The Big Read: Not just a gig ‒ some food delivery riders see job as their best shot in life despite downsides

NASTY ENCOUNTERS, HEARTWARMING MOMENTS

While impatient or rude customers are just part and parcel of any job in the service industry, some of the delivery riders interviewed have had moments where they felt they were treated less-than.

Mr Rafael recalled an incident where there was a delay in the preparation of an order for one customer. At the same time, he had to pick up and deliver other orders.

“She started being very rude to me, telling me I had no decency in messaging her and informing her that I have other orders and will take some time. I apologised and asked her to understand the situation and that it was the first time I was encountering this,” he said.

“I knew she was upset and since she was being very demanding, I took the initiative to send her order first once the food was ready.”

When Mr Rafael reached her home, where he had expected to receive cash on delivery of the food, the customer’s husband greeted him at the door. The woman shouted from a room that she would not pay a single cent, had already called Grab to complain and did not wish to talk to him.

In the end, Mr Rafael passed the food to the husband and left without getting paid. After discussing the matter with Grab, the company paid him the delivery fee. 

“I understand that when we are hungry, we are always a bit upset, sometimes moody. But there is always a limit to everything. Even riders are humans, not robots. We need to ride there and we also need to think of our safety,” said Mr Rafael, reiterating that in this instance, it was no fault of his that the food preparation took longer than expected.

“But in this case, I knew she was upset so I rushed over, and was still treated this way.”

Ms Yati also recounted how she got a warning letter from a food delivery platform after a customer complained that she had been rude.

“All I did was tell her nicely that next time, she should be more clear with how she inputs her location,” she said.

But there have also been unforgettable, happier moments for both Mr Rafael and Ms Yati.

During the circuit breaker, Mr Rafael was on one occasion delivering a cake to a woman with an order note stating: “Happy married life”.

Curious, Mr Rafael sent a message to the customer asking if he needed him to pass a message to the woman on his behalf.

“He was telling me that it was their first-year wedding anniversary but they were living apart because they hadn’t gotten their Build-to-Order flat yet. He told me how he wished he could say it in front of her and told me to wish her on his behalf,” he said.

“I asked him if he could pass me his number so I could FaceTime him when I was at her door, so he could wish her as I passed her the cake. It was a very touching moment. I could feel that it was very hard for them so I felt I should do something to go the extra mile for them.”

For Ms Yati, she recalled a time before COVID-19 struck when she made a delivery to a guest at Genting Hotel Jurong in the pouring rain.

“She was waiting for me in the lobby and passed me a tip when I gave the order to her. I only looked down to check the tip as I walked away. I got a shock. It was a S$50 note. I ran back to her because I thought she gave me a wrong note,” said Ms Yati.

“She said: ‘No, no, this is really for you.’ She noticed my efforts to deliver food in the heavy rain.”