Shipping services outside DE, in EU countries can be improved by choosing a good delivery service provider like DHL, not some small local courier or the Post Service. Once the parcel is out from your depot, the customer is on his own and at the hand of the local delivery courier from each country. Because the parcel is not delivered to the final customer by DHL. I think this would be a very good option, or maybe the best, that the parcel is transported and delivered to the final customer from start to finish by DHL in every country. I think this should solve the problem of the local couriers from each country.
A very IMPPRTANT PROBLEM is that the phone number does not appear on the parcel itself, on the package so the courier can not contact the final customer and he does not come to the address to search for the customer. They do absolutely nothing to contact the customer if they do not have the phone number on the parcel. So we have to contact them at the center and call them and go to pick up the parcel personally because they do not bother to find the final customer if they do not have the phone number on the box.
The problem is that the phone number of the customer does not appear on the label fom the box with the products to be delivered. So the courier can not contact the final customer and they do not bother to search the customer at the address. If they do not have phone number on the box they just leave and the customer has to contact them at the delivery center, which is in another city/town(energy, time, money, etc). All this can be solved by showing and displaying and writing down the customer phone number directly on the box label(parcel). It does not appear directly fron the sistem on the label.
I had this problem every single time I have purchased something from your website.
This is the reason why I gave a 4 star rating and not 5.
Thank you. All the best.
14 days ago I paid for running poles.
After 10 days I asked what's with my order and Andrew from Customer support wrote me:
Order is at the logistics team to be prepared for shipping. And that it can take an extra 5-10 working days for my order to be dispatched because packing by hand...
So they would take 10 + 5-10 = 25 days to send the running poles?
When I asked him how come, that this takes so long, he just replied to me with exactly the same email.
So he did not provide me with any good information or gave me a feeling that he cares for his customer.
So just yesterday afternoon I got an email stating my order just left the warehouse - finally, I was happy :) but 1 hour later I got another email "Your return for order 31045945 has been booked"
I have never requested a return of my order....
1. Extremely inflexible and not user-friendly customer support
2. To long period of shipping(from Germany to Slovenia) they would take 25days
3. Misleading information about delivery times on website
3. They cancel orders without customer request
Worst customer experience I ever got from online shops, unfortunately