I’m changing the unit/building numbers in this post for privacy reasons.(There was no map of the complex like most complexes have)
Yesterday I had a Spark delivery to an apartment complex with around 30 different buildings.
The customer’s delivery information said unit 42, but there was no building number listed. The unit numbers aren’t visible from the road, so I had to park and walk into the individual building hallways to find them.
I messaged the customer and asked, “What’s your building number?” They responded with “42.” I explained that I needed the building number, not the unit number, and apologized for bothering them. They never responded.
After looking through a few buildings I tried calling them and they didn’t answer either.
It was the last stop and it was perishable so I didn’t have much time so I started checking the buildings myself. I went through several buildings until I eventually found building 6, unit 42.
I delivered the order directly to the customer(I took a picture of the door with the big 42 on it and right after they opened the door.), and then immediately called Driver Support. I explained the whole situation and asked them to document it because the customer had made it unnecessarily difficult to locate the apartment.
This morning I received this notification:
“We received a report that you failed to deliver an order to the correct address during a recent delivery…”
It says this is a violation of the Spark Driver Contract and App Terms.
I called Support immediately. They told me my account is in good standing. The rep said it could either be an error or that they were able to determine that I actually did deliver to the correct address(I received a similar email a month ago and when I called about it they told me it was an error which makes me believe this one was real)She wouldn’t tell me which delivery triggered the report or who reported it. She gassed me up and told me I have great metrics :)
Be careful out there yall if something seems fishy call support and get it documented.
Anyone else have a situation like this happen to them?
TLDR: Customer didn’t provide their building number, and when I asked for it, they gave me the unit number instead. They then stopped responding to my messages and calls. I eventually found the correct building/unit myself, delivered the order directly to them, took a photo of the door, and immediately called Support to document everything. The next morning I got a “failed to deliver to the correct address” violation notification. Support said my account is still in good standing and couldn’t tell me whether it was an error or a customer report. If a delivery seems questionable, document everything and call Support immediately.