Posted by S
Worst (non-existent) customer care and simply unbelievable Terms of Service.
First, I had to wait for 35 minutes under the scorching sun (almost 100degrees) at the airport because the first driver cancelled on me after making me wait for 20 minutes and I was assigned a new driver. By the time I got home I was heatstruck from exposure to the heat and the preceding 13 hour international flight. I stupidly left my backpack in the backseat of the car. It had my two laptops, an ipad, a cellphone, wallet with credit and debit cards, cash and most importantly, my passport.
I contacted called/texted the driver right away but no response. Customer service was so unhelpful, it said the only thing I could do was to keep contacting the driver through their lost and found chat. I must have sent the driver at least 30 texts over the next 40 hours, but no response. Lyft said they were sending the driver texts too but since drivers are not Lyft employees they are not required to respond to messages from Lyft. Lyft's Terms of Service do not require drivers to return items found in their car to riders!!
I filed a report with police and the police "visited" the driver's apartment based on the image of Find My app ping of the location of my lost Apple devices in the bag. Incredibly the driver claimed to the police detective that she had never gotten any messages from Lyft or from me. Since she didn't know what to do with my bag, she was "safeguarding" it in her apartment. In the meantime, Lyft refused my appeal (begging, more precisely) to compel the driver to respond by temporarily deactivating her from the pool of drivers until she did. Which means, while fully aware that a rider was having difficulty retrieving valuables (probably worth 10K in total) left in the car, Lyft kept assigning this driver to new riders. I'm not only deleting my Lyft app; I'm removing my financial info from my account and then close my Lyft account. Lyft is an absolute disgrace to the industry.