This is a warning to any Australians or other countries that have to deal with the likes of Couriers Please.
This is also a warning for Enertion, although I’ve already given them feedback from the FIRST time I had an issue with Couriers Please.
From here on out if a company (Enertion Included) only offers Couriers Please as the delivery service I will refuse receipt of goods and initiate a refund service.
I’d also like to let @EnertionSupport know that I am requesting the cost of the shipping of my items back as is my right. I paid for a service from Couriers Please (even though indirect) and have not received that advertised service.
I’ll no longer purchase any products from Enertion until AusPost or StarTrack or ANY other company is a choice for delivery even if it costs extra. This is not a reflection on Enertion themselves I’m just sick of having to chase up parcels because of this hopeless company (Couriers Please).
I will also file an Ombudsman complaint against Couriers Please (one for each time I’ve had an issue with them 3/4 parcels so far).
Details about the incidents:
First parcel I was sent by Enertion was my drive train motor trucks and wheels. This failed to deliver due to the fact that Couriers Please requires a signature for Delivery. I was unaware and that wasn’t the problem. The problem began when I had been tracking the parcel whilst at work and called their help line to ask if they could just leave it at my door. The lady I spoke to on the phone said I could organise when I got home. I explained that I’d like to organise now if possible. She said she would get the driver to re-deliver and make it “ATL” (authority to leave) later that day. This was about 10-11am I watched the tracking for some time and 3pm came around and no changes registered on my tracking. So I called again and was told that in no way could they authorise it via phone and that there’s no way anyone from Couriers Please would tell me that, and that it would not arrive until the next day if so. I argued with her that what I said was true and she refused to acknowledge what I said and had basically called me a liar. It was later organised for the next day and received the goods.
No problem here, I used their online support to request that the parcel be ATL right away and it was handled with an hour or two.
I did the same as the second parcel, however I received a reply saying that my parcel was being signed over to another company and that they would not do ATL and would required me to go into a Depot to collect it. I watched the tracking up until the day it failed to deliver to my door by COURIERS PLEASE. I called them (1/2 hour after the delivery failed) and asked who was delivering my parcel and they said Couriers Please. I informed them I was told otherwise and if so why was it not ATL. I asked if the driver could re-deliver it on his way back later that day. The person on the phone refused to even ask the driver who would have to drive pass my town (the highway is 5minutes from my house) to head home later that night. He said the driver only services my area once every day and no more can be done. The parcel was then delivered the next day.
I kept a very close eye on this due to the past issues, I also requested ATL before the parcel was even picked up from Enertion. It was also approved for ATL. However when it left Enertion (South Australia) it was logged into the Adelaide (South Australia) depot and directed to Melbourne (Victoria) I live in Morwell (Victoria). However 5 minutes later (yes 5 minutes) my parcel was logged into the Adelaide (South Australia) depot and directed to Perth (Western Australia). I called immediately to prevent my parcel from travelling another 2700KMs away (opposite direction) which would mean it would then have to travel another 3500KMs to reach me! I spoke to a guy on the phone and he was unable to find where my parcel was and said he could not call the Adelaide Depot as they have not got phones there (load of sh**). He said he would leave a message for them (found out today that means an email) to track it down and call me back. I called the help centre again at 5:20pm (10minutes before they shut) only to find out he had no information still (notice how I had to chase him up about it?). He said he would call me the next day with an update on where it was. I got no phone call (surprise surprise). It arrived in Melbourne at 8am (missed the daily deliveries by 30minutes). So I knew I would have to wait one more day and it would finally be over. Today though (day it should have arrived at 730-8am) I noticed at about 10am that no tracking information had been updated at all. I called them at about 12pm after checking again to find out that the “parcel should have gone out with today’s deliveries but we’re unable to locate the parcel”. The lady said she would get in contact with the driver and the depot to track it down and she would call me back in a few hours. I had no return call come 330pm. So I called her yet again I was chasing them. I was informed by her (this is where she slipped up) that she had JUST emailed the depot and was waiting for a reply. It took her 3 and a half hours to send a damn email! I told her (by now I’m no longer polite to them) to call them and to organise another company to deliver it because I’m sick of chasing them up to do their jobs. All I hear during these calls is I’m sorry we apologise etc etc. Never a solution to the problem. Never recompense for their f*** ups. I get home today and no parcel. At 5:27pm that lady tried to call me, however the moment I answered the phone (after 2 rings) she hung up on me. I tried to call back, by the time I got through all the prompts all I get is the office is closed! She will likely try to claim a loss of service, however she doesn’t realise that I can see on my end that service played no part that it was a hangup on their end not mine, and not the cell tower I was connected to.
So I’m basically making this post to also call out @onloop hoping that you will revisit the idea of using a company with appalling customer service and appalling logistics. I worked as a courier for years and this kind of sh** would get you fired. After the fact that Enertion has dealt with a lot of the same frustrations and I’m a customer that not once complained that you guys stuffed us around because I knew it can be the logistic companies that hold you up. However if you choose to keep using a company that is doing the same to your customers it says that the bottom line is more important than satisfaction (which I can tell you greatly affects your bottom line).
I’d also like to note that one of my Couriers Please parcels were not from Enertion it was from KickPush
I’d also like to note that I had a parcel delivered by StarTrack and they outsourced the final delivery to a local company here, it was handled professionally and with the added safety of being able to pickup from my local company.