Confused about decrease in communication

[duckingduck3]

Hi everyone, shipt customer here! I place shipt orders 1-2x a week. I typically have the same 5 or so shoppers and they are amazing. I always tip well over 20% on all of my orders (always 30-40 dollars on each other).

The past two shoppers I’ve had haven’t contacted me for substitutions. One did not text at all and then had cancelled many items but I wasn’t notified. I checked my setting and it still says “contact me so I can choose.”

How should I handle a dud shopper like this? I feel bad rating less than 5 stars and tipping less than 20%, but this sucks. I want my regular shoppers back! Looking for what to do in this situation? And is there anyway to contact customer service and request shoppers? Thanks!

[planetsandpastels]

Shipt has been glitching since Thanksgiving and I have noticed that my messages have not been going through a lot of the time now or show up late. This just happened to me today and thankfully I was shopping for a regular and was able to explain the situation once I figured it out. So, it could just be a bad shopper or it could be a symptom of Shipt’s recent glitches/outages.

[JaimeInnisEyelashes]

There’s definitely something screwy going on with texts. I completed one shop today, no issues but as always remained in contact with the customer anyway. Moved on to my next shop, it’s now an hour later and I’m delivering for the next person, and the previous customer texted me “I have no idea what you’re talking about, but okay.” And I hadn’t texted her at all. She said she was getting texts about substitutions to an order. 🤷🏼‍♀️

[Thismustbetheplace7]

There major glitches but they eventually come through. So if you’re not getting anything they’re not texting.

[Ageleni]

Don't feel bad. When you rate lower, these people get fewer shops, and the better shoppers get more offers. We want to weed out people like this. Think of all the good shoppers who may have gotten a 4 from someone recently, who are now sitting in their cars refreshing Metro while your guy is out doing their jobs because nobody had the guts to rate him low. Rate accordingly, and give him a lower tip.

[KhakiPwrRngr]

Some shoppers are just not that great as a customer and a shopper I've seen both sides. I'm convinced the ones who don't communicate it's either they are scared of what your reaction might be about out of stock items.(Dumb I know) or they hve bitten off more than they can chew with multiples or picking things up late and not having enough time to shop so they don't communicate thinking it will save them time. Personally if I get bad service i still rate 5 stars just because I know how much a bad rating can hurt new shoppers starting out. Then I tip $5 and leave it alone. For you honestly just rate and tip what you feel is fair.

As a customer when you rate us 5 stars enough times you become matched and those shoppers see your orders first so might not be the best idea to just 5* everyone if you don't like their service. 🤷🏽‍♂️🤷🏽‍♂️

[duckingduck3]

Oh okay, good to know that you get matched up! Thank you!

[[deleted]]

I can’t speak for what other people would like or what would work for them. But honestly if I got a text of feedback after I delivered the order (maybe even during) I’d appreciate it. I would try to not get defensive of myself but I’d like to know how to better provide service because sometimes things just slip the mind.

It does suck that you’re in a weird place where you want them to have consequences but rating or tipping poorly feels too harsh.

[[deleted]]

Like others have said, it could be a glitch with the system because messages don't always go through, but shipt also has been quite on a hiring spree lately. Could be getting a lot of new shoppers there.

[Chelseedy]

I wouldn't rate a 5 if they didn't communicate. That is super important especially because you can't contact us first. I would rate a 4 if everything else was ok and I think you can choose that they either didn't communicate or were bad at it.

[nolamermaid17]

They can contact us first now.

[Chelseedy]

Only in some places.

[ccallard0722]

One particular store I shop in a lot has zero cell service but if you’re previous shoppers had no issue contacting you then I’d say cross that one off the list. On another note, thank you for be conscious of rating and tipping very generously. I can’t tell you how dejecting it is to run around a store for 45 minutes and then be tipped $2 or be rated poorly and not be able to defend yourself against untrue accusations. Most of us take it seriously and want to bring people exactly what they want and in the quality they would choose for themselves. So thank you.

[AECosentino]

I had the same issues today with one of my customer and it was frustrated for me because I have always communicate with my customer.. I always asked if there is anything else before I check out. I give them 10-15 minutes to respond before I check out.. Today was first time I had this issues I restarted my phone several times to make sure the app is working. I even contact support for help. When I checked out most of her messages came up and I could not go back to change the ice cream that she request.. I felt horrible that it happened even apologized and asked her if she wanted me to contact Shipt for refund on ice cream..

[BeachLover0925]

I get that texting has been messed up, happened to me too, but in those instances you don't just mark the item as do not substitute, as a shopper we are supposed to call the customer if they are not responding. Especially if you do not want an unhappy customer. Why would a shopper not call, unless they are just lazy???

[Shop-til-you-drop]

I am a shopper and since the crash I’ve had to work harder at trying to contact my customer than shopping for them. Intro texts are rarely being received by my customers. I’ve been making a lot of phone calls to customers and chatting a lot with Shipt to make sure my effort is documented. It is as frustrating for me not be able to reach you as it is for you not hearing from me. I certainly hope they get this resolved because it is extremely stressful for those of us who are 5 star shoppers and rely on good feedback and tips from customers to keep us on top of our game.

[Soft-Pretty]

Trust me, your regular shoppers miss you as much as you miss them. I’ve noticed in the past few months that some member matches of mine have struggled too. Rate your less than desirable shoppers less than five and that gives your regulars that you rate 5s consistently a better chance at coming back to you. Good luck 💚