Poor Service

Yesterday gave a job to a courier who quoted for job. Collected ok 4 hour run at most 6 hours later we are ringing him no reply eventually get a call 9 hours later. Goods delivered approx 3 hours late no communication. People like this give this industry a bad name.

Will you be using them again?

That's the problem with this industry, lack of communication from some couriers. I've spoken to many vendors and they always ask if I contact them from collection to delivery. I thought this went without saying really.

I agree good communication is the key for all involved

Feedback is missleading - and I hope admin could build something into the feedback system to include all parts of the delivery and collection where problems can be listed everyone can see and learn from it or not use again, this should include payment if late, i know its already there but its asked for straight away, when we all work on a 30 day + Terms? Would that work for anyone else?

My thoughts are if you do a good job people will use you again, if you are going to deliver 3 hours late, you are iether inone huge traffic jam, or you should get another job job, because sameday is means sameday.

If your stuck in traffic, you still need to keep in contact with the customer/vendor. I think some people really haven't done there homework

I agree. I was held up on the north bound M6 yesterday & rang the vendor to let him know where I was & that the traffic had ground to a halt. As soon as I was clear of the hold up I gave the vendor an updated eta. Although I delivered about an hour after original eta the vendor was kept informed so he could keep his customer updated if necessary.

Sorry to hear you had problems with a courier. I don't understand the title of this thread... Do you mean what's the point in feedback?

You should leave accurate feedback about how it went. Probably neutral (he did deliver) or negative, comment something like "Was let down by courier as he delivered late and didn't keep me updated. He did deliver but I wouldn't recommend and won't be using again".

GD EXPRESS said:

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I agree. I was held up on the north bound M6 yesterday & rang the vendor to let him know where I was & that the traffic had ground to a halt. As soon as I was clear of the hold up I gave the vendor an updated eta. Although I delivered about an hour after original eta the vendor was kept informed so he could keep his customer updated if necessary.

And a very well communicate job too kept me informed all the way, I knew full well up the M6 on a friday is asking for trouble but being kept updated means everything, So I can thoroughly recommend Gareth at GD although I found him on Shed (a much more user friendly way of find a driver in the area you need) Well done . aka Tony MK Bikes

That's the difference between a van driver and a courier, a couriear cares about his reputation and what it means to do ia job properly and professionally, a van driver just drives

Don't forget about cars aswell lol

Ok thats the difference between a courier and a driver... lol

East-Lancs Sameday Couriers Ltd said:

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Don't forget about cars aswell lol

I drive a car and would stick my neck on the line and say I would run rings round most people.

When people want a cheap job done, then i'm sorry but they deserve a cheap service.

Only good service works cheap or not, your in the wrong job AJM if you supply crap service for a cheap job, Service to me is every thing what a same day courier is about!

ILKLEY EXPRESS said:

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Only good service works cheap or not, your in the wrong job AJM if you supply crap service for a cheap job, Service to me is every thing what a same day courier is about!

?

ILKLEY EXPRESS said:

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Only good service works cheap or not, your in the wrong job AJM if you supply crap service for a cheap job, Service to me is every thing what a same day courier is about!

Not me you goon, if som

ILKLEY EXPRESS said:

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Only good service works cheap or not, your in the wrong job AJM if you supply crap service for a cheap job, Service to me is every thing what a same day courier is about!

Not me you goon, I have been doing this for ten years I know the score.

Good luck to you AJM i can only speak for myself, cheap or not i supply same service,

Asap-Direct said:

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Yesterday gave a job to a courier who quoted for job. Collected ok 4 hour run at most 6 hours later we are ringing him no reply eventually get a call 9 hours later. Goods delivered approx 3 hours late no communication. People like this give this industry a bad name.

There is no excuse for this at all!

Just goes to show that there are still plenty out there who think they can be a courier with nothing other than transport and a sat nav.

I did mean whats the point of feedback. Over 40 positive feedback on this guy. Most couriers I use are excellant inparticular Bill at Ilkley express whom we use all the time.

ILKLEY EXPRESS said:

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Good luck to you AJM i can only speak for myself, cheap or not i supply same service,

Good luck with what?

Good luck with your business, nice to know your point of view on doing cheap jobs!

ILKLEY EXPRESS said:

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Good luck with your business, nice to know your point of view on doing cheap jobs!

ILKLEY EXPRESS said:

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Good luck with your business, nice to know your point of view on doing cheap jobs!

Never had a complaint in ten years, don't do cheap jobs, what are you trying to say?

I think some are getting confused here... Probably best to read again from the top

No one is suggesting cheap is good, or cheap is what anyone who has contributed to this thread have ever offered

What IS being said is if you pay cheap prices, or expect to pay cheap prices, then you can't expect a 1st class service

Cheap is cheap for a reason, and generally it's because it isn't dedicated and it isn't going direct...

Anyway... This thread isn't about prices, its about communication and the fact someone didn't communicate that they were stuck in traffic and were gong to be a lot later delivering than the vendor thought.

If there is a delay that is going to make the delivery late then best to let the vendor know so he can make alternative arrangements with his customer if neccessary.

Not rocket science for most of us, but as i said earlier... There's couriers, and there's drivers

All good then, you commented first that for cheap job, they deserve a cheap service not me, but as you do not do cheap jobs, it will have no affect on you, as for me, I do, some cheaper jobs, if it helps fill me up,and keep me moving, but I offer the same service, and I too have not had any complaints,

Communication and complacency... One you need, the other you don't

Speed Couriers Nationwide Ltd said:

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That's the difference between a van driver and a courier, a couriear cares about his reputation and what it means to do ia job properly and professionally, a van driver just drives

What a load of bollocks, I'm a van driver and my feedback has and always will be some of the best around, you seem to make these ridiculous statements all the time.

Speed Couriers Nationwide Ltd said:

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I think some are getting confused here... Probably best to read again from the top

No one is suggesting cheap is good, or cheap is what anyone who has contributed to this thread have ever offered

What IS being said is if you pay cheap prices, or expect to pay cheap prices, then you can't expect a 1st class service

Cheap is cheap for a reason, and generally it's because it isn't dedicated and it isn't going direct...

Anyway... This thread isn't about prices, its about communication and the fact someone didn't communicate that they were stuck in traffic and were gong to be a lot later delivering than the vendor thought.

If there is a delay that is going to make the delivery late then best to let the vendor know so he can make alternative arrangements with his customer if neccessary.

Not rocket science for most of us, but as i said earlier... There's couriers, and there's drivers

There you go again! I'm a van driver but if I did a Job for you I would let you know as I leave home, I would let you know when the goods are on board, I would notify you if I had any holdups or if I had stopped for a coffee,and finally when delivered you would receive a copy of the pod whilst I was still on site , so if a four hour job ends up taking 9 hours as long as you or the vendor is kept informed then it makes no difference if it was delivered by a courier or a van driver like Me!

Asap-Direct said:

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I did mean whats the point of feedback. Over 40 positive feedback on this guy. Most couriers I use are excellant inparticular Bill at Ilkley express whom we use all the time.

40 positive? Well give the guy a break (as well as a pint) Did you ask him what went wrong? Did you call him just before the allotted delivery time to see if all was well? It's not all about just giving someone two pallets and saying off you go and send me the pod. YOU could try keeping in contact with him!

Les I do like a straight talking Northerner, your doing us proud mate well done.

[Admin: Don't call anyone anything, thanks.]

Speed Couriers Nationwide Ltd said:

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I think some are getting confused here... Probably best to read again from the top

No one is suggesting cheap is good, or cheap is what anyone who has contributed to this thread have ever offered

What IS being said is if you pay cheap prices, or expect to pay cheap prices, then you can't expect a 1st class service

Cheap is cheap for a reason, and generally it's because it isn't dedicated and it isn't going direct...

Anyway... This thread isn't about prices, its about communication and the fact someone didn't communicate that they were stuck in traffic and were gong to be a lot later delivering than the vendor thought.

If there is a delay that is going to make the delivery late then best to let the vendor know so he can make alternative arrangements with his customer if neccessary.

Not rocket science for most of us, but as i said earlier... There's couriers, and there's drivers

Quite right Lack of cumminication caused us to fail one of our regular customers. Breakdowns happen, modern communication do not.

LwsExpress transport solutions said:

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Asap-Direct said:

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I did mean whats the point of feedback. Over 40 positive feedback on this guy. Most couriers I use are excellant inparticular Bill at Ilkley express whom we use all the time.

40 positive? Well give the guy a break (as well as a pint) Did you ask him what went wrong? Did you call him just before the allotted delivery time to see if all was well? It's not all about just giving someone two pallets and saying off you go and send me the pod. YOU could try keeping in contact with him!

Tried contacting him at 16.40 phone going to divert no answer. Checked number a few times, emailed, and texted. Got reply 20.48. Not accecptable.

Lack of communication when late normally means the driver has tried a sly co load and its gone wrong somewhere and has a lack of imagination

Speed Couriers Nationwide Ltd said:

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I wasn't calling gary a dick head, i was calling you a dick head

As if I didn't know that :-)

Ok well lets spell it out for those that are, shall we say, a litle bit slower than the rest of us.

When i say there are couriers, and there are van drivers, i didn't mean literally. I'm not sure whether the member who disagreed with that statement is aware of this, or is just being a bit dim.

To elaborate then, being a courier means more than just going out and buying a van and a satnav, its about having respect for the vedors customers and the goods you're carrying on their behalf. Its about communication, its about getting the job done properly, as quickly as you can, with the goods arriving at the destination in one piece. Being polite even when you have to deal with a jobs worth at the pick up or drop off. Basically by "Courier" i mean a professional driver, whereas by "van driver" i mean someone who does none of the above. There are plenty of van drivers who have no idea what being a courier is all about... And it is them to which i refer... If that makes me a prick Les then fair do's, if it's more to do with your inability to read a thread in the right context, then perhaps if i write a little slower for you?

We had s delivery on Friday that was running late by 2 hours. This was down to extra time waiting at collection due to the goods still being baked in an oven and then leaving at 16:30 going north on the M1 from Leicester on a Friday. We kept updating the customer every 25 mins so they could arrange alternative delivery address if required. As always comms are the key. It's not just about covering your back it's also about ensuring that the customer gets a great service against the odds

Asap-Direct said:

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Yesterday gave a job to a courier who quoted for job. Collected ok 4 hour run at most 6 hours later we are ringing him no reply eventually get a call 9 hours later. Goods delivered approx 3 hours late no communication. People like this give this industry a bad name.

Obviously he was co-loading. Maybe you ought to make him wait longer than normal for his money, because he certainly does not deserve it! Also a few PM's to get the word out as to who it was, as they do not deserve getting any more jobs!

This is the problem now unfortunately too many types of service coming under the same umbrella.

We only get involved with URGENT deliveries, NOT just same day where technically if something was collected at midnight and delivered 24 hrs later it is not a failure, or taking eBay tat that can be co loaded!

It is a shame that some owner drivers do not understand that Urgent, means collecting asap and delivering asap, not diverting to drop off or collect something else, or dawdling at 50 mph on a motorway to save fuel!

Speed Couriers Nationwide Ltd said:

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Ok well lets spell it out for those that are, shall we say, a litle bit slower than the rest of us.

When i say there are couriers, and there are van drivers, i didn't mean literally. I'm not sure whether the member who disagreed with that statement is aware of this, or is just being a bit dim.

To elaborate then, being a courier means more than just going out and buying a van and a satnav, its about having respect for the vedors customers and the goods you're carrying on their behalf. Its about communication, its about getting the job done properly, as quickly as you can, with the goods arriving at the destination in one piece. Being polite even when you have to deal with a jobs worth at the pick up or drop off. Basically by "Courier" i mean a professional driver, whereas by "van driver" i mean someone who does none of the above. There are plenty of van drivers who have no idea what being a courier is all about... And it is them to which i refer... If that makes me a prick Les then fair do's, if it's more to do with your inability to read a thread in the right context, then perhaps if i write a little slower for you?

Once again you show your belligerent side, you really are quite a bully as has been expressed on here a number of times. Again you try to belittle someone with words, well I afraid that don't work with me.

I feel once again (and again and again...) that anyone who disagrees with your overwhelming knowledge is, dim, slow or just plain thick.

Did you yourself read the post properly? Did you mr fount of all knowledge read the posters second quote? We are talking about a courier who has 40 positive feedbacks and surely he normally does a good professional job? Perhaps just perhaps there are reasons for the delays (although I myself doubt it) When you say you didn't mean it literally I suspect deep down you did and once again using belittling tactics to right the wrong.

I certainly am not slower than as you put it the rest of us and dim I am not, maybe I'm a bit argumentative but unlike you Sir I am no Bully.

[Admin: Double return for a new paragraph.]

Nottingham & Derby Couriers said:

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We had s delivery on Friday that was running late by 2 hours. This was down to extra time waiting at collection due to the goods still being baked in an oven and then leaving at 16:30 going north on the M1 from Leicester on a Friday. We kept updating the customer every 25 mins so they could arrange alternative delivery address if required. As always comms are the key. It's not just about covering your back it's also about ensuring that the customer gets a great service against the odds

Quite right. All he had to do was keep me informed. Then I could keep my customer informed. Its now going to take a long time to rebuild our reputation.

I'm not the one that said "what a load of bollocks" tho am i Les. I put forward my opinion. There are ways and means of putting across an alternative viewpoint without resorting to insults. You can't be surprised when I respond in a similar vein. You called yourself a van driver in full knowledge that i was referring to a type of driver rather than an actual driver of vans. You are a courier, you proved it by saying you give eta's pod's and communicate any problems enroute... Which is exactly what i said was the difference between the two. Quite what it is you think you're disagreeing about is beyond me.

I just think you sometimes like to pick a fight... Afterall it was a Saturday night.

So who's the bully?

Speed Couriers Nationwide Ltd said:

I just think you sometimes like to pick a fight... Afterall it was a Saturday night.

So who's the bully?

Rolling on the floor with laughter!

Do one Stephens

If your definition of a bully is a person that thinks this industry needs regulating, giving us a standard of courier that we know will do a good job, rather than hope they do, if being a bully is having a go at those that pay rates that are 10 years out of date, rates that are unworkable unless you manage to get a co load or a "backload", if a bully is someone who highlights those that continue to take advantage of newbies who come into the industry without doing their homework , if that is what you lot think is a bully, then a bully i must be.

This forum is full of help, advice and warnings... It also has peoples opinions on a number of subjects

Add a bit of banter and that is a forum .

Opinion isn't right or wrong, its an opinion, and i'm entitled to mine as much as you are to yours

Phone to confirm collection with an eta or text if that is what the vendor is happy with.

Phone during journey if there is anything that is going to impact on delivery eta.

Phone to confirm delivery complete.

It's not exactly rocket science. Simples.

End user work or subbing - should be no difference in the communication if the 'courier' wants repeat work and to make a success of their business.

And follow that up with a legible POD with the invoice :-)

As has been pointed out earlier. This is obviously due to the courier in question trying to squeeze in a sneaky co-load and something having gone tits up in the process.

At which point the courier in question obviously couldn't quite work out what story to tell, so went incommunicado!

This goes directly back to the difference between couriers and van drivers.

Something WILL delay you more than you expect! Meaning that your primary load (who paid you for a dedicated A to B service) will be wondering WTF you're up to when you are even 30 mins later than expected.

The unforgivable thing about this incident was the lack of, and indeed the refusal to communicate.

As for the feedback, there is a point to it.

Whilst as you say that this courier has 40 good feedbacks, perhaps you're negative feedback might cost him a job or two for a while and make him buck his ideas up and return to providing the kind of service which gained him those 40 good ones.

Scott Reid said:

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As has been pointed out earlier. This is obviously due to the courier in question trying to squeeze in a sneaky co-load and something having gone tits up in the process.

At which point the courier in question obviously couldn't quite work out what story to tell, so went incommunicado!

This goes directly back to the difference between couriers and van drivers.

Something WILL delay you more than you expect! Meaning that your primary load (who paid you for a dedicated A to B service) will be wondering WTF you're up to when you are even 30 mins later than expected.

The unforgivable thing about this incident was the lack of, and indeed the refusal to communicate.

As for the feedback, there is a point to it.

Whilst as you say that this courier has 40 good feedbacks, perhaps you're negative feedback might cost him a job or two for a while and make him buck his ideas up and return to providing the kind of service which gained him those 40 good ones.

Well put...

RAPID LIGHT TRANSPORT LTD. said:

It is a shame that some owner drivers do not understand that Urgent, means collecting asap and delivering asap, not diverting to drop off or collect something else, or dawdling at 50 mph on a motorway to save fuel!

...and spot on.