Friday, 16 September 2016

One Step Forward Two Steps Back

It's been one of those weeks, again. Every morning I get up and make myself think of good, happy cheery things. Think of what needs to be done and what things I should be focusing on to get Rainbow Designs making money again.

It starts well, with a coffee while my computer fires up and writing down any ideas I had overnight but then...............blah. The emails come in and in the 'orders' folder there's zero or one and in the 'customer enquiry' there's one. What will that 'one' be? Maybe them thanking me, for once, or maybe it's another one chasing up their parcel.

Why is it that couriers find it so hard to do their job properly?? Why why why?? To be honest, over the last few weeks I have had very few orders but I have had to still chase up parcels. It is so frustrating and disheartening. It makes me and my business look bad when I have done everything I can do. Process and send the order as soon as humanly possibly and then I get let down, again and again, by the couriers. My customer doesn't care who is to blame as they order with me, with Rainbow Designs. So in their mind 'we' have let them down and it's true, we have.

Couriers take no responsibility with late deliveries, with damaged deliveries, with no deliveries, with incorrect deliveries. It is an absolute nightmare chasing things up with them and even if they do finally get back to you it's almost always too late and not good enough. No refund is ever offered. I think maybe once or possibly twice I have received an refund, well partial refund, over the last 12 years and I can tell you I have unfortunately had far more then two wrong deliveries made!

Delivery prices have gone up A LOT over the last few years and I have always absorbed these cost, now to the near detriment of my business. I honestly believe if I have any more orders that get stuffed up by courier companies and my customer requests a refund I will be out of business.

So pull your fingers out Fastway Couriers and Australia Post and do your friggen job. I am tired of having to deal with problems caused by you. I am tired of dealing with your so called customer service staff and their indifference. I am tired of having to wait WEEKS for anyway to even bother to look into an incorrect delivery! Do you think MY customer is happy waiting this long?? NO THEY ARE NOT. My deliveries are GIFTS which generally mean they are time sensitive so LATE or WRONG deliveries mean that the gift is no longer needed or wanted.

I am currently trying, unsuccessfully so far, to chase up an express parcel that was scanned by Australia Post as delivered but was never received. Why is this such a hard thing to do. It's not like they are new to the business of delivering parcels - surely they should have a better system in place for chasing up parcels. What's the point in tracking? What's the point in paying extra for express if it never gets there anyway?

So I am ending this week with a big fat loss, thank you Australia Post and thank you Fastways. Not only am I losing money I am most definitely losing customers. You don't think that my customers will ever order with me again when they have had so much trouble with their last order? It doesn't matter now what I do, they're not coming back and more than likely they'll tell many people, possibly even online, not to use Rainbow Designs.

Jacqui ~ disheartened Rainbow Designs owner

No comments:

Post a Comment