City Link shambles...

CompletelyLost

For what it's worth, it was the guy's work address so I'm assuming he was there on both days. City Link tracking shows the missed deliveries - rather peculiarly, both times on both days are exactly the same (13.02). When I called them, they said a card probably wasn't left because the driver couldn't gain access to the buidling (it was an address on a 2nd floor of a large complex).

Anyway, City Link have put a redirect on the package so that it goes elsewhere, and **finger cross** will get there tomorrow. Although I'm still not convinced...

AppleTurnover

CompletelyLost wrote: »

For what it's worth, it was the guy's work address so I'm assuming he was there on both days. City Link tracking shows the missed deliveries - rather peculiarly, both times on both days are exactly the same (13.02). When I called them, they said a card probably wasn't left because the driver couldn't gain access to the buidling (it was an address on a 2nd floor of a large complex).

Anyway, City Link have put a redirect on the package so that it goes elsewhere, and **finger cross** will get there tomorrow. Although I'm still not convinced...

There's still hope. Mine eventually arrived yesterday evening! Good luck.

brainwaster

My mate is a City Link driver and when they card you they are supposed to take a picture of your door. The photo is in black and white and the driver is supposed to then write the door colour under the picture to prove it`s not just some random door with the same number

Shaun_murray

I am a driver for city-link and 99% of drivers are honest and do the job correctly !
However I have worked for 4 major delivery firms and all are as bad as each other !

Advantages of city-link is they do have photo option on scanner and they are also GPS tracked through scanner
So if they have carded or left safe they do have evidence to proove if needed ?

If anyone does have issues with city-link send me your tracking I'd through a PM An I will see what info I changer for you.

THE RECEIVER IS NOT ALLOWED TO CHANGE THE DETAILS OF DELIVERY ONLY THE SENDER CAN DO SO AS THE ITEM IS STILL THIER PROPERTY UNTIL SIGNED FOR

Shaun_murray

Just to add the driver has a route optimisation system in place and the driver has to follow this so they could give an ETA according to the drivers route ?

Please be aware not all depots are using this system so may not be able to
Give the ETA,

scottme

City Link have taken to emailing customers the day before they first deliver, informing them that a consignment is on its way and saying who it's from. Unfortunately the notification says the delivery can occur any time between 07:30 and 17:30, which isn't a huge help for the customer in planning their day. I have had one of their "Sorry we missed you" cards through my letterbox yesterday and today. Having received an email I was expecting them and was definitely in the house on both occasions.

On the first day, I genuinely missed them, probably because they came too early for me to be conscious - the card didn't have the time on it but it was almost certainly left before 08:00. It really doesn't help that they try to deliver as early as 07:30. Like many people I am normally in bed, exercising or in the shower before 08:30, which can make it a challenge to answer the door as promptly as they seem to require.

On the second day however, they came at 08:20 and I was opening the door in well under a minute from the bell ringing, only to see the driver getting into his van and driving off, having already left the card in the letterbox. I can only imagine that he must have written it out before he even rang the bell. If that was the case, it suggests that the driver expected to miss me, was even planning to miss me, and it makes me wonder what he thinks his priorities as a delivery driver should be. I appreciate that drivers have what is probably a very tight schedule to keep to, but surely the courier business is about actually delivering things, not just getting round the route as fast as possible? City Link must ensure that their drivers allow a reasonable time for the customer to answer the door.

I immediately called the local depot (Tip: saynoto0870.com has local numbers for all their depots, so you don't need to be out of pocket through calling their 0844 number) and was promised that the driver would be asked to return right away. Two hours later I called them again and was told the driver could not return before 16:00 - by which time I will definitely be out.

Their customer services person refused to take my instructions to leave the consignment at the door. They claim that they cannot do this without getting a signature, for "security reasons". Whose security? In my experience other companies are prepared to leave goods without signature, on condition that the consignee accepts the risk. The package I hope some day to receive via City Link is of limited value and I am perfectly prepared to accept the small risk of it being stolen from my doorstep (which is well out of sight of any casual passers-by) in the short interval between it being left there and my return. I wonder if they are worried about pilferage by their own staff?

It seems that I will now be obliged to go and collect the package from the local depot, an inconvenience I did not bargain for when I paid for next business day delivery.

lovinituk

scottme wrote: »

Unfortunately the notification says the delivery can occur any time between 07:30 and 17:30, which isn't a huge help for the customer in planning their day.

This is common place with a lot of delivery companies.

scottme wrote: »

Their customer services person refused to take my instructions to leave the consignment at the door. They claim that they cannot do this without getting a signature, for "security reasons". Whose security? In my experience other companies are prepared to leave goods without signature, on condition that the consignee accepts the risk. The package I hope some day to receive via City Link is of limited value and I am perfectly prepared to accept the small risk of it being stolen from my doorstep (which is well out of sight of any casual passers-by) in the short interval between it being left there and my return.

To be fair they are protecting themselves. They can't confirm you are who you say you are over the phone - they don't hold security questions, just your name and address. They also don't know the value of the contents of the package - for all they know it could be worth a considerable amount.

scottme

lovinituk wrote: »

To be fair they are protecting themselves. They can't confirm you are who you say you are over the phone - they don't hold security questions, just your name and address. They also don't know the value of the contents of the package - for all they know it could be worth a considerable amount.

Yes, but as I say, other companies have processes to allow the goods to be left. For example, Royal Mail let you sign a disclaimer on the "sorry your were out" card, which you leave for the delivery man to collect when he leaves the package.

I'm fine with that. They're my goods, I've paid for them, and I should be allowed to take the risk.

lovinituk

scottme wrote: »

Yes, but as I say, other companies have processes to allow the goods to be left. For example, Royal Mail let you sign a disclaimer on the "sorry your were out" card, which you leave for the delivery man to collect when he leaves the package.

Yes, exactly - you sign for it! No company in their right mind is going to accept that someone is who they say they are over the phone with no evidence if a claim goes against them. Why do think banks go through security checks?!

scottme wrote: »

I'm fine with that. They're my goods, I've paid for them, and I should be allowed to take the risk.

And then theres nothing to stop you changing your mind later and claiming that it was stolen. City Link are following the correct proedures to protect themselves as they rightly should.

lindseykim13

I had this with a large toy i had bought from ebay, i arraged the city link courier and they were a bloomin nightmare. Claiming twice that they had attempted delivery 2 days in a row when i had been in all day and expecting it. No card was left either day and the only way i knew was because i was keeping an eye on the tracking.
The second day at the time stated i was in the front garden doing some gardening so i'd like to know how i missed a citylink van come in the street!
I was so angry at the time and did compain but because i booked it through parcel2go i was fobbed off to them. I gave up in the end and had to collect my parcel from the depot, by which point it was also damaged.
Will never use city link again.

My point is they do lie and if your buyer is requesting a certain day/time it's probably because they are annoyed at waiting in for a driver who never comes.