Lalamove Rider Stole item for delivery
Update:
Deleted the post as the rider came by today and returned the item. I don’t really want to cause him any more harm as he doesn’t seem to be in a good place.
We won’t be pushing through with the police report anymore, but will make sure that his account gets suspended and blocked by Lalamove.
Original post text:
Just wanted to share a frustrating experience we had with Lalamove and see if anyone else has gone through something similar.
We booked a same-day delivery from Greenhills to Manila. The rider picked up the item at around 5:00 PM.
At around 7:00 PM, we suddenly received a notification that the delivery had been marked as completed, but the recipient never received the package.
We immediately contacted Lalamove customer support, and they reopened the order. However, this happened three separate times. Each time the order was reopened, the rider was somehow able to mark it as completed or cancel it again without actually delivering the item.
Hours later, we were already at the police station trying to file a report while continuously coordinating with customer support. Unfortunately, we found the support to be unhelpful, and we were left trying to figure everything out on our own.
The frustrating part is that we did everything we could to prevent this. Before handing over the package, we verified that the rider’s face matched the ID and account shown in the app. Despite taking these precautions, the package still went missing.
Afterward, we noticed that the rider had a 2.2-star rating, which raised a serious concern:
Why is a rider with such a low rating still allowed to accept deliveries?
If the platform has a rating system, shouldn’t there also be safeguards to prevent riders with consistently poor ratings from continuing to handle customers’ packages? Isn’t this basically negligence on Lalamove’s part?
This incident ended up costing us much more than the value of the item. We also incurred overtime costs, spent hours coordinating with support, and had to deal with the police late into the evening.
Has anyone else experienced something similar with Lalamove?
Were you able to recover your package?
Did Lalamove compensate you?
Is there an effective way to escalate cases like this when customer support isn’t resolving the issue?
Posting this both to seek advice and to remind others to be extra careful when sending valuable items through delivery apps.