dg comments

please empty your brain below

Last year i worked at City Link as a temp and i recognise everything you said from arriving at the depot, shocking service!

Kathy | 18.07.15 - 7:09 a.m. | #

I would say complain to the computer company but we all know they won't listen.

Andrew Bowden | Homepage | 18.07.15 - 7:10 a.m. | #

ooooo UPS! I can assure you that DHL are just as bad!

This was a conversation I had re a delivery today:

Delivery Address please?

PO Box ...

No, sorry, we don't do PO Boxes. We need you residential address.

But I work and will be away from x-y.

In that case, your parcel will be marked as 'undeliverable'.

What happens then?

It gets delivered to the local post office and you pick it up.

That would be the PO with my PO Box in, wouldn't it?

Yes...

Ah.....

Antipodean | 18.07.15 - 7:35 a.m. | #

I am not so sure Andrew Bowden, brand image is important to businesses and they cannot afford to have it damaged by association with suppliers or contractors - eg delivery companies - which fail to meet their standards. A reasoned letter to a commercial or marketing director can add to the drip feed of concern. For a manufacturer, the delivery company is a major "touch point" with the consumer that can have a big impact on customer choice and opinion. The difference is where the manufacturer is one step removed, ie the deal is between a third party business selling the product and the shipping firm, but again customer opinion can be a big weapon these days. You can also contact "well-known UK consumer organisation magazine" as DG might say.

Waterhouse | 18.07.15 - 7:41 a.m. | #

In this day and age a pithy tweet our facebook post referencing the company seems to provoke a quicker and better response than a carefully crafted private letter of complaint - public image must be preserved!

Ewan | 18.07.15 - 7:52 a.m. | #

I had something delivered by UPS to work the other day. Yesterday they also sent me the mentioned letter.

Now I do not want this letter to arrive at work, so I went on their site to change my address. Edit address. Type in new address. Submit.

"Thank you, we have registered your new address", followed by... my work address.

I ended up cancelling the bloody thing too.

Kirk | 18.07.15 - 7:52 a.m. | #

A number of years ago we had no end of problems with Parcelforce. It was more common to phone with your order then. We used to ask who their delivery company was and if they wouldn't tell us or told us it was Parcelforce we just said we have had so many problems with Parcelforce we will take our business elsewhere.

Note: Parcelforce did improve a lot in subsequent years but I notice they are not exactly a dominant player today.

Pedantic of Purley | 18.07.15 - 8:01 a.m. | #

Let's hope you don't have to return it under warranty.

Black Cat | 18.07.15 - 8:52 a.m. | #

Depressingly familiar tale DG...

Carlbob | Homepage | 18.07.15 - 9:30 a.m. | #

I remember watching my (I'm guessing you had a Dell/Alienware) laptop make it's way over from China 5 years ago.

Didn't have any trouble with UPS delivering it then, but was rather disappointed to see it was cheaper to ship computers across the world on demand rather than build them in UK/Ireland like they used to.

Dan | 18.07.15 - 10:11 a.m. | #

A horrible experience all round. Yes, maybe a letter or tweet to the supplier might do some good. But it must have been really exceptional for you to actually quote the name of the courier!

Small consolation, perhaps. It allowed you to give rein to your comic descriptive powers, which are wonderful. If only we could somehow envisage these things getting better...

Malcolm | 18.07.15 - 10:13 a.m. | #

My rule is to buy everything within easy reach of home, then you can take it back when it goes wrong. OK you may pay a few more pounds than getting in 'online' but if you value your time you save a fortune in the long run.

RogerB | 18.07.15 - 10:36 a.m. | #

IME UPS are by far the worst delivery company. Their website tracking is poor and they don't track vehicles and share that info with customers. I have sat in all day waiting for UPS and they simply couldn't be bothered to deliver the item. The rigmarole was repeated the next day when they eventually deigned to deliver my parcel.

I assume you have to cross the A13 and scrabble around somewhere near the Thames in the Barking Reach area where I believe UPS have their depot. Thankfully I've never had to visit. Having double checked I see the 387 was your bus of choice.

IME DPD are the only delivery company who are decent. Stuff turns up on the day stated and you get an estimated delivery time and can track the van in real time. If you need to pop out you can do so with confidence because you know where the van is and where you are on the delivery sequence. At this point I'm sure someone will pop up and say DPD are rubbish but hey ho.

I'm more interested in what DG bought and where from. This is purely because I am thinking about buying a new laptop. I am sure we will be regaled with the wonders of Windows 8 and getting a new laptop to work in the near future. ;-)

PC | 18.07.15 - 11:01 a.m. | #

In my experience everything is like this, even though we have more means of communication than ever, virtually all of it ends up with someone just putting information into 'the system', its a miracle any of it works at all.

Few people now has an overall view of their jobs, they just do their bit of it, this might work fine in a car plant where the next part of the operation is guaranteed to be done correctly by the next group in the production line, but it ends up a mess where strangers are just sending each other information.

| 18.07.15 - 11:10 a.m. | #

These days my purchase decisions are often driven by the delivery options. Either I prefer retailers with click and collect options especially if they have a unit with free parking. Other now offer alternative delivery options, and now offer collection from certain corner shops.

I'm also happy for those companies I regularly deal with to leave packages on my doorstep (but I live in small block of flat with a buzzer control).

I don't mind pick up from Royal mail as the parcel centre is close by and has free parking.

What I hate is to find that some companies use a delivery company that has one depot that covers 100 sq miles and you end up with a half hour drive to pick something up.

Rational Plan | 18.07.15 - 11:15 a.m. | #

PC I agree with you about DPD. They give you an estimate, live tracking and the option to reschedule for a different day if you're not gonna be in. Failing that, the Royal Mail collection office in Whitechapel is just around the corner from my flat so I don't mind if I miss them. Worst recent experience was with Amazon logistics where I got an email at 9.00am saying it was out for delivery from Bromley by bow so I genuinely expected it to arrive within 2 hours and it turned up at 2 minutes before 9pm.

Lumma | 18.07.15 - 11:37 a.m. | #

Sounds like the moral of the story is that John Lewis would be a far better bet next time: just a stone's throw away at Westfield Stratford City, or Click and Collect at any Waitrose.

OK, the price might not be absolutely rock bottom but it won't be stupidly high, the customer service will be much better, and it'll be easy to return it under guarantee if something goes wrong.

Gerry | 18.07.15 - 11:57 a.m. | #

Oh, delivery companies.

I love cookies from Cookie Company, based in the Netherlands. Cookie Company only send their cookies to addresses in the Netherlands. I thought I had a genial solution on this:

I was going to Brussels with plane to Amsterdam and then a high speed train onwards. PostNL had a box in Schipol (Amsterdam Airport) - this box is one of many that you can go to pick up your package if you weren't home at the time of delivery. We have these in Denmark too, and in DK, you can just enter this:

IDxxxxxxxxx Package Box 1234
2334 Default City

with the "xxx" being your phone number. Then you'll receive a message with two codes to use when picking up your package. Unfortunately, this can't be done in the NL. You can redirect your package only AFTER a failed delivery try. I know noone in the NL and what if I send to a random address and the one(s) living there were actually home? Thanks to this bureaucracy, I couldn't get cookies.

Why the hell blame potential customers for not knowing anyone in the NL, PostNL?

Thomas from Denmark | 18.07.15 - 12:24 p.m. | #

@ Gerry, JLP isn't the best option. Recently I needed a new duvet, I have trouble carrying such bulky objects as I walk with a stick, so I deliberately added extra items to my purchase to reach £50 which entitled me to free delivery by JLP. Then I found that the delivery was outsourced to Parcelforce, who left a note when I wasn't in saying I could collect it from my local Post Office.
Parcelforce were quite helpful when I phoned them, but the parcel finally reached me nearly 2 weeks after I'd ordered it, and when I complained to JLP I just got a standard apology which made me feel that next time I need something delivered I'll go elsewhere.

amber | 18.07.15 - 12:40 p.m. | #

I know the main issue here is about the delivery system, but now they subject of courier companies delivering international items has come up, there's another side that I'm a bit curious to know.
Whenever I've had international deliveries (say ones of over £50 from non-EU countries) they've often had a Customs duty to pay and - since mine have so far been delivered by the postman - it's the Postman who takes payment of the duty, on behalf of HMRC, at the door.
I'd be interested to know what happens as regards duties and their payment when it involves a UK handler other than the Royal Mail

RogerW | 18.07.15 - 2:50 p.m. | #

@Thomas in Germany we have a similar system https://en.wikipedia.org/wiki/Packstation - but you have to register first. You need a German postal address, mobile phone number and you have to show your ID. There have been lots of attempts to use Packstation to receive goods with stolen credit cards etc. so they have to be restrictive.

Is it in Denmark really possible for a foreigner without Danish address and phone number to receive something at those boxes?

Martin | 18.07.15 - 2:52 p.m. | #

Similar experience myself this week: Ordered a CD box set from Amazon Marketplace, website indicated 2 or 3 days for delivery. No tracking available so one just hopes (as a pensioner)to be in at the right time. Outcome: after 9 days email seller to ask what might have happened, then on day 10 parcel is by my front door. The lazy courier could not even be bothered to knock (I was in) so left it. Who was the courier: YODEL, in my experience quite simply the worst by miles.

Julian | 18.07.15 - 3:04 p.m. | #

@Martin Hallöchen. Ich weiß nicht, ob ich hier Deutsch schreiben darf, so mein Antwort kommt hier auf Englisch:

I have checked PostDanmark's website, and no, a foreigner can't sign up for the service. However, many web shops offer just to deliver your package to one of the local pick up points. If this turns out to be a Package Box, you still need to scan your "Sygesikringsbevis" (de: Krankenversicherungskarte; en: Health Insurance Card) to get the package. They match the barcode on the card to get your national ID number. The system then looks you up in the national person registre, and if the adress on the card/in the system matches the one on the package, you can pick up the package. This adress thing means that your wife, husband, boy-/girlfriend, or whoever else you live with, could pick up your package. Sooo, no, actually a foreigner would not be able to use the service. In fact, I do not know what happens if you have ordered online, have it sent to a nearby Package Box, but can't pick it there due to your lack of Sygesikringsbevis. One should find out!

Thomas from Denmark | 18.07.15 - 4:06 p.m. | #

Thomas from Denmark | 18.07.15 - 4:08 p.m. | #

"IME DPD are the only delivery company who are decent. Stuff turns up on the day stated and you get an estimated delivery time and can track the van in real time."

This is true.

But, they have invested hugely in software. So that they don't have to invest heavily in diesel/pollution.

And they *employ* their drivers rather than expect them to work on zero hour contracts, as and when, or as self employed, paying drivers just 28p per *successful* delivery.

Perhaps we should start a league table of bad delivery companies.

Top: Hermes. Say they have been when they haven't. If you have CCTV they can't cope with your complaint.

Blue Witch | Homepage | 18.07.15 - 4:44 p.m. | #

# Julian. Agree absolutely about Yodel.I had ordered books online and although I was in the house all day, these were left in the porch. A small mercy as it was raining! If only they would 'yodel' - they don't ring or knock! Trouble is you can't always tell when ordering just who is going to deliver ( or not).

Jo W | 18.07.15 - 5:04 p.m. | #

@Blue Witch - our local MyHermes driver is brilliant for both deliveries and collections. We know him by name and even have his mobile 'phone number so if any missed collections or deliveries, a quick 'phone call to him (drivers name not included to preserve anonymity), we can usually solve things including redelivery and altered collection days without incurring any additional expense of fees. I think as each driver is self-employed, they have a vested interest in the success of their venture. So MyHermes would be my first choice of courier - and I've never had a parcel go adrift to any customer throughout the whole of the UK including the Isle of Man and Northern Ireland.
I agree with many that the "timed" arrival of DPD couriers is extremely useful - and accurate and saves a lot of fretting.

Happy Harry | 18.07.15 - 5:20 p.m. | #

UPS = Useless Parcel Service.

To be honest they're all pretty naff - whoever you choose. At long last Hermes (slang Herpes) deliver to domestic addresses after 6pm. When will all Parcel Delivery companies deliver when we're all back from work?

Radioboffin | 18.07.15 - 6:24 p.m. | #

Meanwhile, I order off Amazon, it takes three days for their "next day" delivery when I ordered about 1pm and twice the package has been "lost". As a shift worker I also do not appreciate being woken up at 9pm by the parcel arriving when I have a 3:30am wake up call the next morning because it has taken them all day to deliver it!

Daniel | 18.07.15 - 7:41 p.m. | #

@Radioboffin "ups" is also Danish for "whoops"

Thomas from Denmark | 18.07.15 - 7:48 p.m. | #

I also recognise this experience from a couple of our local depots. One has a double airlock gate system as well. The other requires a 12 mile drive around twisty lanes. Both for higher value items.

Having said that, the deliveries of lower value items work well with that 'leave somewhere safe' message on the delivery instruction.

rashbre | Homepage | 18.07.15 - 8:39 p.m. | #

Blimey - how DID we survive in the days before your could order via internet ?

Paul | 18.07.15 - 9:06 p.m. | #

Yes, UPS is medieval... Especially their labeling system!

john | Homepage | 19.07.15 - 1:32 a.m. | #

While I sympathise with your reluctance to use UPS again, you don't always know which company things you buy on internet will use. If you don't have a profile then next time you will be in the same mess (you may be anyway even with a profile but...).

Dave | 19.07.15 - 5:32 a.m. | #

This is all well and good if you can actually read the little card or letter which drops through your letterbox's. For some of us one card looks like another and so fruitless trips to the, Thankfully not too distant, Royal Mail delivery office, only to discover the package has been left somewhere or is sitting on a courier's van, become a fact of life.

The one good thing with Amazon delivered parcels is that you can at least speak to a vaguely sympathetic human when it all goes wrong and arrange redelivery Or even the replacement of the original package in pretty short order.

Robert Johnson | Homepage | 19.07.15 - 8:26 a.m. | #

Cancel the order - and mosey on down to the Apple Store :-)

Alex McKenna | 19.07.15 - 8:35 a.m. | #

I left some headphones in a hotel in Tokyo last year. Thankfully, a friend collected them and sent them on to me via Japan Post. Not a big package, not weighty, something that should have been easy to deliver in the post.

Three weeks later I gave up attempting to retrieve them as the PO told me that Customs & Duty wanted to charge me a ridiculous amount for my 'new' headphones. No evidence from me that I had bought them here, or that I had been in Tokyo with them would change their mind. Neither would they allow me to open the package to illustrate the used status of the goods. So, they sat their on the counter until I gave up and told them to return to sender. At least my friend in Tokyo has an extra set of headphones.

Chris | 19.07.15 - 10:07 a.m. | #

Chris, It's reassuring to know that Customs everywhere are the same. That could just as easily have been Israeli Customs.

Dave | 19.07.15 - 10:34 a.m. | #

delivery companies in Japan are absolutely brilliant. If they fail to deliver because you are out you can call up and rearrange delivery for a specific times slot when you want. Weekends included and they show up exactly on schedule.

It's a huge market many/most people will use delivery companies to ship their luggage to a hotel when going on holiday in Japan. Going skiing? Send your skis and all your gear via courier and pick it up at the hotel when you get there, then send it home the same way.

Jon Allen | 19.07.15 - 1:55 p.m. | #

It seems one person at least - Chris - understands my earlier query.
The postman not only collects any duties HMRC have deemed payable, on their behalf, they will also withhold delivery unless they're paid.

RogerW | 19.07.15 - 5:29 p.m. | #

@ Jon Allen - what your post shows is that there is a potentially massive market if the suppliers (delivery cos in this case) can provide a reliable and effective service. I wonder if any of them realise what they are missing out on by virtue of being so poor?

PC | 19.07.15 - 10:34 p.m. | #

@ PC - @ Jon Allen: Yes, there must be a massive market for widespread Click and Collect services. Some organisations already offer this, but usually only as a way of making their full product range available in their smaller locations (e.g. Tesco, M&S) or where they only have representation by a sister company (e.g. M&S / Simply Food and John Lewis / Waitrose).

The ones that have really missed a trick are Royal Mail and the Post Office. Even if you are normally at home, waiting in can still be very inconvenient: often you don't know the exact day of delivery, let alone the exact time. Just popping to the bathroom or going out into the garden can cause a missed delivery !

Many people would prefer to have the option of collecting a parcel from a specified Post Office close to work or home. You wouldn't have to burden a neighbour with taking delivery: some commuters don't like doing this because they can seldom return the favour, and others might not trust their neighbours.

If the RM had a 'Doddle' sort of arrangement with the PO it would be a win-win situation, provided that the customer didn't have to pay extra. Effectively it already exists to some extent, but only as a last resort when a delivery fails. So why not let the customer specify RM Home Delivery OR PO Collection when they place their order, rather like utility customers can specify paper or online billing? RM / PO would attract more custom because they are still (relatively) trusted brand names, and they'd save on staff costs, vehicle mileage and fuel.

Gerry | 19.07.15 - 11:56 p.m. | #

@Jon Allen

I've also been recently wowed by the efficiency of the delivery companies in Japan.

They allow you to pick a 2 hour delivery slot up until 9/10pm.

Also, if you miss your delivery you can usually arranged to get it redelivered on the same day with only a few hours notice. No need to wait for the parcel to return to the depot etc.

It just shows what can be done using a combination of good systems and professional staff.

Dave | 20.07.15 - 7:42 a.m. | #

Because the depot is only a few miles away, I generally tell UPS that I'll come and collect it myself. Saves on frustration. They're not Yodel or Citilink bad, but they're bad. (Though for a few years the person who delivered for those two was rather good. Then she quit and oh my god...)

My best UPS story is the hard disk that arrived with a *solid metal bar* driven straight through the middle of the box. And the guy swore at me when I refused to sign for it.

Chz | 20.07.15 - 10:15 a.m. | #

@ThomasfromDenmark.

It's Schiphol with two hs, not 'Schipol'. I often see that mistake which is clearly an intuitive one. The spelling of the name is not helped either, by people who pronounce it 'Shipol'. This used to include, amazingly, the Amsterdam Airport announcer, when she announced in English, because presumably she thinks people will not understand to where she is referring if she says it correctly.

You notice these things when hanging around airports.

HowardGWR | 22.07.15 - 10:37 a.m. | #

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