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I had a parcel sent to me from Qvc on the 30/06/05 by the wonderful White Arrow group.
I also had a parcel sent to me from Qvc on the 04/07/05.
I also had another parcel sent to me from Qvc on the 07/07/05.
After waiting in all week with no parcels turning up, i contacted White Arrow and was told it was on the van and i would receive it that day. By 2pm i thought i would double check and phoned them again and was assured it would be delivered that day.
The following morning with no parcel delivery,i phoned again and was told i had moved(wish i had known),i explained i had not moved and had lived at the same address for the last 8 yrs,only to be told by some snotty attitudal woman that i had indeed moved as the driver had knocked the door and been told by a woman i had moved, and because i had moved it was no longer on the van.
At this point i would like to point a few things out......
I live in a block of 5 flats which has a door entry system so its impossible for him to knock my door, as 3 of the residents work away and 1 only comes back weekends, 1 does not get home from work till 10pm, and the other comes back every six weeks, and at this point the other is housebound, so that only leaves me and i think i would know if i was a woman or if indeed i had moved.
After explaing this to the woman on the phone, she then proceeded to row with me that the driver does not lie (yes, i know what your thinking,i know where i live and who i am).I then asked to speak to a manager, and was told he would phone me back.
After a few hours of waiting i phoned him and spoke to Dave the manager from Aylesham/canterbury depot (we have spoken before surprise surprise).
I was informed that i had moved etc, i argued this point( i think i had a valid reason)and stated that hthe driver could not have delivered it to my address etc etc.He assured me my parcel was now on the van and would be delivered that day( the woman you will recall, said it was not on the van as i had moved,but Dave assured me he himself had put it on the van.
I asked about the other "missing" parcels and was told he would look into it.After another hour or so the 1st parcel arrived HURRAH !!!!.It was not the same driver when i asked had he been the one from the day before.After another 20 or so mins my intercom buzzed once more with the same guy with another of my parcels.
After a few more days i phoned Qvc about the last parcel and was told it was despatched on the 30/06/07 (date now being 21/07/05) i phoned White Arrow and was told that it did not exist even though Dave the manager was looking into it.
I phoned their main number,spoke to the manager there and was told i would need the parcel number before they could look into it. 1 phone call back to Qvc again to get the parcel number.Back on phone to White Arrow,through to manager,couldnt find the parcel through the number i gave,then took my detailsd and found it !!! yes,im now as confused as you.
I was told it had been signed for on the 04/07/05 by a completely different name to mine.Back on the phone to Aylesham,through to Dave,i must point out that i recorded the call and told Dave i was recording it and that seemed to get me a bit further than previous calls, i explained it all again,he also said it had been signed for, but he would get on to the driver about this, well this time he did call me back (don't suppose recording the call had anything to do with it)and said driver had confirmed this and he would send driver round to see me that day before 3pm as i had to go out then.
Just after 3:15pm i go out where i come across the driver 2 roads away but assures me he was on his way to me.
This is where it gets amusing..
The driver told me he distinctly remembers he had come to my main door and just before ringing my intercom, a guy walks down the hallway of the secure building and asked if the parcel was in my name,the driver said yes, gave him the parcel which the guy signed for in a different name and walked off down the road.I questioned the driver on what this person looked like , but although he remembers very clearly the day,time,where the guy come from,what he said to the driver and he walked off down the road with a rather large package, he cant remember anything regarding his age,race,clothing etc.
However all you suspicious people, the driver came up with 2 theories
1) maybe he was visiting one of the other flats (yes the ones nobody is in all day etc)and as he was leaving he saw the driver, guessed my name and he stole it !!!!!!!!!!!!
or theory number 2 (this is my favourite)
Someone got into the block of flats and waited around most of the day hoping that a courier may turn up with a parcel that he can guess the name on it, sign for it in a different name and run off down the road with it.
This is the point we have reached now, Qvc are starting an investigation and White Arrow are not interested in any of it.
My advice is...................................well i think you can guess my opinion on them and the lack of proffesionalism they have shown.
If in any doubt, do not ues White Arrow unless you have no wish to see your goods again, you have nothing better to do all day than sit on a phone talking to incompetent people or you just like being fobbed off.
It seems almost pointless to add any further criticism of White Arrow, from the previous reviews everything has been said before. My experiences are as follows: Parcel One due from QVC, I was advised that the delivery would be 5 to 7 days, so from day 5 I sat at home and waited until day 8. On telephoning white arrow I was told that the parcel would be delivered the following day, once again I sat at home all day with a clear view of my front door, as you have guessed.... no delivery. Day 11, delivery arrives with a sticker on the box referring to an unsuccesful attempt to deliver the previous day. Parcel two almost the same situation, again a sticker referring to an attempted delivery, this was an outright lie. Parcel three amazingly this was delivered in the advised time scale. Parcel four, now it gets really beyond belief. This delivery was critical for a birthday present which was two and a half weeks hence. Once day seven had come and gone, I telephoned White Arrow who said that delivery would be the following day, youv'e guessed it, no delivery. Now I thought it was time to complain to QVC, imagine my surprise when I was told that White Arrow had attempted to deliver three times and couldn't get any reply, so they (White Arrow) had returned the goods to QVC! Parcel five Today is Tuesday 16th Dec and I have not left the house since last Wednesday the 10th, I am awaiting a parcel which White Arrow customer services (WHAT), tell me had been loaded on the vehicle on Friday 12th and may be delivered today the 16th. All of the above items were ordered from QVC, my complaints have been passed on to QVC and I have requested that any future deliveries come by a courier who takes some kind of pride in the business. Parcels sent by Royal Mail always arrives within 3 - 4 days of ordering. Having been a transport manager for a Unilever company, I believe I know what a promise
to a customer means, a promised delivery date MUST be achieved, if for any reason this can not be done, the customer MUST be advised in time for the customer to carry on with their life. a note to QVC You provide an excellent service which is being erroded away by a company who couldn't give a toss for the disappointment or inconveinience they cause.
After sitting here reading all these reviews I thought I would put across an opinion from someone who works in heavy goods. Customers think they have the right to be rude,obnoxious,insulting and downright demanding to us.Well,let me tell you this,YOU CAN'T. When I recently asked a man to stop swearing at me on the phone his reply was "You are paid to be spoken to like that." I DON'T THINK SO MATEY!!!!! You forget that we are human beings too with feelings and to be spoken to like that all day, every day is not nice. One good thing about it is if someone comes on the phone and totally pisses us off then we have the ability to cancel the goods and send them back to the supplier. It doesn't mean a damn thing to me if you ain,t got a cooker to cook on,a bed to sleep in or a suite to sit on. Talk to us like crap and thats what you get.
i make this reveiw only a few moments after my window was hit by white arrows delivery of a parcel for a neighbour, as i am in an upstairs flat, i found it quite amazing that the delivery of this parcel to fly at my window. and by the time i got up and through the door i was sitting next to, the driver was off. i contacted the call center who refused to give me any details like the depot it was from, the managers name, the drivers name, the depot's telephone no. and point blank refused to beleve me. after several calls i found it was from a depot miles away, and i called it, and told them if they wanted to retreive this parcel today in the one piece i had it in, the same driver was to come and collect it, the line went dead. i mearly wanted to show the driver the damage he had done and gain some form or apology. as the firm are treating me like some kind of fool, i shall treat them like a fool too, i shall be sending reviews of the quality of service to some of their larger customers, and hopefully smash there dirty reputation a little more. i understand that some of there large customers include great universal group of catalogues, argos, and readers digest. if these and other companys like them are of a respectable nature to drop the contracts for a firm that employes people who care not to damage other peoples goods. i hope share holders realise who they are buying in to as they are a bad company with poor service, and too much money, and all companys like this go bust..... eventually.
ive been expecting a delivery form qvc for the past week. luckily i was in today when the driver arrived. unfortunately, i was in the bathroom. the driver, however, chose to ignore the bell clearly situated next to the front door and use the letterflap as his means of communicating his presence. i could not hear this, and as i made my way downstairs, spotted the card as he dropped it through the letterbox. i rushed to open the door, only to see him speeding out of the cul de sac. i called the number listed on the card only to discover that in order to receive my delivery, this centralised call centre, based several hundred miles away would have to send an email to the depot, who would then attempt re-delivery in 3 working days. when i asked if i could contact the depot to ask if they could radio the driver to double back, i was told to contact directory enquiries, they (at the call centre) were unable to help, but i could drive the 30 miles round-trip to the depot if i wished and collect it myself! on calling directory enquiries, i was given the same telephone number which was on the card and the one i had just called! having worked for a courier service in the past, i am disappointed to learn how far standards have fallen. we shall see how long it takes to for my parcel to arrive. watch this space.
I have had 2 bad experiences with White Arrow couriers in the past six months. The first was last summer when I waited over FOUR months for them to collect a kitchen blind and return it to a mail order catalogue company. I was on the phone to the catalogue company every week and would receive the same reply: White Arrow records showed that they apparantly had tried every single week, but had either "run out of driver time" or "thought they'd collected" Strange?? The blind was never collected. The second unpleasant experience is still continuing now. I have some faulty goods from QVC which are awaiting collection from..........Yes, you've guessed it, "White Arrow". The initial request for collection was made on 8th December 2002. Today, after half a dozen phone calls to QVC, who are always so helpful, I discover that White Arrow have cancelled the collection request because they think they have tried to call at my home on 3 occassions but I was not in. Funny, I thought as there have never been any calling cards this time either?? I finally tracked down a phone number for White Arrow today and rang them: They say, yes, their driver tried to collect on Dec 16th, Dec 20th and Jan 7th. I was not amused to discover on reading my diary and shift rota for work that I was home ALL day on all three days! Guess I'm stuck with this parcel too.
I do a lot of my shopping over the internet. Most times packages arrive in a short time, but with White Arrow express, my packages never arrive. I am not sure if I have ever had one successful delivery from them. Whenever I have queried an item with a home shopping/internet shopping company that hasn't arrived, I always find that it has been returned to them. This is my experience with White Arrow Express. I am always told that White Arrow Express has tried to deliver a number of times, no one home, have left a card through the door and eventually returned the package to the sender. I find this really frustrating as I have never seem one of these cards that have been supposedly put through my door. Although I have emailed their customer service in the past and find them to be quite helpful and they do try and sort the situation out.
I can't believe the lack of respect White Arrow has for some of it customers. Every month I receive should receive a parcel on approximately the 20th, but can be waiting up to two weeks extra for delivery. This month I did find quite amusing I admit, I found the delivery note for my parcel through my letterbox, but no parcel. The slip read 'We have left a parcel......IN THE BUSH' (?!?!), the bush being in the front garden, near a main road where anyone may have seen it. Luckily it hadn't been raining heavily but the carboard packaging was slightly soggy. The parcel had been small enough to fit through the letterbox which was what annoyed me most for it contained paperwork which could have easily been damagaed. My friend had exactly the same problem, same day and what a surprise, same delivery company. A parcel for her had been left in the trees outside her flat even though the delivery note said it been left outside her front door, consiquently the parcel was stolen and she now has to wait goodness knows how long for another parcel to be put together and sent out. Both parcels could have been easily left with a neighbour and we are appalled with the fact the delivery driver must have been too 'lazy' to think of this and be on their way.
The worst parcel delivery service i have ever had the misfortune to use. - Advantages: None in using this company again - Disadvantages: Poor Customer Service, Upto 3 Day Re-delivery, No Contact with the Driver
Must listen to customer complaints/comments and act upon them in order to improve. - Advantages: Excels in poor service, Parcels left on doorstep to be damaged by the elements - Disadvantages: Does not anticipate people out working when delivering, great difficulty in tracking down depot contact phone numbers
A very basic delivery service, no corners un-cut. You might be lucky, but so much hassle if yr not. - Advantages: Presumably must be cheap for the sender - Disadvantages: Unable to deliver on a specific day, Customer support has no actual knowledge of the current status of any parcel, In my experience, much slower than all others!
White Arrow tried to deliver a parcel to me last week & left a card saying that they would try again in the next 3 days. When the parcel hadn't arrived 4 days later, I rang White Arrow. They said that they had returned my parcel to the sender (without actually trying to deliver again, as they had promised) because the house had 'appeared empty'. In fact, we are in a 1st floor flat with lots of wind-chimes etc in our windows, so it should have been obvious that it was inhabited. Also, the driver should not have left a card saying that he would be coming back when he was actually going to return the parcel to the sender. I have cancelled my contract with the company who sent the parcel & explained that it is because of the carrier they use. I would NOT recommend anyone to use this company.
This morning my boyfriend took the morning off to wait for a soaf bed to be delivered. We ordred it form Argos and knew we were in for trouble when we heard the delivery people were White Arrow. First up they said it could only be delivered in the morning or the afternoon (how specific!) So he took time off work but had to leave by 10.30am to go out we told them this and they said they would make a note for the driver, who suprise suprise, turned up at 11am! god knows when i'll get it now as they don't offer weekends and we both work in the city all day I would rather just go and collect the thing myself but I now seem to be in a system I can't get out of!