Facebook user Melvin Twj shared how he made an order for about $500+ worth of food from Shake Shack via Grabfood, and later found his order thrown away at a rubbish bin at Jewel Changi Airport.
Grab has since responded and said that they were aware of the incident, and following their investigations, have claimed that their delivery rider had followed Grab’s protocols in handling the situation by throwing away the order because the customer was allegedly uncontactable.
Grab said that on 11 August, the driver had picked up the order to the delivery address that was indicated, and had allegedly sent several messages to the customer through the Grab app to let him know that he was arriving soon, noting that the order was “large”.
Allegedly unreachable
The driver then reached the location but his calls were purportedly not answered by the customer, and Grab added that there was multiple attempts to reach the customer by the GrabFood support team and the driver.
The delivery location was also reportedly restricted to the public and as such, the driver was not able to enter the premises to look for the customer.
Grab further stated that there was “no safe place to leave the order and our delivery partner could not wait any longer” and that the driver was “advised to dispose of the order”.
Grab delivery drivers are advised to dispose their orders if the customer cannot be contacted at their stated location because it may affect their next food orders and earning opportunities.
Response to Grab
Tan responded to Grab saying that he didn’t receive any calls or messages from the driver, and that if he had opted for cash on delivery, the driver would have ensured the order was delivered.
Recap
Facebook user Melvin Twj shared how he made an order for about $500+ worth of food from Shake Shack via Grabfood, and later found his order thrown away at a rubbish bin at Jewel Changi Airport.
Here is what he said
On 11 Aug 2022, I made an order worth $500+ of Shake Shack through Grab but my food was not being sent and was found that the food was being disposed by the Grab driver. I contacted Grab for further enquires but Grab refused to refund me.
Here is the story –
On, 11 Aug 2022
I made an order worth of $500+ of Shake Shack using the Grab app at around 4pm. However, the food was not being sent at all even after waiting for about 2 hours.
I decided to contact Grab and apparently I was being told that the Grab driver claimed that he had already delivered the food and has attached a picture to the Grab advisor claiming that the food has already been sent. When I saw the photo, the screenshot of the location was not at the designated area at all.
Later on, we 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.
12 Aug
I chatted with Grab via Chat to check on the progress on this issue. Grab mentioned that they were still checking on this and will get back to me within 24 – 48 hours.
NOTE: Grab even reassured me that a full refund will be made.
15 Aug
Grab called me and the Grab agent further explained that the Grab driver contacted them and told them that he was unable to find the location.
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.
20 Aug
But after a few days, another Grab advisor called me and told me a different story by stating that the Grab driver was WELL AWARE of the location but instead he was unable to contact me. But the strange thing was that there was no chat history found on my phone at all.
Since the Grab driver did mentioned to Grab that he was able to find the location, I then checked the CCTV around the area in which the security mentioned that there was no sign of any unfamilar vehicle or driver near the designated location.
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.
The Grab agent then advised the Grab driver to either disposed the food or leave it at a safe place. Even after explaining to the Grab agent about this issues, they still reiterate that NO refund will be MADE for this issue.
28 Aug
The Grab duty manager contacted me and this time, he repeatedly told me that the Grab driver was instructed to either place the food at a safe place or to dispose the food. 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???
The duty manager then mentioned that Grab is unable to refund me yet again the $500 and that he will continue to check further with the rider again.
1 Sept 2022
The Grab duty manager, Ahmad Fakhrurrazi Razi called me again, and he explained that the driver had already spoken to the Grab agent and the Grab agent actually suggested to dispose the item AT FIRST. However, driver raised a concern claiming that the food was of a high value which the Grab agent then suggested to leave the food at the security guard post. The driver then raised another concern stating that he was afraid that the food will be stolen at the security guard post.
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+.
So the question remains
- Is the security guard post not deemed as a safe place?
- Is the security guard post not considered a safe place even when there were security there?
- Why would the driver made such a trip to the rubbish bin at basement 2 carpark entrance Jewel, Changi Airport just to dispose the food?
- Why did the Grab driver claimed that he arrived at the designated location but chooses not to deliver the food?
- Since The Grab agent told me that the Grab driver arrived at the location, why was i not informed and the CCTV did not captured anyone unfamiliar?
- Why did the Grab driver did not tried to approach the security and leave the food there instead of making down to rubbish bin at basement 2 carpark entrance Jewel, Changi Airport just to dispose the food?
- Since the Grab driver was well aware that the food was at a high value, what makes him think that he should dispose the food at rubbish bin at basement 2 carpark entrance Jewel, Changi Airport?
- The Grab agent initially reassured me that a full refund will be made but when another Grab agent did a follow up about this issue, they told me that NO refund will be made?
We have tried all ways to contact with different agents but the issue still can’t be resolved. Therefore I’m posting this on Facebook to gain more awareness on this situation.
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!!!!
