Pressure to Change Feedback

Undervalued

the_lunatic_is_in_my_head wrote: »

This one is half and half, we would gladly ship every single order by Special Delivery and have it with the customer next day by 1pm, we do offer the option and about 1 or 2 customers a year pay the extra £9.99, out of about 40,000.

Our competitors will out sell us by being pennies cheaper despite having a much longer window for delivery.

Competition and a desire of shoppers to pay the cheapest often choose the delivery agent.

Regardless of what service is used, none are 100% and most rely on how well the delivery person at the delivery end does. Current Yodel driver here, really good, previously one, a lazy git who twice left parcels in inappropriate places.

Lost parcels is part of shopping online and completely random, my view would be that the way the seller handles and resolves the problem would be what I rate them on, majority of that would be based on their communication skills.

The 10 day window (I assume you mean the ETA was 3-5 days but the seller said please allow 10) suggests Royal Mail was used, we've had several instances of replacing a customer order and then being told the first has arrived, it's rare but parcels do randomly get stuck, how long one should wait past the expected date is a topic that could go on forever. The only flip side of this is that if 2 do arrive I assume the consumer has some responsibility to see that one is restored to the retailer which may cause an inconvenience one way or the other.

If you left feedback just because the parcel went missing in transit I think it's pointless IMHO, if you left feedback because of waiting the extra time past the ETA that would be your opinion that your entitled to you.

But unless the seller sends is by a tracked method and provides the buyer with proof it has been sent, the buyer has no means of knowing whether it has even been dispatched.

Even then, as I said earlier, it is still technically the seller's fault.

Otherwise, if you think about it, it is no different to the seller claiming they are not responsible for faulty goods and telling the buyer to take it up with the manufacturer. And yes, sadly some sellers still try that one!

shaun_from_Africa

George_Michael wrote: »

But if the seller doesn't receive feedback about the delivery agent that they choose to use then how will they know how that delivery agent is performing and then be able to make an informed decision about maybe choosing a different delivery company?

fleshandbone wrote: »

Send a polite message to the seller in private rather than making it part of the feedback.

So you are saying that if a buyer received good service then they should leave positive feedback to reflect this but if they receive service that in their opinion is lacking slightly then they should not leave fb for this but simply send the seller a private message?

Sort of devalues the whole idea of feedback don't you think?

It's a bit like buyers on ebay who boast of having 100% positive feedback.
Of course they do seeing as sellers can't leave anything other than positive.

neilmcl

unholyangel wrote: »

You sure do have a strange sense of consumer rights. I dont think I've once seen you be helpful to an OP on this board, quite the opposite in fact.

This kind of explains it.

fleshandbone wrote: »

If we had a customer like you we would promptly put you on the block list.

Davesnave

lincroft1710 wrote: »

It is a condition of attaining 67 that one follows in the footsteps of our glorious predecessor VM who was only about 58 when we first encountered him

Ah, that's why I'm not doing it right!

Believe it or not, I was far grumpier at 58 than I am now.

Davesnave

LilElvis wrote: »

Plenty of my online orders are delivered by DHL and DPD and without the need for me to pay extra. In fact most of my deliveries are free either because the seller offers it for all transactions or because I have spent over their threshold to qualify for free delivery.

Businesses run differently with variable profit margins, but when these guys can take an order at 3pm and get it to me 'free' by 9am the next morning, I feel that others can certainly up their game.

Yes, £3.79!

http://www.ebay.co.uk/itm/like/261509136683?lpid=122&chn=ps&adgroupid=28312585266&rlsatarget=pla-193548155346&adtype=pla&poi=&googleloc=1007099&device=c&campaignid=628893806&crdt=0

I know it doesn't always happen that way, but on the whole I find delivery by many companies to be pretty quick. They wouldn't need 10 days to know something was wrong.

the_lunatic_is_in_my_head

Undervalued wrote: »

But unless the seller sends is by a tracked method and provides the buyer with proof it has been sent, the buyer has no means of knowing whether it has even been dispatched.

Yes there could be doubt over whether the parcel was sent, we use DMO so there's a detailed record of everything sent, I imagine most postal solutions offer something as proof of dispatch with most now online rather than having to manually fill out paperwork.

Undervalued wrote: »

Even then, as I said earlier, it is still technically the seller's fault.

I would say it's the sellers responsibility, the word fault is a bit too negative as it's unavoidable and random.

Undervalued wrote: »

Otherwise, if you think about it, it is no different to the seller claiming they are not responsible for faulty goods and telling the buyer to take it up with the manufacturer.

That is very different as it isn't the sellers direct fault if random item has a random fault (similar to a random item of mail going missing) but they shouldn't fob the buyer off to the manufacture (just as they shouldn't fob the buyer off to the courier which the seller didn't do to the OP).

unholyangel

neilmcl wrote: »

This kind of explains it.

Thats even worse if he's a retailer given most of the "advice" he's actually offered is contrary to what the law says.

And its exactly because of those types of traders that we even have consumer rights in the first place.

Undervalued

the_lunatic_is_in_my_head wrote: »

Yes there could be doubt over whether the parcel was sent, we use DMO so there's a detailed record of everything sent, I imagine most postal solutions offer something as proof of dispatch with most now online rather than having to manually fill out paperwork.



I would say it's the sellers responsibility, the word fault is a bit too negative as it's unavoidable and random.



That is very different as it isn't the sellers direct fault if random item has a random fault (similar to a random item of mail going missing) but they shouldn't fob the buyer off to the manufacture (just as they shouldn't fob the buyer off to the courier which the seller didn't do to the OP).

The point I was making is simply that the seller is responsible for ensuring that the goods are delivered within the contracted time, just as they are responsible for any faults with the goods. So, the buyer is quite entitled to mention any shortcomings in either respect in any feedback he leaves.

the_lunatic_is_in_my_head

Undervalued wrote: »

The point I was making is simply that the seller is responsible for ensuring that the goods are delivered within the contracted time, just as they are responsible for any faults with the goods. So, the buyer is quite entitled to mention any shortcomings in either respect in any feedback he leaves.

Which goes back to it's random and thus pointless regardless of laws, rights and entitlements.

Also to add Amazon will remove feedback discussing the product as they want customers to rate the seller via feedback and the product via product reviews so, in the case of buying on Amazon, not entitled in both respects, just the one.

LilElvis

Davesnave wrote: »

Businesses run differently with variable profit margins, but when these guys can take an order at 3pm and get it to me 'free' by 9am the next morning, I feel that others can certainly up their game.

Yes, £3.79!

http://www.ebay.co.uk/itm/like/261509136683?lpid=122&chn=ps&adgroupid=28312585266&rlsatarget=pla-193548155346&adtype=pla&poi=&googleloc=1007099&device=c&campaignid=628893806&crdt=0

I know it doesn't always happen that way, but on the whole I find delivery by many companies to be pretty quick. They wouldn't need 10 days to know something was wrong.

I bought a case for my phone on eBay last week - an enormous 99p and free delivery. I got it 2 days later.

I'm actually really delighted that the Royal Mail offer such a poor service as it gets me a free month of Amazon Prime every time they miss their delivery time. 5 times in the last 17 months, which is a pretty poor failure rate on their part as Amazon Logistics deliver 95% of my orders and they haven't missed a single one.