React: Is The GrabFood Rider Wrong?

During food deliveries, sometimes there are certain processes that a customer may not understand. Things like packing and procedures often get misunderstood. On the morning of 28 December 2023, an article was published on Stomp about a customer’s order that was delivered by a Grabfood rider.

In the article, it states that upon delivery, the customer found out that he received regular fries instead of cheese. The customer then asks the Grabfood rider for clarification.

The Preparation Process

On the GrabFood delivery platform, there are two classifications of vendors. One is the restaurants and the other is the regular hawker.

Previously there was an increasing number of food burglars mainly involving vendors from the restaurants. Foods such as fries, burgers, or even drinks would either be partially consumed or taken by the food burglars. So as a preventive measure, the restaurants would tie a dead knot if they were using plastic bags The restaurants using paper bags would use tapes to seal their paper bags.

By doing so they confirm that they have checked and prepared the order correctly. On the other hand, the food delivery riders could only check what could visually be seen, eg. drinks.

The hawker, however, with their packaging usually in clear plastic containers is easier and often open to checks by the food delivery riders in case of any missing items. The checks mentioned are only limited to the quantity of the food and not the type of food prepared by the vendor. With so many vendors in hand, the rider can’t know every item on the menu. Let alone those doing islandwide deliveries.

Grabfood rider situation

The rider picked up the order from the vendor and sent it sealed to the customer. The customer, upon receiving the package, breaks the seal and checks the package. Upon checking, the customer found that the vendor packed the wrong fries.

In this situation, the rider had delivered the sealed package to the customer. He had done his job of delivering a sealed package. Only the fries, which were in the sealed bag, were packed wrongly. Thus the fault lies with the vendor.

What can be done?

As a GrabFood customer, whether there is a spillage or a missing item, the customer should contact the GrabFood hotline via their chat service. In these cases, GrabFood would usually issue a refund only on the affected items. Most delivery companies will not do a second delivery as well.

Hope this helps to clarify and help fellow customers should they encounter such situations in the near future.