Logistics Issues (Delivery Issues)

Lzweetaz on 12/09/2019 - 11:56
Last edited 12/09/2019 - 12:55 by 1 other user

Online shopping /postal deliveries /couriers are becoming more popular these days and no doubt it will be one the key forms for customers purchase option.logistics plays an important role aswell  for this shopping method
My experience with logistics companies were disppointing most of the time.Infact only one in five consignments have been succesfully delivered to my shipping address.(please note ,it is a fact and i roughly keep a record of my consignment history).
I am currently experiencing a parcel delivery issue and the item is not yet delivered at the time of writing this story.
Toll logistics Melbourne Depot claims that there was an attempted delivery on 11 sep 2019 as per below message came on tracking website.
"Attempted delivery
Delivery address unattended
"we have attempted to deliver your item however there was no one available to sign for it. to manage your delivery, click 'manage my delivery' below or alternatively, contact our customer service team for assistance."
11 Sep 2019 03:49 PMMelbourne, VICItems: 1"

I was very surprised with above message due to below facts.
-my wife ,2 kids and my parents were in the home from early morning till 5.30pm
-I was in home till 1.30 pm.
- our windows and curtains were open in a way we could see our frontyard including letter box
-Due to previous issues,we were so vigilant and none of us could spot a courier vehicle passing by nor a person placing any items in our letter box.some kids came to deliver pamphlets on that day.
- moreover I did special request to ring on mobile phone,ring the doorbell when delivery van arrived and none of this happened(please note my doorbell got door bell click history)
-when i ring to check consignment at 5 pm i was told about missed delivery from customer centre.
-However no Missed delivery item card was  found.
-I checked the Cctv footage of my  front yard facing letter box and main entrance and no courier delivery person or delivery van found during the expected delivery time period (video footage can be supplied )-
-I lodged a complaint on toll websitr and no acknowledgement recieved yet
- I telephoned customer service centre,but no quick re-delivery option offered,no comments regarding missed card ,no compensation offered.The only option is to wait for another delivery arrangement or pickup from port melbourne at my cost.
- Last but not the least, the customer reviews on several websites (product review website,toll facebook page ,google review,whirlpool ,other community websites etc)  on  this logistic companies were under 2 star and shared similar stories over several years.

My Questions?
-Whom should i take this issue further?
-No specific section on Ombudsman areas , why there is no logistics ombudsman?
-Local police will not take any action as no crime commited-
-Australian consumer affair website has no specific section to lodge a complaint ,so sent complaint under general issue section.
- Despite several similar issues over a decade why logistics company get away so easily.-
My final Question is ,despite having all evidence to prove that there was no delivery attempt made for a consigment,
I feel as a customer being helpless to do anything further to stop this thing happening to me or others.

Poll Options expired

  • 10
    I have experienced a delivery issue from logistics on my parcel in the last 12 months ??
General Discussion

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Comments

  • nocure on 12/09/2019 - 12:03
    +5

    More poll options please

    • zweetaz on 12/09/2019 - 16:50

      Sorry ..i was at work so missed your valubale opinions..certainly glad to place more poll options.
      Can you plz advise the options and will list accordingly
      I am quite new to these poll option method

  • [Deactivated] on 12/09/2019 - 12:19
    +1

    Hunter Express.

    Nuff said.

  • holdenmg on 12/09/2019 - 12:25
    +1

    When you phoned the place you bought the item from, what did they say?

    Ask them to cancel or refund item or delivery cost (if you paid).

    • zweetaz on 12/09/2019 - 16:55

      This was a delivery from HongKong and poll tracking website shows item succesfully arrived in melbourne depot.
      The problem happened from melbourne depot centre.
      The seller is happy to return the payment once item is returned to them.
      I've also opted insured shipping method..so it may handy if things goes wrong,However many people like me will be in the similar situation and would hope for a more viable solution

  • GG57 on 12/09/2019 - 12:43
    +3

    Previous forums have discussed this; from memory a lot of the feedback was good / bad but identified that the local franchisee / operator was likely the difference.

  • Typical16-bitEnjoyer on 12/09/2019 - 12:50
    +1

    This needs a TLDR

    Also more poll options.

    • zweetaz on 12/09/2019 - 16:57

      Agree,but please provide some poll options as i am quitr new to this!!
      Whats TLDR ??
      I am happy to create a petition and post the link if thats what you meant ??

  • ihbh on 12/09/2019 - 13:00

    Provide feedback to Toll so they can manage their contractors. YMMV with different contractors.

    I missed a relatively important parcel recently and was annoyed there wasn't a card. A month later I found the card in the hall - the wind must have blown it under something else.

    Today I received a parcel delivered to my hand - I was spreading mulch around noon and right next to the letter box.

    • zweetaz on 12/09/2019 - 17:00

      I provided feedback via their website,but no acknowledgement recieved so far.
      I am glad that you recieved the parcel.
      ,but do you think its worth to have a premium shipoing option and items not getting delivered in the recommended time due to above issues

      • ihbh on 12/09/2019 - 18:39

        Today's delivery was < 24 hours after I made purchase so I can't fault them.

  • try2bhelpful on 12/09/2019 - 13:02

    We’re part of a wine club with a winery just past Geelong, we are in Melbourne. We got so annoyed with the delivery company they use we made an arrangement with them that we will just drive down to Geelong and pickup the wine directly once a year. We have an Australia Post parcel box but you can’t use it for other delivery companies, and not for alcohol. Just give me a fairly close pickup point and I’m cool. Delivery to my house sucks a lot of the time. I agree with the TL:DR for your post. Go back to the company and tell them their delivery company sucks.

    • zweetaz on 12/09/2019 - 17:05

      Thanks for sharing your story .I work in healthcare industry and I aim to provide higher customer service by constant imrpovement in our current practise.so i expect a similar change in this logistics area.

  • weezlebub on 12/09/2019 - 14:03

    hahahah, yeah, logistics companies suck, i've seen them pull up and sneak to my letterbox to put a "not home card" in the letterbox, then speed off like they're being chased by the police … it was pretty funny and only a mild inconvenience

    • zweetaz on 12/09/2019 - 17:10

      But why do they do that??
      Once they hop off the vehicle,all it takes a little effort to knock door or ring the bell .I am sure it takes a bit time to even prepare "not home card" .
      If some one who works in logistics could explain their point of view,they might also get a benefit for working really fast to keep up the target!!

  • Ocker on 12/09/2019 - 15:47

    Sure fire bet they "attempted" delivery to the incorrect address

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