Been a loyal client of Lalamove for over two years, using their service 5 days a week. Until now...
On November 6th I booked priority delivery with Lalamove (order 147796857373) to have frozen goods delivered to me. I use exactly the same booking 2-3 times a month, and usually it takes 35-60 min to deliver.
The order was accepted by the rider Nico Isahck Tenorio (phone number +639466171851, motorcycle plate number 344PZX) at 8:41 AM. Only after 40 minutes at 9:20 AM he messaged me that he is on the way, nearby to pick up. Same time I informed the rider that it's frozen goods and asked to deliver it without delay.
Order was picked up at 10:42 AM only (2 hours after the booking conformation).
At 12 noon rider was still on his way, not answering my calls and SMS.
I contacted Lalamove customer support chat to help me. The agent tried to contact the rider as well but without any luck. During 3 hours I keep chatting the customer support agent and explain my problem at least 5 times as the chat was changing the agents every once in a while without them giving me a clear answer. The last two agents told me that they created a ticket (same number as my order number) and that I have to wait while another department processing it. But no one gave me exact timeframe for the solution, despite I asked about it several times.
At 3 PM I received a call from the rider that he is having a problem with my address (what can't be true as I used to book the same delivery a dozen times before with no issues), problem with his phone, that he is somewhere else and can't reach my place. The customer support was informed about that call as well immediately. I sent my address to the rider once again via SMS.
Eventually I received my goods at 3:48 PM. The priority booking, what I was charged for from Lalamove wallet automatically, took 6 hours to be completed.
The goods were defrosted and damaged, impossible to use anymore. The cost of it is 1520 pesos. Plus delivery fee is 159 pesos.
The driver tried to tell me some ridiculous things like his phone got broken, no charge, he lost the address, the address was incorrect etc. He even seemed to me drunk or under influence of substances as his speech was not clear, but I can't be sure. He marked my order as delivered and signed the form in app without my consent by 2:17 PM.
I messaged to support during that day from 12 noon to 4 PM, asking for solution but still didn't get any after 5 days. Today, on November 10th, to my new message via customer support chat I get only one reply, that it's to late to file a complaint as 24 hours passed. They can't find my ticket and not going to solve the problem as time frame already passed.
Seems like Lalamove is intentionally limits their contact channels for clients, as even the complaint form on their website is disabled. read more