Delivery survey

JohnC6

JohnC6

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There's often a post about online deliveries..Amazon..Yodel..DPD..RM.. Which? have just published its survey results from last Christmas.

Nearly half of households receiving Christmas deliveries from online retailers have seen them go wrong. Parcels thrown over fences and high side gates,left in the rain, or taken by binmen. Four in ten customers experienced at least one problem during the run up to Christmas. 2000 shoppers were contacted and reported instances of items arriving damaged, parcels left in the wheelie bin,thrown over fences and gates .One respondent reported that a case of wine was thrown over the garden gate.. One in five reported late delivery ,one in ten reported items were left outside without consent and one in fourteen deliveries went missing. Regarding the best and worst Yodel came out worst ....no surprise there,then..16% of customers rated it as 'poor' in terms of communications about their parcel. Amazon came out best with 90% of customers giving it a high rating in terms of punctuality,communications and condition of the goods. A Which? spokesman said they'd been told of scores of disasters

A Yodel spokesman said " We are proud of the hard work and diligence of our workers up and down the country and welcome all feedback from our customers to support us in addressing the aspects of our service we can build on .Other independent review platforms have indicated how much progress we have made in improving our service levels"

Ofcom is introducing regulations on how customer complaints are to be dealt with. Their survey found that the 2/3 ..ie. 64% of customers experienced some kind of problem over the last three months. 10 million parcels a day are delivered. Here are Ofcoms proposals https://www.theguardian.com/busines...-customer-service-complaints-protection-ofcom
 
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A couple of thoughts, although I may not be popular for them.

How is the data collected? The scale of online deliveries is staggering.

Problems are easiest found when they're looked for.

I, and nobody I know, has had the level of problems with deliveries that others on here report. Lucky I guess.

Don't like the service, don't use it.
 
I agree with Simon. We ship 100s of orders weekly. We use RM for around 70% and and DHL for the remaining 30%. Very rarely do we have complainof losses and I don’t think we’ve ever had a complaint for damaged goods.

out of those that do claim non receipt, most usually go away once we provide a photograph of them holding the goods or GPS coordinates of the delivery at their front door.

on a personal level I think we’ve only had one or two deliveries go missing that we’re expecting, both of those were Hermes. Never had a problem with any other courier.
 
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In recent years I can’t think of a single issue. From a 43’ monitor, or dining table down to sd cards, and that’s across RM, dpd and all the others.
 
I have stopped ordering stuff online, because of the stress of knowing whether or not they will arrive or when. I have had two deliveries dumped in the brown compost recycle bin, one not arrive at all. I live in an ordinary street with neighbours, no access problems.
The next door neighbour has been away for a couple of weeks. He had a delivery which comprised of two large packages, dumped on his doorstep in full view of anyone wishing to nick them. They are probably ruined, too big for me to take in. Anyway, they have been delivered to the wrong address, so I contacted the supplier (packaging has their details, three hundred miles away), because the real recipient lives in another town half an hour away. The supplier was grateful to me, thanked me for telling them. Yesterday, I received a rather abusive phone call from UPS (the supplier must have given them my contact details), from a young girl who was basically accusing me of lying, insisting that they had been delivered to the correct address. She wouldn't listen to me, trying to explain that the delivery address had a totally different postcode, and that the street ended in avenue instead of road. She simply tried to talk over me, so I told her where to go.
 
Many items sent and received, both on a personal basis and at work, with only the very occasional issue, all of which were resolved.

Most concerning one, at work, was a medical device, valued at around £150k, which went missing and the courier initially claiming it was a failed collection. They eventually found it three weeks later after we were forced to resort to CCTV to prove it had been collected.
 
I’ve had more stuff go missing over the last six months than at any other time and that covers several couriers including RM, Hermes and UPS. But then I’ve been ordering a lot more things for delivery, as have most of the country, so I suppose that’s only natural.

Hermes are universally the worst courier in our location, and Yodel are usually very good. I mentioned in another thread that my latest parcel via Hermes turned up four days late with tyre tracks on the box and the contents trashed. On the other hand, yesterday I had a John Lewis parcel sent via Yodel that arrived on time, in perfect condition and their live tracking link worked perfectly. Just goes to show how much of these issues are down to your local delivery agent.
 
simon ess said:
A couple of thoughts, although I may not be popular for them.

How is the data collected? The scale of online deliveries is staggering.

Problems are easiest found when they're looked for.

I, and nobody I know, has had the level of problems with deliveries that others on here report. Lucky I guess.

Don't like the service, don't use it.
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Not always an option to not use a service. We had an Amazon order delivered this week which was an Xmas present from a friend - no choice on our part. The parcel was left propped against our front door while we were away on holiday - we have no front garden and any passer-by could have picked it up. Luckily, our neighbour picked it up and gave it to us today as we came home.
 
john.margetts said:
Not always an option to not use a service. We had an Amazon order delivered this week which was an Xmas present from a friend - no choice on our part. The parcel was left propped against our front door while we were away on holiday - we have no front garden and any passer-by could have picked it up. Luckily, our neighbour picked it up and gave it to us today as we came home.
Click to expand...
And no doubt you friend would have on the tracking delivery "handed to resident", which seems to be a default description even when they don't knock to let you know it is 'there'.
 
Never had this type of problem. We are retired so often present or can be for deliveries (you can often choose a day/time). Occasionally, when we have been out, deliveries are often left with a neighbour. We also look out for deliveries for other neighbours. This is only personal stuff but usually at least 3 parcels a week but a lot more this time of the year.

Dave
 
I've had a few orders from China via evil bay go missing and recently had a nightmare with a UK supplier using Hermes and have had one item I posted RM go missing forever so overall that's pretty good. Back when I worked I produced some stats for delivery success and they were awful but that was years ago and I can't even remember the couriers now. So, I think problems are maybe patchy and periodic and may at least in part depend on the personnel involved. Be lucky enough to have good staff and the parcels may get through but have some shockers and some may end up in a field somewhere or back on evil bay.
 
Man in white van dropped parcel on the doorstep this morning, I went out and found, not for me, wrong address etc, into middle of the road to stop van after he turned at bottom of street, the driver was unhappy at me standing in the road blocking his way, not for me I says, “ can't you pop it to the right door” he shouts, parcel dumped on front of van and I went back in the house ignoring whatever he was muttering behind my back. Lucky I was in a good mood and not hungover, could have been different.
 
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