My mum tried to use grab to order food for her first time, the payment was made via my bank card, she ordered, paid but the food did not arrive. My parents were starved and at the end they needed to cook by themselves. The poor thing is they did not know how to request for refund and make any complaints via grab, I am in oversea and only noted my bank statement and asked my mum what she had ordered, only she told me about her bad experience. Since then, my mum did not use grab as she scared that the same incident will happen. Until now, I am not sure how I could assist my mum to get the refund? User's recommendation: Poor track system in grab.