Michael Eriksson's Blog

A Swede in Germany

Follow-up: Deliveries

with one comment

My DPD-package (cf. [1]) has unexpectedly arrived: I had explicitly, per web-interface, chosen Saturday as the date for the next delivery attempt. Today, Friday, I came home to find the package standing between the house-door and the stairs, where any of the neighbors could have walked off with it.* Apart from the risk of theft, this approach denies the recipient the right to turn away a delivery for reasons like a damaged package** or a cancellation of an order—and it removes any proof of delivery, to the disadvantage of the sender***.

*Not that I consider it likely that they would; however, if we look at the overall number of daily deliveries, it is a virtual given that a considerable loss of property will ensue, even should the likelihood be small in any given case. Correspondingly, such careless treatment of deliveries is inexcusable, unless the recipient has explicitly consented to it (I had not).

**Note that a blanket rejection of anything with non-trivial damage to even the outside of the package is a common recommendation,

***For instance, here I could have just claimed never to have received the package, demanded my money back or a replacement delivery, and no-one could have proved that I was lying. At best it would be word-against-word vs. the deliverer, and due to risks like a mistake in house or a later theft, even a good-faith claim by the deliverer would not be sufficient evidence of delivery.

Worse: The product turned out to be damaged. One of the sides of this shelve has a crack and a bit of a curve in the area surrounding the crack. Unless the product was faulty leaving Hornbach’s care, the delivery service has obviously been so careless that the package has been bent and the product damaged. (A similar bent is present on the other side and the back, but to a far lesser degree and without cracks, likely because the cracked side was on top during the bending.) Fortunately, the shelve could still be put together and looks to be functional enough, so I have decided to live with the beauty error rather than taking on the hassle of trying to return the defect product and starting over with a new wait for a re-delivery. Of course, this is a manner in which the sender can actually profit from poor deliveries: if it is too much of a hassle to receive corrections, then fewer people will ask for corrections. (However, once the rest of the delivery, expected for Monday, has played out successfully or unsuccessfully, I will communicate the repeated problems to Hornbach and demand a partial refund—not because it is a worth-while use of my time, but because it is important to signal that events like these are not acceptable.)

As an aside, the package weight was as much as 31 kg (not the 26 mentioned in [1]), which is considerably more than I had anticipated for the smaller shelve. The larger shelves, if and when they do arrive, I will almost certainly have to carry up in pieces. (But I stand by my claim that any of the neighbors could have taken it, even if some, like the old lady on the first floor, might have needed a collaborator—I hand no problems with getting it up to the third floor single-handedly.)

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Written by michaeleriksson

April 12, 2019 at 7:26 pm

One Response

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  1. […] 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 […]


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