Very poor access to customer service if you have a problem in Singapore - no phone number to speak to someone! Get ready to go back and forth with generic replies from customer service officers who don't care - exasperating. Day 3 now and still no progress.
I canceled an advanced taxi booking and still got charged.I've been fighting Grab for a refund for the past 90 days.
Driver accepted my request then message me to say unable pick up but he refused to cancel it. When I cancel and rebook. I was charged a cancellation fee which Grab management didn't refund but gave a credit with restrictive condition. Resulting I unable to use the credit and I conider I had been conned!!
Grab is a crime. It is unethically designed to exploit unsuspecting customers and grab all the money they have. Passengers are unaware that the so-called 5 star drivers could rate the passengers with low rating simply because they refuse to tip or please the drivers.Suspicious dodgy “5 star drivers”, unethical & illegal MOD drivers manipulating pricing. The app should be banned.
The epitome of Singaporean software negligence and failures. Grab is a negligent, monopolized, enshittified, adspace, shell of a corporation with the no customer support who will out of retaliation for any negative feedback blockade any payment methods. They are non existent and inconsistent, they make you wait for up to an hour for drivers with no updates. Their pricing is not transparent. I have never had so many issues with one company with payments, consistency, timeliness, transparency, integrity, or customer support in my life. SEA is dominated by Grab, and unfortunately for me, I have to deal with them every day I exist in Vietnam. I despise it. They have zero reliable safety checks. My Grab allowed over 30 minutes to pass when I didn’t check in on a GPS error which first of all is absurd, but second of all if I was in danger I would be dead. They have no customer support. Period. This is a subscription Adware, data eating, location stalking, malevolent app that can’t even reliably get you a car. I never have sat waiting for any transport in the rain for more than thirty minutes with a promise of “still looking” for a driver. Not even American public transportation has treated me with such vile and disparaging behavior. Grab, your loss of almost 50% market share to Xanh SM is a godsend for me, they give you a car, they let you pay, and they work and have a phone line to customer service. Singaporean software exports are competing to be the worst of the worst with customer service and Grab hits number one for me. After leaving negative feedback in app and dropping a one star review all my payments mysteriously stopped working. 3DS verification failed on new cards. How coincidental.
I booked an "Advance Booking" in Vietnam for a time-sensitive trip to the airport/hotel. Despite the app staying on the "Searching for Driver" screen for over 20 minutes, Grab is now refusing to refund a cancellation fee, claiming a driver had been assigned.To be clear: No driver details (name, plate, or location) ever appeared on my app. Because of this technical failure, I was forced to hire a private hotel taxi at a high expense to avoid missing my connections. When I contacted support (Case: CAS-100050540661), I was met with a patronizing scripted response telling me to "select services that better align with my travel needs."It is insulting to be blamed for using a service Grab actively markets as reliable, only for it to fail and then have the company "hallucinate" a driver in their logs to justify keeping a cancellation fee. This is a known "system desync" issue where the backend says one thing and the user interface says another.Grab is essentially charging customers for their own technical glitches. If you value your time and your money, do not trust their "Advance" features. Use a local taxi or a competitor instead.
Grab website site is very poor and glitchy. Their customer service is terrible and non existent. I would rate 0 stars if it were possible. Won’t be using this site again
Subject: Safety and Billing Concerns – Grab Service in Chiang Mai and KrabiTo the Grab Support Team,When I first learned about Grab while traveling in Chiang Mai and Krabi, I was genuinely excited. I appreciated the idea of using a local transportation platform and contributing to the system and economy there. At the beginning, the service functioned smoothly.However, that changed.There are several unknown charges currently appearing on my account. I will be reviewing each charge carefully once I am fully settled back in the United States, and I will be disputing any fees that were unauthorized or unclear.While many of the drivers were professional and kind, there were moments that raised serious safety concerns. Some motorbikes did not appear fully secure or properly maintained. Additionally, the most troubling issue was the inconsistency in your address system. There were instances where Grab did not properly recognize or map locations that Google Maps clearly identifies. For travelers, this is not a minor inconvenience. It is a safety issue.It is unacceptable for customers to be charged extra fees without clear explanation. It is unacceptable for rides to be upgraded without consent. Transparency is essential.The most concerning experience occurred in Krabi, where I was dropped off in a dark parking area. The driver parked at a distance, and we had to walk through a poorly lit space. The ride was later canceled. Situations like that can easily escalate into unsafe circumstances. Thankfully, nothing happened, but that does not minimize the risk involved.I want to be clear: not all of my experiences were negative. Many were smooth and professional. However, safety and billing transparency are non-negotiable. Those standards must be consistent.Please review your systems, your mapping accuracy, and your billing practices. If Grab positions itself as a reliable transportation platform, then safety and clarity must be prioritized at every level.I will be reviewing my account thoroughly and expect transparency regarding all charges.I hope meaningful improvements are made. Travelers rely on your service. Safety must come first.Sincerely,Angelic
The quality of their transport services has noticeably declined. It is increasingly common for drivers to cancel bookings after passengers have already waited 10 minutes or more. There appears to be no effective safeguard to protect users from late-stage cancellations by drivers.Similarly, for the food delivery service, customer support responses often default to “there’s nothing we can do” when merchants accept orders but fail to fulfill them. This reflects a lack of accountability within the business model and leaves consumers without adequate recourse when orders are not delivered.
It's impossible to contact a human in support when there is a problem...
If you experience any problems with your food, it’s very difficult to get a refund. Whether the food is too salty, poorly prepared, or even a health concern, they will just say it’s the store’s responsibility. Even though they earn from every order, they don’t take accountability when issues happen.What if the food actually makes someone sick or leads to hospitalization? It feels like they wouldn’t even bother to take it seriously. That’s very concerning.They also accept multiple deliveries at the same time, so if your order is delayed for over an hour, there’s no compensation. It feels like they only care about making money and don’t really listen to their customers.
Terrible. Keep cancelling, prices have doubled
Consistently cancelling orders during meal times because there are no drivers. A huge part of their business is being a food delivery company. People want to order meals at mealtimes. Customer Service is non-existent. Unfortunately, they have the monopoly since they bought out Nham24. Such a shame.
We have been in Vietnam for 3 weeks and Grab worked perfectly fine for us. We arrived at Hanoi Domestic airport just now (our last night) and after waiting for 15 min we could not get a ride into Old Town - so very disappointed!
Had a problem with one of their services, which then turned into a bigger problem. They were super-responsive and helpful, and solved both exactly as asked very quickly
Grab Wallet/Grab Pay sucks. Don't ever use it to make payments. They will just throw you under the bus if there's an issue with the transaction. Ask them to file a dispute on your behalf, they will ask you to wait 3-5 working days then reply that you're on your own.
charged without service, no refundsGrab keeps charging me even when the service is NOT provided.Multiple times, the driver either never showed up or cancelled the ride themselves, yet my card was still charged. No refund. No proper explanation. Just automated replies and silence.What’s even worse: Grab has no problem taking cancellation fees, but somehow “forgets” to refund customers when the driver is at fault. This feels completely unfair and borderline abusive.I contacted support several times — same result every time: no refund, no accountability.Charging people for rides that never happened is unacceptable. I am now escalating this issue through my legal insurance because this behavior is simply not okay.Avoid if you don’t want to lose money for nothing.
We have been using GRAB Vietnam(Da Nang) for "taxi & restaurent food services" for 3 months during our travels. The ease & service of the GRAB App...for ordering & paying has been 100% good. All has been simple & easy. No surprises.
I'm not a fan of any app that pushes you in this or that direction, I'm old-fashioned perhaps, but I like to make my choices. Grab for food is not advanced, translations are bad, and it doesn't want to satisfy the customer, just itself. They don't even try. Cashless? NO!!! I want to pay with cash if I want to.
Nowhere to actually seek assistance.Food arriving 30 minutes late with no option for any discount.Food outside in hot weather for 1 hour! It is not safe to eat….
