The hidden hassles of home delivery

The fabled chair (unbroken of course)

In my recent blog post I waxed lyrical about the customer service of John Lewis. However, the last few days have driven home a vital point for any retailer or e-commerce business – your brand is hostage to your partners, and particularly the courier/delivery company you use.

I bought an office chair from John Lewis – when it arrived (promptly) a lever was broken so I swiftly arranged for a replacement to be delivered and the first one to be collected. All good, but sadly this is where the catastrophe began.

First, the delivery company (City-Link, who I have no hesitation in naming and shaming) tried to deliver the replacement chair on a Thursday – the one day of the week I’d specifically told them to avoid. Their leave-behind card said the next delivery attempt would take place the following day, so I duly waited at home all Friday.

By the end of the day, I checked online only to find that delivery had apparently ‘been attempted but no-one was home’. Not only was that untrue, but they said another card had been left. Also untrue.

So I called John Lewis and the customer service rep told me the chair would be delivered (and the first one removed) on Wednesday the following week. Imagine my surprise, therefore, when my doorbell rang on Monday and it actually turned up then (thankfully I was working from home).

But unfortunately, the delivery guy told me he was only there to deliver, not to collect. I called – again – and John Lewis apologised profusely and assured me they’d come to collect the chair on the Wednesday. I stayed home – but once again the courier company was a no-show. Not even a card to prove the driver had tried and failed.

So now I have two expensive office chairs at home and an exasperated John Lewis service rep I know by name and phone number. She’s even had to book a different courier company to come and pick up the chair tomorrow – which, frankly, I’ll believe when I see.

I’ve kept reasonably calm about this whole thing as I have a chair (two, in fact), so it’s not like I’ve never received anything – and John Lewis have been excellent and extremely apologetic. However, this is a salutary lesson for any retailer – be careful how you choose your delivery partners and suppliers, because they have as much control over your brand and reputation as you do.

And as for City-Link, your service is shocking. Appallingly, painfully, utterly shocking.