This is ridiculous, what is going on??

Shipt has become ridiculous!! I have been doing this for 5 or 6 years, I've lost count but I'm a long-time shopper and have weathered all the changes. At least throughout all the changes Shipt had somewhat of a decent customer service support. That has now gone to hell! Originally, they just started using the overseas support on the weekends, but I can't remember the last time I called support and got someone state-side.

I applied for rating forgiveness for a 4 I was given undeservedly 16 DAYS ago!! Luckily because I was a five, it dropped that four and it did not affect me, but I wanted it forgiven in case I got another lower score during the Christmas rush that then would affect me. Sure enough, somebody upset that they didn't have an item they wanted rated me low again, And it affected my score and dropped me to a 4.98 right before the New Year's rush. I have even emailed customer support, twice and have not received any reply. The form says you should hear something back in 48 hours and it has been 16 days! The last stretch of writing forgiveness took 11 days and they forgave both ratings.

I just don't understand it. If it's going to take this long for rating forgiveness, they need to change the system! Instead of letting customers rate us and it takes immediate effect And then we have to be at the mercy of Shipt until they review it 16 days later or however long, they need to do the opposite. Let the customer rate us and it does not take effect until somebody at Shipt reviews the rating and decides whether they think it's undeserved or they think the rating is substantiated. Then let the rating take effect. They believe it's just, or don't let it take effect which we would never see it then. If it does take effect and it drops our scores then we know that somebody Shipt reviewed it and there's no need to apply for forgiveness, thought maybe they could do something where they allow one appeal.

Shipt is going to shit! They really need to focus on improving their shopper and customer service experience. They are taking everything down to the bare bones trying to make money and they're going to run this company into the ground!