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Thread: Another Failed Saturday Delivery

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    Agent of the System ikonia's Avatar
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    Another Failed Saturday Delivery

    Well another £24's worth of Saturday delivery that just didn't turn up, no reason, no excuse, I'm told its on its way over the phone to just never turn up.

    3rd one that has failed to turn up in 3 Saturday deliveries. Nice ratio.

    Scan have filed for a delivery refund from City Link, however as Scan are still yet to refund me the £30 from May's failed delivery that they promised I'm not in the best of moods over this.

    Lindsay at scan is a great help and trying to put things right, but for all my praise of scan 2 months to refund £30's worth of delivery is shocking, more so that I have lost another £20+ pounds for another failed Saturday delivery.

    Lets see what goes on with this order.
    It is Inevitable.....


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    City Link strike again. Although to be fair I had a UPS issue last week with a replacement WD drive direct from WD. UPS claimed they had tried to deliver on thursday which was total BS because no card was left or anything. When I rang UPS they were very apologetic (at least with UPS I seem to get to a Human were as with Citylink that seems nigh-on impossible).

    The delivery driver which turned up the next day claimed he was not working the day before... hmmm. I think they just get a certain number of deliveries done and then just claim false deliveries.

    Don't they get paid per attempt?

    Its all very fishy.

    Mike

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    Quote Originally Posted by SDaddy View Post
    The only people who do a decent service are Royal Mail. They even deliver on Saturdays, and don't charge you extra for the convenience!
    I think you'll find then, if Royal Mail are the only reliable delivery people in your area, then there's nothing Scan can do to improve delivierys to your area. Thus, in a business sense at least, you're irrelevant data.

    I am surprised that Citylink have struggled with ikonia's Saturday delivery's though, usually most carriers will bend over backwards to get them on time because they charge a very high premium for the service, even more than the additional costs involved, to get them out to people. It's the same with Before 10 and Before 12 services, they have to get those right.

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    This isn't Scan, but I ordered a Saturday delivery from SVP (CD place) for Saturday delivery via Citylink.

    Saturday morning, it still said "in transit to delivery depot" then it changed to "Delivered" at exactly 12, but of course, no one had attempted to deliver anything. Extremely annoyed as I needed them for Monday...

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    What makes it worse is there should be extra effort put into the Saturday deliveries as you guys are paying the premium for it.

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    i really wish shops would stop using city link, their service is just a joke
    i've lost count of the amount of times i've been sitting in waiting for deliveries only to read the lies on their tracking, saying that they apparently attempted delivery or posted a card

  7. #7
    Retail Sales Manager Chris P's Avatar
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    Can anyone with a City Link issue relating to an outstanding order please PM me your details so we can sort this out for you..

    GENERAL City Link comments will be deleted from this thread, this has been discussed to exhaustion

    Thanks

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    Agent of the System ikonia's Avatar
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    well, it failed to turn up on Saturday, was out on the van for delivery today and at 4:00 was returned to the branch for no reason, despite being told "its on the van for delivery today" so two hours before deliveries end its back in the depot - not two hours before it starts its way back to the depot, two hours before closing time its back AT the depot.

    So failed saturday delivery, failed monday delivery again being told its out on the van, no card, no reason, waited in on Saturday, made arrangments to be at home today - big thanks for wasting two days of my life AGAIN as this is the 3rd Saturday delivery in a row thats gone wrong.

    Scan you have an account manager isn't it about time the Bristol branch started getting some pressure, your about to lose a customer for good.
    It is Inevitable.....


  9. #9
    Agent of the System ikonia's Avatar
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    order returned to you Scan and refund requested after ANOTHER failed delivery, no reason just total waste of my time arranging to work from home.

    Thats the last order I can place with you. Very dissapointed due to your ability as a company/staff service levels. But I can no longer use you. I've stopped before and came back due to changes in how things where done, but while you only offer city link as an option for delivery, your off my list.

    Any one who reads this - this is not a reflection on Scan, but a reflection on the delivery company they use in my specific area.
    It is Inevitable.....


  10. #10
    Senior Member markbrown83's Avatar
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    Quote Originally Posted by ikonia View Post
    order returned to you Scan and refund requested after ANOTHER failed delivery, no reason just total waste of my time arranging to work from home.

    Thats the last order I can place with you. Very dissapointed due to your ability as a company/staff service levels. But I can no longer use you. I've stopped before and came back due to changes in how things where done, but while you only offer city link as an option for delivery, your off my list.

    Any one who reads this - this is not a reflection on Scan, but a reflection on the delivery company they use in my specific area.
    I am sure a previous post has mentioned that you can arrange another delivery company yourself? I am sure if you call up Scan and say you have arranged X to pick up your order etc they will be happy enough. Yeah fair enough, you shouldn't have to. But the way city link are in your area is completely out of their control, however, I do agree something should be done about it!

  11. #11
    Agent of the System ikonia's Avatar
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    I have requested other delivery couriers a few times, more so for very small items that are not "parcel based" like a cable and been told city link is the only option.

    There is no way I'm arranging for delivery companies to pick up orders from Scan, I may as well just use another retailer.

    City Link is out of Scans control, but they have a business account manager with city link, who if Scan complain enough about an area will deal with it. The fact that Scan has now lost my business and the numerous ammounts of city link complaints I've logged with Scan can be weighted up by Scan and how much I do / don't spend with them and on what frequency and see if its worth mentioning to their account manager to get a grip on the Bristol city link depot.


    Fantastic. While trying to chase up a reason for /ANOTHER/ non-delivery to that I could put it in my letter of complaint. Head office have just told me they can't get through to the Bristol branch to find out what happend to my parcel and quote "Bristol and Exeter are a nightmare, they take the phone of the hook so no-one can call them, we have more complaints about these branches and we can't do anything".

    Excellent.
    Last edited by ikonia; 24-07-2007 at 11:00 AM. Reason: Added a complaint update.
    It is Inevitable.....


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    Senior Member markbrown83's Avatar
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    Fair enough. I just suppose I am lucky as the Edinburgh Citylink is pretty good... no terrible problems so far..

  13. #13
    Retail Sales Manager Chris P's Avatar
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    ikonia

    I am sorry to here the issues you have experienced with your recent order with Scan has caused you to think about not using Scan for future order's.

    I have escalated your complaint are we are looking into this issue closely with City Link to see what went wrong so we can prevent this from happening again.

    We will keep you updated ...

    Best Regards

  14. Received thanks from:

    ikonia (26-07-2007)

  15. #14
    Retail Sales Manager Chris P's Avatar
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    ikonia

    I have just spoken the CS Manager along with Lynda who has been dealing your query..

    Lynda called you on the 24th to explain the reasons why City Link failed to deliver your parcel. As Lynda confirmed the delivery was delayed due to approx 15 city link truckers being turned back by the fire brigade and being unable to reach the relevant depots….

    Unfortunately as amazing as we are unfortunately we do not have a direct line to the man in the sky and are unable to control the weather conditions

    If we could believe me it would be 90 Degrees daily, there would be a beach outside Scan and I would be lying on it sipping umbrella cocktails during my dinner hour

    Jokes aside .....

    The start of this week was horrendous for city link and also Scan and we have lost money because of these issues - Unfortunately this is an unavoidable consequence of the recent weather conditions, but we have done everything we can to try and alleviate the problems experienced.

    We have offered a full carriage refund out of goodwill, out of our own pocket as City Link do not refund Scan for the delivery charges because of weather conditions. This offer would not usually be made as again we cannot claim for these as they are just declined as “FORCE MAJORE” – Natural causes….

    When we are up against the heavens then unfortunately we are bound to loose, even so I believe we have done everything possible to resolve this problem and Lynda has bent over backwards to sort this out....

    We can only apologies and hope we have not lost your future custom

    Please feel free to contact myself if you have any further queries

    Best Regards
    Last edited by Chris P; 26-07-2007 at 10:41 AM.

  16. #15
    Agent of the System ikonia's Avatar
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    Hi Chris,

    I have no problem with Scan - and as you said Scan have done everything they can to resolve this.

    the point your missing is

    1.) the title is "ANOTHER" failued saturday delivery - check the records, thats 3 on the run and god knows how many other non-saturday deliverys
    2.) City Link couldn't get the package out on Saturday and I understand why, and don't really have much of an issue. However I do have an issue with being told to wait in by the girl at City Link because its "on its way"
    3.) City Link couldn't deliver it on Saturday, yet they had it out on the van on monday - and both myself and Lynda where told it was out for delivery. yet at 4:00 it was already back at the detpot (2 hours before deliveries stop) so it must have started on its way back to the depot well before 4:00. It didn't turn up - it wasn't carded and I CANNOT get a reason for why it didn't turn up on Monday
    4.) I requested it be returned to Scan as this order was now a joke thanks to City Link, yet on Tuesday the delivery is marked as "attempted delivery" and "carded" which considering for the 3rd day in a row (excluding Sunday) I waited in. So 3 days on the trot they have failed to deliver, and on two occasions lied and told me it was on its way, and on one occasion lied and said I was carded.

    The problem is not with scan (excuse me for scoffing at the refund comment as I'm still waiting £30 2 months down the line for my other Saturday delivery refund which you've had back from City Link) but while you use City Link , I cannot get packages, its that simple check my records and how many complaints I've made about packages not turning up/fake carding etc etc. I normally put up with it down to the free delivery as you can't gripe if somethings free (although I should as free doesn't mean crap service) but now when I'm paying £20+ a go for Saturday deliveries and the last three have failed to turn up with other than this weekend just unbelievable excuses (driver bit by dog, driver run over, van broke down etc etc and thats all for one delivery - this driver must have been VERY unlucky).

    I've contacted scan about arranging my own courier which considering I'm a customer is a pretty helpful thing to do to try to support a business thats not making it easy for me to support them, and I've had no response back yet.

    City Link are your problem for me plain and simple, but while I appriciate everything scan does to try and help, your not making it easy for me, (no refunds 2 months later - I'm trying to buy from you using Q-collect and then arrange for a courier to collect but I can't get any clarification on if/how I can do this).

    Look through my record and look at the ammount of failed deliveries I've had/complaints and I'm sure you'll appriciate that I just can't use this service any more.
    Last edited by ikonia; 26-07-2007 at 11:03 AM.
    It is Inevitable.....


  17. #16
    Retail Sales Manager Chris P's Avatar
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    I understand the issue here lies with City Link , but in turn this becomes our problem...

    I have checked your order's from 2007 and can't see any other invoices requested to be delivered on Saturday.

    If you still have the invoice number's if you could PM me I will look into this for you ... to see if we can make any changes.

    We can offer a service so you can arrange your own courier to collect .. Please contact the sales dept to arrange this - 0870 755 4747.

    Please do not place the order as Q-collect for courier collection ...

    Best Regards
    Last edited by Chris P; 26-07-2007 at 12:07 PM.

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