Recently i had a really bad experience with Timberland and StarTrack with delivery of Shoes which i purchased. As per messages i received it was tried to be delivered but was not successful apparently i was not at home(Which i was whole day, in lockdown from past 3 months not going anywhere.)
Below is how everything happend, if you can suggest what should i do now?
Purchased shoes from Timberland (19th July 2020).
Received Delivery update from Shippit on 21st July that its on its way and will be delivered by StarTrack Premium.
Received Message at 20th July, 2:36PM saying it will be delivered on 21st July
Received message at 21July, 7:29PM it was unsuccessful as no one was at premise.
Received Message 22July 9:38AM it will be delivered before close of business day.
Received Message 22 July, 11:20AM product is awaiting collection from your local post office.
Now i waited for Weekend to pick up from local post office but because of Covid its closed on weekends, and i cannot get access to vehicle to pick up product during weekday.
So called Timberland to help me resolve with this issue. Customer care executive suggested they wont be able to help me as they already has got so many bad experiences with Startrack and don't expect with my one more complaint, Timberland is going to change there delivery provider. And told me that i need to call Startrack and get it resolved as Timberland is not responsible about delivery issues. i still asked her to atleast put my complaint against Startrack that it never got delivered and directly went to Post Office.
Once i got off call with Timberland i called Startrack so that i can ask them to redeliver it again. initially they were reluctant but ended up agreeing they will get it redelivered in couple of days. and the customer care executive even emailed me that he has put a request for redelivering freight and will update once its ready to be redelivered.
After calling Startrack and timberland numerous times, and asking them to update me whats happening no one gave me any proper response. i received an email from Timberland customer care executive like below:
Hey ***,
I'm just contacting you to update you on your case with Startrack, I was granted permission to call them directly today and they said that this item was returned to sender as it was not picked up from the Business Centre.
I asked them why ***(Startrack Agent), the agent assigned to this case, had not sent communications to me through the BSP or emailed you to keep you in the loop &, to be totally transparent with you, they did not have a solid answer. I have flagged this case with my Team Leader as I am honestly embarrassed that this is how this case has been handled.
I asked for them to send another redelivery request through and I have just received a response from them, that says it has already been returned to sender.
I just wanted to touch base with you to see what outcome you would prefer here.
Our parcels are usually refunded automatically when they are returned to store but due to how ridiculous and ongoing this case has been I'll be happy to reach out to try to >intercept this before it happens and try to get your order re-dispatched out to you.
Again in the interest of transparency, this option would take about a week, as we will need to wait for this item to come back to us, I will need to communicate with the >Chadstone store and have a new label made up and then wait for this item to reach you.
I can't guarantee anything but will definitely try my best!
Alternatively,we can refund you and provide a discount code for your next purchase.
Let me know how you would like to proceed from here ****.
I hope you're having a lovely evening and we will speak soon,
****,
Digital Customer Experience
Timberland Customer Experience
Looking for suggestion what should i do next?
I really want to pursue complaint against both companies.
Edit:
Just had a conversation with Senior Representative from StarTrack.
Looks like process for handling re deliveries from AusPost Business hub was not clear with Customer Care Executives, every single of them missed dropping an email to business hub to arrange re-delivery. i guess am happy after getting assurance this wont happen again and this case should have been resolved quite reasonably.
Take the refund and purchase same item again with discount code - assuming the same item is same price as before.