Why do companies use useless delivery companies?

jaybeetoo

I bought an item online. It was sent for next day delivery. I waited in all day yesterday (they don’t provide a delivery slot) and it didn’t arrive.

I didn’t hear anything from the delivery company so I chased them this morning. No apology from them when they replied. They said the item was still at the depot and so wouldn’t be delivered today either. !!!!!!!

How do these companies stay in business!

I’m not waiting in all day again so I’ve told then to take the order back to the supplier. I’ll order from somewhere else even if it costs more.

Rant over.

Andy_L

because they are cheap & shoppers are, mostly, buying on price not quality when it comes to P&P

Pennywise

Because all delivery companies have their "useless" moments. I buy a lot both for personal and business, and have had serious problems with all delivery firms, including Royal Mail who can be just as bad as the well known poor firms like Yodel.

Pollycat

So which company was it?
I ordered an item yesterday lunchtime for delivery today (by DPD) and it turned up about 30 minutes ago.

Maybe the seller didn't get the item to the courier on time and you're ranting at the wrong company...

p00hsticks

Andy_L wrote: »

because they are cheap & shoppers are, mostly, buying on price not quality when it comes to P&P

I agree with this - most people nowadays seem to expect 'free P&P' and if a company is prepared to offer that then you can't really expect them to do anything other than go with the cheapest delivery option they can.

Personally, if it's an item that's not going to go through the letter box and there's no 'store pick up' or locker options then I prefer to pay a bit extra for the P&P if it means I'll get a timed delivery slot and tracking option .

jaybeetoo

The delivery company claimed they couldn’t access my address, whatever that means. Hermes, Amazon and Royal Mail managed to access my address.

It’s the lies, no apology and no contact that annoys me. Sometimes things go wrong but it’s how a company deals with it that separates the good ones from the abysmal.

Undervalued

jaybeetoo wrote: »

The delivery company claimed they couldn’t access my address, whatever that means. Hermes, Amazon and Royal Mail managed to access my address.

It’s the lies, no apology and no contact that annoys me. Sometimes things go wrong but it’s how a company deals with it that separates the good ones from the abysmal.

Ultimately we are paying an uneconomic price for the service we expect. Amazingly it sort of works 80% or more of the time so the natural expectation is that it should always be so.

Providing good customer service is expensive, particularly when they are having to deal with the recipient, who was not actually their customer in the first place.

The quality or otherwise of the staff doing this work delivery varies hugely. Many of the bottom end companies are using "self employed" staff, often in their own private cars or vans. If they really worked out their costs properly many would find they are earning far less than the minimum wage. Try driving round a busy city all day, stopping repeatedly. to make 100 deliveries or more in a day. It must be utterly draining.

p00hsticks

jaybeetoo wrote: »

The delivery company claimed they couldn’t access my address, whatever that means. Hermes, Amazon and Royal Mail managed to access my address.

It’s the lies, no apology and no contact that annoys me. Sometimes things go wrong but it’s how a company deals with it that separates the good ones from the abysmal.

So are you prepared to tell us

a) the name of the company in question and

b) how much the delivery / P&P charge was ?