Delivery delay: “my package was delivered to the other side of the world…”

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Who has never had problems with package delivery? More than three-quarters of people who took part in a recent OpinionWay survey for Shopopop received their order late, damaged, broken or even stolen.

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– In 2023, e-commerce recorded a turnover of 159.4 million euros, according to the Federation of e-commerce and distance selling.

Like many French people, exactly 42 million in 2023, Flavie Verrey, a sophrologist from the 16th arrondissement of Paris, regularly orders online. And just as regularly as it should have been wasting time ends in a nervous breakdown when receiving the package. For example, for this small camp bed purchased a few days ago from e-commerce giant Amazon and for the delivery of which she took the morning off on Tuesday, May 14. “I didn’t leave the house, I stayed by the phone so I wouldn’t miss the delivery man’s call, to no avail. He finally arrived in the middle of the afternoon and claimed he didn’t have a digital code…», exasperates Flavie Verrey, pointing out that the digital code is written on the label of the package, which also arrived half torn and soaked by the rain.

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Flavie Verrey is far from alone in this case. According to an OpinionWay study commissioned by European home delivery leader Shopopop and published this Wednesday, May 15, more than a third of respondents said they had already experienced setbacks – delays, damages, wrong orders – during the distribution of their package. Situations that seem to be increasing as the delivery sector grows. In 2023, according to the e-commerce and distance selling federation, it recorded a turnover of 159.4 million euros. But the distance selling market is doing wellstill struggling to deliver on its promise of efficiency to consumers.

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The “ghost” deliveryman phenomenon

Did the delivery guy tell his employer he stopped by your house in your absence, so he left the package at the relay point while you stood there with your eyes glued to your phone? You have become a victim of what is called a “ghost” delivery person. A phenomenon that concerns 45% of people polled by OpinionWay, half of whom live in the Paris region. There are two additional inconveniences to the “bad faith” delivery man who pretends to visit the customer at home and who wastes the time he would like to save by making him walk the relay. “More than three-quarters of those surveyed received a damaged package, sometimes with broken contents. For others, it was either delivered to the wrong address or stolen. In the end, it happens that the delivered package is not the one that was ordered», says Eléonore Quarré, Consulting Director of the Opinion Division of OpinionWay.

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Flavie Verrey, who reported delivery difficulties, had to face almost all of these scenarios. “Once, after three days of waiting for an order, always done on Amazon, I called them and they told me that I had received the package, before I finally realized that it was delivered to the other side of the world, to Canada. I was really hallucinating there and apparently I didn’t get any compensation for the delay”, exclaims the therapist. Who ever got four pairs of gloves instead of slippers…

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Delivery to the place of transfer, ultimately more convenient than at home

Failures to put into perspective, according to Eléonore Quarré: “The COVID-19 crisis has made it possible to accelerate the development of delivery systems with smarter methods, theoretically even for some businesses that did not use them before. So online orders are increasing, and at the same time, consumers will more easily use social networks to complain and attack brands with which they had disputes. This is why we have the impression of an increase in delivery problems, but in reality this is not the case.»

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