Review Time
I am submitting this feedback from the perspective of a contractor, not as a customer.1. Membership and Concierge FeesGogo’s membership fees are significantly higher compared to customers who contact Instacart directly. Additionally, the concierge fees for grocery orders appear inconsistent and unusually high. For example, I assisted a customer who initially had 15 items, resulting in a concierge fee of approximately $16. After reducing the order to just 1 item, the fee remained around $15.Although Gogo states that concierge fees range from $0.30 to $0.85 per item depending on the membership plan, the actual fees often exceed the communicated maximum of $13. This creates confusion and may be perceived as misleading to customers.2. Lack of Support for Contractor Well-BeingIn my experience, the company does not adequately support the well-being of its contractors. I disclosed that I struggle with anxiety and depression and expressed my intent to file a PLOA, with a willingness to provide a medical certificate. Unfortunately, my request was declined, leaving me no choice but to resign.Ironically, supervisors didn’t even try to retain me. Supervisors often avoid escalating concerns to management, which contributes to an environment where contractors do not feel heard or supported.3. Pay Disparities and Workload DistributionWhile my contract indicated an hourly rate of $4, new hires have been offered higher pay despite taking on fewer responsibilities. In the grocery department, we handle grocery registrations, grocery orders, and transportation, whereas new hires primarily manage rides and registrations. This creates an imbalance and affects morale.4. Dismissal of Contractor ConcernsContractors’ concerns are frequently dismissed or invalidated when raised with supervisors. This discourages open communication and leaves many issues unresolved.5. Tips and Compensation TransparencyThere have been instances where customers wanted to offer tips. While I understand that accepting tips is not allowed because the company provides a bonus when a customer mentions the operator’s name in an email review, this situation still affects contractor morale. Then supervisors have insisted to the customers that our salary is sufficient. Well, it’s not. This is not consistent with contractors’ lived experience.6. Leave PoliciesApproval for sick leave or other types of leave is conditional on finding someone to cover the shift. If no replacement is available, the leave is denied and unpaid—even when contractors have available leave credits, proofs, medical certificates, etc. This policy does not support employee health or work-life balance.7. Transparency with CustomersContractors are instructed not to disclose service costs unless the customer explicitly asks. This lack of transparency can lead to dissatisfaction and mistrust from customers.CONCLUSION:Based on these experiences, I believe the company has significant areas for improvement in terms of transparency, contractor support, and fair compensation practices. Additionally, it may be more practical for customers to contact Instacart directly. When issues arise, we resolve them through Instacart’s system—not through Gogo’s internal tools—which makes Gogo function more as a middleman while charging customers more than what they would pay by going directly to Instacart.I hope this feedback helps highlight concerns that directly affect both contractors and customers. To all customers, please choose thoughtfully and select a company that upholds integrity.
My 82yo father received a flyer in the mail regarding this service. He called and set up rides for 1 day. The charges were significantly more than suggested online and more than Uber which he used previously. The service was never used again. A month later he received charges for a "monthly membership". Both he and I called and while eventually they agreed to cancel the membership, we were told charges were not refundable. This company touts itself as helping seniors but charges more than any other ride share we've tried, while billing "nonrefundable" charges my father was neither aware of or understood. Do not trust this company with your credit card info!!!
I have always been able to depend on GoGo. I like to reserve a ride and I get the driver’s name via text.There have been a few mishaps, but I can always call GoGo. All representatives are courteous and helpful.I have been using them for 2 years.
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