In a much-shared Sept 1 Facebook post, a netizen who goes by Melvin Twj wrote that his $500 Shake Shack order had been thrown away by a delivery rider from Grab.
Moreover, he also claimed that despite his complaint regarding the order, Grab refused to issue a refund, after initially saying they would do so.
Based on the screenshots he provided in his post, Grab has offered a $50 refund, however.
Mr Melvin wrote that he placed the order at around 4 pm on Aug 11 using the company’s app. Two hours went by, but no food arrived.
When he contacted Grab to ask about his order, to his surprise, he was told that it had already been delivered, with the rider even attaching a picture as proof.
“When I saw the photo, the screenshot of the location was not at the designated area at all,” Mr Melvin wrote, adding that later they found out that” the location “that the rider ‘delivered’ the food to was beside a rubbish bin at basement 2 carpark entrance Jewel, Changi Airport.”
The next day, Mr Melvin reached out to Grab via chat and was told the matter was still under investigation, and “Grab even reassured me that a full refund will be made.”
On Aug 15, Grab called Mr Melvin to say that the Grab driver had reached out to the company to say he was unable to find the location where he delivered the food.
“But, the designated location can be easily found using Google Maps. The Grab agent then mentioned that they’ll check again and get back to me,” he added.
But by Aug 20, Mr Melvin claimed that things had changed, as Grab called again, this time to say that the driver had been “WELL AWARE” of Mr Melvin’s location and that the driver had been unable to contact him.
“But the strange thing was that there was no chat history found on my phone at all,” he added.
He even checked CCTV footage from the time he ordered food to see if any drivers had been near the agreed-upon location when he placed his order, but there were none.
‘I am puzzled as to why I was not being informed at all about the whereabouts of my food after waiting for more than 2 hours but the Grab agent claimed that the Grab driver actually tried to contact me,” wrote Mr Melvin.
He appears to believe that “the Grab agent then advised the Grab driver to either dispose(d) the food or leave it at a safe place.”
Grab then told him that no refund would be given.
On Aug 28, he received a call from the Grab duty manager, who told him “repeatedly” that the Grab driver was told to either place the food at a safe place or to dispose of it.
“So the Grab driver has decided to DISPOSED the food instead of leaving it at a safe place which is the security guard post and also mentioned that they will not be refunding the money to me.
Since the Grab driver was ABLE to find the location, why didn’t he leave the food with the security at the designated location? And if he decided to disposed the food, why would the Driver made such an effort to head back to Jewel and disposed the food???”
Mr Melvin received a call from Grab duty manager, Ahmad Fakhrurrazi Razi on Sept 1, who said that the Grab agent had told the driver to dispose of the orders, but that the driver objected, citing the high cost of the order.
The Grab agent suggested in reply that he should leave the order at the security guard post, but the driver said he was afraid it would be stolen.
“Hence, the Grab agent suggested that if there were no safe place around the location, dispose the items. The Grab driver then draw a conclusion that since there was NO safe place around the location, he decided to dispose the food which is worth an amount of $500+,” Mr Melvin added.
As he had many unanswered questions as to why his order had been handed in such a manner, he decided to post about it on Facebook “to gain more awareness on this situation.”
He added, “Also, I paid with grab wallet do you think will accept the fact that the driver disposed my food like that????? WTF!!!!
What if i used cash on delivery instead do you think the driver will just dispose the food like that?????
Just because it’s not the driver’s own money he can just simply dispose other people’s food. It’s straight up unprofessional, irresponsible and messed up!!!!”
Grab replied in the comment section of Mr Melvin’s post, but netizens have not been too friendly in their answers.
/TISG
GrabFood rider spills order, but gets treated to surprise coffee