unihop.app Avis 5

Réponse : unihop.app

14 mars 2026

Hi Manda,
We’re very sorry to hear about your experience, especially since this delivery was meant to be part of your birthday celebration. We understand how disappointing that must have been. We’d like to take a closer look at what happened with your delivery.
Please reach out to us at support@unihop.app so our team can review the situation and follow up with you directly. Thank you for bringing this to our attention.

Réponse : unihop.app

14 févr. 2026

Hi Ted, Thank you for sharing your experience.

We’ve reviewed the order and can confirm that a full refund was issued to your original payment method. If you don’t see it reflected yet, please note that banks can take a few business days to process refunds.

You were initially told by one of our dispatchers that you would receive a “partial refund,” and that was incorrect. Refund determinations are handled by our billing team, not dispatch, and in this case the order was refunded in full. We apologize for the confusion caused by that miscommunication.

And yes, some retailers have internal policies that only allow the buyer to collect an order, and that decision is made at the store level, which we unfortunately can't control. We recommend always checking with store first, before sending a driver.

Regarding cancellations: orders can be canceled directly in the delivery dashboard up until a driver is dispatched. Once a driver is en route, cancellations are handled through support so we can confirm the situation at pickup.

If you have any remaining concerns after checking your statement, please let us know.

– The UniHop Team

Réponse : unihop.app

Actualisé le 10 janv. 2026

Hi Demetri, thank you for taking the time to share your feedback. We take first impressions seriously and regret that this interaction left you dissatisfied.

To provide important context, the conversation in question involved a request for assistance with bypassing another merchant’s stated policies. Our support team is not able to assist with requests that involve circumventing third-party rules, terms, or safeguards. When it became clear that this was the nature of the request, the chat was closed in accordance with our compliance guidelines.

That said, we acknowledge that the communication could have been clearer and more informative in explaining why we could not proceed, and we are reviewing this internally to ensure future responses are more transparent and helpful. (Added: We do detail this on our website that drivers are not able to make payments on your behalf and that all orders must be prepaid for before requesting a delivery. The website form will not let you proceed with the request and will show explanations if these two parts are not confirmed before proceeding.)

We remain available to answer legitimate questions about our services, capabilities, and delivery offerings, and we encourage you to reach back out if you would like information within those bounds.

Réponse : unihop.app

Actualisé le 10 janv. 2026

We take claims of theft and fraud very seriously and want to clarify the facts of this situation.

Our records show that the assigned driver waited at the store for nearly 20 minutes and repeatedly informed our team that the order was not available for pickup. In response, we offered to open a formal investigation and initiate a reimbursement claim on your behalf if malpractice was shown by the independent courier. This process is standard and is designed to protect both the customer and merchant. That offer was declined by you, without explanation, despite multiple attempts to proceed.

Regarding the statement that merchandise was “stolen” and that the transaction was “on camera,” we were not provided with any footage, police report, or documentation to substantiate that claim. Without cooperation or evidence, we are unable to advance an investigation or reimbursement. (Added: We are not accusing anyone of lying; GAP is a very busy store and there are lot of orders coming in and out of the store and items can accidentally be handed to incorrect people. We are not certain of this either, but cannot take action against an independent contractor without supporting evidence.)

UniHop is a legitimate logistics manager working with established delivery providers, and allegations of criminal activity are not supported by the information available to us. We regret that this experience was frustrating, but we cannot resolve an issue when the resolution process is declined.

Réponse : unihop.app

9 janv. 2026

We’re sorry to hear that this experience was frustrating, and we appreciate the opportunity to clarify what occurred.

The original request submitted was for the transport of one item from one address to another, with a note indicating stairs at drop-off. After we proactively reached out to confirm details, an additional request was introduced: moving a heavy treadmill from one floor to another, which was not included in the original booking or item details.

We confirmed that this additional request was acceptable and the $15 charge for the stairs remained, corresponding specifically to one flight of stairs. No additional labor or equipment fees were added at that time.

When the independent contractors arrived, they assessed the treadmill on-site and determined that it could not be moved safely with the crew size and information provided. For safety and liability reasons, they declined to carry it upstairs.

Given that the stair-related portion of the work could not be completed, we offered a full refund of the $15 stair fee. We also explained that moving a large, heavy treadmill between floors requires a labor-only booking with accurate item weight, dimensions, and handling requirements, which had not been provided in the original request.

At no point was the customer charged again, nor were we unwilling to help. The proposed solution was either:

a refund for the uncompleted stair portion (which was offered), or

rebooking the job correctly with appropriate labor details so it could be completed safely and successfully.

We regret that this was perceived as dismissive, as that was not our intent. Our responsibility is to balance customer expectations with the safety of the independent contractors and accuracy of the job details provided.