LJDT
Linda Jane Du Toit
1 reviews | Active since Jun 2015
08 Aug 2018, 13:25
Dawn Wing never contacts you if they arrive to deliver a parcel
If you are a small business owner looking into investing in a courier service for your deliveries, please use any of the other couriers except dawn wing, We receive many online orders and it is always dawn wing that give problems, It is super frustrating! The drivers often make no attempt to contact the person they are delivering to, or drop a miss call or pcm but are normally gone by the time you can go out and check (we live in a complex, so to get out to the gate with two small children to see if perhaps that ambiguous contact was them is no easy feat.) Then the company sends messages saying to quote "please note the client is never at home." And even after complaining about it the exact same thing happens again and again... I have literally stopped a subscription to a product I loved because they used dawn wing to do their deliveries and it is not worth the hassle.
Helpful (0)
Replies (4)0
Replies (4)LJDT
Linda Jane Du Toit's updateReviewer Update
08 Aug 2018, 14:26This time the driver did come later and called. So perhaps I was too quick to write the review. But I have had trouble often, and I am still a bit frustrated that they emailed to say they tried to deliver before and no one was home when I was there and wasn't informed that the driver is there. Shouldn't it be standard practice to phone if you arrive at a complex gate?
I have nothing against the drivers that have delivered parcels, just the lack of communication and how quick the company was to accuse the client when it feels like the problem lies on their side.
LJDT
Linda Jane Du Toit's update08 Aug 2018, 14:26
Reviewer Update
This time the driver did come later and called. So perhaps I was too quick to write the review. But I have had trouble often, and I am still a bit frustrated that they emailed to say they tried to deliver before and no one was home when I was there and wasn't informed that the driver is there. Shouldn't it be standard practice to phone if you arrive at a complex gate?
I have nothing against the drivers that have delivered parcels, just the lack of communication and how quick the company was to accuse the client when it feels like the problem lies on their side.
Dawn Wing's replyOfficial
08 Aug 2018, 14:40Dear Linda
We are so sorry for the inconvenience caused.
Our Pretoria branch is looking into this issue and will be contacting you directly with feedback.
Please accept our sincere apologies.
Kind Regards,
Dawn Wing
Dawn Wing's reply08 Aug 2018, 14:40
Official
Dear Linda
We are so sorry for the inconvenience caused.
Our Pretoria branch is looking into this issue and will be contacting you directly with feedback.
Please accept our sincere apologies.
Kind Regards,
Dawn Wing
LJDT
Linda Jane Du Toit's updateReviewer Update
08 Aug 2018, 15:30Thank-you for your speedy reply
I do appreciate the effort.
After your call I tried to call back as I feel that I didn't explain my problem as well as I would like to.
It feels like the driver will be blamed for this, and I don't think that is completely fair. It feels like there is some problems with the way which dawn wing as a company handles deliveries,
1) In the end the driver did call this time and thus did nothing wrong. (Why I rep**** to this original post, I would have deleted it if I could, but I didn't realize that is not possible on Hello Peter.) My frustration is from many previous times that this has not been the case. I mistakenly thought the same thing happened now when I got a missed call and went to the gate to see no courier there.
2) The driver can't be expected to use his own airtime to phone clients or the head office when there is no intercom at a house. This is asking for problems as airtime is expensive and it is not the drivers fault that we don't have an intercom at our complex.
3) I still don't understand why the package was unsuccessfully delivered early in the week. A comment in an email like "please note the client is never at home" makes it seem like there have been many failed delivery attempts. Which is frustrating to receive when you have been there all the time and ready for the delivery.
4) I have voiced my frustration over an email and over the phone but there was no acknowledgement or response to these. Even if it was to someone who is only responsible for organising delivery, should staff that receive these complaints not be trained to identify a frustrated customer and pass their complaints on to someone who can help? Or to mentioned who to forward complaints to. If this isn't done you are more likely to have someone resorting to a public platform.
Please take these points into consideration when addressing this problem. The driver of this delivery is not the one who should be blamed,
LJDT
Linda Jane Du Toit's update08 Aug 2018, 15:30
Reviewer Update
Thank-you for your speedy reply
I do appreciate the effort.
After your call I tried to call back as I feel that I didn't explain my problem as well as I would like to.
It feels like the driver will be blamed for this, and I don't think that is completely fair. It feels like there is some problems with the way which dawn wing as a company handles deliveries,
1) In the end the driver did call this time and thus did nothing wrong. (Why I rep**** to this original post, I would have deleted it if I could, but I didn't realize that is not possible on Hello Peter.) My frustration is from many previous times that this has not been the case. I mistakenly thought the same thing happened now when I got a missed call and went to the gate to see no courier there.
2) The driver can't be expected to use his own airtime to phone clients or the head office when there is no intercom at a house. This is asking for problems as airtime is expensive and it is not the drivers fault that we don't have an intercom at our complex.
3) I still don't understand why the package was unsuccessfully delivered early in the week. A comment in an email like "please note the client is never at home" makes it seem like there have been many failed delivery attempts. Which is frustrating to receive when you have been there all the time and ready for the delivery.
4) I have voiced my frustration over an email and over the phone but there was no acknowledgement or response to these. Even if it was to someone who is only responsible for organising delivery, should staff that receive these complaints not be trained to identify a frustrated customer and pass their complaints on to someone who can help? Or to mentioned who to forward complaints to. If this isn't done you are more likely to have someone resorting to a public platform.
Please take these points into consideration when addressing this problem. The driver of this delivery is not the one who should be blamed,
LJDT
Linda Jane Du Toit's updateReviewer Update
08 Aug 2018, 18:49Thank-you
I feel this issue is being addressed in an appropriate way and I trust I will be able to give a positive review after our next deliver.
LJDT
Linda Jane Du Toit's update08 Aug 2018, 18:49
Reviewer Update
Thank-you
I feel this issue is being addressed in an appropriate way and I trust I will be able to give a positive review after our next deliver.