Business ProfileforGo Bolt

Refused to deliver then urinated on my property! ** **** **** ******** ****** **** **** * *** ** *** *** ****** *** ********** **** ***** ** **** ***  They initially refused to deliver, saying “we cannot take it all this way to the house”, “ you can cancel your order”, “this is not our work”, this is our policy”. They did eventually deliver to the threshold (as required) which took 3 minutes, but spent much more time complaining about having to do it and said that if I complain then they would cancel my order. When they were leaving one off the men decided to relieve himself (urinate) down the side of our garage. I confronted him about this but he denied it, then I explained that it was captured on video. **** ******* ** *************** ************* *** *** ********* ** **** ******** ***** **** **** *** ***** ********* *********

This was resolved directly with the customer by offering our apologies and compensation for the poor experience. Here is the response: Hi ****, Thank you for getting back to me. I assure you this is not how we conduct or encourage our employees to act. Clearly there are many opportunities for us to address internally and the driver will be dealt with accordingly along side our internal processes related to customer complaints. I have already reached out to our respective leaders to ensure these concerns are address immediately, and put in steps to ensure this sort of behavior never happens again! As you mentioned, it is inevitable that things go wrong from time to time, and as such we have regular meetings with **** to improve our customer experience and deliver world class service. So I promise this issue will not fall by the waste side. and we definitely own our mistakes when mistakes are made. I know this does not make up for the poor experience, but I would also like to reimburse you for the delivery charges if that is ok? Thank you again **** for shedding light on this and hope the next time we deliver to you we can meet and exceed your expectations.

This was NOT resolved directly with the customer. Go Bolt did indeed offer to reimburse for the delivery charge ($59) but we found their offer to be derisory and certainly not what you might expect from the Vice President of Customer Success. The matter was instead escalated to ****, who did treat it with the seriousness it deserved and provided an appropriate level of compensation.