Avis #15502

After small issues with the app and slight delay the parcel finally has been collected and delivered

to the address as suppose to.

Re your response: Yes, you are absolutely right — there were no issues with the parcel during transportation itself. The problem occurred earlier, which is also why I based my rating on the overall customer experience rather than only the delivery.

On the original scheduled collection day, the courier arrived when I wasn’t at home. I tried to use the app to reschedule the collection for another date. The system charged me €5, without option to select a new collection date. I thought something had gone wrong, so I tried again, but exactly the same thing happened — another €5 was charged without me being able to choose a collection date. I contacted your support team, who informed me that the issue had been escalated and that someone would get back to me. A few days later, I received instructions on how to request a refund through the website. I did so, booked another collection date, and the refund was eventually processed, so there was no issue with the money in the end. However, delayed the whole process.

I also have one suggestion that could make the service much easier for customers. A collection window of 9:00–18:00 for example means that customers potentially have to wait at home for the entire day. It would be really helpful if, for example, customers could receive an estimated time of arrival by email — even just an indication of whether the courier is expected in the morning, around midday, or in the afternoon. Alternatively, a message from the courier saying that they expect to arrive within the next 2–3 hours would make a huge difference. Overall, I’m happy that the parcel was collected and delivered without any problems, and I appreciate the support team resolving the refund. Hopefully, these suggestions can help improve the experience for future customers-and for me as well, as I still intend to use your services in the future