rudenes, kindly take action on this. Thanks. please find the driver information below :

Name : Mohammad Rizuan Bin Zainal Abidin (MDK5803)

Phone Number : [protected]

It was a nightmare when your blessings to family members turned out to be a burden. I sent Gift Vouchers to my family members with a value of $100 per recipient. Recipients then chose the denomination so naturally they chose multiple of $10s. To their shock, they were only allowed to use one voucher per transaction. This is an unethical business ethnic if the intention was to have the users spend more clocking in multiple transactions. Even CDC vouchers also can be used in multiples. I don't understand why Grab vouchers was not designed for convenience of consumer as that would be the company's Vision and Mission.

Today my wife ordered needed to get to the hospital. She ordered a Grab to take her from Teluk Bahang, Penang. A driver in Balik Pulau took the order, but then after 15 minutes had still not begun moving to pick her up. She was unable to request another driver as long as he hogged her request.

Finally she had to cancel and consider walking to a bus stop. I remotely ordered a Grab car to pick her up. A driver very near to my wife's location almost immediately accepted the job and my wife prepared to go with him. But after many minutes he too had not moved. He WOULD NOT CANCEL, but sent a cryptic message merely saying, "Sorry, below cost." What was that supposed to mean? I didn't know. So, I inquired. After more time and repeated message with the Grab driver not canceling, he said, "Yes, try another driver." See attached screenshots of the message exchange below. This feels very much like customer betrayal.

Dave Ray +[protected]

Hi,

I ordered some food in Bulalo Express today and decided to choose the self-pick-up option. I was using grab pay as mode of payment. The store was preparing the food I ordered when I unfortunately swiped the "order collected" tab. Though it says it was cancelled, I got charged and it was deducted in my grab pay wallet.

It was confirmed by the store when my colleague picked up the food I reordered that they haven't charge any for the first and that I have to contact grab directly.

Looking forward the amount deducted can be returned. Thank you!

Dear Sir/Madam,

An unauthorised transaction occurred in my credit card. Details as follows:

10-Nov-2022 Grab* A-46FBTUBWWFQU Singapore SG SGD 24.80

Kindly investigate and advise me.

Looking forward to your reply.

Thanks

Anpa

I was checking on rate and accidentally booked a cab but i cancelled immediately within 3 second.

But i was charges $10.30 in my credit card.

My grab history show no booking and no rides for the day.

Please check and revert soon.

Date: 18/10/2022

location: 1004 toapayoh north

time: 1.06pm

attached is the deduction message from my credit card.

Angie loh

[protected]

I ordered Nanking Beef at North Park Market Market Via Grab, unfortunately I asked my father to received it for me since I'm working on my laptop. To my surprise I only received the soup, so I immediately raised a ticket around 9:04 pm. Up to this time 10:14 I haven't received any reply from the raised ticket. IT WAS A FOOD and they have to be responsive! How can i eat a noodle without a noodle on it? NO Customer Service Hotline for both GRAB and North Park. Too disappointing.

You have one of your riders who goes around the University of the Philippines in Diliman. Quezon City posing as one of its security personnel (Special Secretly Brigade) to extort money from coupes in vehicles with his allegation of lascivious acts within their parked vehicles. He uses this very motorcycle with the Grab box in place. Please handle this before he ruins the name of your company

Please attached screenshot.

Your driver by the name of Christopher Hia claimed that he pick up a pax booked 2 stops but reversed drop off. He might have informed the first who is new to grab booking that he is changing the routes but he didn’t informed the pax to make the changes in the app so that a new fare could be recalculated based on new route. I call this deliberate cheating! Yet your driver still post on Facebook and make your customers look stupid! Most new customers doesn’t know how to make changes on your app or not familiar. You and your drivers should not take advantage!

On 5 Aug'22, I called for Grab to take me to work but the grab driver did not know the place where I was waiting. The Grab driver then cancelled the booking, but the fee was still charged and money was taken away from my account despite I have reminded Grab Facebook messenger three times. I had to call a second grab and this time it was smooth. My office is far from any station and no public transport available except Grab. At around 11am, Grab then intentionally suspended my account and will not refund my money. I have filed a complaint to my bank and will wait for their next response whether to lodge police report or not as Grab has committed a criminal act by stealing customer's money without authorization and purposely using suspension of account to avoid refunding the stolen sum. I am appalled at how inconsiderate Grab Malaysia is at suspending customers' account. I am stressed, depressed and anxious as I do not have another form of transportation to work. This will affect my commute to work big time. Shame on you Grab Malaysia!