GrabUnlimited customer can't get refund for wrong orders due to her 'rise in compensation requests'
She made 102 GrabFood orders from Jan 8 to April 6 this year.
Of these, she requested refunds for four orders, but was denied two of them.
Stomper Wee, a GrabUnlimited user, explained the four orders:
1. I had food poisoning and asked for a refund with a doctor's receipt, but was refunded $10+ for the food only.
2. I received super burnt winglets from Burger King and was refunded $2.70.
3. In February, I ordered drumlets but Pizza Hut gave me winglets.
4. In April, I ordered a salmon bento but was given a chicken teriyaki bento.
Wee said she was denied refunds for the latter two orders despite being sent the wrong items, adding: "Despite numerous attempts to contact Grab, they simply gave a standard template reply."
The Stomper was given the following response after her latest complaint:
"Having looked carefully at your order and your request for compensation, we're sorry to say that we can't provide a refund this time," Grab told Wee.
"We've had to make this tough decision based on our refund policy and after noticing a rise in compensation requests from your account."
Wee told Stomp: "Four out of 102 orders and Grab can tell me this is a high rate of refund requests.
"I hope to share my terrible experience so that the relevant authorities can look into this."
This is not the first time Stompers reported having such experiences with GrabFood.
In April 2024, Stomper AT received the same message about a supposed rise of compensation requests from his account even though he had received the wrong orders.
Separately, Stomper May was denied a refund request in July 2022 after finding a fly in her food as her account "was recently found to have increased in the number of compensation requests".
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