CitizenShipperReviews of citizenshipper.com

Response from CitizenShipperJan 17, 2022

Hi Sean, I'm so sorry to hear you had a bad experience with a driver from our platform. As you probably know they are independent contractors and while we try to hold them to a high standard of professionalism, they are a business unto themselves and their policies are not always based on our own. If you have contacted support with documentation of your experience, I am sure they are looking into the matter and I can assure you that we have banned some drivers from our platform based on legitimate reasons. Our customer support agents perform due diligence to ensure a fair application of our rules and our vetting system, while robust, is a system that can, unfortunately, be hacked by unscrupulous individuals, although our engineering team works tirelessly to ensure privacy.

Response from CitizenShipperDec 28, 2021

Hello Bryce, I can understand how frustrated you must be with this experience. I want to assure you that it is not the norm with the majority of transports. Drivers are independent contractors and while we expect them to act professional and with courtesy, not everyone has those skills. It is true we do not operate a call center but we do have a diligent support team answering emails and support requests through our app. If you have contacted [email protected] about your concerns you we can address the issues with the driver but if you do not, we have no way to know what is going on besides reviews like this one. I do hope that your puppy arrived safely and is now happy in her new home but I agree that unprofessional behavior causes stress and anxiety.

Response from CitizenShipperDec 30, 2021

Hello Bruce, please see the following article https://citizenshipper.zendesk.com/hc/en-us/articles/202363429-Standard-Shipping-Fees for our shipping fees. This is available on our site. What you can’t immediately see is that the fee percentage goes down the higher the payment to the driver. Furthermore, before you check out and pay the fee, you will see a total that will be charged. You have, I hope, discussed with your driver what their fee is to transport, and understand that it does not get paid through our site. The only money changing hands at that point is the fee you pay to CitizenShipper, so you actually do know what you’re paying before you’ve agreed. I apologize that this was not clear to you when you made your transaction. We are always interested in improving the customer experience so if you’d like to provide constructive feedback on what would make it more obvious, we would love to evaluate using that on our system.

Response from CitizenShipperDec 29, 2020

Hi Ariana, we're sorry to hear that you didn't have a wonderful experience with CitizenShipper. Please contact our customer support team immediately to alert them to anyone you think is a scammer on the site.