Atrocious service from UKmail

[Anonymous]

After reading a few blogs (some of which are on here) I can confirm that it's not just a case of being unlucky when it regards delivery problems with ukmail.

Here's how my day has been, it seems many others are having similar days thanks to o2 using a delivery service substandard to yodel,
- a delivery service who does not provide the advertised services, and who lies to customers.

At around 9 this morning I received a text stating that my order would be delivered between 12:31 and 13:31 (not should be, would be. ) That time came and passed with nothing at my door and no calls. I checked the tracking number and it had been out for delivery since 6am. At ten to two I call ukmail, who assure me the device will be at my house soon, and tell me they will contact the depot and call me back. Not best impressed considering the wording of the text, but that's fine.

Multiple hours pass, it's now half past five. I call up O2, who contact ukmail on my behalf. Ukmail assure o2 (who in turn assures me) that the device will be at my house by 6pm. 6pm comes and goes, still nothing. I call ukmail again and explain the situation. He then explains to me that the driver hadn't even bothered to attempt the delivery, and that the
device was back at the depot as of 20 minutes ago. He then also tells me that they got a reply from the depot 20 minutes after I originally called. Did they call me like they said? Nope.
He explains that he's shocked that the subcontracted driver didn't even attempt delivery as he would not have got paid. I was under the impression that o2 pay for ukmail employees and vans to deliver brand new devices, not subcontractors. Anyway he is explains to me that he can upgrade me to Saturday delivery, and assures me that it will be at my address tomorrow. After the call I check the tracking again only to see that it has been marked as delayed (common practice for ukmail) and that it is expected to be delivered on Monday. I call o2, after explaining she says '' right, let's see what story they've spun this time'' and calls them. After about half an hour she comes back and says that it can't be delivered on Saturday because of '' some construction work going on somewhere'' (what a load of c**p).

So basically I was supposed to get my device today, I spent all day on the phone or looking out of the windows. I missed out on work and lost money. I got lied to over and over again, and my 10.5'' tab was bouncing around some subcontractors boot for 12 hours. I'm appalled by the '' service '' iv recieved so far, and even more appalled to find that this is happening on a regular occasion to o2 customers. O2 clearly know the substandard quality of the ukmail '' service.'' Why are they still using them?? After everything I've read and heard today it's clear that ukmail simply cannot be trusted to deliver devices to customer on time. I don't think it's even going to arrive on Monday. My contract started today, meaning more time on the phone rectifying other people's mistakes and losing out on work. This has caused so much stress that if my device hasn't arrived by Monday, I'm cancelling the contract. Being lied to over and over again makes you feel like a substandard civilian, and this has genuinely ruined my day!

Can anyone shed any light in why this keeps happening to customers and o2 do nothing about it? Like I've said I get better service from yodel.

[Anonymous]

Thanks for the help, and I'm glad things haven't been like this for you! I'll get to grips with the site once I'm on the comouter/ tab I'm sure. Typing on a phone screen is not quite my style.

As for the problems regarding where you live, I can dispelled that right away. My partner had an o2 phone delivered, by UK mail two days ago, and the service was faultless. It seems to be 50/50, you either get a great service or an atrocious one. It depends on the drivers mood, and the level of work in my opinion.
I failed to mention that they also informed o2 that the driver was too busy to make the delivery. I have multiple concerns with this. Mainly if drivers are too busy to make deliveries in the paid for time frame, then it's time for more drivers or a cut down of work load surely? They are serving a corporate client (o2) and they need to be able to provide a professional service. I simply don't understand why o2 use UK mail - it's like hiring a karaoke singer to perform a concert at Wembley. The company simply cannot meet the deadlines. In my opinion - they are completely overwhelmed

[Cleoriff]

It certainly seems very hit and miss... I agree it is poor practice to keep people waiting with little or no communication.

My son had a similar problem last year with his new phone. He was working and could not get time off. Fortunately he got them to agree to deliver it to me. I got round the time issue by saying I worked nights and they had to deliver it before 11am

They did......(this was before they did 1 hour time slots)

Either way its appalling practice and I do hope it gets sorted for you soon as...:smileywink:

[Anonymous]

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@Anonymous wrote:
Thanks for the help, and I'm glad things haven't been like this for you! I'll get to grips with the site once I'm on the comouter/ tab I'm sure. Typing on a phone screen is not quite my style.

As for the problems regarding where you live, I can dispelled that right away. My partner had an o2 phone delivered, by UK mail two days ago, and the service was faultless. It seems to be 50/50, you either get a great service or an atrocious one. It depends on the drivers mood, and the level of work in my opinion.
I failed to mention that they also informed o2 that the driver was too busy to make the delivery. I have multiple concerns with this. Mainly if drivers are too busy to make deliveries in the paid for time frame, then it's time for more drivers or a cut down of work load surely? They are serving a corporate client (o2) and they need to be able to provide a professional service. I simply don't understand why o2 use UK mail - it's like hiring a karaoke singer to perform a concert at Wembley. The company simply cannot meet the deadlines. In my opinion - they are completely overwhelmed

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Hi,

I would think like most businesses they look at courier companies ,and ask for a tender for costs ,and hit for the middle one. (Just my best assumption)

[MI5]

It's only a question that O2 can answer without assumption and with any level of accuracy.....

[jonsie]

There will be other factors taken into consideration too. It's not always about cost although it's obviously one of the criteria.

[Anonymous]

I agree that costs will be a factor but every good business needs to find a balance between service and costs. I would completely understand if this had only occurred a handful of times, but it doesn't seem that way. I do believe UKmail need to re-evaluate their logistics for a few simple reasons - such as the inability to contact drivers whilst they make deliveries, the poor contact that customers have with UKmail (and in turn the poor contact that UKmail have with depos- they only have email contact,) and the levels of work they are giving to drivers. I’ve read that drivers get up to 130 deliveries per day and that deliveries have to be missed because there simply isn't enough time. The reason my delivery was missed was because the driver ‘didn't have time to make the delivery’ - UKmail are a delivery company, they have one primary job – to deliver parcels, on time.

I would understand any problem that the delivery experiences if the customer service was honest and polite, but this is far from the case. Up until yesterday I had no problems with O2's customer service, but they’ve failed me today also (credit where it’s due though, they’ve done a lot to help!). If the customer service department says they’ll call you back, they should. The customer service department again has one main job- and that’s to provide a bridge between customer and corporation, maintaining the image that the corporation wants to represent. I'm sure O2 don't want to be perpetrated as providers of false promises. Anyway, here's the latest update:

The last call with O2 yesterday ended with "We’ll call you back tomorrow morning to establish your preferred delivery time with UKmail." (Not direct quotes, but close enough ) I told them multiple times that it should be as early as possible so the courier has time to deliver the parcel (what a joke.)

Of course this morning there was no call. No email, no text, nothing. I call O2 after doing some decorating at about half past 2 and I'm told that the depot is closed, so contact will be difficult. I really should have remembered they close at 12 on Saturdays, but then again I should have been called in the morning! The O2 representative manages to get through to someone at UKmail, but this someone has no direct contact with the depot or courier. He tells O2 that the time slot is booked on Monday for 12:31 to 13:31. This is the precise time it was estimated at yesterday - so what's to stop him running out of time again?! When my partner’s phone was delivered there were no problems - the time slot was for 11:30 to 12:30. Right before lunch break if you ask me. By that logic my time slot is during lunch break.

Anyway the UK mail representative has stated that he is leaving a message with depot to have the item delivered as early as possible on Monday. I now have no clue when it's going to be delivered, as early as possible or during the time slot? More wasted time on my behalf waiting around.

We’ll see what happens, but not much improvement today at all. I highly doubt it’s arriving on Monday to be brutally honest, and again to be honest – it’s gutting, and a pain in the A**e!

And now to wait

[Anonymous]

All your asking for is reasonable !

I will keep everything crossed for you that the delivery takes place as scheduled.

Looking forward to hopefully a positive next update and you can get on with using your gadget and move on.

[Anonymous]

I would like to think so, although I do feel like I'm burdening the corporation

Thanks very much! I'll hopefully have a positive update on Monday!

[Anonymous]

Your asking for a service after parting with payment.

The only participant in this business transaction being "burdened" is you.

[Anonymous]

I haven't actually parted with a penny yet, but your point still stands and I'll be paying as soon as the last few days are wiped off my bill.
Received a text this morning that the item will be here between 11:25 and 12:25, great stuff.
Checked the tracking, it's not out for delivery yet. Called up o2 and they once again call uk mail on my behalf. They promise it will be here by 12, they state that tracking doesn't update on redeliveries , oh and o2 hang up on me when I start asking questions. Great start...
I have what is probably naive, but still prominent optimism today, we'll see what happens!