I've booked a parcel on 2 separate occasions. Both the times the collection was delayed. It was only the second time that I understood that the TNT driver was to be blamed for everything. Now although IPS couldn't do much about it other than rebooking it, what frustrated me was that this was not told at the time of booking. Hence what was meant to be a birthday gift is now a belated birthday gift. 1. Could've mentioned in the website that certain localities are hard for the drivers to access. I would've used a different collection address like I ended up doing. 2. Had this been told at the time of booking, I would've either dropped the parcel myself or changed the pickup point. Nearby drop off points could've been mentioned on the website. 3. Would be easier on both the sides if there was a customized IPS-TNT customer front, instead of ringing IPS first, then IPS ringing TNT and then getting back to us. The parcel eventually got delivered, but there are a couple of bottlenecks that could be identified when you run a simulation model ( this is what I study). On top of everything, they have an amazing customer interactions team, which I think is the main reason the business is staying afloat. Thanks and take care.
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