Courier Exchange
View company profile →
Misrepresentation, Restrictions, and Holding Customers Hostage
I purchased a subscription for my company, Speed Hop Ltd, on 2nd September 2024, after being advised by the sales team to opt for a Solo subscription. During the sales process, a company check was conducted, which clearly showed that my business has two directors. I also explicitly explained that one director would be driving while the other handled administrative tasks. Despite this, I was assured that the Solo subscription was suitable for my setup. This turned out to be incorrect and has caused significant disruption. Original Issues: 1. Restrictions Without Justification: My account was restricted shortly after purchase, and it took days to have it reinstated. It was then restricted again without notice. 2. Misleading Communication: I later received an email stating my account was restricted because I am "not an owner-driver," directly contradicting the assurances given at the time of sale. 3. No Accountability: Instead of resolving the issue, the company refused to issue a refund and suggested I pay for an upgrade to rectify a mistake caused by their misrepresentation. 4. Ignored Complaints: A formal complaint was submitted over three weeks ago, with a follow-up, yet I have not received any direct or meaningful response to date. Response to Their Reply: The company responded to my review, claiming that they offered me a free upgrade. This is false I never received any communication offering a free upgrade. The email I received only stated that I would need to pay for an upgrade to regain access. It’s also worth noting that the sales team performed a company check before recommending the Solo plan. They were fully aware of the two-director structure and assured me this plan was suitable, despite it being a misrepresentation of the service offered. It is unacceptable that this issue, which stems entirely from their misrepresentation, has not been addressed through direct communication. Instead, they’ve chosen to reply publicly to save face rather than resolve the problem. My Expectations: I urge Courier Exchange to take responsibility for their error and reach out to me directly to resolve this matter. A fair resolution would include reinstating my account without further restrictions or extending my subscription to compensate for the time lost due to their restrictions. Conclusion: This experience has been highly frustrating and disruptive. The lack of accountability and poor communication from Courier Exchange is unacceptable. I caution others to carefully consider their options before engaging with this company.