Scammed by GrabFood

I don't think I will be using Grab Food anymore because recently, I am pretty sure I got scammed by one of the delivery guys and Grab has decided to take their own sweet time to deal with the issue.

It has been almost 3 weeks since and I still have not gotten a refund.

So just some background.

18th June

Work had just ended and I was waiting for my bus at the bus stop near my office, decided it would be a good time to just order my dinner via Grab, picked the "Saver Delivery" to save some money and figured by the time I reach home, the food will either be at my door step or at least be about to reach.

I selected my stuff from one of the Mix and Match option, confirmed the order and just didn't really bother to keep track of it until I was at the lift lobby of my condo, I opened the app and noticed that the delivery guy was 10 minutes away, I could track him on the app and he wasn't really anywhere near my block, but not even 10 seconds later, the order was suddenly marked as delivered.

I thought maybe the guy had delivered the item, but then forgot to update his side as completed, so he might have done that when he was already on the road. 

I headed up to my unit and realize that the food wasn't there, I gave the delivery guy the benefit of the doubt and thought, maybe he accidentally press the delivered button but is still on the way because this had happened before a few times with some of the deliveries, so I went to take a shower and after my shower,  checked my main door again to see if the food was there, it wasn't.

A bit confused as to what was going on, because it had already been 15 minutes since the order status was updated to "delivered", I decided to reach out to the delivery guy via the app if there was an error on the app, he replied and told me...

"No error, I already delivered."

... I then asked him if he had maybe delivered it to the wrong address because I didn't receive anything, but he insist he did,  and that he had left it on the black chair outside my main door, I took a photo of the chair and asked him if that was the one he left it on, thinking he might reply... 

"Sorry, I think I delivered to wrong place."

... but he simply replied with "Ya", and that was it. I was really annoyed at this point because it was already 8.30pm, I was hungry and my food wasn't here, so I asked him to provide me with photographic evidence that he left the food on my chair, because that is their standard practice, if you had been instructed to leave the food at the main door, you take a photo of the food at the main door as evidence and then send it to the chat, this fucker just left me on read because he didn't have any photos.

I immediately reported the issue to Grab, thinking I will be able to get a refund within the hour, because from my own experience, that's usually how quickly they are able to deal with "missing order" issues.

19th June - 1st Contact

No updates on my case after a whole day, so I reached out to a Grab Specialist via the app, thinking they could resolve my issue faster.

I shared the issue with the specialist Crystine, who apologized for the experience and told me she will escalate this issue to Support and update me via email once there is an update.

Zero Updates from Grab's side

24th June - 2nd Contact

I reached to a Grab Specialist again via the app to get an update on my case. 

This time I was connected to Kate, she checked my issue and told me they were still working on it, I was a bit upset because this was taking quite a while to resolve. It had almost been a full week by this point and there had been zero updates on their side.

Kate then informs me that she will escalate the issue and I will get an update within the next 24 hours.

I was optimistic, thinking they will settle my issue within the next 24 hours by confirming that the refund had been approved and that I can expect to get my money back.

I get an email minutes after the chat with an update from them that simply went...

"Our team is still working on it."

.. the level of incompetence was truly pissing me the fuck off.

26th June - 3rd Contact

Reached out again via the app and was connected to a Specialist called Xhing.

I was upset about the update that Kate had given me, so I attached the screenshot of my conversation with Kate, and highlighted the part where she told me she will give me an update, and then sharing with Xhing the update I actually got, which was essentially an non-update. 

I repeated the whole scenario with the Grab Delivery guy as well, even submitted screenshots of my conversation with that fucking thief, hoping this can help to escalate the case. Xhing apologizes for the experience and then informs me that the refund had actually been approved, but for me to give them some time to process it and also investigate the case further.

That was great, case solved, I could get my money back and I hope they would actually punish the Grab Delivery guy for fucking lying about delivery my food.

2nd July- 4th Contact

Still zero fucking updates from Grab.

I reached out again via the app, and this time, I was connected to Ana. I asked her about my refund, attached the conversation I had with Xhing. 

She told me she will investigate further. I expressed my gratitude and she suddenly ask me...

"Is there anything else I can help you with?"

... I was a bit confused because shouldn't you be using investigating right this instant instead of asking me if there was anything else you could help me with?

You can help me by checking your system right there and then to let me know when the refund will be processed back to me, I would expect since the refund had already been approved, according to Xhing, there should be a date of when I can expect to get the money back.....right?

 Ana then apologized and told me she will investigate and actually get back to me via email. 

Spoiler alert. She didn't.

As useless as the other 3 Specialist, but not as bad as Xhing because I have a feeling he lied about my refund being approved just to end the chat.

6th June - Latest Contact

Reached out again to get an update on the situation. This time, I was connected to Jackie.

I just could not be bothered with the pleasantries this time, I didn't say Hi, I just got right to the point and asked for an update about the whole situation, and once again, Jackie just regurgitated the same shit that all the other specialist have spewed out...

"We are sorry for the experience, this is not the experience we want you to have.."

... I get that this is their SOP response, but to read that and know how invalid that statement is was very aggravating to me as a customer, like stop fucking lying, if Grab really cared, then why am I having to go through this 5 times in a row?

Jackie was equally useless, gave me the same reply as the other 4 specialist about how they will escalate the issue to be investigated  and then for me to expect an update via email, I ask how many escalations they need because it has been almost 3 weeks since the fuck up happened and I am still short of my $18.

I screenshot all the convos I had with the other specialist, mainly the part where they wrote..

"We will get back to you via email" 

... and just send it to Jackie, each one with an accompany caption that read "NO UPDATES!" 

I get that Jackie and all the other Specialist are just hired by Grab to deal with all this issues, so it really isn't their fault that I am not getting an update, it's just Grab's incompetency at handling this situation, but I was pissed, and I just needed to vent my frustration at someone. 

Jackie can't really do much, so all he does is apologize again for the experience and at this point, I was just really tired of the conversation, I knew if I continued the chat, the conversation will just end with him spewing the same shit his colleagues spewed out...

"We apologize for this experience, we will escalate this issue and get back to you via email."

...and then not actually provide any updates. So I just stopped chatting back.

About 4 minutes passes by with no activity in the chat until Jackie eventually asking if I was still there, I decided to just leave the end the chat. You waste my time, I will waste yours, as petty of an act as it is.

Anyways, I have stopped using Grab Food since this issue and have decided to return back to FoodPanda. 

It sucks because I have been using Grab pretty religiously for the past few years, but looking at the way they are handling this issue just made me lose any confidence I had in them. 

Your team messes up and I, as a paying customer, have to pay the price for it. All you need is 1 bad experience to stop supporting a brand, and this is that bad experience for me.

I am not expecting for them to reach out to me anytime soon with an update on the case and I am not expecting to get my money back anytime soon. 

The reason why I keep asking for an update is not because I really want that $18 back, it's just $18, I can always earn that back. The reason why I am asking for an update is because I want Grab to acknowledge that their delivery guy scammed me and they are doing something about it, but all they have done is make me feel invalidated as a customer and that is what is so upsetting about this whole situation.

That being said, I really do need to move on from this, even though it has left a really bad taste in my mouth.