On spec I ordered a couple of CDs online from JB Hi Fi last week, just before the current lockdown. (Parcel: JBHJ129295)Notwithstanding that the CDs were showing as scheduled for delivery from North Sydney store to Chatswood, (via Botany & who knows where else) the level of incompetence is astounding. I placed my order on 23/6/21, it was collected 25/6/21 & listed as on board for same day delivery on 28/6/21.I waited all day & was dubious by 5pm.By 6:30pm I noticed delivery was listed as delayed. Last night in frustration I used the online form to make an enquiry & received a response, requesting further information.I replied with all the details I have, only to be asked for more information.My wife called & was given a similar run around; she told them all the information was in the email & she painstakingly explained to scroll down the page to find the relevant information.The staff member said they didn't know where the parcel was & would need to call the depot!What good is a customer service department in a courier company if they don't even have access to monitor delivery tracking & don't get updates from the depot?What sort of enquiries do they expect to receive working for a courier company if not relating to delivery times & progress?I didn't choose Toll as the courier for this delivery, it was the default provider from JB Hi Fi.Next time I'll either choose click & collect, a different delivery option, or purchase from Sanity, as they use Fastway & deliveries always arrive safe & timely.I get that this is a first world problem, no one died (that I'm aware of), no one's injured or sick (as far as I know), but it shouldn't be a surprise that a customer expecting a delivery on a specific dated after being advised to expect it, would make an enquiry & expect an answer as to where their delivery is!Thank goodness Toll don't deliver the prescription medication I need that is delivered interstate by Australia Post: goodness knows what would happen to that!A missed or delayed delivery happens, there's traffic & weather & other issues, but a failed inaccurate tracking service & incompetent or under resourced customer service staff? Going by the number of negative reviews, that's too common an occurrence to be an accident.Give your staff the tools they need, don't overburden your delivery drivers, don't over promise & under deliver.If delivering parcels (the business couriers are in - freight & logistics) is too hard, (let alone informing clients of delivery progress accurately) maybe Toll are in the wrong industry
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