I am posting this due to popular demand it is quite long but worth reading. I recently sent the following email to City Link Customer services after having some trouble with one of their couriers.
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Order ref EUE02148
I am absolutely amazed by the lack of competence of your drivers. I ordered a package, providing the correct address, which should have been delivered to me on Tuesday so that I could wear it on Friday. Tuesday I checked the tracking to see it had been signed for by someone names Bailey. I do not know this person and they do not live at my address. On Wednesday, after 3 telephone calls to your BOurnemouth Depot and two to the person I made the order with, it was determined that the driver had delivered to the wrong address and despite the people at that address telling him they did not recognise my name he allowed them to sign for and take the package. The driver collected the package back from the wrongly delivered recipient today and it was loaded back onto the truck. I had tried to arrange for it to be delivered to my work address in hopes that he would find this more easily. This did not happen and today when I rang again to check how things were going I was informed that my package was being despatched to an address where I most certainly do not and never have lived. I asked if the delivery could be stopped so it could be sorted out and was initially told this couldn't be done, after walking your customer service opperative through the complex opperation of making a telephone call to the Bournemouth Depot to request that the package be returned to the depot pending further instruction she told me she would attempt to perform this most arduous of tasks. I then had to contact the person from whom I made the original order (a web store which I cannot fault in the slightest as they have been wonderful thoughout this whole ordeal) to ask to change the address to my work address for delivery tomorrow. If I do not have this delivery by tomorrow evening then the entire purpose for my order will be pointless. The item was bought specifically to wear this friday night and as a result I needed it before Friday realistically to ensure it was alright.
I can only hope that your incompetent driver is capable of finding the really big building with RICHMOND HOUSE plastered across the front of it tomorrow or I will have wasted a lot of money on an item I will never have cause to wear!! Seeing as he could not seem to locate number 171 even though it is rather uniquely the only number 171 in the road all of the other houses, as is customary also being given their own individual numbers, and has this number quite clearly displayed on the outside next to the driveway entrance I certainly have my doubts and would suggest you check the literacy and numeracy of your drivers before employing them to ensure that they can actually read names and numbers when making their deliveries. A map would be another useful addition to the cab of a delivery driver as too would be a card of some kind to inform a person when (and apparently it seems needed) where their package has been delivered I am quite expecting for my package to be sent to somewhere off the coast of the costa del sol, the top of mount everest or outer mongolia as your driver seems to have no sense of geography or any local knowledge.
Suffice to say, regardless of the reputation of any shop I may be inclined to order from in the future I shall be sure to check who their courier is and if it is City Link I will most definately not order from them because no item is worth this much effort in trying to recieve a simple delivery. I have never encountered such an incompetent poorly organised service of this kind or any other and have never encountered quite such limited and useless customer service. As much as I would like, and think it appropriate for some kind of action by way of compensation to be offered I sincerely doubt you will make any such offer as, judging by the training of your customer service employees good manners and morality just do not seem to fall within your priorities, although strangley enough for a courier service neither does delivering a package to the correct address.
As you will no doubt have noticed I am more than a little annoyed and expect to hear that all individuals involved in this huge mess have been severely disciplined (if I was in charge I would have sacked the driver but again I doubt this will happen as I am sure that drivers with no sense of direct, the kind you clearly hire, are not easy to come by)
I look forward to complaining to you again when my package undoubtedly fails to turn up yet again tomorrow and will be invoicing you for the flights and accommodation to get me to the no doubt extravagant location which my package will next visit.
Yours Sincerely
Seth Folen
Seth "Le Petit Mort" Lazy
- 16 years, 4 months, 14 days ago
