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Thread: Life with Couriers - the down side

  1. #1

    Default Life with Couriers - the down side

    We all seem to rely on couriers for the orders we place around the world, even locally. By and large, they seem to do a great job and most things arrive safely and on time. I'll be the first to admit that this story is not the common outcome, what it does illustrate is when something does go missing, some companies do not exert any effort to resolve the issue.

    At the beginning of Feb I purchased $600 worth of oil from a major local car parts outlet. It was to be shipped to arrive within 9 business days of the order. It was scanned in depot by Couriers Please early on 11 Feb and that was the final scan. It was 300 Km away from it's destination and there were no fires or floods between it and me. Four days later, no sign of another scan so I emailed the company. That was acknowledged with the promise of a response within one business day. Nothing so 3 days later another contact form and another promise of a reply. Nothing and this was repeated again. By now a week since the shipment had been scanned initially.

    Contacted the parts outlet a few times as well and they raised a trace with the couriers. Couriers Please emailed me to ask what was in the parcel (note: only in response to the parts outlet request for trace, not the web contact form), order details provided. Silence.............. Emailed Couriers Please with a claim for loss, response: it had to wait as they were looking for the consignment. Silence......

    After what I consider is an acceptable wait, I speak to the team leader at the major parts outlet. At that level the service was exceptional and the oil was priority re-ordered to be shipped with a more reliable courier. Anticipated arrival approx 26 Feb, I really hope. Side comment was that this outlet does a lot of business with Couriers please so they seem to have a business manager for that segment. It would seem that Couriers Please are now going to search the warehouse for the oil. The same search that I was told in writing was happening some days ago?

    Short story, if this crowd of clowns delivers your consignment then everything is working. If your consignment does get lost, they are not the people you want to be dealing with. They have known for a week that there was a problem and they actively avoided any contact that would place them as a potential contributor to the loss of the shipment. NOT Recommended and nothing more of mine will ever be shipped through them.

    Sad thing is that I had a part dispatched from the US on 18 Feb and it's due delivery today. What a contrast.
    C5 RS6: Sportec, Milltek & Wagner -- B5 RS4 : tastefully modified -- Audi 1.8 quattro 132 Kw -- UNIMOG 404 TLF8

  2. #2

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    Post and courier services are jobs that seem pretty easy to do right and yet it’s amazing that so many local companies screw it up so badly.

    I have many bad stories but the worst automotive one is a Porsche steering rack I had trucked from my local mechanic in Canberra to a specialist rebuilder in Sydney. Rack went missing along the way, no trace for nearly a month. Escalated as high as we could go with the trucking company. Eventually they admitted that the driver had stopped at a rest area on the highway, noticed the rack was seeping oil through the packing so threw it out of the truck into the side of the road in a fit of rage. Unsurprisingly it was long gone by the time he admitted that a month later. Cost the trucking company a brand new steering rack.

    Close runner up was a shipment of parts I’d ordered from China via AliBaba. Tracking number was FedEx, arrived at the Canberra FedEx depot in Fyshwick about 2 days after it was sent. The depot always held parcels for me to pick up so when I saw it had hit Fyshwick on the tracker I wandered around to collect it. Bloke in the office was confused as he hadn’t set anything aside for me.

    Turns out that the freight forwarder subcontracted the international leg to FedEx and the domestic leg to AustPost. So AustPost had collected it from Fyshwick, literally 200m from my building, and trucked it back to Newcastle to their sorting centre. From where it was trucked back to Fyshwick and delivered to my building 10 DAYS LATER.

  3. #3

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    I had to laugh at that. A new Porsche steering rack would have been a nice present. The AusPost thing is just hilarious. For all that, I am sometimes less than complimentary about some US things, I have never had an issue with stuff shipped from the US in many years. The companies are razor sharp on dispatch and any of the couriers originating from the US seem to be on the ball. DHL from the US has been fine, from Europe, not so great albeit that may be because DHL is the post in Switzerland for example and it transfers to AusPost on arrival here.

    Now that on-line shopping is here to stay, my measurement of how good it is, is based on compiling the order, dispatch and delivery. If it falls short there, cheaper prices aren't an attraction.
    C5 RS6: Sportec, Milltek & Wagner -- B5 RS4 : tastefully modified -- Audi 1.8 quattro 132 Kw -- UNIMOG 404 TLF8

  4. #4
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    I live on a property without street frontage, only via a service road that services me and my neighbour. Australia Post delivers to me virtually without fail. They leave letters in the letterbox but they drive right up to my house and knock on my door when they drop off parcels. Full marks to them.

    I've had mixed results with Couriers Please. Mostly just late deliveries.

    Fastway fails to deliver to me without fail. They have a tracking site that shows where the delivery truck is in Google maps. I've seen the van drive past my place without stopping, simply because they ran out of time and so they just took it back to the depot for the next day. And what happens on the next day? Out of time again. It's only through a few phone calls of complaining that they eventually deliver. And this is EVERY BLOODY TIME.

    I used to work for Fantastic Furniture and they used Fastway to do small item home deliveries (lamps, cushions, homewares, etc.), so I'm talking about a major corporate account for them. The amount of customer complaints we received for poor delivery service was insane. And if that's the way Fastway treats one of their corporate accounts, imagine how they'd treat the smaller suppliers we'd be buying from?

    Current:
    2004 A6 C5 Sedan 3.0 V6 Quattro
    2005 A6 4F Sedan 3.2 V6 Quattro
    1999 A4 B5 Avant 2.4 V6

    Retired:
    1990 100 Sedan 2.3
    1991 90 Sedan 2.3
    1999 A4 B5 Sedan 2.4 V6

  5. #5

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    Quote Originally Posted by broke90 View Post
    I live on a property without street frontage, only via a service road that services me and my neighbour. Australia Post delivers to me virtually without fail. They leave letters in the letterbox but they drive right up to my house and knock on my door when they drop off parcels. Full marks to them.

    I've had mixed results with Couriers Please. Mostly just late deliveries.

    Fastway fails to deliver to me without fail. They have a tracking site that shows where the delivery truck is in Google maps. I've seen the van drive past my place without stopping, simply because they ran out of time and so they just took it back to the depot for the next day. And what happens on the next day? Out of time again. It's only through a few phone calls of complaining that they eventually deliver. And this is EVERY BLOODY TIME.

    I used to work for Fantastic Furniture and they used Fastway to do small item home deliveries (lamps, cushions, homewares, etc.), so I'm talking about a major corporate account for them. The amount of customer complaints we received for poor delivery service was insane. And if that's the way Fastway treats one of their corporate accounts, imagine how they'd treat the smaller suppliers we'd be buying from?
    All so true. Mixed results with AusPost. Eparcles can be quick or very slow. A small almost matchbox sized package (for which I paid postage) took nearly 2 weeks, a huge box (free delivery) was received in 2 days. The first from Sydney, the second from Adelaide. My last experience was Thursday when that huge box was just left on the door step. Door bell was there, front door was open, nix, leave and run. Could have been there all day as I had no reason to look out the door, just fortunate to get the delivered email notification and had a look.

    Like James, it usually goes well but when it doesn't, it really is a stuff up.
    C5 RS6: Sportec, Milltek & Wagner -- B5 RS4 : tastefully modified -- Audi 1.8 quattro 132 Kw -- UNIMOG 404 TLF8

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