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1.0 591 Reviews

Grab Complaints Summary

1 Resolved
590 Unresolved
Our verdict: Engaging with Grab at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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Grab reviews & complaints 591

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R
11:48 pm EST

Grab complaint on blc5434

I'm a frequent user in Grab, and this is the first time I encouter this and I really cannot accept and tolerate on his manners.

on 10 Dec, I was at My town shopping mall and I booked a grab back home about 9pm. I came to this driver who confirm my pick up, (See attached photo) and click at main entrance, but I stand at ikea entrance, which I dono where is the main entrance, because this is a new mall. during the conversation with him, I ask him where he is, and he say main entrance, and I ask him how to go there, or can you come to ikea entrance,.. he told me you at ikea entrance, why u click main entrance? I told him this mall is new, and at the end we argue for a while and he hang up the phone. I call him again, he did not pick up and for a while later he pick up the phone. I asked him his location, he say at main entrance, I ask him where is the main entrance because im not familiar with this mall and end up he raise his voice and we get into arguement and he hang up my call again. At the end he cancel my booking.

I can't take this and I decide to complain on him and wish your end could have given him a warning on his bad manners of hanging up phone call.

Thank you for looking this matter seriously

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C
9:00 am EST
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Grab I am complaining about grab driver, ryan cruz of the philippines who confirmed through grab application on 12/9/2017, to pick up me and my husband.

Ryan Cruz was informed thru Grab application by, me and my husband ti pick us up from SM Supermarket in Dasmarinas, Cavite, Philippines. Upon accepting the service, Ryan proceeded to cancel our confirmed reservation. This was very unprofessional of Ryan Cruz and we hope that Grab would black-list him from Grab. He Ryan Cruz is not worthy to be a Grab driver because of his unkind, uncalled for act of dis-service to customers. Please follow up on this complaint so that others are not victimized in the same manner.

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S
7:31 pm EST
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Grab grabcar driver was very very impolite

I would like to complain about a driver named Paul Nino Catoto Vizcarra who was very impolite during a trip. He missed a u-turn, which made us take a long and traffic detour. I told him that he was wrong but he insisted that it's where I pinned. I use that destination everyday but ALL of my previous grab drivers NEVER had the mistake like what he committed. All of my past drivers were clear about my destination. And he had the nerve to get pissed off at me, but he was the one at fault. Bottomline, I was late for work because of his mistake, and added fuel to fire when he got pissed off at me. I believe drivers should never be like that to their customers, ESPECIALLY when the drivers are at fault.

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M
7:59 pm EST
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Grab grab car was 15-20 minutes to pick-up and I missed my flight

I booked the grab around 12:35 PM yesterday (2 Dec). When I booked, it showed that arriving time was 2 minutes. I was in hurry and that's why I booked grab. After waiting for 5 minutes, arriving time is changed to 6 mins but still no show after that. Arriving time was changing 5 to 2 mins, then 2 mins to 5 mins many times. The problem was Grab driver was lost and couldn't find my block. My home is just beside the Seragoon road and not difficult to find. While waiting, I didn't cancel the booking because I thought it's arriving soon. But grab arrived only around 12:53 PM (was late for 18 mins). From my home to airport is just less than 20 mins drive (no traffic nor raining at that time). I was 5 mins late to check-in and airport counter didn't let me check in. My holiday plan was ruined. And I already arranged to go to another city in Myanmar and now I have lost booking fees. I would like to request to reimburse flight ticket fees (SGD 332.66 SGD) + grab taxi fees (20 SGD). Please take the action for this and my email address is [protected]@gmail.com

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Update by Me Me Han
Dec 02, 2017 9:16 pm EST

There is no resolution for grab yet. Customer service told they would called me back by end of 2 Dec but no one call me back yet.

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M
5:12 am EST

Grab the driver didn’t cancel the booking by himself and he let me wait 15 mins and he cancelled by himself.

The driver is very impolite. He let me wait him for 15-20 mins and he cancelled. At first I wanted him to cancel by himself bez it was his problem why he accepted the booking when he knew his own situation. And I said I would wait and he cancelled after 15mins. And also he was too proud of himself that he was a Singaporean and he thought government gave him a lot of benefit and would not get any punishment. It's so bad and unrespectable

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D
10:21 pm EST
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Grab the driver behaviour

Hello good afternoon grab services, Yesterday around 4 pm something I have been booked a grab car through the application, unfortunately the driver not arrive on the time whereas I call the driver once I saw the status arrived but then the driver keep on drag me over here there and make me ids pointed due to I'm one of the well known company CEO and I cancel the booking and he send me a vulgar word towards me and kept sending the text message, herewith I provide the evidence of booking and cancel trip with the text message send by the driver.

I hope I will get the good response from this, before I take take any action or report to police about the driver and services.

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M
7:39 pm EST

Grab grabcar (w/ #np 3799), driver's name is mr. justin capacia cruz

Nov 28, 2017, between 7:30am and 8:15am

When I booked the grabcar I called the driver at once to know his exact location, but he only answered "nasa Ortigas po". Note that the pick-up location is in Ortigas.

After 20 mins of waiting, I called him again and asked for his exact location by asking the street in Ortigas so I can gauge and wait for him outside the bldg. because I walk slowly (due to my pregnancy). He only answered "malapit na po." In 5-10 mins, he texted and asked "nasaan na kayo". So I step out of the building to see him.

On the way to the destination, I asked him to turn right to San Miguel Ave. (before the intersection) but he didn't say a word. However, when we reached the intersection, he is not turning right. Thus I told him again to turn right to San Miguel Ave (and he answered back " iba kasi ang sinasabi ni Waze"). After turning U-turn, I asked him to go to inner left because that's a fast lane but he didn't listen/follow nor say a word.

After 1 minute, a stranger tried to open the door of the car. The driver asked me if it's okay to pick up another passenger [Note that I did not book for Grabshare because I want privacy]. I said nothing because I was left with no choice because the stranger is already outside of the car trying to open the door.

Resolution:
Definitely suspension / penalty is not a resolution for this incident.
However, I would like you to call the attention of the driver to remind him to be polite in answering questions of his passengers, give his exact location (whenever he's asked), listen to his passengers, and more importantly don't book another trip while he has a passenger onboard.

Thanks.

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C
6:48 pm EST

Grab I am complaining about a grab driver whose name is ricardo gullem pacinio with plate number ni 1042

At around 7:15am I booked a 6seater grab car and the apps find me a driver, but no details indicated, no plate and driver's name either.. I am going to cancel the booking kasi I dont know any details of the car, but failed or system error to do so, dahilan kaya nagcommute na lang ako kasi malilate na ko. Suddenly, a number appear and calling me, I cant answer the call kasi im commuting.., after na hindi ko masagot, nagtext sya saying ("hello mam kung ayaw mong sumakay icancel mo nalang wag mo kmeng gagohin. Nakailang tawag n ako sau wala k man lng sagut") tinext ko namn sya na ikinancel ko na, hndi pa lang nagok sa grab apps kasi, error nga.. Hiw arrogant it is, he call me gago.. Is that a good driver of grab will be... Dapat hndi ganun mga driver nyo... Sa tagal at dami ko ng booking, sya lang at first time na naexperience. Ko... Hopinh to take some action to this kind of grab or uber driver man sya... Tsk.. Tsk.. So annoying early in the morning... Please hrar my complaint..

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C
12:05 am EST

Grab could not call any grabcar

It is already two week that I could not call any grab car, is is shown that there are grab cars in my area but no one is accepting my call. I'm frustrated with this situation and hope that grab car company could fix this issue. I also found that Grab car service is getting worst, I could change my transporting app if this situation keeps on going. The area I lived in is Setapak, Malaysia

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S
4:59 am EST

Grab driver being rude

Hi my name is siti salmah and I book grab today around 3pm from cemara apartment block b to city university since I'm late for my exams today and I got a driver name wan amerool car number dbc 6070 and his mobile number is [protected] and I texted him to say whether he's nearby already or not and he replied he's here already and then I receive a call from him and I told him where he's at now and he said he's in cemara apartment already and I told where as they are 2 entrance to enter the building one is the main entrance which is just next to cengal condominium and the other one is opposite to the shop lot and he said he's at the main entrance so I quickly went to the main entrance but the car was not there and waited for 15 mins still nowhere to be seen until I had no choice but to take cab to my university and shortly after that he sms me saying
Its already 10 minutes. I cant wait for you anymore. Please get another driver. Please make sure you are ready at pickup point before request for grab. We are not your personal driver. Thanks ! I'm extremely upset and disappointed with this driver and I hope that the grab company take an appropriate action on this matter.

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S
9:40 pm EST

Grab grab hitch driver - joe ng

I had a hitch ride booking with this rude driver which dont know what he was doing. I understand that hitch driver is just a "tongpang" service, I didnt expect much. I book at 10.20am but till 10.27am he didnt turn up. I called and asked how long will he be reaching, he answered me back "I am at ave 2, how long you think?". If I know I would be driving instead of using grab. I see the app map he was at bukit panjang, my location is yishun. Isnt it too far-stretch to accept my hitch request? At 10.28, he said if I am so rush I can cancel the booking. I am in a rush yes but I told him that its ok, but at least tell me how long more he will be reaching. He still cannot tell me and just say he is on the way. Then he say I am too demanding and hang up the call. Can grab at least assess who is driving for you? Your driver at fault then at least admit it and cancel, dont waste time and blame passenger.

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V
10:45 pm EST
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Grab unethical behaviour

I booked a car this morning the car plate number is ve1699, driver name is arjay pozon bautista, he recived the request but didnt come to pick me up, went to another direction instead, and my payment method is debit card, its already charged me but I did not even get in the car!
this is so angry and unprofessional, I hope grab can find a better way to control this kind of situation, it is so not safe

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J
7:07 pm EST

Grab grab service

I am utterly disappointed with Grab's service level recently. I have previously made 2 feedbacks, 1 driver for dangerous driving whereby I have nearly gotten into an accident with another car. The other for taking much longer time then it is stated to get to my location. Grab says that they takes passengers feedback seriously, but I did not receive any follow up with my feedbacks/complains. Also, many a times grab have match me with Drivers taking more than 5mins to reach my location. If that's the case, why do I need to take grab when I can just hail a cab along the road. It is faster that way. This complaint/feedback came from me as today, I have another incident of grab cancelling my ride on its own accord. I am really lost for words. I really hope Grab can take this feedback seriously and improve on their matching. (For grab share - Not match passengers going to different routes, it is very inconvenient for the passengers as the Drivers take almost up to 45-1 hour to drop the second passenger) (For grab taxi - not match passengers with Drivers that are still dropping another passengers, resulting in the wait of 10mins). Please kindly take my feedback seriously. Thank you.

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S
7:39 am EST

Grab grabcar

I had called in for a refund of the $5 that they charged me for cancellation. I requested to talk to a higher authority for the waiver, and I have this extremely rude lady interogating me like a criminal and talking to me like I owe her money. She was so annoying and rude that I had to cut her call short. What kinda customer service is that? All for a refund of a mere $5? I shouldnt have wasted my time and energy on this. I will never use grab or will never encourage anyone to use it!

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M
7:49 am EST
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Grab about an impolite driver from grab philippines

Booking ID: ADR-[protected]-3-155
Mr. Billy Jet Dolorical Camposano
Plate # BOF 766 Mitsubishi Mirage G4

A cancelled trip from Cash and Carry Mall, Makati to Renz Building, San Andres to Emilio Aguinaldo College, General Luna. Ermita Manila at around 8:18 pm

Good day!

I would like to file a complain regarding on my cancelled trip November 19, 2017 Sunday. Mr Camposano who is the Grab driver for the said trip, I called the driver when the app notified me that the car has arrived to the pick up point. The driver asked if our booked trip has two destinations and I confirmed to the driver that we booked two destinations because my friend and I was about to go home. He even said that the last destination is far and the bill is only Php 189 and after that he hang up the phone and never showed up to the pick up area. He didn't even notify me that he doesn't to take the trip anymore so we waited for atleast 5 to 10 minutes waiting for him to show up.

Please do something about this Grab Philippines this is very unfair to passengers who are willing to pay and to wait for the service.

Thank you!

Miguel Paolo H. Antiporta
[protected]@gmail.com

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L
6:39 am EST

Grab disappointed service

I have called a grab from Oasis Suite KL to TBS to take bus to Singapore, I made the grab booking at 1945hrs on 19 Nov 2017, I have message him but he didn't reply.

I try to contacted him by phone, he told me on the way, at that point of time was 2000hrs.

From the grab location, can see he kept turn around. He didn't make courtesy to contact me until I called him at 2015hrs, he told me the GPS system may spoil and he doesn't know the way to our location.

It is really disappointed, my bus ticket was 2030hrs and I think I will require to purchase new bus ticket.

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8:54 pm EST
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Grab unethical behaviour

Hi, I booked a grab car for my guest at the hotel, I couldn't pickup the call from the driver as I was occupied with my job, as the driver called me the second time, he immediately shout at me, like what in the world would you shout at me for? I am very displeased of the service he give. I would like if you all hired a better grab car driver. This is a very unpleasant things to experience.. The grab car no was [protected] and the name is Long You Chin with a plat Number VG4589.

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K
5:16 am EST

Grab grab taxi to nip airport

We were picked up at about 5pm by the taxi driver and was told the travel would be 56 mins. 50 mins later we're in the other direction getting petrol and probably going to miss our flight as the journey still says 50 mins to get there so this has been the worst journey still in the cab now just hoping we make it ☹ not a happy customer at all. Definitely not using again.

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10:33 am EST

Grab fare change was not given

Date of Incident: 15 November 2017
Client number: [protected]
Full Incident Description:

We contacted and booked a Grab on 15 November 2017, at 11:19PM from Botolan, Sta. Mesa going to San Joaquin, Pasig City. We were all so tired that night, for we just came from my uncle's wake in San Narciso, Zambales and had to travel from there, to Sta. Mesa, then to Pasig, considering that we lack sleep. It was unfortunate that I had to experience such, all we thought only cab drivers do such a thing. you really do not know whom to trust now. At least when you ride a jeepney, they would give back the change.

Here is what my wife said: "2pcs na php500 ang nabigay ko sa kanya. Hindi na niya binalik ang sukli. Sa McDonalds San Joaquin ako nagpapababa, instead sa San Joaquin Elem School ako with my 3 kids and 2 nieces kami binaba. Sobrang antok ko, kaya nung sinabi ko na 'Okay na ba po ba yan', sumagot yung driver na 'Okay na po ma'am'. Tapos hindi man lang niyan ako binigyan ng sukli."

How can we flag this driver for his unprofessional conduct? This is such a disgrace for Grab Company as a whole. I attached the details of the driver, together with the vehicle information and the destination and fare details.

I hope this complaint will be given enough clarification. Thank you.

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Update by Cextn Espiritu
Dec 14, 2017 9:34 am EST

No action has been taken. We never heard anything from Grab company. Such a waste of time. Its a complete rip-off!

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R
3:45 am EST

Grab rude & unethical grab premium driver

On Sunday 12 Nov 2017, a grab premium driver answered my call for a SGD 8 ride (short distance). Upon arrival, the driver expressed his reluctance to carry me, my wife and three young children of 4, 8 and 11. He claimed that a fare adjustment is allowed through GRAB operator and refused additional SGD3 that I offered to him in cash and cited trip definitely requires more than what I offered.

He kept trying to explain that fare should be based on 6-seater grab premium option instead of normal grab premium eventhough his six-seater toyota alphard could accomodate all of us. An arguement ensues when I told him he should be prepared when he accepted a normal premium fare (which is lower). I sought his confirmation what he would like to do since we were already seated inside.

He opted to alight us after travelling 25metres in rainy weather. I wish GRAB will immediately act on such unethical drivers. I also wonder if fare adjustment can be effected upon accepting the job. This driver is like a walking time bomb. Very calculative kind of driver, typically encountered in 1980s Singapore.

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Grab In-depth Review

Overview: Grab is a leading ride-hailing and delivery service provider that operates in multiple countries, including Vietnam. With a rich history and strong market presence, Grab offers a range of services to meet the diverse needs of its users.

Services Offered: Grab provides a comprehensive range of services, including ride-hailing, food delivery, and package delivery. These services are available in various cities and regions across Vietnam, ensuring convenience and accessibility for users. Within each service category, Grab offers a wide range of options and features to cater to different preferences and requirements.

User Experience: Booking and using Grab services are incredibly easy and convenient. The user-friendly interface and mobile application make it seamless to request rides or deliveries. Additionally, Grab's customer support is highly responsive and readily available to assist users, ensuring a satisfactory experience overall.

Pricing and Payment: Grab maintains transparency in its pricing structure, allowing users to have a clear understanding of the fares or delivery fees. The affordability and competitiveness of Grab's pricing make it an attractive choice for users. Moreover, Grab frequently offers promotional offers and discounts, providing additional value. Users can choose from a range of payment options, and Grab ensures the security of transactions.

Driver/Partner Network: Grab boasts a large and high-quality driver or partner network. Drivers undergo thorough screening and training processes, ensuring passenger safety and comfort. The driver ratings and feedback system further enhances the quality of the network. Grab prioritizes safety measures and protocols to provide a secure experience for passengers.

Delivery Efficiency: Grab's delivery services are known for their timeliness and reliability. Users can track their deliveries in real-time, receiving updates throughout the process. Grab ensures that delivered items are in good condition and of high quality. In the rare event of complaints or issues, Grab handles them promptly and efficiently.

Safety and Security: Grab prioritizes the safety of both passengers and drivers. The company implements various safety measures, including insurance coverage for accidents or incidents. Additionally, Grab has robust measures in place to prevent fraud or unauthorized access. User reviews and feedback highlight the positive safety aspects of Grab's services.

Corporate Social Responsibility: Grab actively engages in initiatives and programs that support local communities and social causes. The company also emphasizes environmental sustainability efforts, contributing to a greener future. Through partnerships with local organizations and charities, Grab demonstrates its commitment to making a positive impact. Transparency and accountability are evident in Grab's corporate practices.

Competitor Comparison: When compared to other similar service providers in the market, Grab stands out with its unique features and strengths. The extensive range of services, user-friendly interface, and strong driver network are some of Grab's advantages. However, there may be areas where competitors excel, and Grab continuously strives to improve and address any weaknesses.

Overall Rating and Conclusion: Grab is an exceptional service provider that offers a seamless and convenient experience to its users in Vietnam. With its wide range of services, user-friendly interface, competitive pricing, and commitment to safety and corporate social responsibility, Grab receives a high overall rating. Potential users can confidently rely on Grab for their transportation and delivery needs.

Overall, Grab is highly recommended for its excellent services and commitment to customer satisfaction.

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Phone numbers

+65 6570 3925 +63 883 7100

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www.grab.com/vn/en

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