You order something online and expect a package, but it is not delivered, too late or to a completely different place. This is not only recognizable and annoying for consumers, but also for the shops that send the ordered items. They suffer image and financial damage due to poor delivery. Florence Kok of Maxi Fashion in Den Bosch knows all about it. “I get all kinds of complaints about me, but I can’t do anything about it.”
The Bossche clothing store sends more than 150 packages every week, but at least five of them disappear. According to owner Florence, they are no longer found. “It’s really a drama.”
“I pay extra so that I know where those packages are.”
At the end of May things went completely wrong when the holiday money was transferred. “The postal companies could not handle all the orders and ten packages never arrived,” says Florence. “Too bad, because I pay extra for a track-and-trace code for the proof of shipment so that I know where they are.”
The missing clothing packages cause a considerable amount of damage to Florence. “Only PostNL says that I should have been insured differently, but I think that’s the other way around because I have that proof of shipment.” She will now only be reimbursed for the shipping costs and 3.84 euros per kilo lost for a dress costing 150 euros.
“I got a bucket of shit over me.”
The frustrated customers who did not receive any clothing reported to Florence. “They left bad reviews online and even called in the consumer association. I got a bucket of shit on me during my vacation.” She is fed up with that, but she also understands it a little.
“My duped customers are sent from pillar to post by PostNL. They are told that the sender must investigate PostNL, but if I do, that turns out not to be possible and I just have to wait and see.” The shopkeeper finds it ridiculous how packages and customers are treated.
“We have lost several pallets of game consoles.”
They are also duped at Playourgames in Uden and Helmond. They sell game computers and games in a physical store. “We also depend on the parcel deliverers to get the items we sell. And that involves considerable amounts of money,” says regional manager Kim Habraken.
It happened again last month. “We have lost pallets with Playstations 5 on them for both stores. This has happened so often that doubts have arisen among the delivery services and suppliers.” Kim suspects that it concerns targeted theft, because the pallets are still missing.
She has been asked by all ‘lost’ packages to install GPS trackers, so that it becomes clear where things go wrong. “But we can pay for those trackers ourselves.” Kim also regularly receives reports that packages have been sent to a collection point because the store is said to be closed. “They couldn’t find it or didn’t have time, but that’s not right because we’re open on Friday afternoon.”
And Kim notices that articles are later or not in the physical store. “Customers are no longer that loyal, so if they miss out, you lose them immediately and that costs money.”
“Switching makes no sense.”
Florence Kok has considered switching parcel services. “But at UPS it’s just as much a mess, so there’s no point.” As far as she is concerned, PostNL really needs to take action. “The deliverers themselves work under great pressure, so more people are involved and make sure that customers and small entrepreneurs are not always the victims,” is her advice.
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2023-08-01 11:13:05
#Webshops #fed #bad #parcel #delivery #drama
