Delivery service frozen, shop owner complains, customers frustrated

Hai Yen (Bac Ninh) said she ordered 3 sets of clothes for her children to wear for Tet 6 days ago from a store in Hanoi but has not received the goods yet. The seller informed that she had sent many urgent delivery requests to the shipping unit but received no response. Currently, the order is still in the transit area. The customer wants to take it out but cannot, the shop wants to refund but cannot.

"Not sure if I will receive the clothes in time for my child to wear for Tet. Tet is still ten days away and shipping is already too much," Yen lamented.

Dịch vụ giao hàng đóng băng, chủ shop than trời, khách hàng chán nản - 1 — Delayed shipping is a crisis for both sellers and buyers in the days leading up to Tet (Photo: Ngoc Thuan).

Dung Nguyen, a toy store owner in Hanoi, said Viettel Post refused to accept delivery of goods to his home. The company explained that during the days before Tet, when the volume of goods was large, the seller proactively came to the post office to deliver the goods directly.

However, on the delivery application, the shipping unit automatically filled in the "Failed to pick up goods" section with the reason "Seller has not prepared the goods" and did not call the seller back.

When calling the post office to inquire, Dung Nguyen received the answer: "Please understand, send the goods directly because we are overloaded these days."

In addition, the consultant added that on days close to Tet, sellers should send goods by express delivery (instead of regular delivery) to ensure that the goods reach customers before Tet.

If you choose regular shipping to get a cheaper rate, the customer service staff said they do not guarantee that the goods will reach the recipient before Tet. With both methods, the unit does not answer the exact delivery time. They only use the "Tet" mark as a way to measure time.

With a package weighing about 10kg, measuring 50cm x 40cm x 40cm, if Dung Nguyen wants to send it by express delivery from Hanoi to Ho Chi Minh City, she has to pay a fee of about 260,000 VND. The fee for regular delivery is 130,000 VND. This price, according to her, is too high. If the seller does not support, the customer will not receive the goods.

"If I pay for shipping out of my own pocket, I won't make any profit. If I tell the customer 260,000 VND for shipping, they won't buy it, no matter what," Dung said.

For orders of similar size, if you choose to send them via Giao Hang Tiet Kiem, the fee is 148,000 VND. With this option, the seller needs to bring the goods directly to the post office to send, instead of having the delivery staff pick up the goods at their place as before.

The above price of Giao Hang Tiet Kiem is similar to the fee of the shipping unit Giao Hang Nhanh. However, in the days before Tet, many sellers said that the Giao Hang Nhanh application often has errors and is overloaded, so not many sellers choose it.

On the shipping unit's application, information about the Lunar New Year holiday schedule has not been updated. Compensation policies when shipping units lose or misplace goods or deliver late... are not mentioned.

Some people think that these days, perhaps it is better to choose to send goods by post to avoid the situation of lost or misplaced goods.

In addition to problems with delivery and transportation, customers complained about the difficulty in contacting the customer service department of some shipping units. Most of the other end of the line is always busy, or no one answers the phone. Customers texting the hotline through customer service software is also not possible.

Currently, on social networks, posts complaining about the transportation situation are increasing. However, this is not a new situation, it happens almost every year but has not been resolved by the transportation units.

Late delivery, high shipping costs, and lack of support from shippers put sellers in a difficult situation, with reduced revenue and difficulty recovering capital during the days before Tet.

Source