
This is always a very positive, upbeat blog, and I have no plans to change that, but today the usually calm Cornflower is fuming because of the inefficiency of companies whose job it is to deliver goods.
Steam is coming out of my ears because yesterday I ordered an item from a well known, upmarket British clothing company, and needing it quickly I paid extra for their Priority delivery option. The lady I spoke to there couldn't have been more pleasant and helpful and she put herself out to see that my order went through quickly so that the package would meet the day's despatch deadline and I would get it today, Friday.
Their despatch email gave me tracking details, so this morning I went to the website of the courier company, Parcelforce (for it is they), to discover that it was 'delivered' and 'signed for', ostensibly by me, at 10.26am - but I have been at home all morning and nothing other than ordinary mail was delivered, and no signature required.
I duly phoned Parcelforce and after going through a menu of options and giving details to a robot, eventually spoke to two members of staff and was told they'd contact the driver, find out what had happened and get back to me. Half an hour later I had heard nothing more from them so I checked the tracking page again to discover the status had changed and the parcel was now 'held' at a local Post Office: 'addressee advised to collect'.
I called Parcelforce again and when I asked why this was and how I could get my goods was told, somewhat rudely, "I don't know, I'm looking at a computer screen in Bristol". That member of staff gave me the number of the Edinburgh depot (she didn't offer to put me through directly), I phoned them and the lady I spoke to there confirmed that the package was at the Post Office and would not now be delivered until Monday (this was at 11.20am, Friday). When I pointed out that mine was a Priority parcel and I had paid extra to ensure I got it today, the lady offered to contact the driver to see what could be done. She called back some ten minutes later to advise that someone was en route to the Post Office to collect the parcel and deliver it to me - hopefully within the hour.
It has now arrived. I asked the man who brought it what had happened and he told me that he had been drafted in from another route to collect it and bring it to me because 'the agency driver' who should have brought it had failed so spectacularly to do so. (Ructions are predicted.)
I've emailed the company from whom I made my purchase because I felt they should know how badly their courier had performed, all the more galling in the light of the exemplary service they themselves gave me. Had I not tracked the parcel (and followed that with phone calls) but simply waited in in good faith, getting on with other things, expecting delivery at some point today, or alternatively had I gone out and left another member of the family to sign for the parcel, I would not now have my goods.
Vexing as this is, it's also all too common - I've had similar experiences with other delivery companies, all of whom are letting down their primary customers - big online retailers who offer an otherwise very speedy service - and the consumers themselves. Why is it so difficult to get goods from A to B, and to what extent does this second-rate effort affect the trust in and reputation of retailers themselves, I wonder - particularly damaging, I should have thought, in this poor economic climate.