customer

Jun 2, 2023

Appalling service. Do not use.

Appalling service. Booked the urgent service which states collection within 60 minutes. The driver arrived after 60 minutes. No update on progress or allocation of a driver despite me calling twice. I then cancelled (prior to driver arriving on site and having had NO notification of driver being en route or allocated) and they withheld 50% refund. They then claimed the driver was only 5 minutes away. Had I known this I would not have booked the alternative courier. When using the tracking button the status of my order was never changed. They did not seem to understand their own cancellation policy, and had their own interpretation of this. Using colour coding of red, amber, green to categorise cancellations, which is perfectly reasonable and fair. But this cannot be used if the client is unaware of the changes to the categorisation or does not have any notification of driver allocation. I cancelled my driver expecting a full refund under the expectation my status was still 'green', however, to then suddenly be told as I am cancelling the status was 'amber' and driver was 5 minutes away is not fair on the consumer. If they provided a decent service with updates throughout this could be mitigated and ensure their cancellation policy is valid.