'Grab system loophole?': GrabFood driver allegedly cancels customer's order after collecting food
A GrabFood customer in Tampines said they were shocked after their Pizza Hut order was allegedly collected by the delivery driver - only for it to later be cancelled on the app.
Screenshots related to the Nov 5 order, shared in a Reddit post, included a Pizza Hut staff member acknowledging that the GrabFood driver had already collected the order before it was cancelled.
'Merchant is closed'
Confused, the customer said they waited for over an hour before receiving a notification that the order had been cancelled, with the reason listed as "merchant is closed".
Believing the food had already been prepared, the customer contacted Pizza Hut for an explanation on the sudden cancellation.
According to screenshots provided by the customer, the app had identified the driver as Muhammad Ashraf Ashari. In a chat with a Pizza Hut employee, the staff confirmed that the rider "had collected (the order) for quite some time already".
Although the customer was automatically refunded, they expressed concern that the incident could be seen as "stealing" and warned others to be cautious when ordering through the platform.
In response to Stomp's queries, a Grab spokesperson said that they have taken immediate action to suspend the delivery partner involved. The customer has also been refunded and offered a goodwill voucher.
The spokesperson added: "The experience of our users on the Grab app is one of our top priorities and we sincerely apologise for the experience the customer had with our delivery-partner."
'Low crime doesn't mean no crime': Netizen
"Do you mean the deliverers can mark the shop as closed and hence cancel any orders?" one shocked user asked.
"Just report on your end to grab and the restaurant will also report," said another. "Restaurants will report because such cancellations mean not only loss of revenue but also loss of the cost of ingredients."
Others debated how such incidents could happen and whether Grab should introduce tighter safeguards.
Meanwhile, others joked about reporting the case as "theft of food".
"This could be the reason why so many do grab delivery, literally free meals included," quipped one.
