Grab

Cabs take more than 30 mins to turn up and food doesn't even arrive - shockingly bad. Malaysia at its worst

In all fairness, I'm actually writing about the App and not the website. It's a positive review about the company though, so I doubt they'll mind.

Likes:
As the title of my review suggests, Grab has many everyday use(ful) features, all rolled into one App.

Want to avoid the lunch time crowd, or at home but lazy to cook? Order Grab food, which offers snacks, local delicacies, a wide variety of cuisines, and even Michelin-starred restaurants to choose from - delivered straight to my doorstep.

Going to work and want to avoid crowded public transportation, or want to beat the long taxi-stand queues? Order Grab Transport, which even offers the option of choosing more spacious and luxurious rides (cars).

Have a date and want to watch a movie together, or just wanna relax and catch the latest Hollywood flick? Use Grab Tickets to book seats at a nearby cinema.

Dislikes:
For Grab Food, out of ten orders, three will probably come with missing items, or worse, spilled in their packaging. While missing items in an order is the fault of the food vendor, spilled items are almost certainly because the delivery person was careless and / or in a rush. However, my gripe is not with these delivery people. They're only human, and, well, accidents do happen.

My main problem is when I have any sort of complaint, be it against Grab Food (missing / incorrect order, or spilled foodstuff / beverage) or against Grab Transport (rude / reckless driver), trying to get a response from their customer service is not only time consuming, but almost certainly to illicit an unsatisfactory response.

Their default method of appeasing an angry customer seems to be simply awarding vouchers - which basically means if I'm an unhappy user, I've no other choice but to keep on sticking and spending with Grab so as to use said vouchers to get a discount, when honestly, all I'd like is actually a straightforward refund, or, action taken against errant vendors / drivers.

Wishlist:
As mentioned above, I'd prefer a straightforward cash refund as opposed to low-value vouchers not even equivalent to a messed-up order.

Overall:
The convenience it offers outweighs the hassles of dealing with poor customer service. Besides, most transactions tend to be successful, satisfied experiences, so, I'm sticking with Grab.