Lalamove - Deliver Faster 4+

I’ve read a lot of negative feedback comments about your company’s riders. I’ve had my fair share of experience. However, there’s one particular rider who went above and beyond for me as a customer. I bought live fish from the capital region and had to have it posted to me up north through bus delivery. The bus line was quite fussy and didn’t accept the delivery anymore since it was beyond their cut off time. Your rider did his best to negotiate with the said bus line to no avail. He took home my livestock and took care of them. He even woke up early and drove to the bus station to have it shipped early! He’s very reliable, friendly, and did something out of his scope. I truly commend him for going the extra mile. I wish you all the best, Jesus S. Hope to transact with you again in the future. May you be a good role model for your fellow riders. Kudos to you, kind sir. Much obliged for you excellent service!

The app is not convenient to use. I needed a vehicle that could transport a queen-sized bed but biggest vehicle they can provide in the app is only FB/L300. Customer service mentioned that there’s an option to book for a truck that can carry 1,000kg up, but it’s not showing in the app. Tried chatting again customer service that it’s not there but instead s/he didn’t seem to understand the issue that it’s not showing in the app. And no instructions to do so. Also, setting the address is difficult. App is not flexible on selecting residential addresses and requires us to really pin a certain location or else it won’t go. Not all residential addresses are detected in the map. If a user is only booking for someone, not all can pinpoint the exact location. Instead, user will be forced to pin a location near it and just add comments. Also, the cancellation expiry period is so hassle. It requires user to call customer service hotline and intros talks very very slow. Bookings could be for emergency reasons and it seems to take forever for the talking machine to finish the introductions. If we want something cancelled, I suggest placing a longer period or at least include a prompt that cancellation will expire soon. I just booked mine and was exchanging messages with the driver and agreed to cancel it coz load won’t fit the vehicle but cancellation expired immediately. Hope you guys can fix these issues.

My friend was being harassed by the driver to pay a FAILED transaction because he was already at the pickup area and there were no items to pickup anymore since I have already gave it to the new rider. He then called me to pay for since he came from Sta. Mesa and told me "ang tagal ko na po dito sa baba" when in fact the moment he called me I was already there waiting for the driver. He called me saying "so paano na to ma'am?" with a rude tone. I tried communicating with him calmly cause I didn't know what happened but he keeps insisting for me to pay then I told him na it wasn't really my fault that this app is faulty. How come did he not have the number of the person who booked the service? Cause she cancelled the first service since there was no update nor a call from the first driver!

I reported this incident to the customer service and they really had no actions regarding what happened and told me to report it to the police and barangay instead since the number that the rider used to call us is not registered in their system. Which is confusing to me because he knows our full names and where to deliver it.

For the record, I've been using lalamove for 5 years now. Most issues I've had with their drivers I can let it slide easily, but this? I wont. Please monitor your drivers and please let them register all their phone numbers in case another incident like this happens.