Grab: Taxi Ride, Food Delivery 4+

The app is incompetent

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.

Developer Response ,

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.

Map of your location is frequently incorrect

Drivers frequently have difficulty finding your location. Map often says you need to proceed to pickup point when you’re already there, and shows your location across from where you really are. Many times it’s across the road & driver thinks you are there, and you cannot cross due to physical barriers or heavy traffic (Bangkok). I almost got hit by 2 cars in one instance trying to cross the road to get to the driver who went to the wrong location based on the map. I’m disabled & cannot run anymore to get across safely.

In Cebu City, Philippines, Grab is ok. But in Bangkok, Thailand a minor map error is a big problem. Also, Bangkok Grab drivers are extremely impatient & don’t know their city very well. I’m going to stop being nice & giving tips & good reviews, and actually start rating how they really are. I’m seriously thinking Bangkok drivers are intentionally screwing up the pickup process so they can cause cancellations & get the fees then pick someone else up near your location—BTS train stations especially, where there’s multiple station exits. Essentially resulting in them getting paid twice at the same pickup point. Bangkok Grab drivers have passed me a few times. Some will turn around, some cancel or cause you to cancel. It’s unfortunate that you can’t review a driver when they cancel on you.

Insanity.

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.

Developer Response ,

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.