Michael Eriksson's Blog

A Swede in Germany

Deliveries

with 5 comments

The never-ending story of eCommerce continues. I had moved my shelve order to Hornbach, and the ordering was surprisingly free of problems. The delivery? That is a different story…

  1. The delivery has been divided into two parts in a customer hostile manner. This forces me to be present on two different days over long stretches of the respective day. In my* case, this is a limit on what I can do when; for many others, it could imply having to take two days of from work, instead of one. Generally, web stores (and post-order companies, etc.) seem to be completely oblivious to the problems caused by having to take a delivery.

    *I am still on a sabbatical, and have, besides, decided to give professional writing an attempt at its end. Correspondingly, I have no office hours, no colleagues that need me, no supervisors who might dislike my absence, …

    It is possible that this division makes sense for Hornbach, e.g. because different products might have been stored at different locations, but the coordinating effort cannot have been that large and costly. Moreover, looking at past experiences, I would not rule out that they unreflectingly send certain* products with one type of delivery and others with another—even when part of the same order. For instance, in December 2016, I tried to address the furniture issue the first time around. Placing a large order with IKEA, I decided to throw in a bath-room mirror—taking for granted that it would be delivered in one go with all the larger items, saving me a trip to a store to pick one up. No: The mirror was sent separately by DHL, incurring an additional cash-on-delivery fee, and causing me more** effort than if I had picked it up in a store… (At that point, I canceled the entirety of my order, this being the last straw after a series of problems.)

    *Here e.g. by the criterion that this-smaller-shelve-is-small-enough-to-be-accepted-by-DPD vs. those-two-big-ones-are-too-large-for-DPD (cf. below).

    **DHL implies that I have to go a DHL shop several hundred meters away and up a steep hill. There are stores with mirrors that are closer to my apartment. There is far less hill to cross, and I would not have the additional volume of the packaging materials to cope with. Obviously, the stores have no cash-on-delivery fees either… (And delivery to a neighbor, which I loathe to begin with, was practically ruled out by the cash-on-delivery.)

  2. One part appears to have been sent by DPD*. My first sign of any activity from DPD was a notification that I found in my (snail) mail today: allegedly, two calls had already taken place and been unsuccessful. This might or might not be true (I do not spend the entire day in my apartment), but why no notification after the first attempt? Besides, who tries to deliver a 26 (?) kg package of some bulk without prior notification?!?

    *A DHL-style delivery service.

    I have now requested delivery for Saturday. I was given no indication as to when on Saturday this delivery might take place. By all means, I understand that times can be quite hard to predict for this type of delivery (e.g. due to variations in what other deliveries take place on the same day). However, by not even mentioning e.g. “morning”* vs. “afternoon”, after or before a certain time, or similar, DPD effectively locks me in the entire day until delivery takes place. Similarly, I have no idea whether I can sleep long or must be awake by a certain time. Etc.

    *Of course, such statements are only sensible if being used correctly. One deliverer, many years ago, gave the choice between “morning” and “afternoon” delivery. The morning ended at 2 PM and the afternoon began at 10 AM…

  3. The other was sent by truck, specifically through the transport company IDS Logistik. It should have arrived today. At around 12:30, I heard my door-bell ring. I immediately went to my apartment-door, pressed the button to unlock the house-door,* put on my shoes, and went down the two stocks to the house-door**. Once there, possibly thirty or forty seconds after the ring, I saw no sign of anyone in the vicinity of my door, not even around the corner. I went back up again, thinking that it might have been pranking kids or something of the sort. Some time later, the stated delivery (10–14) interval started to grow short, and I visited IDS’ website to look at its delivery tracking—only to be met by the claim “04/10/2019 12:27 pm Hilden Your consignment could not be delivered because no recipient was on the location or the receiving department was closed (delivery before 16 clock).”***

    *There is no intercom, otherwise I would obviously have started there.

    **Delivery conditions were curb (“Bordsteinkante”), not apartment-door.

    ***Original text. Why in English rather than German is unclear, but I note that many a German would have problems with understanding this text. (“consignment”, “recipient”, “receiving department”, …) To boot, the reference to “Hilden” (a German town) is confusing, seeing that IDS appears to be situated in Hilden, but that the event took place in Wuppertal.

    Here, I can only assume that the deliverer pushed the bell, (metaphorically or literally) counted to ten, noted a delivery attempt, and then took off, without giving me a reasonable chance to react and without even leaving a notification*. And, yes, I do have the impression that individual delivery-staff members are often looking for excuses not to deliver.* For instance, I have repeatedly received DHL notifications of you-were-not-at-home-please-come-pick-up-your-parcel when I most definitely was at home, I have heard several colleagues relate the same experience, and the German sit-com “Pastewka” has used this scenario for material**. On one occasion, the deliverer from a post-order company claimed that he could not reach my then apartment due to a market in front of the house—there had been no such market.***

    *Something which is made plausible by rumors of undue time constraints and similar. However, pushing the efforts and costs onto the recipient is inexcusable—and has the side-effect that conditions for the staff will not improve.

    **To my vague recollection, the eponymous Pastewka is actually shouting at the delivery man that he is at home—only to be ignored.

    ***This was roughly twenty years ago, so the problems are not limited to recent years.

    I note that if so short reaction times actually were an acceptable requirement, then the recipients would land in an unconscionable situation, e.g. in that going to the toilet or answering the phone at any time in the four-hour interval would involve risking missing the delivery: Even when terminating such activities fairly abruptly, these very short times could still be used up by the time the recipient was at the door (let alone at the ground floor).

    To boot, Hornbach had stated that the delivery would be preceded by a phone call to coordinate date and time—it was not. Instead, I received an email on Monday evening, less than two days in advance, where a four hour interval in the middle of the day was unilaterally dictated by IDS. I can imagine how such delivery terms will end for many employees: “Hey, boss! Can I take all of tomorrow off to take a private delivery?”—“Are you crazy?!? We have work to do. The next time around, ask a week in advance!”

The whole mess is in need of radical changes, including that delivery services start with evening deliveries, that the recipient is given legal/contractual/whatnot rights* towards the delivery service, that payment to the sender is either always after delivery or through some form of escrow mechanism,** that customers are given the say on when*** and how an order may be split into separate deliveries, and that delivery services be prevented from the large scale cheating that goes on (e.g. with blanket you-were-out notifications, cf. above). Should this lead to higher nominal costs, this is acceptable—these costs will be transparent, much unlike the current hidden costs, and likely smaller to considerably smaller on average.****

*Today, the sender is the contract partner of the delivery service, and the recipient can do nothing but complain to the sender—who usually does not give a fuck. (Cf. e.g. my experiences with Beyerdynamic. I note that this text contains the advice “Never, ever pay before delivery—not even when you have reason to believe that the business is not one of the many outright fraudulent web shops.”—advice that I did not heed with Hornbach…)

**With the seller carrying any extra costs than might be involved over payment-on-invoice, because these costs serve to protect him—not the buyer. This notably for cash-on-delivery fees.

***There are cases when this can be a valid option, e.g. when waiting on one part would delay the entire order by several weeks. Even then, however, this must be the customer’s choice, because he might still prefer the one delivery.

****For instance, an optimistic estimate of the time needed to go by the post-office to collect a parcel that was not delivered (even on a pretext) is twenty minutes. Assume an hourly net-payment of (a highly unimpressive) 21 Euro when working, and the hidden cost is 7 Euro, not counting other costs that might apply (e.g. gas for a car). This is more than the nominal price for most package deliveries. Now: How much is the nominal price likely to rise if DHL et co. actually do what they are paid to do? (The hidden cost is actually likely to be even higher, even with these cautious assumptions, because the hourly rate is an average over regular working hours, while here a marginal rate for additional time should apply, e.g. through the over-time rate at work.)

Advertisements

Written by michaeleriksson

April 10, 2019 at 7:49 pm

5 Responses

Subscribe to comments with RSS.

  1. […] DPD-package (cf. [1]) has unexpectedly arrived: I had explicitly, per web-interface, chosen Saturday as the date for the […]

  2. […] situation is very similar to my recent writings on deliveries and delivery […]

  3. […] a probably final follow-up on Hornbach ([1], [2]), I have just canceled the remainder of my order. Even now, and even after contacting Hornbach […]

  4. […] *In a number of recent texts relating to my attempts to buy shelves online, e.g. [1]. […]

  5. […] after [1], and was intended to round out the discussions in that series of texts. Unfortunately, various delivery issues ensued, resulting in another text series. A considerable delay in finishing and publishing resulted […]


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s