Courier Expert Opiniões 175

Resposta da Courier Expert

29/07/2025

Hi Veselin,

Thanks for getting in touch. I understand you're frustrated about the recent drop in job allocations.

To clarify, you've been allocated nine jobs since you joined us about six weeks ago. However, your account was placed under review a couple of weeks ago, which has affected how many jobs you've been offered. This was a direct result of serious issues on a recent job from London to Leeds:

False Proof of Delivery (POD): A POD was entered before the goods were actually delivered. This led to the customer contacting us, saying they hadn't received their goods, despite getting a delivery notification. You were responsible for entering this incorrect data.

Significant Delay: The item was collected over three hours late, which also prompted a customer complaint.

Our job allocation system uses an automatic algorithm based on a driver's live location and proximity to the collection point. For this to work best, drivers need to have their tracking turned on. Our staff are also instructed not to allocate jobs to drivers who call in directly. This ensures fairness and prevents any perception of "queue jumping" among our driving partners, as the system is designed to be equitable based on location and real-time data.

Your success in getting jobs has recently decreased because our system assesses drivers based on their location, tracking data, and reliability record. The issues on that London to Leeds job directly impacted your reliability score.

I'm happy to review your account and these incidents again. If you'd like me to do that, please email me directly at andy@courierexpert.co.uk.

Thanks

Resposta da Courier Expert

29/07/2025

Hi Simon, Our platform works best as part of a portfolio of work and a 'top up' to existing work and is priced accordingly. We definitely have work available for LWB transit style vehicles.

Resposta da Courier Expert

11/07/2025

Thank you for raising this important point about our pricing. We understand how the system might appear confusing, and we appreciate you bringing it to our attention.

Our aim is to ensure fair pay for drivers while covering operational costs. Drivers on account customer jobs do receive a straightforward 60% of the customer's payment. However, I believe you have been testing our system as a non account holder, which is slightly different. For other payment methods (like credit cards or paypal), an additional charge is applied on top of the net price, to cover things like card processing fees and fraud risk, ensuring drivers are paid in full, even if there's a chargeback.

There are also additional charges applied to all customers, when jobs enter congestion zones. It would not work correctly if drivers were only to get 60% of congestion fee charges, this makes sure drivers are paid in full for those extra charges, rather than just a percentage. Driver's can claim the full congestion charge, on top of their 60% rate.

The net amount in £'s a driver will make is always clearly displayed in the app for every job.

We appreciate you raising this point. We're currently reviewing how we communicate our pricing to strike a better balance between transparency and simplicity. Your review is a great reminder for us and truly helps us improve.

Resposta da Courier Expert

27/06/2025

Hi Victor, Thank you for your valuable feedback. We were sorry to hear that you're not getting as many jobs as you'd like, especially for local assignments.
We took a look at your account and think we've found a quick fix. We noticed you haven't yet turned on your Tracked and Trusted status. This is a big one! Our system's algorithm heavily weighs tracking when assigning jobs, as it allows customers to follow the delivery in real-time.
Switching this on could significantly increase your success rate. Just tap the location symbol at the top of the page in your app to activate it.
If you run into any issues, you can always contact me at andy@courierexpert.co.uk. We're here to help you get the most out of our platform.

Resposta da Courier Expert

Actualizada a 13/06/2025

Hi,

Thank you for your feedback. We're certainly sorry to hear your experience hasn't met your expectations, and we understand your frustration, especially given your investment in our 'lifetime' membership offer. We aim to provide a valuable platform, and it's clear we need to address some of your concerns.

However, we also want to clarify a few points that we believe may be a misunderstanding or a reflection of your specific experience rather than the broader picture:

Job Availability & Pre-Paid Jobs: It's incorrect to state that only pre-paid jobs are allocated. Roughly one-third of our bookings are from account customers, which are invoiced after the job is completed. These jobs are allocated just like any others once they're on our system. While job volume can fluctuate based on location and demand, we actively work to secure a diverse range of opportunities.

Application Success Rate: You mentioned completing 4 jobs out of 26 applications, which is about a 15% conversion rate. While this might feel low, it's actually a reasonable figure given the competitive nature of the platform where other drivers are also vying for work. We also see that bidding strategically and accepting standard rates can significantly improve your success. Our standard rates are benchmarked to be competitive.

Customer Support: We're concerned to hear you couldn't reach us. Our main phone line has an option (option 3) specifically for driver support, and calls are answered, though there might be a short wait during peak times. We also pride ourselves on swift email responses. We encourage you to try again or reach out, as we're here to help.

100 Job Refund Offer: We can confirm the viability of this offer. We currently have 91 members who have completed over 100 jobs and qualified for this, there are also 225 members who have completed over 50 jobs. This demonstrates that consistent work is available on the platform for many.

Since we can't discuss account specifics in a public forum, we strongly encourage you to contact us directly so we can investigate your particular case. Please reach out to us at andy@courierexpert.co.uk or call us, making sure to select option 3 for driver support. We want to understand your situation better and see how we can assist you.

We value all feedback as it helps us refine our service and ensure a better experience for all our users.

Update 18.08 13/06/2025 - It looks like I've found your account, and I've identified a key reason why your job opportunities might be limited. On April 8, 2025, your account was restricted to Level 1 jobs because the goods in transit insurance document you provided wasn't sufficient proof of insurance. We requested a full, valid document from you at that time, but we haven't received it yet.

Given that you have an Extra Long Wheelbase van, gaining access to Level 2 jobs is crucial for your success on our platform. We strongly urge you to supply the correct insurance document as soon as possible. Once we receive and verify it, we can enable your access to a much wider range of suitable jobs. To make sure it's fast tracked, please email directly to me: andy@courierexpert.co.uk or upload via the App.

Resposta da Courier Expert

18/05/2025

Hi Sameer, Thanks for bringing this to our attention. I understand your experience hasn't been ideal, and I apologize for that. I've looked into your account and see that you've applied for one job. Given that Birmingham is usually a busy area for our drivers, with many completing a significant number of jobs (for example, 25 drivers recently completed between 10 and 145 jobs each), there might be a couple of things to consider.

First, please ensure your location settings are optimized to show you the jobs closest to you. Second, in a fast-paced environment, responding quickly to new job postings can make a big difference. If you're facing any technical difficulties or have specific questions about the platform, our support team is available to assist you. Please contact them directly so they can understand your situation fully and work towards a resolution. We want to ensure you have a successful experience.

Resposta da Courier Expert

23/04/2025

Hi Andrew, Thanks for taking the time to share your thoughts, especially as you were busy carrying out a another delivery for Courier Expert today! We're especially glad to hear that our approach to addressing negative feedback gave you confidence in joining us. It's great to know you're having a good experience with the app and support, and that you value our reliability with payments. We understand your point about job availability, and while it's true we are at the mercy of the market, we're always looking for ways to improve. We appreciate you being a part of the CE team. Thanks Andy - Courier Expert.

Resposta da Courier Expert

20/04/2025

Thank you for taking the time to share your feedback. We understand your concerns regarding your experience on our platform and want to address the points you've raised.

We acknowledge that job availability can vary depending on location and demand. While Northampton may currently have a lower volume of opportunities compared to larger areas, we're pleased to note that other drivers within a 50-mile radius have found regular work and indeed, you also secured a job within your first couple of weeks.

Regarding the 60% driver rate, this applies to the final price charged to the customer. The frequency of bookings depends on various factors, including client demand within your area. While we strive to provide a consistent flow of opportunities, we cannot guarantee a specific number of bookings within a particular timeframe for any individual. Regarding your comparison to another network, it's important to consider that our subscription fees are significantly lower.

Our job allocation system prioritises local drivers and those with in-app tracking activated. The former likely explains why you didn't receive jobs in London. The tracking setting could also be a factor in the Northampton area. To investigate this further and understand your specific situation, could you please contact us directly with the email address associated with your account? We were unable to locate your details using the email provided in your review.

We are continuously working to enhance our platform and connect our members with available work. Individual success can depend on a combination of factors, including location and app tracking being enabled, as mentioned. We encourage you to reach out to our support team so we can better understand your situation and offer any relevant guidance.