MANY people today rely on food delivery services. It is convenient, time-saving, and, by and large, efficient when it comes to customer care.
However, this was not the case for netizen Amirul Kalif Syde who posted on X (formerly known as Twitter) his less than pleasant experience.
Using the handle @KalifPoi23, the less-than-pleased Grab user recounted how he and his heavily pregnant wife were sent spoiled food, resulting in the latter suffering severe diarrhoea. He underlined that he was not complaining about the taste of the food but rather that it was simply unfit for consumption.
His displeasure stems from the fact that Grab did not entertain his complaint. The food delivery company simply stated that it was unable to provide a refund as it could not be ascertained from the photos whether the food was genuinely off.
The poster is understandably upset at what he perceives to be a totally unsatisfactory response from Grab’s customer service.
He further vented his frustrations by asking if Grab was expecting him to physically post back the offending item.
He also said that, upon further investigation, the merchant had received many negative reviews leading him to ask why Grab still has this restaurant on its list. He insisted that this episode goes beyond a mere refund but rather the type of merchant that is allowed to do business of Grab’s platform. He has since forwarded his complaint to the authorities.
His post, which has been viewed 1.3 million times at the time of writing, has elicited plenty of comments. This is a sample of what other netizens had to say.
Many netizens advised users to always check reviews of restaurants before ordering.
Faced with a deluge of negative comments, Grab finally decided to “investigate” the matter.
The merchant, who has been identified as Nasi Lemak Hani at Bandar Mahkota Cheras, has seemingly been taken off Grab’s list of merchants.
There were many, many more similar complaints about other restaurants from other netizens regarding Grab’s policy of not refunding due to a lack of proof that food was spoiled.
While it is understandable that the food delivery service provider cannot refund every single complaint, something surely can be done when a certain merchant is inundated with terrible reviews.
Business is booming for Grab and other food delivery services. Customer service must go beyond mere lip service. To paraphrase a catchline from a famous superhero film:
With great business comes great responsibility. – Jan 31, 2023
Main photo credit: AFP