We’re business owners and having NZ Couriers as our “service” provider has nearly broken us. So many lost parcels. The tracking process doesn’t work properly, it doesn’t show tracking once it’s left our premises .. only when it’s arrived at the local branch and is about to be dispatched. Pointless! Overnight deliveries (which we pay $$$ for) arriving weeks and weeks later. Damaged parcels are a huge issue - and we package goods so so carefully. And yes, customers have seen couriers throw parcels that are covered in fragile stickers. The damages claim process is impossible, requires a customer to send everything back (original packaging included); get the parcel collected (trust me, if they can’t deliver efficiently, imagine what we go through getting a damage parcel collected); then we can only claim on the cost price of the goods. We have to cover the original courier cost (very expensive), staff wages, all usual costs associated with that item, and there is no recompense for the real cost to us.Our items are unique and irreplaceable. After we’ve fully refunded our customer, if that customer does buy something else, we are left to cover all the packaging and transport costs. Lost parcels .. we cover the cost of this and send recompense or replacement items to customers. The financial impact of this is huge.The number of lost, delayed and damaged parcels are significant each week. It takes up the equivalent of a day a week chasing down problems. The stress this puts on staff can’t be underestimated. They’re left fielding calls from customers who blame our business for NZ Couriers’ incompetence.We’ve lost so much money, good customers, and had a reputation impacted.And NZ Couriers response? “Services cannot be guaranteed”
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