'Disgusted, outraged': Woman raises alarm after delivery rider filmed squeezing spilled food into container

The first inkling that something was wrong came when she noticed that the delivery rider took about seven minutes to arrive at her door after buzzing him in at her condominium in Yio Chu Kang.

The GrabFood customer, who only wanted to be known as AH, later realised to her horror that the deliveryman had improperly handled the food by attempting to pour the spilled contents back into the takeaway container.

AH told AsiaOne that her lunch of congee arrived two-thirds full in a "sticky", wet and partially spilled" plastic bag on Saturday (Nov 22).

"It was unusual because I've ordered from this stall more than 10 times in the past 6 months and never had an issue. But at that point, I thought it was just mishandled during transport." 

When she passed by the lift lobby a few hours later, she found a note left there by a neighbour, saying that they saw a food delivery rider transferring spilled porridge back into its packaging.

"I asked the driver not to provide this food to the client, as it is not safe," the neighbour wrote.

A video which AH received showed the rider standing near a flight of steps and squeezing globs of porridge into the takeaway bowl placed on a concrete slab.

"I felt sick knowing I had already consumed part of it. It was agonising and frightening because it became a real safety concern - I had no idea what the food had been exposed to.

AH told AsiaOne that she had consumed a portion of the food before she discovered the note and was “disgusted and outraged” to learn of what had happened.

"I felt sick knowing I had already consumed part of it. It was agonising and frightening because it became a real safety concern — I had no idea what the food had been exposed to. 

"My trust in food delivery was completely broken at that moment."

She added that she lodged a complaint with Grab, which has since offered her a refund and $10 voucher.

"But that does not address the seriousness of what happened. This wasn't just poor service — it was a food safety hazard," AH said, adding that she has reported the incident to the Singapore Food Agency (SFA).

The woman explained that she "relies heavily" on food delivery services and was feeling unwell on Saturday.

"I paid extra for delivery hoping for convenience — and yet this was the experience I ended up with.

"It's hard not to feel anxious now because the basic trust that the food is safe and untouched has been shaken."

In response to AsiaOne's queries, Grab said it takes food safety seriously and does not condone any behaviours that violate their code of conduct and food safety practices.

"We sincerely apologise for the experience the customer had with their order," said a spokesperson, adding that they are in touch with AH.

The spokesperson also said that Grab is thoroughly reviewing the incident and has paused the delivery services of the partner involved while its internal investigation is ongoing.

"We want to assure all customers that this incident is not representative of the service standards we enforce.

"Furthermore, we continue to work closely with our merchant partners to seek their assistance to ensure food is securely packaged to prevent any spillage during transit."

In response to AsiaOne's queries, SFA said on Nov 26 that it is investigating the matter.

The agency said that food delivery businesses deliver Ready-to-Eat (RTE) food and are responsible for ensuring that the food delivered to customers is transported in a manner that does not compromise food safety.

Members of the public who have concerns about food safety practices by food delivery businesses should report to SFA.

"SFA takes a serious view towards food safety and will investigate all feedback alleging poor food safety practices. As part of the enquiry and gathering of evidence, SFA may engage the feedback provider for more details and will not hesitate to take enforcement action if sufficient evidence has been obtained."

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lim.kewei@asiaone.com