Reply from CitizenShipperSep 6, 2019
Emily,
We are very sorry to hear that you had such an unpleasant experience using our service. All of the drivers using our website are subjected to a very thorough background check using one of the industry's leading provider, a company called Checkr. And although all of them actively using our website have passed it, that doesn't necessarily mean that their decisions or actions sometimes won't go against your standards of behavior.
As per the messages your driver sent to us regarding your pets diet, you have replied that, quote: "She loves chicken".
Regarding the "duffle bag" issue, your ferrets were delivered in what's actually an airline approved mesh pet carrier that can be found and bought at Chewy or Petco, meaning it fulfills the standards for pet transportation.
Finally, the cage that was supposed to be delivered from a third-party didn't match the agreed upon conditions, as per the driver's testimonial.
We understand your frustration regarding the complete experience and your desire to be fully refunded. We have sent the same request to the driver, as we cannot legally enforce him to refund you, considering that the delivery was made. We are a third-party marketplace, so all the drivers using our website are independent contractors and not employees of CitizenShipper.
The driver is currently under investigation and if it is found that he has mistreated your pets in any manner, based upon all evidence provided, he will be banned and forbidden from using our website ever again. We kindly request that you submit any sort of evidence that will help us close this investigation, and we again apologize for all your inconveniences.
Thank you.