Grab: Taxi Ride, Food Delivery Customer Service

Last Tuesday April 18, 2023 I rode a Grab car driven by your driver Romeo G. I was in a hurry because I was late for an appointment at Gateway Cubao. Arrived at Gateway Cubao, asked driver how much because I was paying cash. I paid him and ran to my appointment place. I totally forgot how much I paid the driver. Early morning of Wednesday April 19, 2023, somebody rang the doorbell at the house and my sister asked the man who he was looking for. The man asked my sister if she was the one who rode in his car to Gateway Cubao the previous day and my sister said it was me her sister so she woke me up. When I went to see who was looking for me, the man said he was Romeo, the Grab driver who drove me to Gateway Cubao and he was giving me the money I paid him the previous day and I was really surprised why. He said that I paid him 4,000 pesos but my ride was only 424 pesos. I overpaid this honest driver who parked his car and looked for me at the huge Gateway Cubao not even knowing where I was going. He showed me pictures of him looking for me inside the mall. I was so happy and amazed by your very honest and thoughtful driver who really looked for me to return this huge amount of money. I appreciate so much what he did and congratulate Romeo for being so honest, thoughtful and a nice person. He is a blessing to your Grab company and I wish all drivers are like him. God bless you more Romeo G. Thank you so much for your honesty and excellent service to your riders. To grab company you have an outstanding driver here!!!😊👍 by

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.

For Singapore users, I recommend Grab over Deliveroo for food delivery. Here’s bad experience I had with Deliveroo. On April 1st, 2024, I ordered from Sushi Tei via Deliveroo, scheduled between 7:00 PM and 7:30 PM. Despite the app indicating that the driver was near at 7:30 PM, the order was erroneously marked as "delivered" at 7:40 PM, with neither the food nor the driver appearing. I immediately contacted Deliveroo’s customer support where the agent, Jose, claimed the driver attempted contact and left the food in the lobby, both of which were untrue. No evidence of these attempts was presented despite my requests. After spending over 20 minutes waiting in the lobby and receiving no satisfactory resolution, the options given were a refund or a re-delivery after an additional 90 minutes, both of which I found unacceptable. Following this frustrating experience, I reached out again to customer service to express my concerns. Sadly, it took two weeks for a response, only to be told that compensation would be limited to just the initial amount of the order. This lack of adequate resolution and the slow response time only added to my disappointment. This entire ordeal has significantly diminished my trust in Deliveroo’s service and reliability, especially when working late. The apparent dishonesty of the driver, coupled with the lackluster response from customer support, reflects poorly on Deliveroo’s commitment to customer satisfaction. I am now hesitant to use their service in the future, given the risk of experiencing similar issues again.

I’m so thankful for the Grab app. It’s my only mode of transportation, and it’s been working so well. I have a suggestion for an added feature based on a problem I’ve been experiencing. I would love to have the ability to block certain drivers from being able to see and accept my request for a ride. I have no intention to block multiple drivers, just whenever I have a less than perfect experience, no. I want to be able to block a few drivers who hang out in my area, that I’ve repeatedly had bad experiences with (uncomfortable seating, too small, jerky driving, angry driving). Currently, I use the feature of canceling and rebooking, but there’s an element of shame in that for me, having to see that driver sitting right outside my building as I get into my other ride. Thank you for providing a needed service! Whether this requested feature is added or not, I’ll keep using Grab to get around!

Overall, this app made it convenient to call for a ride in Vietnam. I was able to use my US-based credit card to pay for rides on our trip in Vietnam. The only issue I have that I think needs improvement is being able to select the pickup and destination points by touch-hold a pin point directly in the map. The main reason this is needed in Vietnam is because many locations outside the large cities don’t show up by typing an address. It seemed like the map data was missing some locations, because lots of times, my locations were in google Maps and didn’t site up in this app. Many times I wish I could get close to my destination by zooming in to the map or by looking up an address closer to my destination then I can select my final destination by touching and holding onto a pin in the map. Most of the time, I would have to yell my driver how to get to my location after he picked me up, because the app didn’t let me select exactly where I was going, or I’d have to talk to the driver through the app to tell him exactly where to pick me up.

Trying to get a Grab car is sometimes very difficult. When I tried to hail a Garb car from Manila airport, none were available. Waited in line for over an hour for a white taxis at a fixed price of 500. Going back to the airport, I had to request 4 times before getting one unfortunately I already found a white cab at a fixed price of 500. I had to cancel the Grab car because I was already on a taxi when Grab driver accepted me. I saw other Grab cars were available but they weren’t interested in taking the fare. I can not blame the Grab drivers for not taking the fare. It was about 60 peso below the fixed fare that taxi is charging. My suggestion to Grab Corp is customer should be able to fill in a price that we are willing to pay or pay at the fixed price that taxi are charging so there is an incentive to pick up the fare. That way customers get picked up more frequently because Grab drivers are paid the same as fixed price white taxi.

The driver we booked this morning didn’t cooperate eith us, our pin didn’t work on us this morning I texted him and said the exact place where we at we were on the other side of the road and told him to make a u turn but what he answered me was the u turn was far. It took us only 3 blocks to make a u turn on that place, but he wasn’t cooperative even if we asked him to just get on our place he was just parked where he was and not moving. We were aldo in a hurry because we were supposed to pick up my nephew from school. As he wasn’t moving and doesn’t want to cooperate and make a u turn, I cancelled the booking, I even told him I will cancel it. Now grab wanted to penalize me for canceling and not paying the 50 pesos, it wasn’t for the money but for the principle.

This is truly one of the most versatile apps in Southeast Asia! I’ve used this countless times for ordering car rides, motorbike rides, and food deliveries. Prices are as stated so no worries about getting scammed. The best thing is you don’t have to prepay! There is an option to pay cash on arrival. Drivers usually get to you lightning quick and the majority of the times, way before the estimated arrival time. Have not had much of a problem besides a couple of car drivers not being able to find us if we place a pickup point in a narrow alley, which was a learning process for me as I should’ve typed in an address in a nearby bigger street where cars can fit in and walk ourselves there. So PRO TIP: For car rides, find a broader street, walk there, and place your ride. Motorbikes, however, should not have a problem getting to you. I also experienced a few issues within the app regarding calls. Grab drivers typically call as soon as they arrive, and half the times they were one sided calls in which I could hear them but they could not hear me. This in combination with the bigger cars not being able to find a route to us in narrow alleys have led to more confusion and even cancellations. Despite that, I love the fact that phone calls are in-app based instead of cellular, therefore I do not get charged by my mobile carrier for international calls during vacation. I choose to use my US number instead of getting a new SIM card because my phone plan fortunately offers free unlimited international texting and a decent amount of international data. What I find strange is that Grab claims your phone number is hidden from the drivers for your privacy, but I had one driver pull up my full phone number on his phone and ask if we are from the US because it starts with a +1. How did he even have my phone number if customer numbers are supposedly masked? Regardless, Grab offers quick and cheap service. Many varieties of restaurants participate, and Grab offers coupons from time to time. Even more awesome is I’m back in the US, and found I could still order food to be delivered to my family over there! They were completely amazed! Even if there are no Grab services in the US, I will continue to use the app to place food deliveries for my family!

Google maps has been a game changer when taking a taxi. You can follow the route now and see where they are going or not going. Mostly my experience has been that taxi drivers are honest and good. They do their best to take the quickest route. However twice on this trip I have watched Google maps as they drive and even showed one of my drivers the map and where to turn. He refused and took us the long route. I felt ripped off and the heard about Grab. I absolutely love that the price is preset and you can see the route along with the driver. No possibility for cheating or ripping off ignorant tourist. I will only be using Grab from now on.

Giving a 5 star rating because while Grab can 100% improve their service (contacting customer service, getting responsible and accountable responses etc) they have grown leaps and bounds since the start of this pandemic. Growing the listing of available restaurants, improved comms between drivers and customers… so much better. And what a grace it is to be able to order something to break up the monotony of these endless MCOs… sure things can be better. But I appreciate Grab’s work in giving folks food options during this never ending nightmare and supporting local businesses and Grab drivers. Kudos. Keep It up.

I like grab and using that for most of the time . The only thing that can be improved is that when I get my food I want to give 5 star to the driver but if I do not rate in that time I can not do that any more it would be better that when there is a food feedback before that check the driver is rated or not . Maybe user forgot to rate the driver . I know its not a bug deal but I want to make the drivers happy with my giving starts but most of the time when I got the food if I don't rate in that time I can not be able to rate them anymore

Because of CoVid, I haven’t used Grab or the app for over two years. Since we’ll be traveling to Thailand soon, I wanted to update the credit card in the system. I get an server error message. The “help” function has no information about how to correct this. Update: Went to the Grab website to find the answer since I don’t have Facebook and since the app didn’t have the answer. The answer is that I was not in a country served by Grad (I’m in the US), so I can’t update the credit card. Will wait and update it waiting for luggage in BKK. Rating updated to five stars.

This app worked better than others I have used. My only frustration is sometimes I would would be in a less than ideal place to be picked up or dropped off so it would take time to get someone to take the ride. I wish there was an option to pay extra to say “yeah I know it’s less than ideal, but I will make it worth a while because I need a ride so come pick me up anyways.” Like a way to name my own price above the default price. Like if I double it then I would have less people declined the ride. But that is wishful thinking. No one does that. But it would be nice.

Be careful about your location pick up point but otherwise super convenient!! I did get double charged when I first got here, paid 380,000 on my card without realizing then gave him the same which the guy took (thinking it was a massive tip?). Grab refunded it really quickly, so hats off grab for being great!

Useless app if you speak English. Everything is written in Thai so you cannot read any menu items. No response from the help center, very poor unhelpful support team. Use FoodPanda instead.

Kahit Overseas ka pwedeng pwede mag pagdeliver ng food sa kamag anak.. satisfied ako

This is the only i dont like about this app. you should work on that feature already because what if a cust made a mistake and want to redo the transaction but sending money is not available yet

Great App . Taxi and delivery service in one application. Easy to use.

One of the best delivery apps so far. They deliver anything and everything not just food. And it’s a taxi service. You can hail a cab or book one for later. And they come right to you it’s awesome.

First time in Manila and was introduced to this app. Once you get it set up and figure out how to use it it is wonderful! Whatever you want gets delivered right to you for cheap. Save your money for a little tip, that is always appreciated. The rides for taxi service are also great as you can pre book them for whenever you need them, where ever you need them. Best part is you don’t have to worry about getting caught in a taxi scam that happened to me earlier today!!! Cheap cheap and efficient.

I use Grab exclusively to book rides to and from locations during travel in Hanoi. If I may make one suggestion, after when rating drivers, the next section is data collection about what I liked about ride/driver. Then it appears there is a submit button. I click submit expecting a tip section after but it’s too late, the tip section is below the ratings, if you want to prioritize driver prosperity over data collection then move the tip section after the stars before the service description buttons. If not perhaps another reminder if no tip was selected then gently suggest a tip after the submit button is clicked. I submitted too quickly twice when I wanted to tip the driver and there is no opportunity to tip the driver after the submit button is clicked unfortunately

Love Grab, competitive taxi rides and great food delivery - in case I did not want to leave the house

Great app for food

Very friendly

Horrible experience At

The best

So delish gawddamn. Seafood was cooked perfectly- best seafood pad Thai I’ve had in a long time! 🤤‼️😍

Perfect app for everything

Super convenient app for rides and food delivery. Always reliable!

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.

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.

During my trip to Singapore , I experienced worst customer service with Grab twice. One night, I ordered dinner to my hotel. While I was waiting for the food, I got a notification from Grab app indicating the delivery was completed. Puzzled, I checked with the reception desk and was confirmed that no food was delivered. I immediately reported the issue to Grab and called the restaurant. (3-4 times) I was told to contact the delivery person and called him. He said somehow motorcycle was denied to access the hotel (in Sentosa) and couldn’t deliver. He simply decided to change the delivery status to “complete” and took off. I had to convince him to deliver my food because that’s his job!! I received my food (which was cold) 1.5 hours later. Grab customer support replied one day later and said I should contact the restaurant if I want to resolve the issue since the restaurant delivers directly. Very timely service. The other night, I reserved a grab taxi near one fullerton. It turned out that I was at the wrong location and I and the driver couldn’t find each other. During which time I called the driver 3 times and left 2 messages asking the exact location. He didn’t answer and just canceled and took off. Furious, I tried to report the issue to Grab but couldn’t because there was no menu to report for such an experience as it was not charged. I couldn’t even rate the driver. Amazing! As long as you don’t encounter issues, Grab is a wonderful service. But when you need their support, they’re not there.

Subject: Unreliable Service & Unfair Account Ban I had a terrible experience with Grab Food that I can’t ignore. I am from Yangon, Myanmar, and I ordered fried chicken for my sick toddler, but my order was canceled twice. I tried ordering a third time, but it took too long for a response, so I decided to cancel it myself. However, this time, Grab didn’t confirm my cancellation or respond at all. Since my child needed food urgently, I went out and bought it myself. Right after I got the food, Grab suddenly accepted my order. I immediately contacted the rider to cancel or get in touch with Grab’s call center. The rider informed me that he had already reported my issue to them. Later, a customer service representative called me, but instead of fixing the problem, she just explained their side and said my order couldn’t be canceled. I insisted that I wanted to cancel it because of their delays and lack of communication. After some back and forth, they finally canceled it. But then, Grab banned my account! This is completely unfair. The issue was caused by their poor service, yet they punished me instead of taking responsibility. This whole experience was frustrating, especially since I was just trying to get food for my sick child. If Grab doesn’t improve its service and reconsider how it treats customers, I will never use it again and will strongly advise others in Yangon, Myanmar to do the same.

I’ve been traveling around Asia for a couple of months now and have been using grab the whole time. The app is great and makes travel much easier, but I do have a problem with it. Every time a user cancels a ride, it decreases some kind of score the user has. This is a problem, because there have been multiple times that I have had a driver bail on me and tell me that I have to cancel the booking in order to get another ride. After canceling maybe 4 or 5 rides over the course of a couple months, it is now much harder for me to book a grab compared to other users. I have had to retry booking multiple times, sometimes to no avail, when others I’m with were able to get a grab immediately. As a solo female traveler, this puts me at risk of getting stuck somewhere and possibly putting me in danger if I’m traveling at night and need to get away from a place. There should be some way that the user can cancel a booking without getting penalized, especially if the grab driver forces you to cancel before you can get another ride. Or at the very least, the user’s score should be known to them and there should be a way to repair the score if it goes down. I wish the app were more user friendly in this way.

I don’t even know where to start with this app. The service is awful. For the food delivery service, when you place an order and want to modify it 2 seconds after placing it, it does not let you do it in the app, and forces you to call them. But the call center takes a very long time to reach and they recently made it even harder to reach them by making you enter an “automatically generated pin” which expires in 5 minutes. As you navigate their extensive call center menu, by the time they ask you to put in the pin it has expired already, so you have to go back to the app and generated another one, which you have to memorize and put dial into the calling pad in your phone app, which also expires in 5 minutes, and so on and so forth... Many of the drivers in the app are not trained and are unprofessional. When I tell them to use the express way, some of them refuse even though I am paying for the toll fee. Sometimes they ask me to cancel the ride because they are eating and don’t want to come, but they accepted the job anyways. Some of them will press on their app that they have arrived when they have not arrived yet, which means you have to get in the car within 10 minutes or incur a cost (according to Grab policy), but you can’t find them because they didn’t arrive at your location. Other drivers have navigation issues and get lost or go in the opposite direction. If you’re not constantly watching the GPS, they may just waste 30 minutes to 1 hour of your time getting lost and stuck in Bangkok traffic. Use any other app whenever possible.

I used Grab throughout Thailand and it was good… until it wasn’t. My very last day, I took a Grab to the airport. The driver told me he needed toll money from me because the Grab app didn’t factor in a toll. I thought it was odd, because Grab usually adds a toll to the overall payment. However I assumed, incorrectly apparently, that he was being honest and I didn’t know what else to do, so I handed cash to the driver. Turns out Grab did charge my card for toll money for the trip, so I reached out to Grab to let them know the situation. Unfortunately I didn’t have anyway to prove that I handed over cash, but my main purpose of letting them know about this was in case the driver was purposefully and maliciously soliciting money from people. I assumed (and mentioned in my report to Grab ) that it was likely just a mistake. However, I received a response from Grab saying that the driver said I was lying about the incident, so, according to Grab, I must have been lying. Now THAT really pisses me off. I didn’t assume that the driver was being malicious. The way I reported the incident was so respectful and to be told that I’m a liar for being taken advantage of is so messed up. So, be careful. If Grab drivers ask you for additional money in cash, DO NOT give it to them (at least without videoing the transaction). And don’t assume that Grab will help you out. They don’t value their customers at all.

I wanted to share some thoughts on my experience with your ride-hailing app in the hopes that it can be improved. I believe addressing a few key areas could significantly enhance customer satisfaction. My primary concern is the volume and intrusiveness of the advertisements. Having pop-up ads appear while I'm waiting for a ride to be confirmed is very disruptive. It feels less like a service and more like an ad platform, which I find detracts from the overall experience, especially when a service charge is already included. Another significant issue I encountered was with fare accuracy. On a recent e-taxi trip, the driver informed me that the charge would be ₱90. However, the fare displayed and charged in the app was ₱170. A difference of nearly double is alarming and makes me hesitant to trust the pricing in the app. Providing a clear and detailed breakdown of the fare, including any platform fees, would help build trust. Lastly, the estimated wait times for different car types (5 minutes for standard vs. 15 for the saving option) could be more accurate to allow for better planning. I believe this app has potential, but these issues currently overshadow the convenience it could offer. I sincerely hope you take this feedback into consideration to build a better and more transparent platform for your users.

The app works great, when it works. I used this as a tourist in Singapore from the United States. It would work great for a few rides, and then stop accepting my credit card or PayPal as a fraud prevention measure and would only allow “cash only” fares. I confirmed the issue was not with my credit card company but with Grab, they don’t have any way for you to verify your identity, so they will randomly stop letting you book rides with your credit card until you contact them through chat (no way to call or escalate) and then they can take 24 hours to unlock it. This went on for several days, it would work a few times and then lock itself. The problem is most drivers don’t carry change and as a tourist you can only withdraw $50 from ATM so I was constantly having to buy small things to make change so I could pay in cash, never knowing if the credit card payment would work or not. Would rate 5 stars if not for this issue. You’d think a company this large would have a way for you to upload identification to prove you are a legitimate user and stop unnecessarily rejecting credit card payments.

This app works most of the time. It gets the job done— if you are ordering food, buying stuff, or ordering a ride. But when these services sometimes fails or have a hiccup, Grab’s customer service comes in — and this is where their AGENTS fail big time! The app makes you go through hoops to talk to someone (because the automated choices are poorly designed [which is poor app development]. And when you finally talk to someone, they’re incompetent or simply rude. One complains and they ignore your complaints by just responding with their templated responses. Such a waste of money on people who are paid a salary just to ruin your day. And this has been going on for years! Today is the last straw. I ordered some items, only to find out from the merchant that they’re not available. They gave me the option to cancel, which I did. But — the app does not give the option to cancel. The store couldn’t cancel, too. And neither does the delivery person! So, who can? Support takes ages, and as I mentioned, RUDE! I spent one whole hour of waiting for nothing — plus the cherry on the top: a rude agent. Thanks for nothing, Grab. Figuratively and litterally: NOTHING! That’s also the value you get from these people!

I’ve spent over $2000 on Grab traveling Southeast Asia for the last six months and is the worst experience I’ve ever had with with any ride hailing app. They will charge you for a ride that never happened multiple times. In the United States we call that fraud and you can go to jail. On top of that, most of my orders have taken more than an hour to two hours just to get food from 1 mile (3km) away. I could’ve walked there and come back and had my food if an order takes too long. You have no way to cancel the order or request a refund because there is a lack of customer support. And by lack of customers customer support I mean you can’t even request a refund on any ride nor can you request a refund at any delivery. I think this is the worst raid hailing app out of all the 196 countries have traveled to the worst and it’s such a disappointment because you’re competing with Africa and your Asia. You have way more money than Africa; very disappointed. My friend who works at Grab tells me that they end up paying for App Store reviews on Apple. So I guess that makes sense why they have such great reviews yet the worst possible service I’ve ever experienced. Use it and you will see what customer service you will get!

For tourist visiting Vietnam, do NOT use this app. The drivers are extremely rude, and they will drop you off in the middle of the street. I have been using it for years everytime I visit Vietnam. But recently I have had several bad encounter with the app, the customer service and the drivers. In smaller citires the driver will cancel your ride if your destination is not where they want to go. Most will make you cancel the ride when they pick you up and make you pay them directly, but the app will still charge you and you will have to pay a fee when you cancel. The last time I used the app was on my way to the airport, I forgot something and ask the driver to turn back and I will pay him extra. The driver stopped and drop us off on the side of the road, threw our stuff out and canceled the ride. anot only were we left there, Grab charged us a fee for making the driver wait. I contacted customer service they never resolved the situation instead made me contact different departments cause they said they cant do anything. Honestly when in Vietnam I would recomend using Be and Xanh SM. They are similar but the drivers are super nice and the rates are cheaper as well.

I downloaded the Grab app to use on my trip to the Southeast Asia. To avoid the hassle of exchanging currency, I registered the app with my U.S. bank issued credit card. It worked well initially while I was in Malaysia, Singapore and Jakarta, Indonesia. However, when I arrived at Yogyakarta, Indonesia international airport, the app stopped working. It would not even make an effort to authorize my credit card for the ride from the airport to the hotel in the city. Luckily, I had enough local currency with me at the time to cover the ride. I contact the Grab after I arrived at the hotel. A Grab representative later emailed me and asked for a bunch of supporting documents from my bank. She told me it is for my protection. I replied to her that Grab already know my identity since I have many recent rides using the app and there was no issue with my bank authorize the transactions. However, she refused to do anything on her side to resolve the issue. I have since decided to remove the Grab app from my phone and use other apps to order the rides in the Southeast Asia countries. I want to warn other people to always bring enough local currency and not solely rely on this app.

Though I enjoy using this app for its various points such as delivery, taxi, and sometimes sending products, it can be inconsistent in finding a driver. There were many times when I have ordered food and expect it to be here, only to wait one hour and recheck to see that they couldn’t find a driver. If they couldn’t have found a driver, why didn’t they keep trying, or at least send me a notification? They like to send me notification on nonesense deals and promotions, but they don’t send notifications on important things like a cancelled order. Also one time, one of the shop had to refund me something because they forgot the order, it was just 20Bhat or around 65 cents, and instead of just putting it toward my next order, they literally divided into two and gave me a coupon of 10 bhat each. I know they did it so I would order two more orders instead of one but are you serious? You really have to be that much of a money grabber? Honestly getting annoyed at them and will expand my app usage to other apps now.

The app suddenly stopped accepting my payment method - I contacted my bank directly and they said it was on grabs end. When I brought that to their attention of customer service they demanded the only way I can move forward is to send a photo of my card, covering only a couple digits. So somehow I was accused of fraud by them for ordering food on my own card…Like what? Completely ridiculous process to make me send a photo of my credit card via email . My bank said absolutely not to do that. So I’m essentially stuck in limbo as they won’t allow me to enter any payment method, despite me having every major card carrier, unless I send them photos of my cards (which I did btw, covering all except the last 4 but they wouldn’t accept unless I revealed more numbers. ) Completely sketchy standard operating procedure. Reaching out to customer support and being accused of fraud is lovely - I won’t use this service anymore. Be careful for real, they are trying to get your card information in a photo. That’s soooo sketchy and not normal operating procedures for major providers. If you get your identity stolen, blame Grab

I recently reinstalled the app on my iPhone, choosing the Sign In with Apple option this time for better privacy. At first it worked fine, but after I gave the app my phone number it forced me to use Sign in with Facebook because I had previously used it to sign in, allegedly for “security”. This is silly. I don’t want to use Sign in with Facebook. I hate Facebook and want nothing to do with them. I want to use Sign In with Apple, but Grab won’t let me. Also, practically speaking, what is a user supposed to do if they’ve deleted their Facebook account? Can they never use Grab again until they’ve changed their phone number? In short, this seems like either a.) a bug that is resulting in poor UI/UX, or b.) a sneaky attempt to force users to allow Sign In with Facebook, and all the tracking and data harvesting that this entails. Per Apple’s policies, any app that offers Sign in with Facebook HAS TO offer Sign In with Apple, so this seems like a clear violation of the official requirements for iOS developers. Maybe just a bug? If so, fix it please. If not, shame on you. I am reporting this to Apple.

I ordered food through the app. The order was confirmed and said “restaurant is preparing your order,” “expected delivery 5:50-6:05pm” at 6:05 I checked the app to see where the driver was, is saw “your order has been cancelled as we don’t have an available driver. Try to place your order again.” No message, no email, no nothing. Just a change in the status when I went to check on my (previously confirmed and in process) order. When I went to try to place my order again, the restaurant I ordered from was unavailable. I called “customer service” and was told I “could try to call the restaurant and place an order and then take a grab to go pick it up.” I asked for help placing my order from the restaurant, help getting other food delivered, help with anything at all that could improve the situation. I was told that they don’t have the ability to assist with orders (I was told this from the customer service number on the app that I ordered from.) I (used to) use grab literally every single day for transport and very frequently for food delivery. I will no longer be using them.

The English translations are inadequate and inaccurate. Only about 30% of text is translated, if that. It will allow you to pay with a debit card maybe a few times but after that it says to contact the help center because the order could not be processed via debit card. The help center is completely unhelpful and it’s nearly impossible to get in touch with anyone. I’m running out of cash because the app decided to no longer take my Visa Debit just out of the blue. I contacted the help center about an incorrect order about 24 hours ago and STILL have not heard back about a refund. Another one of my orders was cancelled because “the driver could not get in contact with me”, even though the app was open and I received no notifications from my driver. I tried to reorder and message my new driver asking him to NOT cancel my order but the messages won’t go through because apparently my messaging is limited?? For no reason?? Just a headache of an app with multiple useless hurdles just to order food or a ride.

Have been using grab for a long time now, both food and taxi services. Never been so shocked by the amount of price increment through out my user experience. Tho they do give out promos it would be considered almost evil by increasing a normal route i take that costs me 5k (my currency) to a 10-11 k increment just because of the promo. Even after using the promo the normal fee is still so much more compared to the usual amount it costs. I would understand if it is due to traffic or bad weather but that is never the case. It simply just want users to pay more for unexplainable reason. What’s even more weirder is that the price changes so dramatically within seconds , I would say it is a system issue. It is reasonable to want to make a profit as a business but at a point it becomes greed and milking money out of everyday people just for wanting safety and connivence. This truly make me consider using other services in the markets and i will be in the future.

2021 and before Grab was an amazing app!! Ever since the company got bought out. It’s very hard to get a ride, or delivery If it’s a cloudy day, none of the drivers “have change”… aka.. tipping themselves since they now don’t get as much $ as they used to. Also, the delivery fees are higher, the service fees for restaurants that grab is charging the establishments is close to if not more than 30%. Thankfully other driving apps & drivers in Vietnam are stepping up, and many of us have started to use them instead because Grab has become unreliable. You used to know 100% you could get a ride if went to the movies and got out at 10 PM… now.. I don’t think it’s worth the drivers time, because there’s no one to accept ride and if they do- they cancel a lot now. Sad, Grab was such an amazing reliable app now. And if it’s raining? Forget about even trying to get a taxi car!

I’ve been a loyal user of Grab for a long time, with a history of successful orders. But after this experience, I’m seriously reconsidering ever using their app again. Ordering food through Grab is a TRAP—there’s no clear way to cancel an order in the app, which means if something goes wrong (like inaccurate delivery times or missing details), you’re stuck paying no matter what. When I reached out to customer service, I expected at least a reasonable conversation. Instead, I was met with robotic, unhelpful responses that completely ignored my concerns. Despite my solid order history, they treated me as if I was just another number, refusing to acknowledge that a refund was warranted—even for a small order. They outright refused to escalate the issue, which just proves they have NO sincere interest in improving their service or making things right for customers. This is not how a company that values its customers should operate. If Grab wants to keep its users, they NEED to fix this ridiculous cancellation policy and train their support team to actually listen. Until then, I’d warn anyone thinking of using Grab to be extremely cautious—because once you place an order, you’re locked in, whether you get your food properly or not. I’m leaving this review so the right people at Grab see it and make a change. Until then, I’ll be ordering from Foodpanda instead.

I’ve been using Grab for 4+ years and have passed a lot of money through their ecosystem, however I’ve decided on principle that I can’t support this company any longer as their customer service is absolutely terrible. As of late I’ve had a few orders in a row that were wrong, whether they were the restaurant or the drivers fault depends on the different orders, however after writing detailed explanations including photos, Grab support didn’t even bother getting back to me at all, let alone compensating me for my lost money and time. On top of what I’ve heard from the drivers (here in Southeast Asia a few years ago there was competition between Uber and Grab, and Uber took much better care of the drivers). Clearly this company does not have the customers nor the employees best interest in mind, they’re just out to take your money and get away with compensating you as little as possible. Look elsewhere. There’s lots of competitors who are hungry to satisfy their customers should there be any issues.

As a blind user navigating with iOS voiceover, this app is very difficult to use. I can just barely use it in order to get the rides that I need, but a large portion of the buttons are either unlabeled, not actionable with voiceover turned on, or both; thus, I often do not know what to click, and even if I do, I’m simply not able to. Whenever I receive a call, I have to restart the app, because I cannot get past the rate your call screen that follows. And this is to say nothing of my inability to use map features, and the difficulty of reporting false no-shows. I understand that this region has lower standards for accessibility, as blind and other disabled people are often not regarded as equal and integral members of society; but simple adherence to widely promulgated accessible design standards would make for a much better product for a lot of people. as it stands, if I learned about a more accessible service, I’d be on top of it.

Updated as of 27November2024: This application needs true 20th century programmers and customer support24/7. This application does NOT function well many times. I signed up for the family service in Grab Rideshare, so my children could use the app on their respective phones. It worked for 1-month for each of them and now it does not work at all. I reported the problem, sent an image from their phone and still problem persists, since October 1st 2024. No response from Grab’s customer support to this day. Advanced booking was also a bust. Drivers would show up to my residence 60-90 minutes ahead of schedule and then driver(s) would have a negative attitude. At this rate, I do not expect much from this application and I will not refer to family or acquaintances. Better to hire a private driver. I used to be able to load GrabPay from my U.S.-acquired credit cards and to make all my purchases. Now Grab has decided to require an OTP on my credit cards, which is not used by any other business in the Philippines. I understand the need for security, but OTP on a credit card is an unwarranted major hassle. I have had to start buying my food from places that have normal credit systems. I supported Grab for the last 5-yrs., but at this rate of change, I may end my customer service. I do not go around carrying cash everywhere. It’s not safe.

I’ve used Grab now in two countries in SE Asia. In concept it’s great, a ridesharing app for the region. Reality is that it doesn’t have even close to the same reliability as Uber/Lyft in the US. The difficult part is that people rely on these apps to get them from point a to point especially in parts of the world that are unfamiliar. Grab will not be your friend here. There is NO driver availability even in large metro parts of SE Asia. They have a huge driver supply problem that they haven’t seemed to figure out how to fix. Don’t use this app expecting to actually get a ride when you need it, whenever you travel figure out a backup plan. They haven’t figured out the fundamentals of driver supply and demand yet they push new features that no one wants or needs. I recommend the Grab product and tech teams start focusing on their basic value to users

Grab in the Philippines engages in very shady business practices from allowing drivers to cherry pick their rides to cancelling food orders claiming that there are no drivers available, yet when you immediately from the restaurant on either side the order immediately goes through. I have tested this on numerous occasions and my assumption is Grab has given restaurants a secret way to cancel orders to avoid taking blame for not fulfilling the orders. Additionally, in the Philippines grab has essentially stopped accepting foreign credit cards for food delivery to prevent charge backs because they act in such a fraudulent manner. What is going on here? I wish Uber was back as bad as they are grab needs to get light shone on their corrupt mess they are operating in the Philippines. I have dozens of photos of evidence of wrong orders and misdeliveries yet they only give partial refunds. This company is a group of scammers and holds a monopoly in the Philippines in my opinion.

Y’all ever wait for thirty minutes in the rain while Grab does some mystery logistics with their non transparent pricing model to find you a driver and keep promising that it’s the drivers fault because they’re on the road and it’ll take a while? Have you ever had Grab be so inconvenient and unreliable, walking an hour round trip to your shopping center was more convenient than using grab? Have you ever been hit with a bill from Grab that’s so astonishingly high you forgot you moved to Vietnam, and in fact did leave behind San Francisco pricing? And, do you have a bank from the 21st century that has any kind of verification but causes Grab’s 20th century whatever to implode causing all payments to suspiciously fail and refuse to even add new cards? Have you been so severely neutered of any customer support, that you had to just settle for sending multiple messages on a null feedback form and their non existent social media presence? Singapore, you guys are the proud owners of my title for: “Country With Worst Software Exports”. If you’re going to hijack Uber in 2014, at least hijack what makes them good? Like customer support. Or customer support. Customer support? Or is Singapore to posh for the basics of a SaaS…like customer support. Why do I want customer support? I don’t know, so I can use the monopolized Singaporean neo colonial SaaS that has somehow made Vietnam an absolute nightmare to get around in. It’s been so inconvenient and so expensive proportionate to what Vietnam should be, that I will be able to buy a real four wheeled clean titled Hanoi dealership car or a motorbike and has them pay for themselves by one years time not using Grab. The only good thing I can say is that Grab has driven me so insane, and so beyond measurable sanity, that I am being forced to learn my native tongue just to get a real taxi again, because I can now confirm that even if they hear my American Viet accent, the scam price is going to be cheaper than Grab.

This app is atrocious. We used it over the course of two weeks, and it is the least user friendly app I have ever used. 1. Doesn’t let you know predicted time till drivers arrive until you request a ride 2. Doesn’t allow you to cancel the ride or change destination within the user app. The driver had to call customer service to change destination midway. 3. Midway through the trip, it would spontaneously stop working, so my partner had to use his app instead. But then it would surprisingly work again later. 4. Confusing user interface and difficult to navigate and understand what is happening. 5. When you first download and don’t have a credit card set up, it defaults to cash payment but if you add the card before the first ride ends, it doesn’t allow you to add a credit card option. Ugh So glad I don’t have to use this app anymore.

I constantly use the app to book everything, from taxi, food delivery to others delivery. BUT I always have hard time in the morning booking taxi to work/school. Taxi drivers would accept the request, show they are 1-5 minutes away, then out of sudden cancel the drive. For instance, this morning I got drivers canceled on me not once but 2-3 times. This happens EVERY MORNING, cause me late 40-50 minutes late EVERY DAY. I think Grab need to find a way to hold the drivers accountable for every time they cancel the drive. With food, this also happens, not frequently, but does happen. Delivery person would even send me messages with attitude before they dropped my oder which stated I need to check the distance before order. And yes I’m well aware of the distance, for that I already agree on the rate of delivery fee. So I don’t understand the fuss is about.

I have used Grab for years, but a recent update really screwed up the app experience (at least in Vietnam). It used to be intuitive to enter a specific pickup address. Now the app wants the user to pick from a menu of nearby pickup points. In unfamiliar neighborhoods, these are often places and addresses I don’t recognize. There is a search icon, and I can search for a specific address there, but I can’t get the address to “stick.” Today I tried that, and the app ended up finding me a ride for a frequently used pickup point 500 meters away. As I was holding a 12 kg baby, I had to cancel. This is a step backwards for every category of user, but for foreigners and tourists, it is an infuriating change. It makes me wonder if Grab is responding to some harebrained government mandate. Even so, there must be a better way.

Grab has been incredibly useful while in Asia. I use it every day for rides, food, and groceries. Customer service is quite good too. That saying, I find this company to be incredibly cheap. When a priority delivery is late, they don’t even give me half of the delivery cost back or my vip delivery benefit back at least. I can’t even use the paltry late voucher they give me with other higher discounts. In addition to that, the late deliveries that are supposed to come from one driver gets split into two drivers which is inconvenient. Increase the payout for the drivers to find one who will take it instead of splitting the order. Honestly payouts for drivers should be higher in general. And lastly, VIP benefits aren’t that great anymore.

2022, still the same. The calling feature rarely works. With both parties connected but neither can hear each other. It could take several tries to have a successful call. This happens even on a 100mbps cellular connection. The app has more features like shopping which can be useful. But come on, get the voip call feature working correctly. It takes 3 or more tries to get it to work. This frustrates both riders and drivers. 2021: the app has a call feature so drivers and riders can call for free. But the calling feature has like 20 seconds lag, making it fairly useless unless the stars aligned. I’m guessing Grab doesn’t put much focus on their servers

TLDR; If you got somewhere to be that’s time sensitive, make sure you have cash for a taxi. Downloaded this for transportation around Manila. For the most part it was fine, but at times it felt it was too easy for drivers to scam you. The most egregious was the ride to airport to leave. Went through a couple drivers after waiting ~15mins for them to move. One never even responded to me and the other I walked to his location until he realized I was right next to him and sped off to the original pickup location. It’s like they are just trying to make money off cancellation fees, while they are jeopardizing me being late for my flight. Thankfully I gave myself ample time to make my flight.

Over the past few months, the service on this app has become completely embarrassing. I have not been able to get a single order delivered on time. Drivers consistently accept orders and then cancel them unless they can extort you for cash off the app, and Grab does absolutely nothing to penalize them or stop it. The fees are far too high for the abysmal level of service they provide. Recently, my food orders have taken three times longer than the estimated wait time. Three separate times now, I’ve had to cancel my order entirely, drive to the restaurant myself, and pick it up, which ended up being significantly faster than waiting on Grab. It completely defeats the purpose of paying for a convenience app. Grab has gone completely downhill. Save your money and go direct.

The app works fine when it works but building a ride share app is not hard. When things aren’t working, it takes 20-30 interactions with customer service AT A MINIMUM to get this fixed. The first order team has the technological knowledge of my grandmother (they know what an app and email is but not much more) and getting to somebody knowledgeable is near impossible. Also, when I call in I don’t want to hear “fill out an online form” to then get into email correspondence and then get told “call us” which has literally happened on every interaction with customer service for me. It’s disappointing because I joined hearing the customer service is better but frankly Go-Jek is cheaper and in Singapore, taxi drivers are great from a service perspective and readily available.

Poorly executed app. We downloaded it since it’s the major transportation app used in Vietnam. App is slow. When we order a new ride, the initial pick up location is almost always the last location we got dropped off from last transaction. Traveling in Vietnam requires walking from location to location so just because we got dropped off somewhere previously doesn’t mean the new pick up location is the same. The new pick up spot was designated as “your location,” but there is always a confusion and the drivers always arrive at the last drop off location instead of the actual location . My husband couldn’t use the app after 3 transactions because the app flagged him as fraud because we are traveling . It didn’t do it for me. The drivers cancel on you quite often.

I spent $$$$ on this app every day and they charged me with a pending charge (through thousands of transactions never had an issue), and then locked the app saying I needed to pay. When I shared with support, they said “we’ve not been paid.” Okay, fine. I said release the charge and I’ll pay again. They locked my account and removed my ability to engage with support. This is after 2 hours with support with them asking me what I purchased and being very condescending. Look, I’m chill, and this was the most egregious, terrible experience ever. They are also a heartless, terrible company that harms the environment. You cannot add orders from multiple stops so you’ll need two drivers to pick up things next door to each other. I deleted the app, they are insane and would never last in the US market.

I’ve been a member of Grab for years and ordered almost everyday from them, spending hundreds of dollars a month. I placed an order one day and the store confirmed it. Then they canceled it at 10pm when all the other stores were closed so I couldn’t order from the other stores with the same products. I ordered before the cut off time and they accepted the order. I contacted customer support and they said that the items were sold out which was a lie because the next morning the items were still there. They lied and didn’t bother to do anything for a loyal and good customer like me. Too bad I bought the membership for 6 months to get discounts on delivery. I won’t be using them often anymore. Use Food Panda now because when something happens to a customer (especially one that orders almost everyday) they compensate them accordingly which is good practice. Grab customer support should learn from Food Panda customer service. I will be doing a review for my YouTube travel channel so millions of people will be able to see the chats with customer support, the cancelled order and the big lie that the items were sold out. Disappointed in Grab big time.

I dont want to use my cc. what happened to the cash payments

The transport options need a major update. AFTER clicking on the address of destination, you need to add visual confirmation of the destination on the map. It’ a question of security

Squeeze the employees whom works for the company’s is diabolical

đb

Cân nhắc trước khi sử dụng

Cách hành xử kiểu tự đào huyệt cho chính mình.

Instead of protecting the employees, they fired them. You guys should get out of Vietnam.

Grab là hãng xe rất tốt tôi luôn tin tưởng dù trong hay ngoài nước, Grab bảo vệ khách hàng rất tốt nhưng cũng nên bảo vệ những bác tài đúng, họ là ng cũng cần đc bảo vệ

This app disrespects drivers and does not protect their employees.

Bad

Cách xử lý bảo vệ nhân viên quá tệ khi bị khách hàng bắt nạt

Chỉ nghĩ đến lợi ích của công ty, không nghĩ đến quyền lợi của tài xế, không phân biệt phải trái, đúng sai và chèn ép tài xế .Công ty kiểu vô đạo đức như thế này nên tẩy chay.

Been using this service/app for the last few months. 1. Food prices are soo much higher on the app than at the restaurant. Then you add on the delivery and app fees.. 2. There is no support when you need to contact grab. You have to email/message them thru the app and that takes weeks to reply or resolve. 3. There are other competing services which are better depending on the country you’re at.

Grab cancelled my ride and charged my credit card. I’ve been fighting with them for 75 days trying to get a refund.

This app allows drivers to accept any fare and they promise to pickup and they don’t. I have requested 20 rides and received 2. 10 to 1 hit ratio. TRASH. Do t use it.

Wrong items sent

Pop up video ads that take over your whole screen and waste data for something I’m not even going to look at. No way to disable in settings.

You cannot really see map anymore when you order food. It just stuck on the order page. Fix it!

There was an issue with the app that didn’t take my full order and then I couldn’t add to the order

Thank u for keeping me eaiting the food for 3 hours without any compensation.

Confusing in submitting tips and ratings driver. Mistakenly submit tips (triple fare drive) and cannot cancel transactions.

I choosed my house location, but the app changed the location to my location (still on the way house after dinner). It did not ask to confirm the location before processing the delivery. Bad experience using the app.

Even after turning them all off within the app, they still send you notifications. Trash.

The experience with Grab drivers has been terrible. Multiple times drivers asked to cancel rides after arriving, refusing to take 4 passengers. One driver first refused to complete the ride for the same reason and then came out of the vehicle and slapped my phone out of my hand claiming the I closed the door too hard. No way on the app to file a complaint and on top of that Grab wants me to pay a 30b fee even though it was the driver who asked to cancel the ride.

Using Canadian CC on our trip to Asia

Chả hiểu mua unlimited để làm gì mà voucher giảm giá sợ ko cho nta xài hay j mà ẩn nhanh thế

Overcharged what a rip off

I was trying to get a taxi in Asia, I was told this app is widely use there. I use this app to hail a taxi so I could pay by card, at the end of the ride. I realize that they don’t even process the payment, and I still had to pay with cash. What is the point of the service? They charge a service fee for simply hailing a cab. I can hail a cab with my own hand. This is a completely useless service, people should just use Uber worldwide.

Ordered food in Malaysia but never received the food but the driver marked as delivered! did complaint to Grab but no response! Didn’t get my money back!!! Very disappointing, worst service!!! I won’t recommend anyone to use this app, it’s a scam!

The constant verifications of cards and face are infuriating. Amazing how the verification steps finally stopped right as the discount promotion timer ended.

If the “Saver Bike” option often has no riders accepting, it would be better to remove this option from the app. It saves time and avoids confusion for users.

App kém về giao đơn hàng chậm trễ

Làm gì cũng lâu lần nào cũng delay không đúng giờ đặt bao nhiều đơn hủy từng đấy đơn tức vãi (trời còn chẳng mưa)