When you enter the site as an employer you are surprised to see so many 5 star raters. You believe everyone might be doing good work. That is sadly not the case. All those ratings are either managed by friends and family. Or the client is tricked by the freelancer to give the 5 star rating. 5 star rating else support will suffer. Or the customer is told that he will not not get the code or the documentation if he does not give a 5 star rating.
Also If you reach freelancer for these issues they ask you to resolve these issues amongst yourself. We will not mediate is what they say.
Typical responses on issues from Freelancer Support team.
1. I did not get the code - Sorry connect with your freelancer for this.
2. My project is not moving, the freelancer is not working - We do not mediate. That is not our role. Please talk to the freelancer.
3. Freelancer not responding - Please keep pinging the freelancer. This is not our role.
4. Freelancer not delivering work - Please explain work to the freelancer again. If work is not moving talk to them. We appreciate conversations.