Grab has gotten significantly worse.
Grab has gotten significantly worse in the last couple of months. 1. Drivers taking 30-1hr to pick up food (never mind deliver it!) Food comes cold and rancid - so you end up paying for barely edible unpleasant food with no recourse except a 15baht voucher. Thanks, guys...as if that even vaguely makes it better. 2. MULTIPLE drivers not delivering the food they pick up. - One guy TOOK MY FOOD HOME. Marked it as delivered. Once we got in contact with Grab because it was not, in fact, delivered, and they presumably contacted him - he sent us a bunch of lies. - Another driver accepted an order and never went to pick it up. Did not cancel because I guess it counts against them, just didn't go. When we messaged her she started complaining to us that it was too far and blaming us for ordering. NICE! - A Grab mart delivery was incorrect. We put "no substitutes" and he chose to substitute for things we did not want by his own accord. When we said we didn't want it, he started going crazy on our doorstep and refusing to contact the store. He literally would not leave until we took the items. Basically forcing us to pay for things we actively did not order and didn't want. 3. Grab drivers accepting rides and then complaining about distance, asking for more money. 4. And this is a Grab issue, not a driver issue: charging extra for Priority service. A driver took 30-40 minutes to pick up my Priority order. I got through to customer service who confirmed that even priority orders get batched together. That means that you pay extra for the driver to stop off in various places before pick up - which, because of how little they're paid, they're going to stack as many orders before picking up a Priority one, because they technically have to deliver that one first. This is NOT what is advertised. Charging premium for a service that claims to be something it isn't is unethical. Grab never used to be like this. I think that because they have the monopoly in Thailand, they take advantage of customers and don't bother providing a proper service. Every other time I use Grab here there's an issue. And they don't seem to care at all. They just say "we'll take that as feedback" and the service just gets worse and worse. While I do feel bad for Grab drivers because they don't get paid as much as they should, that doesn't mean I'm okay with them taking my food home, trying to ask for more money, misbehaving on my doorstep, or Grab allowing them loopholes that means I pay a decent chunk of change for cold food and bad service.