A GrabExpress delivery driver has been banned by Grab after eight boxes of mooncakes meant for a customer’s clients went missing. The driver picked up the mooncakes on 5 September, but they never reached their intended recipients.
Background
The affected customer, Joanne, explained that her marketing agency had ordered mooncakes for their clients in anticipation of the Mid-Autumn Festival. She arranged for a GrabExpress delivery to send the mooncakes to the clients’ offices on 5 September. However, one batch, consisting of eight boxes from Ding Mooncake along with handwritten greeting cards, never arrived. The driver, identified as “Ng Kim Song” in the app, uploaded photos of the eight bags in his vehicle boot and exterior shots of the delivery addresses as proof. Despite this, none of the five intended recipients received the mooncakes. Joanne reported the incident to Grab immediately.
Two users complained about same driver
Joanne’s suspicions grew when she found complaints from two other users on Grab’s Facebook page about the same driver. One user alleged that the driver picked up their order but did not deliver it, while another claimed the driver failed to pick up her items for delivery three times but still collected the fee. Joanne also checked CCTV footage from her building management and noted that the driver did not resemble his profile picture in the app. She lodged a police report on 10 September regarding the suspected theft.
A ‘stressful experience’
Joanne shared that Grab refunded her the S$74.50 delivery fee on 13 September and agreed to compensate her for the cost of the mooncakes five days later. Despite this, the experience was stressful for her. Her company had to purchase a new batch of mooncakes and rewrite the handwritten cards. Joanne hopes that Grab will screen its drivers more thoroughly to prevent such incidents in the future.
We have banned the driver: Grab
In response to enquiries, a Grab spokesperson apologised for the unpleasant experience Joanne had with GrabExpress. “We do not condone the behaviour of falsely confirming deliveries, as it goes against Grab’s commitment to service integrity,” the spokesperson said. “We have taken immediate action by banning the delivery-partner involved and have refunded the customer for the missing items.”
Related incidents
This is not the first time Grab has faced issues with its delivery partners. In a separate incident, a delivery rider was banned after throwing a McDonald’s order outside a customer’s home. The customer, Asher Ashvin, posted about the incident on social media, sharing a video of the torn paper bags and spilled drinks. These incidents highlight the need for stricter screening and monitoring of delivery partners to ensure service integrity.
