AVOID - drivers steal your items
The courier service we booked to deliver items from our wedding reception to our home was a failure of customer service on many levels.
Instead of leaving them securely behind our gate as instructed, the courier left them outside in full view. From our camera, we saw the driver look through our items which included our box of wedding cards and then take it back to their van. That box held our honeymoon contributions and irreplaceable messages from loved ones. Other items, including our wedding cake, were also not delivered.
None of this is covered by insurance as the option given to you when making a booking covers loss and damage, drivers must hold ‘goods in transit’ insurance but in the event the driver themselves steals items it means neither is valid and a gap in insurance exists as part of the service provided. Gophr has offered no meaningful compensation or real support apart from a refund of the service itself which is minimal compared to what has been lost. Despite the clear evidence we have provided including the driver the day after picking our card box out of a commercial bin with a cover up story it had been accidentally thrown away. It was heartbreaking to end our wedding this way.
I would not recommend this service to anyone, especially if you are transporting items of value.
Resposta da Gophr
Hi Rob,
I understand how upsetting this must have been for you both, especially coming straight after your wedding. It’s a terrible situation, and I’m sorry this happened.
On our side, we’ve tried to recover the items from the driver and have removed him from the platform following the incident. We’re only able to share his details with the police, and now that the crime has been reported, we’ll do everything we can to assist the police when they get in touch.
I know this doesn’t change what’s happened, and I understand how frustrating the limits of cover feel. The circumstances fall outside what is included under our buyer protection, which is why compensation has been limited to the delivery refund.
It’s an awful thing to have gone through, and while there are limits to what we can do, we’ll continue to help where possible.
Gophr Team