Grabcar Malaysia review: Complaint regarding delayed order, refused cancellation, and poor customer service

I am filing a serious complaint regarding Grab’s extremely poor handling of order cancellations and delayed deliveries.

My recent experience was unacceptable.

The first incident happened during heavy rain.
I wanted to cancel the order because I was concerned about the driver’s safety.
However, I was told that cancellation was not allowed because the kitchen had already started preparing the food.
This response was unreasonable and irresponsible.
Customer safety concerns and driver safety should never be brushed aside with such a rigid and dismissive answer.

The second incident happened yesterday.
After work, I placed an order and was told the waiting time would be 20 to 30 minutes.
In reality, we waited 40 minutes, and the order kept being delayed.
I then contacted Grab and clearly requested to cancel the order because of the ongoing delay.

Instead of handling the matter properly, your customer service kept dragging the issue without giving a clear answer or real solution.
They wasted even more of my time, and after a full hour, there was still no proper confirmation on whether the driver had even picked up the order.
Despite this excessive delay, I was still not allowed to cancel.

This is not customer service.
This feels like forcing customers to accept an order no matter how badly the situation is handled.
There was no sincerity, no accountability, and no real effort to resolve the problem fairly.

Making a customer wait for an hour, while continuously delaying the response and refusing cancellation, is completely unreasonable.
It shows a serious lack of respect for the customer’s time and experience.
The way this was handled was frustrating, dishonest, and deeply disappointing.

Grab needs to seriously review this kind of service practice.
Customers should not be forced to continue with an order when there are major delays, unclear delivery status, and poor support handling.
If this is the standard of service, then it reflects very badly on the platform.

I expect a proper explanation and a serious review of this matter.

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