The most frequent complaint that I hear about ecommerce is not about the purchase process but about delivery.
From having to take time off work because the courier can’t tell you when your order will be with you, to receiving a card informing you that they tried to deliver and you weren’t in or even, as has happened recently to me, having my order dropped in a random place near to my house with no note to say that it had been delivered.
Admittedly I don’t make it particularly easy for people to deliver as I live down the end of a longish drive and we have an electric gate which is designed to keep our local scrap merchants at bay.
However, two recent incidents got me thinking about the damage that poor delivery can do to the reputation of the online retailer as well as to the cost and inconvenience that results.
In the first instance, we stumbled across our rain sodden parcel that had been left in the vicinity of the gate – even though we have an entry phone on the gate which would have enabled the driver to deliver the parcel to the door.
More disturbingly, my wife bought an expensive bracelet from Links of London which was delivered, presumably by a neighbour, in a plastic bag, opened but with the contents luckily still inside the packaging.
Both examples demonstrate the lack of care and attention that some couriers pay to getting the goods to you and rather remind me of the advert that I saw of the Fed Ex courier literally dropping off a new computer.
It also raises the question of who pays when goods go astray. You might reasonably have thought that Links of London would require the courier to have had a signed delivery note as the bracelet was worth well over £100.
I’ve no doubt that there are lots of stories similar to mine.
Let us know your worst from the funniest to most annoying – I’m sure that there will be lots to choose from.