I had an order sent in two parcels by a major retailer, which was dispatched and delivered via Couriers Please. I buy online because I work FT and don't have a car. I expect any parcel to be left at my door. Is that too much to ask for? I get that some drivers might not be used to the area, they might get confused with the numbers, or they might be running like mad due to the pressure of the metrics they have. We all make mistakes. The problem is how you respond to your mistakes.
I received notification of one of the parcels being delivered at my place at the end of the day. When I got home, the parcel was not there. I checked the units in my alley (5), the alley before mine (5) and the alley after mine (5). No parcel at anyone's door. I could not call Customer Service because they don't have a phone number and their CS chat was not operational at the time I got home in the evening or at the time I left for work the next day. As recommended by their website, I put a ticket through the chatbot mentioning that I had checked the surrounding area and that the parcel had been left elsewhere. Two days later they answered my ticket stating, matter of fact, "Our tracking system shows your parcel XXX was delivered to the correct address." They attach a photo of the door, and that's not my door. None in my alley or the ones I checked. What sort of customer service is this? Where or how are these people trained? What do they think that the photo is that of my door? Why do they think that I haven't checked my surrounding area when in fact mentioned this in the ticket? They left the parcel at the wrong address, 100%, and this was none of the units I visited on the day. A good decent neighbour brought the parcel to my door the following arvo. CS' response is just bad. They can easily check that item one was left at a door (they have the photo) and item 2 of the order was left at another door (they have the photo); the second door is mine the first one is different ant not mine. It really annoyed me that they think that I cannot identify my door and that my door is that of the photo. Even Google Maps has my alley clearly identified. Perhaps the company should hire more drivers, put less pressure on the delivery guys and invest some good money on customer service, because, as it stands, it's quite poor. And their tracking system, obviously, failed in the worst possible epic way.
