Grabr

I placed an order for an item I needed to launch my project within a specific timeframe.

I quickly received responses from several travelers, chose one, and made the payment on the Grabr platform. The platform confirmed that my payment was successful but pending verification.

A day later, Grabr emailed me requesting that I verify my ID and payment method by sending a photo with my card. I completed this within 10 minutes of their request and replied with all the required information.

After that, Grabr did not respond for three days. I sent nine messages both directly and through the Grabr app, but the platform and support team have completely ignored me. Meanwhile, the traveler who had agreed to deliver my item could no longer wait because my payment was not confirmed by the platform.

As a result, five days have passed, my money is still held by the platform, and:

1. I was unable to receive my purchase on time, which was critical for my project, resulting in losses (including financial ones).
2. I had no opportunity to respond promptly if my card or ID verification had failed, since I received no communication.
3. Grabr ignored nine of my requests and did not respond to any of them.

Despite the platform stating that support responses may take up to 48 hours at most, I am still left without any response, without my money, and without the ability to receive my item.

This level of service is unacceptable. If Grabr continues to ignore this issue, I will escalate the matter through international consumer protection channels, including a formal complaint outlining all damages and losses incurred, so that the platform is held accountable for its inaction and treatment of users.