GrabFood Driver Delivered My Order Incomplete and Became Hostile

On May 18, 2026, at approximately 8:20 PM, I placed a GrabFood order from Kenny Rogers Roasters – Pasig Blvd with a total bill of ₱1,413.16. When the order arrived, one of the items I paid for was missing, and on top of that, I experienced extremely rude and hostile behavior from the assigned delivery driver.

The driver initially arrived at the wrong location and immediately became argumentative and confrontational, insisting that the app had pinned the wrong address and attempting to blame me for the issue. Instead of handling the situation professionally and calmly, the driver behaved in an aggressive and disrespectful manner.

In addition to this behavior, one of the items from my paid order never arrived. Based on the circumstances, I strongly suspect that the driver either intentionally kept the missing item or failed to deliver it due to extreme negligence and lack of attention.

I contacted GrabFood customer support regarding both the missing item and the driver’s unacceptable conduct. Unfortunately, the response I received was extremely disappointing. Rather than properly investigating the issue, support repeatedly referred to company policy and refused to acknowledge any responsibility. I was only offered a refund of ₱80, which completely fails to reflect the seriousness of the situation and does nothing to address the driver’s conduct or accountability.

What is especially frustrating is that Grab appears to have misunderstood or ignored the evidence I already provided, including my receipt. The missing item was a can of A&W Root Beer clearly listed on the order receipt, meaning the restaurant had scanned and packed the item as part of the order. In my experience, drinks like this are usually packed separately in their own plastic bag. This strongly suggests that the driver either intentionally left the item behind in his basket or failed to properly check the delivery before handing it over.

Because of this, Grab’s repeated explanation about drivers not opening packages for safety reasons is irrelevant to the actual issue. I am not asking the driver to inspect sealed food containers. I am pointing out that an entire, separately packed item was missing from the delivery and could easily have been verified.

There should be proper checks and accountability systems in place to ensure customers actually receive all the items they paid for. Otherwise, customers are effectively being overcharged or deprived of purchased items without meaningful resolution.

The driver’s negligence, lack of professionalism, rude behavior, and poor handling of the delivery were made even worse by Grab’s unwillingness to seriously address the matter. Offering a small ₱80 refund while ignoring the larger pattern of recurring delivery problems is unacceptable. Issues like this happen too frequently, and experiences like these are part of the reason why I previously felt forced to escalate complaints to the LTFRB.

I respectfully request that Grab conduct a serious and thorough investigation into this incident, including reviewing the conduct of the driver involved. I also request that appropriate disciplinary action be taken, including suspension if warranted, because I believe the driver mishandled the delivery and may have kept the missing item.

In addition, I expect Grab to properly address the broader issue of customer safety, professionalism, and accountability among delivery drivers so that other customers do not experience the same treatment in the future.