'Do I look like an ATM?': GrabFood rider fumes after customers try to switch cash payment to card

A GrabFood delivery rider's exasperated remark has gone viral after a payment dispute with two customers left netizens divided over who was in the wrong: the customers, the rider, GrabFood's customer service, or the app's cash option.

The 4-minute-51-second video, filmed on the rider's headcam and timestamped 1.05am on Sept 26, was uploaded to TikTok later that day.

At press time, it had drawn 188,500 views, 12,300 reactions, and more than 300 comments. The clip also made its way to Facebook page Truly SG, where it racked up 266,000 views, 1,200 reactions, and more than 500 comments, and was shared more than 500 times. It later surfaced on Reddit too.

Customer 'made a mistake'

The video by @yx4896, subtitled "This is the reason I hate taking cash order", shows the rider delivering food to what appears to be a hotel lobby, only to be told by two men that they needed to pay by card despite selecting the cash option.

"Brother, do I look like an ATM to you or not?" the rider asks.

The customer, who appears apologetic, says: "We made a mistake", explaining that he had called GrabFood's customer service, who told him he would be sent an email link to pay online.

The rider responds that they should have informed him before he arrived. The customer adds that the support team had told him to "talk to the delivery boy and then you can pay… card".

Frustrated, the rider replies: "Where do you want me to slot the card? I don't have a reader."

Grumbling about wasted time, the rider then suggests they cancel the order.

He then notices a petrol station, and after agreeing to withdraw cash from there, the trio walk there, only to discover there isn't an ATM there and start walking to another one.

Along the way, the rider asks if he would be compensated for his time. "I got one more order," he says.

He adds: "You should at least compensate me five dollars or something, you're wasting my time going up and down."

The customer retorts that the rider was the one wasting their time.

This sparks a heated argument before the rider ultimately cancels the order. The two customers walk off, and the video ends with the rider making a few colourful remarks.

Netizens divided over who's right

The video split opinions online.

Many commenters sided with the rider, with some even accusing the customers of trying to avoid payment - despite walking to the ATM.

One person said: "This is why, once sky turn dark I won't take cash payment. A lot of nonsense pattern. Rather cancel on the spot."

"They are pretending, trying to get a free meal," claimed another.

Others felt GrabFood's customer service could have done better.

"If the buyer say support team is able to assist the buyer, Y grab support team didn't engage the rider on this?" asked one user.

"Actually Grab should look into this matter. Why customer service give such statements that create such unnecessary issues between customer and rider?" said another comment.

Several suggested scrapping the cash option altogether. "To avoid disputes, stop taking cash orders. Anything ordered online should be paid online," said one.

"Is a nightmare to delivery riders. So many times cash orders giving so many issues such as case like that in the video, customer unreachable and the Grab hotline is unreachable, pay in whole bags of coins, customer refuses to pay and etc." commented another.

Some users, however, felt the customers were not entirely at fault.

"These 2 guys also very nice to accompany the delivery boy up & down. They ordered food right, they must be hungry as well," one person noted.

Others criticised the rider's handling of the situation.

"This delivery rider will get suspension. Violate protocols. There is no need to argue with the customer. They may be foreigner and not know the customs here well," said one.

"I don't really agree with the grab delivery (rider)... As a service provider, patience is still required unless you have proof that they are free loaders. Call the police. Don't say waste of time. Every job sure got hiccups," another said.

A few commenters concluded that both sides could have handled the misunderstanding better.

"Rider and customer both not intelligent enough to find a solution. Emotional Intelligence is key in a situation like this. By cursing, swearing or arguing how does it help?" one user commented.

The New Paper has reached out to Grab for comment.