Given the increase in demand for deliverieshave also increased complaints: trips started without a passenger on board, theft of food and articles, reports of unpaid trips and even robberies, are part of the situations that consumers face and that escape the mechanisms of surveillance of digital companies.
Ranyer Rodríguez, user of online applicationsowns more than 50 captures of your cell phone screen evidence of the bad service received by “drivers”, who went from canceling their trips for being long distance, to selecting it and leaving the service open so that the charge is billed.
Rodríguez, who offered to make his example public, assures that with each request, he had to respond, for direct messaging of the app, if the payment would be in cash or by card. The answer was socialized by WhatsApp among more than a dozen drivers, who are grouped at three specific points of San Cristobalto receive the requests and establish between them its price, which must be paid in cash.
“Excuse me, but due to the high cost of fuel, that service increased and you must pay 2,000 pesos in cash”, is one of the messages that is read in the evidence images of the entrepreneur, who uses these services daily.
The manifestations of disgruntled userslike Rodríguez, consider themselves hundreds and they rest on direct messages and comments on a publication he made free daily in their media outlets, including social networks, through which followers got in touch to share their bad experiences. The complaints are so many that it is impossible to publish them all.
“Drivers have the freedom to choose when and where to accept delivery orders, they are not subject to specific assignments.”executive team
Theft of food and items
In the case of services for food transferthe situation is complex, because the packages that must be transported constitute the source of income of some entrepreneur which depends on more than 50% of the digital applications to sell.
One of the most frequent cases was exposed in the opinion column of Benjamín Morales, deputy director of Free Dailywho detailed the “nasty” experience that he had to live because a “delivery partner” did not deliver his order.
In addition to the constant complaints of orders that arrive incomplete, late and, sometimes, with bitten food, add the anecdotes negative of customer service provided by the operators of the digital platforms.
Given the lack of telephone assistance, Smeyri Regalado had to pay him 1,000 pesos to your driver from uber so that he will return his mobile, after the young driver will drop her off at her destination. “My cell phone stayed in the car seat and when I contacted the boy, he told me that he had to pay him to give it to me,” she said.
Lack of regulation?
The platforms I know defend of the signs, sharing their supervision methods and preventive actions to avoid incidents.
“In the terms and conditions accepted by the distributors and the contract they sign, the prohibition to violate the packages that are delivered by associated businesses. The latter are also obliged to deliver the orders in a package, so at no time do the distributors directly handle the contents of the orders, “replied the communications team of ordersnow a Free Daily.
“As part of our recommendations, we suggest both the owners and the users of our platform, that they abide by the terms and conditions, that they can take the time to review their packages upon receipt and that they make the pertinent complaints and reports so that we can apply the tools we have to guarantee the safety of users, businesses and distributors.”communications equipment
In their response, they explained that during this 2022, they have received less than 0.0002% in claims. Its platform has more than 3,000 distributors, who offer services to more than 5,000 establishments.
In the case of the platform DiDi and DiDi Food Dominican Republicits executives assured that they do not have a high percentage of complaints either and specified that “distributor users are independentthey have the freedom to choose when and where to use DiDi Food and when to accept delivery orders. They are not subject to specific assignments and can make use of any other application if they wish.
They detailed that the food orders delivered without inconvenience are “absolutely majority.” more than 99% of travel requests are completed without incident, thanks to more than 20 available security features, such as real-time monitoring, emergency button, among others.
uberone of the services pointed out by consumers, could not express its opinion, because its team was in disagreement Vacations for Christmas, his communications representative reported.
