CitizenShipperReviews of citizenshipper.com

Response from CitizenShipperJan 22, 2020

Hi Christina, thanks for your review and we're sorry that you didn't have an exceptional experience with CitizenShipper. Our refund policy is shown here: https://citizenshipper.zendesk.com/hc/en-us/articles/204192449-Refund-policy Unfortunately we don't refund in cases where a driver is booked, but then you changed your mind later. However, we would be more than happy to offer you site credit for $74.80. I do see that you say above that no services were exchanged. Based on our records 21 feedback rated drivers either placed a bid or started a dialogue with you about this shipment. We also see that, through our platform you invited eight professional pet transporters to bid on your shipment, and that you engaged on our platform with ten transporters, finally settling on a transporter who offered you a rate of $400 for a 1,810 mile trip (just 22 cents per mile). As a third party marketplace we provide you with all the tools needed to make a decision and find the ideal transporter for you based on your budget and any other requirements you had. We feel that our fee is more than reasonable given all our platform offers, and we respectfully disagree that no services were exchanged as we provided you with a professional transporter at a great rate. We'd also like to clarify that we didn't charge your card after you cancelled. We charged your card at the moment you booked your driver, and provided us with your credit card information, which secured your reservation.

Response from CitizenShipperDec 11, 2019

Hello Que, we're sorry that your background screening was delayed and that you didn't have a positive experience with CitizenShipper. We've checked your account and we do see that you were on our free trial, so there have been no charges to your account.

Response from CitizenShipperDec 11, 2019

Hello Heather, we are very sorry to hear that you had such experience using CitizenShipper. As per our policy, we have locked the drivers account immediately upon receiving your feedback and refunded you the entire booking fee.

Response from CitizenShipperNov 11, 2019

We are very sorry you've had such an experience using our online service. As per our terms of use, to which you have agreed to by signing up and listing your shipment, CitizenShipper.com facilitates the movement of shipments by maintaining an online load-matching service for use by transporters and shippers, but CitizenShipper.com does not arrange for the movement of shipments. All such arrangements are made by the users of the Service, and any terms and conditions of such shipment movement are solely between the transporter and the shipper. CitizenShipper.com assumes no liability or responsibility for the labeling, handling, packaging or preparation for transport of shipments posted with the Service and it makes no representations or warranties as to the transit-worthiness of same or whether the same is, in fact, safe for handling or transport which remains the responsibility of the Shipper and/or the transporter or carrier as the case may be. No agency, partnership, joint venture, employee-employer, or franchisee-franchisor relationship is intended or created by Shipper's use of the Service or by the Agreement. For all the remaining terms of service, please visit - https://citizenshipper.zendesk.com/hc/en-us/articles/203066129-Shipper-Agreement-and-Terms-of-Use In accordance to our online dispute resolution we have tried to reach a solution with all parties involved but we were unfortunately not successful. Therefore, as previously advised, you may choose to contact a third party willing to arbitrate this dispute further, effectively ending CitizenShipper further participation. We hope that you will be able to arrange a successful delivery and get this issue resolved.

Response from CitizenShipperSep 6, 2019

Emily, We are very sorry to hear that you had such an unpleasant experience using our service. All of the drivers using our website are subjected to a very thorough background check using one of the industry's leading provider, a company called Checkr. And although all of them actively using our website have passed it, that doesn't necessarily mean that their decisions or actions sometimes won't go against your standards of behavior. As per the messages your driver sent to us regarding your pets diet, you have replied that, quote: "She loves chicken". Regarding the "duffle bag" issue, your ferrets were delivered in what's actually an airline approved mesh pet carrier that can be found and bought at Chewy or Petco, meaning it fulfills the standards for pet transportation. Finally, the cage that was supposed to be delivered from a third-party didn't match the agreed upon conditions, as per the driver's testimonial. We understand your frustration regarding the complete experience and your desire to be fully refunded. We have sent the same request to the driver, as we cannot legally enforce him to refund you, considering that the delivery was made. We are a third-party marketplace, so all the drivers using our website are independent contractors and not employees of CitizenShipper. The driver is currently under investigation and if it is found that he has mistreated your pets in any manner, based upon all evidence provided, he will be banned and forbidden from using our website ever again. We kindly request that you submit any sort of evidence that will help us close this investigation, and we again apologize for all your inconveniences. Thank you.

Response from CitizenShipperJul 31, 2019

Keith, we are very sorry to hear your daughter had such an experience. However, Bailey herself told us that she contacted and agreed to all the terms with the driver off site, to avoid paying the booking fees. As one part of the process of booking a driver, we send all of our customers an email about best practices when it comes to sending payments to the drivers, retrievable methods they should use and any "red flags" during the booking process. Therefore, we unfortunately cannot intervene in these type of situations in regards to providing your daughter a refund, as she never booked the driver through our platform. We have banned this user from ever accessing our website again, and that is all we can do. As for you, we recommend you to contacting your local authorities to make a report. Thank you.

Response from CitizenShipperJul 30, 2019

Thomas, we truly apologize for the inconveniences you had during the shipping. We are in touch with the driver that was in charge of transporting your precious cargo, and as of now, we have been informed that she had just undergone a traumatic experience on the road, which resulted in her actions. This is an exception and not the rule for drivers found on our site, and we are glad to see you have recognized this and decided to relist your shipment and book another driver. We sincerely hope that this time your experience will be much different and wish you the best possible rest of your day and journey for your loved one. Thank you.