Delivery Horror Stories That Will Haunt You This Halloween
“I actually laughed at the driver when he handed me a bag of loose yoghurt.”
Delivery horror stories, most people in the UK and wider world will have them and will be only too willing to share them with you should you ask. Whether it’s taking photos of delivered goods in unsafe places or damaged goods on arrival, poor delivery experiences are a nightmare for your customers and may damage your chances of repeat business.
With the spooky season (and busiest time of year in terms of deliveries) fast approaching, lets explore some of the wildest delivery horror stories on Trustpilot along with some helpful tips on how you can avoid such incidents in the future.
Descartes’ Top 10 Delivery Horror Stories
1. "If it were possible I would give negative stars”“It was just dumped and left”
"If it were possible I would give negative stars. I haven't received the goods I purchased. I have complained 10 times and each time the complaint has been closed reporting "items delivered". I have stated multiple times the home in the picture isn't even my home. I have asked multiple times for a supervisor and simply get passed around with irrelevant responses. Absolute garbage customer service!!! Never shopping there again."
https://uk.trustpilot.com/reviews/670ec360e681b96bf9a5c071
With 22% of young people choosing not to purchase again from a retailer after a negative experience, it's important for customer support to respond rapidly and avoid losing customer trust. They can do this by requesting feedback right after delivery, sending an alert notification to customer support so the problem can be actioned swiftly.
2. “It was just dumped and left”
"I have been a customer for years, my hauls are always between £100 and £300. My last order, I received a mirror with a scratch on it and the other half of my order was dumped by the driver in a communal hallway by the main entrance where passersby could see it. The package went missing and the picture clearly showed it was just dumped and left."
https://uk.trustpilot.com/reviews/66e52daaf378de4664d4bc0a
3. “I think 50m away is stretching the point somewhat.”
“The tracking message claimed it was delivered to a safe place "the door" - I think 50m away is stretching the point somewhat.”
https://uk.trustpilot.com/reviews/66ea92a45873c28181c4a485
4. “Who leaves parcels on the front doorstep for the world to see and in direct sunlight when you have got raw meat in a box?”
“When a previous parcel has arrived the box has been put in the wrong safe place and left to bake in the sun for 5 hours before I’ve got home, use a bit of common sense, who leaves parcels on the front doorstep for the world to see and in direct sunlight when you have got raw meat in a box?”
A common theme found across these stories is deliveries being misplaced in unsafe locations. As shown in the stories, packages are likely to be stolen or damaged, leaving a bad taste in customers' mouths. A good way to stop this from happening is by enabling two-way communication between the driver and customer throughout the delivery journey, this lets the driver confirm the correct delivery location in real-time, resulting in a successful delivery.
https://uk.trustpilot.com/reviews/66ea50d0bd698699b1fdd320
5. “There was a half-used bottle.”
“Horrible experience. Delivery order was missing some items and some were delivered open and there was a half-used bottle.”
https://uk.trustpilot.com/reviews/66e88fbc5ac7de171b7fbc29
6. “The box was in horrific condition and there was ONE shoe ????”
“Shocking service. The order arrived on time however the box was in horrific condition and there was ONE shoe ???? Spoke with a member of customer service and they suggested I drive 40 minutes to have the shoes exchanged or return and they will send a Replacement.”
https://uk.trustpilot.com/reviews/66e17acd2507de146d1c7157
It goes without saying that drivers play a important part in a successful delivery story.
There can be several causes of packages left in unsafe places or arriving in “horrific condition” or “half-used". One possible cause is poor delivery driving or inappropriate behaviour.
Companies should set clear driver standards and have a way to measure and track driver performance. This can be done by providing training and integrating in-cab cameras and telematics, capturing the driver’s behaviour throughout their journey.
Electronic proof of delivery will also capture any issues before they become a bigger problem.
7. “They're getting so bold now. Thieves!!!”
“I have been a customer for a while but I will not be anymore. Big parcel was expected to be delivered on 09/09. I managed to view CCTV from the concierge on the building and it shows the delivery driver pretending to take a photo on the stairs leading to my flat and then walks away with the parcel. They're getting so bold now. Thieves!!!”
https://uk.trustpilot.com/reviews/66e52daaf378de4664d4bc0a
8. “The driver pretended that he only had one of my parcels when in fact he had all three”
“My parcel was due on Saturday 14/9/24 and nothing arrived when it finally did arrive the following Monday 16/9/24 the driver pretended that he only had one of my parcels when in fact he had all three as I was informed all three were with the driver on the tracking page. Several excuses were made at the door by this male driver including the most famous “it must be at the depot”. When challenged and I said I would be complaining he miraculously went to the car there and then and magically all the parcels arrived.”
https://uk.trustpilot.com/reviews/66ea8cb7eaf986ef6386e229
These two stories are unique as they relate to ethical issues rather than a tangible problem with a clear solution. Moreover, it reflects badly on the delivery company and retailer, potentially hurting their image.
Situations such as these could be addressed by reviewing HR processes for recruiting and evaluating existing employee incentives. Doing this can reveal gaps and therefore potential to improve and nurture employees' pride in the company.
9. “I actually laughed at the driver when he handed me a bag of loose yoghurt.”
“The driver was late, there were a number of missing orders, a bag of mouldy apples and two sets of yoghurts that had exploded everywhere. I actually laughed at the driver when he handed me a bag of loose yoghurt.”
https://uk.trustpilot.com/reviews/66e5951935f91ace83e82f8b
From late deliveries to damaged items, this review covers an array of problems that are sure to put customers off.
Customers hold timely deliveries at high value and expect that promise to be fulfilled. Late deliveries will make customers lose their trust with a courier service or retailer.
Providing dispatchers with live updates on a delivery fleet's progress has huge benefits. In case of any disruptions or changes, managers are alerted in real time, giving them the chance to resolve the problem without disruptions to delivery times. Additionally, proof of delivery software can help capture images of damaged goods which helps with back-end processes.
10. “Parked vehicle was hit by one of the delivery vans”
“My parked vehicle was hit by one of the delivery vans and just drove away, thankfully someone witnessed the accident and let me know.”
https://uk.trustpilot.com/reviews/66db7a20edd8b88b613be9b4
It’s important that drivers complete training around compliant driving standards. In addition, managers should monitor drivers’ hours, vehicle safety checks and all regulations along with it. Finding an efficient way not only to monitor compliance data but also to store and inspect the information for quick action, will help ensure that drivers are compliant with DVSA driving standards.
To Conclude
Being aware of not-so-favourable delivery experiences helps empathise with customer challenges, while also learning what aspects of your operations can be improved to ensure customer success.
In 2024, 67% of consumers in Europe and North America still experience delivery problems. At the same time, the number of online purchases made by those consumers is expected to increase over the coming year. Hence, it is more important than ever for retailers to raise the standards of their home delivery experience.
In the current landscape, consumers have higher expectations and specific requirements regarding their delivery options. This is why it's important to offer a variety of delivery options, catering to different consumers' needs and improving profitability and customer satisfaction as a result.
Descartes offers solutions that ensure customers get a delivery experience that promotes loyalty and repeat purchase. Make sure you consider the above stories when you are working on your fulfilment strategy for Q4 so that your customers don't get spooked this Halloween.
