Honestly, I’m absolutely fuming right now. I just need to get this off my chest because the logic—or complete lack thereof—from Grab is making my blood boil.
So, I ordered dinner tonight. Total bill was about $24. The poor rider arrives, but the moment he hands me the bag, it’s a disaster. Everything was soaked, containers smashed, soup everywhere. A total write-off. The guy was super apologetic, looked like he was having a rough night, and honestly, I’m not a jerk. I didn’t scold him or get angry at him; accidents happen, and I know being a rider is a grind. I told him it was fine, I’d just settle it through the app.
Big mistake.
I go through the Grab app, report the damaged food, upload the photos of the mess, and wait for my refund. I’m thinking, “Okay, $24 back, no big deal, I’ll just order something else.”
Tell me why I see a “partial refund” notification? I check the breakdown, and these clowns only gave me back $16. They kept $8.
I look closer and it’s listed as a “Service Fee” and delivery charge. HELLO? NABEI CB? What service fee? What service did I actually receive? The “service” of watching my dinner leak onto my floor mats? The “service” of having to clean up a oily mess at 8:00 PM while I’m starving?
I paid $8 for the privilege of NOT eating. I literally have $8 less in my bank account and zero food in my stomach. How is that even legal? You can’t fail to deliver the core product and then charge me for the “effort” of failing. Knn like that go rob better right? At least a robber is honest about taking your money for nothing.
I tried talking to their support and it’s just robotic “Policy this, Policy that.” It is absolute daylight robbery. It’s not about the $8 anymore, it’s the principle. Why am I, the customer, subsidizing the cost of a failed delivery? If the food is inedible, the transaction is void. Full stop.
Never felt so scammed in my life. Anyone else dealt with this “partial refund” nonsense? Because I am this close to just deleting the app and walking to the coffeeshop from now on.
TL;DR: Rider spilled food, I stayed calm and was nice to him, but Grab decides to keep $8 of my money as a “service fee” for food I couldn’t even eat. SMLJ??