Having spent ages trying to find locally based van and man companies for an ebay purchase, I stumbled across this fantastic site! It was so easy to use - a few clicks and the work was done by competing companies to serve me!! How rare is that folks!? Superb chap quoted lowest price to pick up a large three piece suite and he was 100% recommended on anyvan so I booked him. He was polite, efficient, all for the customer and when I was told by my seller of he suite that the time might need to change, the van man was really accommodating - he even set off half an hour earlier to a previous job to accommodate our needs. AND he took the old suite we had away - he offered! Great service - happiest I have ever been with service - and I am a proper Victor Meldrew usually! And the ANYVAN staff were so helpful too. communication is perfect - shame I can't give 10 stars plus!!
I bought some running shoes from a company who used DPD and bought the £8.99 next day delivery service. The courier posted a note saying "sorry I missed you" but there were 5 adults in the house - all near the door and two dogs who always bark loudly when there is a knock on the door.
I noticed the note 1 minute after the attempted delivery and ran outside to see if the van was still nearby - nowhere to be seen!
I called the retailer and they helpfully contacted DPD who said I would have to pick the item up at 6-7pm this evening 10 miles away at their nearest depot... which I agreed to... when I arrived, I stood for ages trying to be noticed by one of four staff behind the counter who were clearly unable to serve me as they were too busy enjoying their banter and quite literally PLAYING!!
Looking around I noticed the corporate notices on company values one of which was the customer being so valuable - It is massively clear to me that whoever dreamed up the inspiring words on those posters did so in a darkened room without the engagement of those staff! And it got better - there was a banner INSIDE their 'play area' stating "Customer centric means - giving the customer everything they want and more!... once again, I suspect this is for decoration only - no staff engagement and certainly no evidence of customer service being at the front of mind... There were another three guys in the queue behind me and we were laughing at the hypocrisy and commenting that had we been shareholders, we would not be for very long!!! Look at the rating DPD - it's a competitive marketplace you're in and you'll be dead in the water if you don't make this rhetoric a reality and soon!!!!!!
This is in two parts - yesterday's and today's experience - read on:
Just ordered some trainers and spoke to an advisor (think he said his name was Brad) who to me appeared a little impatient - I have an online account but had not yet added the address so he just said "there's no account" - I was actually logged in and looking at it and when I told him this he repeated "there's no account under that post code"... anyway, I asked him if I could place an order over the phone - he did this, but all the while it felt like I was an inconvenience. I felt I did not have time provided for me to ask any questions or go off process, if you get my drift...
I asked if the trainers could be delivered next day and he asked for my 16 digit number from the card - again, felt like I was interrupting his flow - but I went with it and gave him the details. Then I asked if he had put them on next day delivery. He said "that's already been expedited" as if I was asking an unnecessary question... feeling rushed, I let him leave the call and thanked him for placing the order. I then rang back as he had not mentioned any price for the expedited delivery - Verity answered and I gave my order number and she confirmed it was on fast order and that it was £8.99. Again, it felt a little less than warm... Great website and great products and (though they have no idea) I have been a customer of this business for over ten years. Not impressed with the respect for their customers and given there are 20,000 reviews (which will be only a percentage of customers) on line they must be raking in cash. Might I suggest the owner invests some of this back into customer service - how to speak to customers, patience, care and flexibility (go where the customer wants - don't marshall them to where you want to go), the importance of customer satisfaction in building sustainable sales and therefore long term jobs for them! If I were asked the 'net promoter question' "would you recommend to a friend?" I would score a 6 - which for those who are not familiar is not a promotion of the company!!! If I had been serviced in a more friendly, warm and flexible manner - given the history I have of buying great products and being serviced well in the past when they had a store - I would have scored a 10! I hope you all and the company see this as a good company with good potential, but let's make it feel better shall we?
Having arranged for next day delivery and with 6 people in the house, the delivery company DPD failed to knock - oh, and my dogs would have heard as well, so my trainers were not delivered... HOWEVER, in contrast to yesterday's experience, I called Sportsshoes.com to see if they could help - Tom answered; a pleasant chap who was only too keen to help - he rand DPD and kept me informed of their attempts to contact the driver to see if he could return if still in the area and what I needed to do according to DPD to get to the Leeds Depot between 6 and 7pm.
Tom was what customer services should be across the board with the rest of the team - so... invest in training and use Tom as an example of existing good practice! Reward him!
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