Home delivery problems – Target Express
I am a frequent advocate of e-commerce, though in current times such comments make one feel like a seller of wings after the flight of Icarus. I still believe it is a great way of avoiding the hordes and getting what you want when you want it. Or so I naively believed.
I recently ordered a PC after months of deliberating. I felt I should walk the talk and order online, especially as I have bought PCs from this company before and always found them very good.
Their only failure this time was in choosing Target Express to deliver it to me. Before I start, let me note that my experience is in no way based on exhaustive research and it may be that I am simply one of an unlucky few. However, I fear it reflects a widespread problem with delivery services in general that have failed miserably to keep up with the demands of e-commerce.
It all started so well. was able to track my computer online from order all the way to leaving its Irish manufacturing plant. Very exciting I thought, especially as it told me the estimated arrival was Tuesday, March 27. So on Monday I phoned to ask what time it might arrive. Unfortunately, Target Express' call centre, run by another company, seemed unable to tell me either then or later that day when I phoned again. The helpful voice promised to call me by the end of Monday so I could book time off.
By the evening, having heard nothing, I left it to fate. On Tuesday afternoon a helpful voice phoned to tell me that I could have it when I wanted it. That was today, I thought. Oh well. Fantastic, I said, can I have it tomorrow morning and I will take a half-day off, It will arrive by 12 noon, she said.
On Wednesday noon came and went but my delivery van did not. I phoned them again, each time waiting the seemingly mandatory 15 to 30 minutes to get through to the helpful voice. Not sure what's happened, she said. We will phone you back. I returned to work, seething at my wasted morning. The next voice I heard was Steve, the driver. "I am outside the flat but there's no one there." Yes, Steve, it's 2.45pm and it was supposed to be a morning delivery. "Yes, that is what it says on the box, but they only gave me the job an hour ago." I pinched myself as a reminder that I had paid them £49 plus VAT for delivery, not the other way round.
I phoned Tarqet Express' call centre. They said they would phone me back with a new time, By the end of the afternoon I gave up and phoned the helpful voice again. The phrase "We value your call, please continue to hold" was starting to grate. The helpful voice promised
me faithfully the PC would arrive Thursday. Bit of luck I had another holiday day spare, thought. Again it was to be morn ing, although the definition had now stretched to 1 .30pm.
How often does this happen, I began to wonder. Not as often as Target Express not coming the whole of the next day either, I should imagine. My excitement at receiving this expensive beige box of components had dimmed to simply hoping the delivery might turn up this financial year.
By 1.30pm on Thursday it was my onerous and angry chore to speak again to the helpful voice. "It's still in the depot," she said by way of explanation. "They can make an exception and do it for you on Saturday," she said. Well, aren't I lucky to have to stay in for the third time in a week.
Target Express' customer complaints person had an even more helpful voice, not infuriating me in any way by mentioning that they had been once and I had not been in.
You were two hours after the final delivery time, I reminded him. We will deliver as a matter of urgency on saturday. We can only apologise. What about getting in a cab and delivering it, I thought.
Is this the typical service I asked? I don't think so. Things are running pretty smoothly at the moment, you have just been unfortunate.
I really want to believe him, but something tells me that until delivery companies in general get more call centre staff, are willing to give specific delivery times that they can stick to, and remember that the customer is paying the bill, then e-commerce will continue to lose out.
The only thing to arrive on Saturday was my credit card bill.
THe PC finally arrived on Monday evening, Special Delivery.
