Lalamove customer claims proof of delivery photo for her missing Ikea desk is photoshopped
Update:
/singapore-seen/lalamove-customer-receives-compensation-missing-ikea-desk-says-it-still-isnt-enough
Original article:
A woman who arranged for a delivery through Lalamove is upset after her item went missing, and believes the platform did not do enough to help her.
Stomper Claudia told Stomp she had scheduled the delivery of an Ikea desk via the Lalamove app on April 20.
It was to be picked up from Estella Gardens at 29 Flora Road and delivered to her home in Kembangan on April 21 at 10.15am.
She said the request was accepted by a driver who had a 4.9-star rating.
"I clearly informed him of the item, and even sent a photo of the wrapped desk, which he acknowledged," she said.
"The driver then picked up the item at 10.10am and marked it as delivered at 10.30am."
"However, the proof of delivery photo uploaded to the app shows that the item was not delivered to my residence."
Claudia also claims the house number in the proof of delivery photo sent by the delivery man was photoshopped.
"I discovered this around noon and immediately attempted to contact the driver on WhatsApp and the Lalamove app," the Stomper said.
"He ignored all my messages and calls."
In the photos of the WhatsApp conversation between Claudia and the delivery driver, Claudia is sent what appears to be an automated message.
What frustrated her further was the difficulty in getting help from Lalamove's customer service.
"The in-app customer service repeatedly disconnected," Claudia said.
"There was no hotline available to speak with a human representative, and there was no record of previous chats."
Claudia eventually filled in a form to request compensation, but remains unsatisfied with the company's handling of the situation.
"Imagine someone else sending something that is highly valuable," she said.
"It's not about money, it could be an item that has a certain emotional value to an individual that money cannot compensate for.
"There was no attempt by Lalamove to respond personally or apologise for losing the item.
"What I want to know is, what happened? Did they bother investigating? I doubt it."
"I really want to see corporations be accountable and take responsibility, especially when regular people have paid money for their services and trusted them."
Stomp has reached out to Lalamove for comment.
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