A Grab delivery agent was left shocked at the ‘unsympathetic’ response from his company after he slipped in the rain in Singapore and injured his leg.
The rider identified as Arif was working his shift on a rainy day when he accidentally slipped after completing an order. Soon after, the Grab app automatically assigned him for two more order deliveries, Mothership reported.
Arif realized that he could not complete the deliveries due to his injury and contacted the Grab Support to reassign the orders to another delivery partner. He even sent pictures of his injuries to prove his problem.
The company, instead of helping him, coldly asked him why he accepted the order. The screenshots show the Grab Support refusing to reassign the orders.
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The chat executive told him:
“Thank you for informing us about your situation. However, if you were already aware of your injury and the rainy, slippery conditions, why did you go online and accept jobs? … We are unable to reassign your order. If you wish to cancel, you will need to do so on your end.”
Arif clarified that the two orders were accepted automatically through the app’s ‘auto accept’ feature. He further explained that riders use this feature to secure jobs quickly, but in this case, he had no chance to reject them.
Grab’s Response
A customer eventually cancelled the order, while Arif cancelled the order himself. He stated, “It’s unbecoming that Grab is giving me this kind of response.”
Later, a Grab spokesperson admitted that the response was ‘inaccurate and not up to the standards’. He said, “If partners are injured on-the-job, they should stop work immediately and receive treatment… Grab will assign a new delivery-partner to complete the order.”
