Most reviewers were let down by their experience overall. Customers frequently complained that customer support was completely unhelpful, making it extremely difficult to reach a real person when urgent problems arose. Reviewers also reported frustrating delivery delays, unreliable ride bookings, and unexpected extra fees and charges added by drivers during trips.
Though some reviewers were not happy with major issues, a few other people felt that the application worked well for ordering food and booking rides during their travels. Consumers and passengers noted that certain drivers offered reliable transport, transparent pricing, and pleasant assistance throughout their journeys.
Never, never, never use Grab advance booking for an important journey. We had a perfectly easy time with Grab throughout our trip so figured we would use for airport drop off as well. We booked TWO DAYS IN ADVANCE and then received a cancellation at the time of our booking (15 mins after, in fact since it only confirmed no driver 15 mins after the requested time). There is no customer service availability, no re-booking, nothing. We have to rely on kindness of strangers to make our flight on time.
Grab has rarely met expectations for me. Drivers ask me to meet them at entirely different locations than the pick up points, scheduling a ride prevents me from taking rides in the current moment - causing me to cancel and pay extra fees despite having no desire to cancel, cars have arrived without AC in 40+ degrees C. People here have often advised me to use grab to check pricing the negotiate with drivers. After several negative experiences and failed attempts to acheive some degree of customer support, I highly advise using grab to understand good pricing but going direct to other channels instead.
Here’s what you can expect from a Grab ride in Vietnam. I booked a Grab ride in Da Nang, Vietnam.
The driver came up to me and showed me my name on his phone. While we were walking to the car, the driver asked if I wanted him to stay with me at VINCOM and bring me back to Apec Park. He told me it would be US$10 (263,365 VND) to go to VINCOM. That would be 6,752 times the original price. I told him NO. I had booked a one-way ride for 39 VND. Then he asked if I wanted to go anywhere else, showing me a poster with pictures. I said NO. He saw another cruise ship passenger and asked him if he wanted to go to the VINCOM mall. The passenger declined the offer. Then he told me to FIND ANOTHER DRIVER.
When we got to his car, he grabbed my phone, clicked to the CANCEL button and tried to cancel the ride. Then, he walked away from the car. I asked for his drivers' license in Vietnamese and he refused to show it to me. So I took a photo of his car. I needed it to send with the complaint. I went straight back to the ship.
Grab eventually apologized and offered me a credit of VND20—less than 1 American cent.
If you know what I know. bring your walking shoes to Vietnam.
Be careful giving them your card details
I was recently overcharged almost double the value of my journey by driver.
I only noticed this when checking my bank statement. It is very fortunate that I happened to check the day after the incident, because if it had been longer than 3 days, Grab say they won't listen to your complaint.
In order to get a refund, you must write them an email through the app (within 3 days), provide an argument and present evidence.
This is very time consuming.
Along with a refund, I asked for Grab to seek authorisation before making such charges to my card in future, and a small amount of compensatory credit for the time I had to spend going through their process. Both of those requests were refused.
It is too easy for drivers to make extra charges to your card and too burdensome for customers to resolve them.
Grab themselves even suggested I just set the app to cash in future
No thanks, I'll just use Bolt instead
Very disappointed with this experience as I had been a great customer to Grab until this point and felt they could easily have agreed to one of my requests.
Overall the system is too favourable to the drivers, to a dangerous degree in my opinion, giving their ability to make extra charges to your card and that you must notice and for through Grabs process within a strict short timeframe. If anyone else finds themselves in this position I would suggest involving your card issuer, Grab offer no incentive to resolve amicably
"priority" and "on time promise" deliveries ridiculous they just change the time over and over again, useless.
1hour delivery ruins a 450baht meal - oops sorry heres a 15baht voucher! Customer support is a help yourself q&a page - gtfo....
This is a scam webiste for food delivery .the invoice showed 30 but they deducted 40 from our card we pressed only review order but they confirm order with grabmart n refuse to cancel though we contacted them immediately via only way possible the mesage center.ordee came with missing items but couldn't submit the refund as they don't even have refund button and said feedback and review instead.after we waste time and upload photos and press submit button it goes back to the earlier page and ai ask you to fill in the form again .I am surprise many people use grab food when its obviously a cheating website that onky wants to take your monies with no refund for wrong and damage food and the grab do this by using only to service you at their website
Used Grab extensively in both Thailand and Vietnam — both for rides and food delivery. Drivers are reliable, prices are transparent and much cheaper than regular taxis, and the app works flawlessly. Became my go-to for everything. Can’t imagine traveling Southeast Asia without it.
It is so complicated to find information while using GRAB. I try to leave a compliant and it will not submit. I called the phone # for my location (Bangkok, Thailand) and all you get is a recording directing you to the website help area. My fiend sent me her LIVE LOCATION tracking link. I could see the progress and then it was acting erratically and going to meet me at her designated drop off. then it stopped, NOT at drop off and then it said driver cancelled. I tried calling her several times and no connection. I do not know what happened and cannot find out from GRAB. The link has since expired. Very frustrating and pretty bad service.
GrabFood is becoming less and less reliable. Now when you order food, there are three delivery time options. Even if you choose the fastest and most expensive “priority” option, the driver still has to deliver to other places first. They don’t go directly to your order, even though you’ve selected priority. This is truly deceptive, and the company cannot be held accountable for it.
Did you know when a Grab driver says that they have picked you up, you have no option to cancel a booking in progress.
I found out yesterday when I got scammed by a driver, he claimed to pick me up and then went on a joyride, the entire time I was stuck and unable to book another ride.
Literally trapped because of a fake ride, I checked every single thing on the app, there was no was to stop the ride, they completely trust the drivers, and allow them to hold your Grab app hostage while they drive as long as they want.
That is major safety issue, what if the driver had kept going for hours, and I was in an area only accessible by Grab, the app would have put my safety in jeopardy because they give drivers complete control.
My partner downloaded grab in ho chi mihn - we booked a grab from the airport which never arrived - we found 3 guys in grab tee shirts at a grab stand - They were completely useless -and had no interest in helping us - one actually tried to palm us off to a driver who appeared to be his friend for a much higher fee After trying to get a grab for an hour we gave up and took an airport taxi. - my partner can’t use the app now unless she pays 20 vd which I gather is for the booking charge of a grab that never turned up - we’ve mostly taken taxis from different airports in Vietnam - today arriving in Hai phong I thought I would try and see if I could have more success / same issue - book the driver then no show and I undated with pesty taxi drivers - eventually one who said he was grab but no grab ID -convinced us to go with him - where he claimed the grab amount shown did not include tolls so put on an extras 80 vd/ there seems many drivers claiming they are grab yet no ID - it’s a nightmare trying to leave an airport in Vietnam as soon as many drivers cheating tourists - grab has been completely ineffective for us on 2 occasions when we just needed it to do what it’s supposed to do- when you arrive at an airport the main focus is to then get reasonably priced transport / but whilst enduring the long waits with grab - over an hour each time - travellers just become worn down and accept whatever that will get them to their destination - Grab hasn’t wotmrkrf and their is zero support available for it so for us it was just a waste of time and an app that has been easily exploited by other drivers - Little has changed when exiting airports here- it’s a major concern where the grab staff we sought help from in ho chi mihn appear corrupt and self serving -
The ride I ordered came to pick myself, my elderly mom and my toddler son up. He saw us coming with the pram and refused to help us. Just sat in the car and I had to ask him to come out and help me lift the heavy pram into his boot while my mom manages my son in the car. He came out grumbling and when we closed the boot he told me that when we reach I'll have to do it myself. Unbelievable. And this is just one of the multiple horrifying experiences I've had on grab.
We waited almost an hour for our food and it kept delaying. It went from 7pm (I made the order before 6pm) and then 7.15pm, then 7.25pm and finally 7.48pm. By then it was getting late so I decided to shower my toddler first. When I got out at 7.37pm I saw some angry messages from the driver asking for my unit number (I have ordered many times before and the unit number was always there so I’m not sure why he couldn’t find it this time) and basically insulting me that I don’t stay in a landed property and therefore I should have a unit number. When I called him he actually SCREAMED at me on the phone and repeated the same thing about me not staying in a landed property.
Dear Grab, At what point in your policies did it become ok for drivers to abuse and insult customers??!!
AVOID LIKE PANDEMIC, this app took my money in my credit card and didnt refund me even though driver canceled booking. And so many driver in here (Ho Chi Minh) are very rude
They’re faking their drivers 5 star ratings. This app is making Singapore looking like a 3rd world.
Remember Malaysian taxi was ranked as the worst in the world, and now Grab is slowly “contributing” towards societal demise.
Grab had one chance to have driver-partners but now they’re stuck with trashy losers, the in-app hidden features allowing abusive drivers to rate their passengers and using illegal MOD.
All of this shitshow is expected on a daily basis. The way they pickup their passengers by the street is just like picking up thrash & prostitutes.
Still worst, Grab is acting like a bunch useless clowns polishing their driver-rating so they all have FAKE 5 stars even after customers reported abusive behaviors, so it is unsurprising that these “drivers-partners” are VILE & DISPARAGING towards customers ask they could “extort” tips otherwise passengers will be given low rating.
Bolt
Uber
Gojek
Trip.com
Agoda
Booking.com
Shopee