So, I wanted a NAS Drive and HDD. Dabs.com was well recommended, and the cheapest price. Excellent.
Order placed on Sunday 20th November, standard free delivery, to arrive by Friday 25th November. Website easy to use and informative though a query about included cables was never replied too.
Confirmation email from Dabs on Monday evening, thanking me for my order placed on Monday evening. Umm, no.
Item despatched Tuesday 22nd, estimated delivery was Thursday. Courier listed as DHL, tracking linked to Yodel. Later found out that DHL doesn't exist now, it's Yodel.
I never got an "item has been despatched" email or SMS.
Wednesday 23rd, package has arrived at my local distribution centre. "In transit, but possible delay". No idea what that meant. The following day, which was the expected delivery day, the status hadn't changed. I called Dabs, they looked into it and were going to email me with an update. They didn't.
On Friday, no delivery, and no change to the status. Called Dabs again. Kelly was terrifically helpful. She said that she had not been able to contact the courier for other clients, would escalate it and call me back. She did, although to say still no response. Rob, who was also very helpful, said that if there's no tracking activity for 3 days they will re-send.
By Monday there hadn't been any tracking activity, so on Monday morning Rob arranged to send a replacement package on next day delivery. Unfortunately, he wasn't able to select which courier he used, so it was again with Yodel. It's not good to have a system in place that you cannot control or override.
For reasons I don't know, it was not packaged and sent to the courier until Tuesday, so it arrived today.
Apart from the first person I dealt with (and I don't know who that was) the Dabs customer service people were really helpful, Kelly and Rob. They shared and understood my frustration and were professional, reliable and trustworthy. The Dabs website was thorough, the prices low. All good and reassuring.
But the bad things, when trying to find out what had happened to my original delivery Dabs never found out what "in transit possible delays" meant. That's not reassuring. As far as I know they never got a response from the courier even if it was to say "sorry we lost it" or "sorry we are so busy at the moment" neither of which would be great excuses, but would be infinitely better than silence.
For an online retailer, I would expect you to use the best and most reliable courier you can. The end of the delivery is a key bit of the experience.
Why did the order info say DHL, then link to Yodel? If it's Yodel, say Yodel.
Why doesn't your system let you choose which courier to use? I understand you'll have a preference depending on parcel size, weight, destination and delivery date, but your customer service agents should be able to override it.
Why did my replacement order, placed on Monday 28th for next day delivery not get dispatched until Tuesday, so not received until today (Wednesday)?
I'd like to use Dabs again, because their prices were low, the website clear and informative, and the customer agents terrific. But I will be reluctant to whilst they use Yodel, can't be relied on over delivery dates and can't override courier settings.