JL
Juan L
1 reviews | Active since Oct 2023
24 Oct 2023, 09:07
Never trust a quote from Bob Go or Internet Express. R9 073,6 is not a little difference!!!
I signed up with a company called Bob Go, they are a middleman for courier services. I used their site to complete an order to send 200 toilet paper bales to Cape Town from Silverton Pretoria. The quote was calculated on their system as R5750.75 from a company called Internet Express. I accepted the quote and made a payment into my Bob Go wallet where the amount was accepted and deducted from the wallet.
The pickup and delivery took place and when checking my Bob Go account again, they now say I owe them R9024.35. They reversed the amount that was quoted and accepted and charged me R14 824.35.
I contacted Internet Express multiple times before the actual pickup was made and they never told me that they had a problem or that I needed to pay more because of any reason.
They put all of my products on pallets, which I never asked for or was told that this was happening. Never in the whole process did they inform me that something was wrong, if they did tell me that they were charging me an extra R9000 odd, I would have cancelled the order and would have made other arrangements.
Tshwarelo Bohlolo from client services at Bob Go keeps on blaming me and saying I made a mistake. However, Mariska Laubscher the Client Services Supervisor says that it is unacceptable what Internet Express did because they had to inform me of changes and were not allowed to just make changes without my approval.
Someone made a mistake from either Bob Go or Internet Express for not contacting me or informing me of any changes or problems and now they want to charge me for their mistakes.
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Replies (2)
Bob Go powered by Bob Group's replyOfficial
26 Oct 2023, 15:26Hi Juan
Thank you for taking the time to share your concerns regarding your recent experience with Bob Go. We value your feedback and would like to address your concerns.
Thank you for taking the time to share your concerns regarding your recent experience with Bob Go. We value your feedback and would like to address your concerns.
We understand that you are dissatisfied with the recent charges, but we would like to clarify a crucial aspect of the situation. In our terms of service, we outline that it is the responsibility of the account holder to provide accurate information when requesting a quote. Accurate information is vital to ensure that our quotes are based on the correct details and that there are no unexpected charges. Both Bob Go and Internet Express' contractual agreement according to the accepted terms of service state that if any changes occur in the shipping rate, charges applicable to the quotations shall be subject to revision accordingly with or without notice. Should your parcel exceed the quoted actual mass by the volumetric weight, the difference will be charge accordingly.
It appears that there may have been a discrepancy in the information provided on Bob Go when requesting quotes, which led to the difference in the initial rates and the final charges. Our team and system always strives to provide clear and accurate pricing, and we regret any confusion that may have arisen due to the incorrect data provided.
According to the information provided the quote was based on information provided that the weight if the shipment was 1000kg, however, courier service providers charge based on the the higher between volumetric mass and actual mass. This is clearly communicated on our platform and website, including our terms of service. In this case, the volumetric mass, based on the size of the items was 2712kg.
We understand that Internet Express palletised the items without communication to you, however, as part of the review process for the matter, Internet Express provided a quote based on individual item sending (not palletising the items), and the quote would have equated to R15918,13.
While we acknowledge the frustration you've experienced, it is essential for correct information to be provided on Bob Go in order for us to ensure a smooth experience for our clients.
Bob Go powered by Bob Group's reply26 Oct 2023, 15:26
Official
Hi Juan
Thank you for taking the time to share your concerns regarding your recent experience with Bob Go. We value your feedback and would like to address your concerns.
Thank you for taking the time to share your concerns regarding your recent experience with Bob Go. We value your feedback and would like to address your concerns.
We understand that you are dissatisfied with the recent charges, but we would like to clarify a crucial aspect of the situation. In our terms of service, we outline that it is the responsibility of the account holder to provide accurate information when requesting a quote. Accurate information is vital to ensure that our quotes are based on the correct details and that there are no unexpected charges. Both Bob Go and Internet Express' contractual agreement according to the accepted terms of service state that if any changes occur in the shipping rate, charges applicable to the quotations shall be subject to revision accordingly with or without notice. Should your parcel exceed the quoted actual mass by the volumetric weight, the difference will be charge accordingly.
It appears that there may have been a discrepancy in the information provided on Bob Go when requesting quotes, which led to the difference in the initial rates and the final charges. Our team and system always strives to provide clear and accurate pricing, and we regret any confusion that may have arisen due to the incorrect data provided.
According to the information provided the quote was based on information provided that the weight if the shipment was 1000kg, however, courier service providers charge based on the the higher between volumetric mass and actual mass. This is clearly communicated on our platform and website, including our terms of service. In this case, the volumetric mass, based on the size of the items was 2712kg.
We understand that Internet Express palletised the items without communication to you, however, as part of the review process for the matter, Internet Express provided a quote based on individual item sending (not palletising the items), and the quote would have equated to R15918,13.
While we acknowledge the frustration you've experienced, it is essential for correct information to be provided on Bob Go in order for us to ensure a smooth experience for our clients.
JL
Juan L's updateReviewer Update
26 Oct 2023, 17:44It is important to investigate your order system because I had entered the correct dimensions for an individual item, with a quantity of 200 and a total weight equaling 1000 Kg. However, your system only calculated the quote based on the weight and not the dimensions I had provided. While I understand that your terms and conditions allow you to make changes without informing the client, I would have appreciated a phone call to discuss the situation rather than being charged such an excessive amount with no recourse. My complaint is primarily about the lack of communication from both companies.
Why did no one contact me to discuss the miscalculation? How many other customers have been in the same situation and not spoken up because they were told that the company could do whatever they wanted without informing the customer? When I spoke to Bob Go about this issue and mentioned that I was not informed of the miscalculation, they said: “We also noted that, if it is the case that Internet Express explicitly advised you over the phone that the packaging and the quote are correct and will not change, and then proceeded to change it, it is not fair of them to do so. As we confirmed, we listened to all of the call recordings from *** *** ***X where the packaging of the parcel as well as the quote was not mentioned by either party.”
So, because I did not explicitly ask about the quote, they did not feel it necessary to inform me of the miscalculation. However, I had no reason to doubt that the order system used by Bob Go does not calculate quotes correctly from the outset.
Terms and Conditions can be challenged in the following ways:
• It is contrary to the requirements of good faith - meaning it must be designed, negotiated and entered into with the consumer in a fair and open way.
• It causes a significant imbalance between the rights of the trader and the consumer to the detriment of the consumer.
• Unbalanced rights - Contract terms that give the trader certain rights that you, as a consumer, don't also enjoy can be considered unfair.
• Changing goods or services - A trader can't have a term that allows them to change significantly what you are buying without giving you the chance to withdraw from the contract.
Companies are free to use whatever contractual terms they consider reasonable, but these terms can't be unfair. Under these regulations, you're not bound by a term in a contract if that term is deemed unfair. Excessive cancellation fees, changing the goods or services, or changing the price are all considered unfair terms.
Why did no one contact me to discuss the miscalculation? How many other customers have been in the same situation and not spoken up because they were told that the company could do whatever they wanted without informing the customer? When I spoke to Bob Go about this issue and mentioned that I was not informed of the miscalculation, they said: “We also noted that, if it is the case that Internet Express explicitly advised you over the phone that the packaging and the quote are correct and will not change, and then proceeded to change it, it is not fair of them to do so. As we confirmed, we listened to all of the call recordings from *** *** ***X where the packaging of the parcel as well as the quote was not mentioned by either party.”
So, because I did not explicitly ask about the quote, they did not feel it necessary to inform me of the miscalculation. However, I had no reason to doubt that the order system used by Bob Go does not calculate quotes correctly from the outset.
Terms and Conditions can be challenged in the following ways:
• It is contrary to the requirements of good faith - meaning it must be designed, negotiated and entered into with the consumer in a fair and open way.
• It causes a significant imbalance between the rights of the trader and the consumer to the detriment of the consumer.
• Unbalanced rights - Contract terms that give the trader certain rights that you, as a consumer, don't also enjoy can be considered unfair.
• Changing goods or services - A trader can't have a term that allows them to change significantly what you are buying without giving you the chance to withdraw from the contract.
Companies are free to use whatever contractual terms they consider reasonable, but these terms can't be unfair. Under these regulations, you're not bound by a term in a contract if that term is deemed unfair. Excessive cancellation fees, changing the goods or services, or changing the price are all considered unfair terms.
JL
Juan L's update26 Oct 2023, 17:44
Reviewer Update
It is important to investigate your order system because I had entered the correct dimensions for an individual item, with a quantity of 200 and a total weight equaling 1000 Kg. However, your system only calculated the quote based on the weight and not the dimensions I had provided. While I understand that your terms and conditions allow you to make changes without informing the client, I would have appreciated a phone call to discuss the situation rather than being charged such an excessive amount with no recourse. My complaint is primarily about the lack of communication from both companies.
Why did no one contact me to discuss the miscalculation? How many other customers have been in the same situation and not spoken up because they were told that the company could do whatever they wanted without informing the customer? When I spoke to Bob Go about this issue and mentioned that I was not informed of the miscalculation, they said: “We also noted that, if it is the case that Internet Express explicitly advised you over the phone that the packaging and the quote are correct and will not change, and then proceeded to change it, it is not fair of them to do so. As we confirmed, we listened to all of the call recordings from *** *** ***X where the packaging of the parcel as well as the quote was not mentioned by either party.”
So, because I did not explicitly ask about the quote, they did not feel it necessary to inform me of the miscalculation. However, I had no reason to doubt that the order system used by Bob Go does not calculate quotes correctly from the outset.
Terms and Conditions can be challenged in the following ways:
• It is contrary to the requirements of good faith - meaning it must be designed, negotiated and entered into with the consumer in a fair and open way.
• It causes a significant imbalance between the rights of the trader and the consumer to the detriment of the consumer.
• Unbalanced rights - Contract terms that give the trader certain rights that you, as a consumer, don't also enjoy can be considered unfair.
• Changing goods or services - A trader can't have a term that allows them to change significantly what you are buying without giving you the chance to withdraw from the contract.
Companies are free to use whatever contractual terms they consider reasonable, but these terms can't be unfair. Under these regulations, you're not bound by a term in a contract if that term is deemed unfair. Excessive cancellation fees, changing the goods or services, or changing the price are all considered unfair terms.
Why did no one contact me to discuss the miscalculation? How many other customers have been in the same situation and not spoken up because they were told that the company could do whatever they wanted without informing the customer? When I spoke to Bob Go about this issue and mentioned that I was not informed of the miscalculation, they said: “We also noted that, if it is the case that Internet Express explicitly advised you over the phone that the packaging and the quote are correct and will not change, and then proceeded to change it, it is not fair of them to do so. As we confirmed, we listened to all of the call recordings from *** *** ***X where the packaging of the parcel as well as the quote was not mentioned by either party.”
So, because I did not explicitly ask about the quote, they did not feel it necessary to inform me of the miscalculation. However, I had no reason to doubt that the order system used by Bob Go does not calculate quotes correctly from the outset.
Terms and Conditions can be challenged in the following ways:
• It is contrary to the requirements of good faith - meaning it must be designed, negotiated and entered into with the consumer in a fair and open way.
• It causes a significant imbalance between the rights of the trader and the consumer to the detriment of the consumer.
• Unbalanced rights - Contract terms that give the trader certain rights that you, as a consumer, don't also enjoy can be considered unfair.
• Changing goods or services - A trader can't have a term that allows them to change significantly what you are buying without giving you the chance to withdraw from the contract.
Companies are free to use whatever contractual terms they consider reasonable, but these terms can't be unfair. Under these regulations, you're not bound by a term in a contract if that term is deemed unfair. Excessive cancellation fees, changing the goods or services, or changing the price are all considered unfair terms.