City-Link, I just don't understand

Cloudedbrains

Well just spoken to my local depot in Stoke on trent and this time they have my parcel and it "WILL" be delivered today !!

(should I really hope thats true lol)

alison99_2

I have a birthday present being delivered next tuesday from Ebuyer. I am now taking bets that I will be one disappointed B'day girl. :think:
It's times like these that I wish I hadn't turned my family into money saving experts! :rolleyes:

Cloudedbrains

My parcel arrive okay this time just before 12 noon

superscaper

Cloudedbrains wrote: »

My parcel arrive okay this time just before 12 noon

Glad you got it.

Have to say that up until I started this thread I've not knowingly had a single problem with City Link. But I think the true testament to how good a company is, is how well they handle things when they go wrong. I think they've amply demonstrated that by that measurement they're a very poor company indeed. Everything they did exacerbated my situation (and stress levels ).

Sooler

alison99 wrote: »

I have a birthday present being delivered next tuesday from Ebuyer. I am now taking bets that I will be one disappointed B'day girl. :think:
It's times like these that I wish I hadn't turned my family into money saving experts! :rolleyes:

eBuyer are actively monitoring City Link performance, you can give direct feedback here

http://forums.ebuyer.com/showthread.php?t=212&page=30&highlight=city+link

Cloudedbrains

I am just hoping I have very few dealings with CL
But the bloke today was loverly and fully apologised
for the issues despite it not being his fault
Gotta give the delivery guys their dues here but for me
it was the depot that bodged my delivery this time

furrybloke

I had a similar problem with TNT, ended up with a FOC saturday delivery (which was late but at leat turned up) wrote a letter of complaint to the head office that went into 2 pages with what they had said, agreed to & not done, got a call about a week later from the depot manager of the sender telling they were going to investigate & he was not happy, I asked for compensation in the letter he offered me £50 straight off.

I would suggest you write a detailed letter of complaint to City Link, highlighting the inconveince & stress caused by there faliure to deliver, address to the CEO at the head office & copy to the sender of the parcel, include the fact that unless a suitable resoultion is reached you will have to consider who the courier company is before when making future purchases. See what they come back with when they see customers revenues being attacked due to there faliure as no doubt the person you purchased from will give them a real earfull & have more clout being I assume a big spender.

Oh I got £30 from Parcelforce for late collection meaning the parcel didn't get there till a day late, they say they do not guarentee collection but they also didn't tell me they missed collection.

Delivery costs for me in each case were £15 & £7.

Sarah-Jane_2

Sooler wrote: »

Your company is probably losing sales as many people can't be bothered with the hastle of City Link.



Seems contradictory, if they're one of the best any improvement wouldn't be of consequence.

I beg to difer with your first point as our profits increased by over 200% last year Well above the averages for our type of company, and customers come back time and time again. In fact when we left City Link for a while to try another courier customers complained they wanted City Link back!

Also, even if you're the best there's always room for improvement!

We had problems with C.L in the past (about two years ago) but since they've merged with Target they're been a hundred times better

superscaper

Sarah-Jane wrote: »

I beg to difer with your first point as our profits increased by over 200% last year Well above the averages for our type of company, and customers come back time and time again. In fact when we left City Link for a while to try another courier customers complained they wanted City Link back!

Also, even if you're the best there's always room for improvement!

We had problems with C.L in the past (about two years ago) but since they've merged with Target they're been a hundred times better

It must be very dependant on the area then, but throughout my thread the problems were wide reaching from the driver who faked delivery attempts, to the local depot who made false promises to the central office that also made false promises and complete breakdown in communication between the office and depot.

As an aside I had forwarded my concerns to Scan because they're one of my favourite online retailers but they also use CL. They've actually taken it far more seriously than either CL or the retailer who actually sent the parcel and have talked to CL on my behalf about my concerns and been assured the matter will be fully investigated. So big thumbs up (again) to Scan.co.uk who actually seems to really care about each customer.

Sarah-Jane_2

superscaper wrote: »

It must be very dependant on the area then, but throughout my thread the problems were wide reaching from the driver who faked delivery attempts, to the local depot who made false promises to the central office that also made false promises and complete breakdown in communication between the office and depot.

As an aside I had forwarded my concerns to Scan because they're one of my favourite online retailers but they also use CL. They've actually taken it far more seriously than either CL or the retailer who actually sent the parcel and have talked to CL on my behalf about my concerns and been assured the matter will be fully investigated. So big thumbs up (again) to Scan who actually seems to really care about each customer.

It is very dependant on the area thats true. We have no end of problems with South Wales, Norfolk and Isle of Wight in particular. So much so that we send any parcels for those areas with another courier. In South Wales they once left a parcel in a country lane because the driver didn't want to take it to the house!:eek:
But whichever company you use you'll always find weaknesses in some areas.
TNT once made a customer drive to the end of her road to collect a parcel. Parcel Force once took 6 weeks to deliver a parcel. Nightfreight damaged about 40% of the consignments we sent with them.... I could go on
CL do have some areas better than others obviously, but they aren't all bad:p One of our customers will only order if the company uses CL...

And of course the thread is going to be full of bad stories about them, not many people would come in and say CL were great on a vent board:p

Maybe try using them again in a few months and see if it's improved. By the end of Aug 08 they should be fully merged with Target and so much mor efficient:D