Questions for the platform developers

Dziyana

1. Why aren't customers accountable for orders? For example, if a client came to the platform, came to the performer as a lead, and then decided to do nothing. The platform receives money from the contractor, but the client owes nothing to the contractor.
2. Why does the platform make it impossible to combine working with taking orders? A lead in 1 minute already manages to write to 2-3 performers and many performers have to respond in a couple of seconds! This is not right, the performer does his job and should not be a secretary and instantly respond to the order. You should limit the ability to send out multiple requests from one customer and give time to respond.
3. Your system allows the platform to earn more than can earn the pro. For example, the client specifies that he needs to assemble 10 chairs, then sends a request to 10 pros and eventually chooses someone who responded in one second. The platform will get from the performers 1000 dollars because it is 10-units of furniture, and the order itself will cost 200-250 dollars and the only one pro will earn on this 150 dollars maximum and still pay taxes. This is unacceptable!

The platform should take a percentage of the order amount and only from the performer hired, everything else is simply unacceptable! You should verify customers not only by phone number, but for example by bank card, so that there are not so many fakes. Plus you should take money from the client and return them to the performer if the client decided to do nothing, and the performer wasted his time.

DustiO

@Dziyana this is all really great feedback — I would recommend sending this feedback to support@thumbtack.com to be sure it gets logged. I also wanted to add that Thumbtack's teams are focused on how we can better educate customers up front as well as various ways to increase commitment on the customer side. Thank you!