A Singaporean Grab rider had taken his poor experience to his Facebook, alleging that Grab’s system is “broken”.
On Monday (5 Oct), Facebook user Wong Jun Min shared that he was only compensated S$8 for a long list of grocery order that summed up to S$495.
Mr Wong recalled that he received one grocery order that was worth close to S$500, and this particular order took him seven trips to complete.
Upon receiving the order, he had doubts about the number of possible trips he had to make, and if the delivery charges would increase accordingly.
Therefore, he chatted up Grab’s support to clarify if it was alright for him to proceed with the delivery, and if he would later be compensated accordingly.
Mr Wong alleged that Grab support did not answer his question directly, though he was told to proceed with the order, and he need not worry about being compensated.
“Before the delivery, I chat up with the support to inform them ‘This is a super large order, may take more than a trip to complete. Are you sure this is really OK to deliver? Will I be compensate base on the number of trips? If can’t, I will proceed to cancel’.
“They just avoid the question, just tell me to proceed and tell me will be compensated. Ask again how much, they just tell me don’t worry, I will be compensate.”
He ended up taking the order, only to regret doing so after finding out that he only received a meagre sum of S$8 as compensation.
Mr Wong went on to contact Grab support again to appeal for more compensation, and he was given the response that S$8 is the maximum compensation Grab could provide.
He pointed out that Grab’s system was broken, adding that customers could make a large order yet the rider’s delivery charges would be unfairly capped at a certain amount.
Following this experience of his, Mr Wong warned other riders to avoid taking orders that would require more than two trips.
In a screen recording attached on his Facebook post, it shows the list of grocery order he received. The order consist items like 1kg of carrots, 1kg of tomatoes, 30 eggs, 1kg sugar, 1kg frozen fish, 1kg whole chicken, etc.
Mr Wong expressed his frustration not only because he was compensated with a seemingly small amount of money, but also because the grocery order he took was extremely heavy.
TOC has reached out to Grab for a comment on this matter.
Grab is aware and looking into the alleged incident
In response to TOC’s query, a spokesperson from Grab stated that the company is aware of the alleged incident, and it is currently looking into it.
“Grab is aware and looking into this.”
[Update: 10am, 12 October 2020]
Grab has provided additional compensation to Mr Wong after investigating and assessing the situation
In an updated statement by Grab on Monday morning (12 Oct), its spokesperson said that the company has conducted an investigation and assessment on the incident, following which additionally compensation has been provided to Mr Wong.
Grab’s spokesperson also clarified on what allegedly went wrong with its system.
“We have investigated and assessed the situation and provided additional compensation to our delivery-partner. Our system takes into consideration the mode of transportation our delivery-partners use and the type of order received when assigning orders. However, there are times when delivery-partners find themselves assigned to jobs that would require more trips to fulfil.
“In such situations, we encourage them to contact our customer experience team and provide as much detail as possible so we can recommend the right course of action, such as re-assigning the order to a delivery-partner with a more suitable mode of transport. As consumers are increasingly placing larger orders on our platform, we will also continue to find new ways to enhance the delivery experience for all our users.”