In recent years, Internet moving service platforms such as Cargo Lala and Kuaigou Taxi have developed rapidly in the moving freight industry due to their convenient online booking, flexible service schedules and relatively affordable prices. However, with the intensification of competition among Internet road freight platforms, more and more problems have gradually become prominent, such as the initial good impression of "simplifying the moving process and making the platform price transparent and open", but now it has also fallen into the vortex of controversy and has become the hardest hit area of consumer complaints.
Recently, Ms. Yang, a consumer, complained on the consumer insurance platform that when she placed an order for Japanese-style moving services on the Kuaigou taxi platform (usually referring to a moving method that provides one-stop services such as packing, moving, homing, and cleaning), she encountered problems such as opaque prices and private requests for transfers by movers.
According to Ms. Yang, in order to facilitate her mother's move, she placed two orders for Japanese-style moving services through the Kuaigou taxi platform. Previously, she thought that the fees paid had all been completed through the platform, until her mother mentioned that the movers had asked for other transfers through WeChat, and she found out that the actual fees paid were much higher than the prices displayed on the platform.
There are only a few pieces of furniture and scattered items in the first move, and the moving distance is short, and the platform shows that the cost is 2,000 yuan, however, the moving master asked for an additional 5,000 yuan to be transferred through private WeChat, with a total fee of 7,000 yuan. The second move was similar, the platform showed that the cost was 3,000 yuan, but the mover privately asked for a transfer of 5,200 yuan, totaling 8,200 yuan. In two short moves, Ms. Yang spent a total of 15,200 yuan.
Ms. Yang placed an order on the platform fee and the driver privately requested a record of the payment
Faced with this situation, Ms. Yang contacted the Kuaigou taxi platform, but the platform shirked the responsibility and asked her to negotiate with the moving master to settle the matter. It is worth noting that the porter who moved twice was the same, and the transfer record also showed that it was the same person, but the platform refused to handle it on the grounds that the master could not be contacted.
Coincidentally, Ms. Lin complained on the consumer insurance platform that when she used Lala to carry out moving services, she encountered problems such as the waiter's request to pay hidden fees and the inability to obtain reasonable compensation for the damage to the goods.
According to Ms. Lin, on March 21, 2024, she used the Cargo Lala Mini Program to place an order for moving services. However, in the process of transportation, the master repeatedly asked for an increase in the cost under various excuses, and finally the cost increased from the original 300 yuan to more than 700 yuan.
She thought she had a lot of items at home and wanted better porterage, so she agreed to the additional fee. However, when unloading the goods, the master dragged her clothes directly on the floor in order to speed them up, causing the clothes to break.
Ms. Lin immediately contacted the customer service of Lala to complain, but the master denied dragging the clothes, saying that the clothes fell out of the bag by herself. Subsequently, Ms. Lin followed the customer service guidelines to go through the claim process, but after contacting the claim platform, she was told that she could not get reasonable compensation and could only get 100 yuan in compensation. However, her three new clothes were worth more than $1,000 in total, and she demanded at least one-third of them, but Lala refused to agree.
According to the data of complaint platforms such as consumer insurance, from January 1, 2021 to January 1, 2024, there were a total of 22,908 valid consumer complaints in the freight moving industry. Among them, the number of complaints was 18,485, accounting for 79.64% of the total complaints.
Brand complaints
Among the consumer complaints, lack of after-sales service, refund disputes, false advertising, service interruption and poor service attitude are typical complaints.
In response to the frequent problems of Internet road freight platforms, companies such as Lala and Kuaigou Taxi have been interviewed and punished many times before.
In January 2022, the Office of the Inter-Ministerial Joint Conference on the Collaborative Supervision of New Transportation Formats interviewed four Internet road freight platform companies, including Full Bang, Cargo Lala, Didi Freight, and Kuaigou Taxi. It is pointed out that the Internet road freight platform arbitrarily adjusts the pricing rules, increases membership fees, induces vicious low-price competition, overrun and overload illegal transportation and other issues, which are suspected of infringing on the legitimate rights and interests of employees, causing widespread dissatisfaction among truck drivers and widespread concern in society. All platform companies are required to immediately carry out rectification.
According to the official website of the Shenzhen Municipal Administration for Market Regulation, on February 24, 2022, Shenzhen Yishi Cargo Lala Technology Co., Ltd., the operating entity of Cargo Lala, was fined 400,000 yuan by the Futian Supervision Bureau of the Shenzhen Municipal Supervision Bureau for modifying the service agreement and transaction rules without soliciting public opinions in accordance with the law.
On the same day, the law enforcement corps of the Shanghai Municipal Transportation Commission interviewed the three platforms of Didi Freight, Kuaigou Taxi, and Cargo Lala, and clearly required the platforms to conduct a comprehensive review of the registered vehicles operating in Shanghai to ensure the authenticity of vehicle personnel information, prohibit unqualified vehicles and personnel from entering the platform, and formulate a plan for the removal of illegal vehicles, otherwise they will face a fine of up to 500,000 yuan.
As the head enterprise of the Internet road freight platform, Kuaigou Taxi should also do a good job in the supervision of its own platform while promoting the development of the enterprise, and the benign development and winning the trust of consumers is the way to long-term development.
In response to the consumer complaint platform of the freight moving industry, consumer insurance research experts issued consumption tips to consumers:
1.
Choose a reputable service provider: When choosing a service provider, you should give preference to those companies or individuals who have a good reputation and reputation, and can obtain information by looking at customer reviews, referring to friend recommendations, etc.
2.
Keep records of communications: Records should be kept of communications with service personnel, including phone calls, text messages, emails, etc., so that they can be verified or resolved if needed.
3.
Payment method selection: When paying for the service, try to choose a safe and reliable payment method, and avoid paying all the fees at once, you can pay in stages or use a third-party guarantee service to protect your rights and interests.
4.
Regular follow-up of service progress: During the service process, communicate with the service personnel regularly to understand the service progress, and find and solve possible problems in a timely manner.
5.
Maintain a good cooperative relationship: Establishing a good relationship with service personnel, including mutual respect, understanding and communication, can help reduce the occurrence of service interruptions or disputes, and also improve service quality and satisfaction.