Blame the shop... or courier company
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Blame the shop... or courier company
Postby AUbicycles » Tue Jan 10, 2017 9:38 pm
The retailer can certainly select their provider and providers may be cheap / expensive / fast / slow / inefficient / efficient etc. An added level of difficulty is for international orders when other providers are used so the connected experience becomes disconnected (e.g. tracking or customer service) or when contracters are used (they may officially serve the delivery company and wear their T-shirt but whenever anything goes wrong, they are an independent service partner and the 'main company' accepts no responsibility).
So how often is your shopping experience (customer satisfaction) ruined solely by the delivery company... and have you experienced exceptional delivery service that goes above and beyond?
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Re: Blame the shop... or courier company
Postby mikgit » Tue Jan 10, 2017 9:45 pm
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Re: Blame the shop... or courier company
Postby RonK » Tue Jan 10, 2017 9:57 pm
I'm not sure why you would be getting bad service from DHL. I deal with stores in Germany quite often and have been getting consistently reliable service from Deutsche Post DHL.
But it is my take from reading the various threads about online purchases that the merchant is often blamed for issues in the logistics chain.
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Re: Blame the shop... or courier company
Postby eeksll » Tue Jan 10, 2017 10:01 pm
I have a office I can get things sent to, so that kinda cancels out the last point for me.
I have noticed recently, wiggle dont offer a express post option, I thought it did in the past. However, I still ordered and got it very quick.
Pushys offer shipping ($12) and express shipping ($15). However, if i have an order total for free shipping, I still get charged $15 for express shipping. Reducing that to $3 for express shipping when I am over the free shipping threshold could make things go smoother?
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Re: Blame the shop... or courier company
Postby queequeg » Tue Jan 10, 2017 10:46 pm
I have had packages take 3 weeks to go between Syd/Bris and Syd/Mel without explanation, and only recently I had two item consignment from Mackay to Sydney arrive in Sydney with one item missing, and the delivery company couldn't tell me where it was, only saying "it will show up in a few days, items often get split". I have no idea how that happens when they are collected together, arrive at the depot together, then go their own way to the same destination, but you only have one tracking number, so it shows as Delivered when you try and follow it up.
BTW I just had a DHL Package delivered yesterday. It only left the UK on Thursday!
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Re: Blame the shop... or courier company
Postby Patt0 » Wed Jan 11, 2017 8:48 am
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Re: Blame the shop... or courier company
Postby CycloTron » Wed Jan 11, 2017 9:05 am
I've had no issues with Auspost and DHL Express in my area provides exceptional service - quick delivery and if no one answers the door, the courier driver actually rings my number to ask for permission to leave unattended. I buy so much online that I'm now on a first name friendly basis with the DHL guy and the Auspost parcel man
However, Couriers Please and Toll have both been unreliable, although no disasters to date. Issues like leaving a card without even bothering to knock, attempting to deliver to the wrong address (even though they been to my place before!), minor delays etc.
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Re: Blame the shop... or courier company
Postby biker jk » Wed Jan 11, 2017 10:05 am
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Re: Blame the shop... or courier company
Postby hamishm » Wed Jan 11, 2017 11:07 am
Other shops use Startrack which will leave it at your local post office for collection later the same day. Faster if a bit less convenient.
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Re: Blame the shop... or courier company
Postby mikgit » Wed Jan 11, 2017 11:14 am
yeah our locals guys do this (if hey don't leave it at the back door or in the catflap... only problem is that the post office will close up before 5.30, ugh! even if you get there before 5.30 and they are still open, they won't serve you becasue they already turned off the post office stuff...hamishm wrote: Other shops use Startrack which will leave it at your local post office for collection later the same day. Faster if a bit less convenient.
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Re: Blame the shop... or courier company
Postby CycloTron » Wed Jan 11, 2017 12:06 pm
Yep, likely they are trying to make it inconvenient so you'll pay for one of their Parcel Lockers.mikgit wrote:only problem is that the post office will close up before 5.30, ugh! even if you get there before 5.30 and they are still open, they won't serve you becasue they already turned off the post office stuff...
Good ol' Ahmed is all about showing himself the money...
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Re: Blame the shop... or courier company
Postby RonK » Wed Jan 11, 2017 12:13 pm
Parcel Lockers are free. I use one regularly and it doesn't cost me a cent.CycloTron wrote:Yep, likely they are trying to make it inconvenient so you'll pay for one of their Parcel Lockers.mikgit wrote:only problem is that the post office will close up before 5.30, ugh! even if you get there before 5.30 and they are still open, they won't serve you becasue they already turned off the post office stuff...
Good ol' Ahmed is all about showing himself the money...
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Re: Blame the shop... or courier company
Postby CycloTron » Wed Jan 11, 2017 12:30 pm
However, what's in it for them then?
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Re: Blame the shop... or courier company
Postby RonK » Wed Jan 11, 2017 12:41 pm
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Re: Blame the shop... or courier company
Postby Bird » Wed Jan 11, 2017 12:51 pm
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Re: Blame the shop... or courier company
Postby mikgit » Wed Jan 11, 2017 1:10 pm
Yeah that would be good, it's just usually there is someone here to collect, so it's only sometimes (alwys the most inconvenient, like a friday, so you don't get it till monday). From what i can tell it looks like if you use parcel locker it goes there first, it's not a placement after a miss delivery? Because then we'd have to go pick it up 100% of the time, and it's not that close.RonK wrote:Parcel Lockers are free. I use one regularly and it doesn't cost me a cent.CycloTron wrote:Yep, likely they are trying to make it inconvenient so you'll pay for one of their Parcel Lockers.mikgit wrote:only problem is that the post office will close up before 5.30, ugh! even if you get there before 5.30 and they are still open, they won't serve you becasue they already turned off the post office stuff...
Good ol' Ahmed is all about showing himself the money...
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Re: Blame the shop... or courier company
Postby RonK » Wed Jan 11, 2017 1:42 pm
My situation is the opposite - there is never anybody at home during the day, and since I live a secure apartment building a courier cannot gain access to leave a parcel in a safe place.mikgit wrote:Yeah that would be good, it's just usually there is someone here to collect, so it's only sometimes (alwys the most inconvenient, like a friday, so you don't get it till monday). From what i can tell it looks like if you use parcel locker it goes there first, it's not a placement after a miss delivery? Because then we'd have to go pick it up 100% of the time, and it's not that close.RonK wrote:Parcel Lockers are free. I use one regularly and it doesn't cost me a cent.CycloTron wrote:
Yep, likely they are trying to make it inconvenient so you'll pay for one of their Parcel Lockers.
Good ol' Ahmed is all about showing himself the money...
The Post Office is only a short distance away, and by addressing deliveries to a parcel locker I don't have to rush there during business hours to collect it.
When ordering I always check that the merchant uses postal services rather than couriers for delivery. On the odd occasion when a merchant uses a courier unexpectedly it is a major inconvenience trying to arrange an alternative delivery.
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Re: Blame the shop... or courier company
Postby open roader » Wed Jan 11, 2017 5:49 pm
I used to have shocking delivery times from c r c - I'm talking 8-9 years ago on maybe 6 or more small item purchases over maybe 6 months. I can't recall which delivery system was used (may well have been Royal Mail) but I went with c r c as they used PayPal unlike many others at the time as I liked using Paypal. However this frustration of consecutive multi week and sometimes/multiple month long waits lead me to stay away from c r c for a good 6 years before I even considered them again and I think I've only purchased one rim from them since as they were the only source of that type of rim - mercifully the rim arrived within a couple of weeks..........So how often is your shopping experience (customer satisfaction) ruined solely by the delivery company...
In that period when I deliberately black banned c r c from my shopping agenda I spent an awful amount of money on internet based/mail order bicycle related items - c r c just missed out - full stop.
A few years back I built three bicycles up in close succession, two of mine and my boss' bike. M boss was keen to get some riding in before his overseas business schedule kicked in and his time ran out so I had some rapid fire ordering to do with fingers crossed that headset turned up before the weekend or hoping that new derailleur arrives tomorrow etc. I recall purchasing said headset from BigBike in Sydney and it arriving the very next day (Sydney to country Victoria) and being very impressed. Bike Bug had maybe a half a dozen orders in that time and all were either couriered the next day or they arrived in the mail within a few working days. This really worked out well as my boss and I got some good afterwork and weekend riding in and as a result, Bike Big is often my first port of call if I'm looking to shop online because of the very good run of dispatch and deliveries I recived back then.have you experienced exceptional delivery service that goes above and beyond?
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Re: Blame the shop... or courier company
Postby Ross » Wed Jan 11, 2017 7:51 pm
And different people (end user customer type people) have different views and tolerances of service. What is good service to me can be bad service for someone else, and vice versa.
My local Aus Post delivery I think is pretty good. Most times he leaves the parcel on my front porch if I'm not home, which suits me as I don't really have the time or inclination to run around to the PO to pick a parcel up.I'm lucky I live in a pretty reasonable neighbourhood where generally no crime happens (except the odd hoon speeding or doing burnouts). But I can see where this arrangement wouldn't work for some people that are concerned their parcel could be stolen.
Only ever had one parcel from a UK bike shop go missing in transit in ~10 years of ordering, and the bike shop sent out replacement parts FOC without quibbling.
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Re: Blame the shop... or courier company
Postby Ross » Wed Jan 11, 2017 7:54 pm
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Re: Blame the shop... or courier company
Postby robbo mcs » Wed Jan 11, 2017 8:13 pm
My gripe is people who don't give an option for postal delivery rather than courier, or keep this information myseriously hidden. My home address for various reasons is difficult for couriers to access, and we are not allowed to take deliveries at work. So my preferred method is PO Box. Often you get the whole way through the order process, and even pay, before it tells you PO boxes not allowed. Even in that case I would be happy to pay an extra $5-10 for an alternative postal delivery.
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Re: Blame the shop... or courier company
Postby RonK » Wed Jan 11, 2017 9:37 pm
Mine too. However I went to order something from 99 Bikes only this week but their delivery information quite explicitly states someone must be in attendance at the delivery address, so they didn't get the order.robbo mcs wrote:First up a good plug. I ordered something locally from 99 bikes online, they were the only place I could find this particular part online.
My gripe is people who don't give an option for postal delivery rather than courier, or keep this information myseriously hidden.
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Re: Blame the shop... or courier company
Postby lone rider » Wed Jan 11, 2017 9:47 pm
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Re: Blame the shop... or courier company
Postby DavidS » Wed Jan 11, 2017 9:56 pm
I don't get it. Luckily it has only happened twice and I've never had an issue with my wine orders, of which there have been many.
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Re: Blame the shop... or courier company
Postby Baalzamon » Thu Jan 12, 2017 11:41 am
I get more issues with Australia post.... Item attempted delivery and no card being left. Go check tracking and it's been signed for! Raise a case for it. Don't hear anything. Suss I go to the post office and show them the details for the tracking. Go to my shelf and pick it up and I'm like... But it was signed for, and they were "Yep we signed for it, but incorrect status chosen"
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