Problems with courier

I've had a rather disappointing experience with Inter Parcel who have been my main carrier agency with no problems till the last booking. They delivered a bird font to a client but it was badly smashed at the edges when he opened it. I always tell my clients to open and check goods before signing but he signed without opening because he said the driver was so angry at having to wait, so let him go asap. I insured the delivery for 500 but wasn't quite sure where I stood re signing off before inspection and assumed I wouldn't have a leg to stand on. I contacted inter parcel who very kindly refunded a portion of the collection I'd already booked with another courier. I explained use of other courier to Inter parcel because they don't collect on Saturdays and I was anxious to carry out repairs. They stated they would refund re-collection and delivery after I'd booked it with them. I was happy enough with that. I re booked online and forwarded my ref no as instructed for refund and received friendly reply stating my refund had been processed. No refund, so inquired and my email was returned notified as spam. I emailed again to previous admin contact, same again. I wasn't overly surprised they didn't follow through with refund. What really made me feel sick was the way they'd diverted me returning my mail as bad spam. My contacts had been so polite and short throughout and they didn't even have the professionalism to give me reason why they decided to rescind refund offer. Finally I sent them a shirty note through their website contact...no reply! Don't really know what else I can do so will have to search for another courier. Wondered if you guys could recommend any.

Replies

Pip Howard March 31, 2010 at 12:07pm

Hi Helen, this is a dreadful scenario,

Your email being registered as spam could be a problem as it may mean your email is registered as spam in clients accounts.

I would email them from a different account with the link to this thread, this kind of bad publicity is not wanted.

Hope it works out,

Pip
Richard@www.seasons-garden.co.uk March 31, 2010 at 1:24pm

Can't recommend a decent one but DO also stay away from 'Sh*tty Link'
They gave me and another customer each other's parcels at the collection depot by mistake and then gave out my address to this customer to come 'round and collect it himself! Breaching all data protection & confidentiality regs.
Had to threaten to sue & settled for compensation.
AVOID like the plague!
Keith Barker March 31, 2010 at 1:38pm

I've used pretty much all the larger couriers, and they all have their faults - City Link and DHL being particularly unreliable. If I had to recommend one I'd choose UPS.
GORDON March 31, 2010 at 3:08pm

Hi Helen

sorry to hear of your problem.

In my previous life amongst other things I was responsible for the distribution of freight all over the world. During that 20 year period we used ANC Carriers for the UK distribution of consignments of up to several hundred kilos. They are a franchised parcel service and were happy to take most anything with regard to size, weight and shape that we through at them.

In the 20 years I can recall very few problems arising.

I don't know what they are like now however as I last dealt with them in 2004, but worth checking out.
Helen Nock March 31, 2010 at 7:21pm

Thanks for your response guys, I feel better for just bashing it out here. I belted it out this morning after a stiff coffee then the thought of looming delivery to another client and felt my blood boil.

If it what I think, I almost feel slightly embarrassed for them, but I will try your advice Pip.

Thanks for the alert Rich.

Keith, I have heard all sorts of courier woes from other sculptors. I aught to know that parcels get thrown and squished and banged. I used to work for a delivery firm, and the usual story with time and motion. Ups did pick up my last parcel and the delivery guy rang me to let me know on way!!! Was very smart and professional. Some farm out to local deliverers with their own vans.

Thanks Gordon, I'll look into ANC.
Helen Nock March 31, 2010 at 7:29pm

Thanks Pro Guard, I'll definitely look into them too.
Geoff Norfolk March 31, 2010 at 8:18pm

its always a tricky one when you're supposed to open and inspect the goods before signing......... the driver always seems in a hurry and you can't help feeling a bit sorry for them. If everyone opened their parcels first, don't suppose he'd finish his round!!
Fenlandphil March 31, 2010 at 8:54pm

Chris Nagle recommended UK pallet I contacted them today and should see a rep after Easter, I will let you know how it goes.
The problem with using any subcontractor is that you lose control.
Helen Nock March 31, 2010 at 10:48pm

Geoff, totally agree with the realities for the guys at the front line. Bit of a catch 22 when it comes to the purpose of insuring goods. I was tipped to advise mark unchecked by signature.

Look forward to that Chris.

I will check out those too Ian. I'm now making cases for the bird baths from waste wood. More on postage and extra labour I can't pass onto the client....until I'm famous!!

Thanks again:-)