Surely you should have choice of delivery co when ordering online

pinny2

This was an especially acute problem over Christmas with a lot of complaints on the Amazon website about my Hermes (different from the Hermes network) but this applies to most online sales companies. The issue is this: as a customer you have to pay postage (quite rightly) but get no choice of who is used and usually no visibility of which company before you’ve paid. So, purchases are often delivered by the cheapest, most unreliable firm whose online tracking system is sheer fantasy and is acknowledged as such by many frustrated customers. A company that many would not choose to use is getting their money, paid under compulsion. I’ve asked the question (but received no reply, which makes me think that the answer is yes) as to whether 3rd party sellers on Amazon are obliged to use my Hermes to deliver. Customers on the Amazon website who appear to know the background say that my Hermes had to buy a tracking system if they wanted to get the Amazon contract but bought the cheapest, most unreliable one that had been rejected as totally unfit for purpose by other delivery companies. I don't know this as a fact but some people appear to.
It feels like a possible abuse of dominant market position, though of course that may be an unfortunate appearance not borne out by the facts. I think if MSE were to investigate they'd get to the bottom of it in a way that individuals can’t. I’d be prepared to put time into this.

I do understand that the actual delivery people for this courier aren't necessarily to blame - what seems wrong is that we don't have a choice as to which delivery co gets our money.

A good result would be to have a transparent choice between at least 2 named companies (at different prices if necessary) on checkout when shopping online. Thanks for any thoughts.

cookie365

It's their business, their choice.

If the resulting product isn't to your liking, vote with your wallet and buy somewhere else.

photome

completely unrealistic.

A company will usually have a contract with a delivery company who will pick up on a regular basis you cant expect them to keep calling in different companies just to keep you happy

pinny2

I don't think it would just be me? You are after all paying for a service so why shouldn't you as the buyer be offered at least clarity at the point of sale?

photome

pinny2 wrote: »

I don't think it would just be me? You are after all paying for a service so why shouldn't you as the buyer be offered at least clarity at the point of sale?

If you were the seller with hundreds/thousands of parcels to pick up on a daily basis how would it make sense to seperate and have different delivery companies pick up, more work and more cost

swingaloo

The delivery company are contracted to the company paying them, not the end customer.


Our company use TNT and ship thousands of boxes a day at a set price per box irrespective of weight. It would be totally unworkable to have some customers wanting delivery with different companies.


These big companies use automated labelling and vehicle loading, it would be impossible to have someone stood there making sure that Mr Bloggs delivery was pulled off the conveyor because he wanted it sending with Parcelforce rather than TNT.

visidigi

swingaloo wrote: »

The delivery company are contracted to the company paying them, not the end customer.


Our company use TNT and ship thousands of boxes a day at a set price per box irrespective of weight. It would be totally unworkable to have some customers wanting delivery with different companies.


These big companies use automated labelling and vehicle loading, it would be impossible to have someone stood there making sure that Mr Bloggs delivery was pulled off the conveyor because he wanted it sending with Parcelforce rather than TNT.

Its not impossible at all, its in fact very easy. The likes of metapack offer a software package where the retailer has the choice of carrier as needed, based on variables such as delivery times, cost, service, functions etc.

In saying that, the idea isn't unrealistic. The challenge is when you offer multi carrier you have to support multi carrier post shipping, which increases staffing costs etc.

Its not just the transportation costs in the equation, at the end of the day, the customer shouldn't have the choice, as they aren't the one contracting the service.

Johno100

I agree with many who have said it would be a logistical nightmare. But I can see no reason why an online retailer could not be required to state prominently in its delivery conditions which carrier it uses, so a potential customer could make an informed decision about whether to place their order or not.

tberry6686

Considering Amazon use most of the available carriers what difference would naming them make ?

Exile_geordie

Johno100 wrote: »

I agree with many who have said it would be a logistical nightmare. But I can see no reason why an online retailer could not be required to state prominently in its delivery conditions which carrier it uses, so a potential customer could make an informed decision about whether to place their order or not.

A lot of places where I shop online already do tell you which carrier they use before hand.

DaftyDuck

Some offer choice of carrier. Zooplus springs to mind. Yodel is free, Parcelforce for 50p extra. They are an extremely efficient online supplier. I wish more would offer such a choice.