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Europe Shipping
Just a heads-up regarding Shipping: we have been seeing some problems... and believe me I wish we had an easy solution.
Small parcels go through the French postal service; recorded delivery, but as soon as they goods leave FR we cannot track or trace them. We get confirmation when they've been delivered (and 9/10 parcels arrive just fine) but when they go missing we have no way of tracing where/why there's a problem. In most instances we take our customers of good faith and we ship out a second parcel - hoping that either the 1st one is returned to us or the client is honest and sends it back. In some cases (Skelz; this is for you) we screw up. Then we try and fix the problem as best we can.
Big parcels (aka Bikes) go via a transporter with renowned levels of terrible service. They loose, chew up and jump on boxes for a hobby, then deliver the tattered remains to un-happy customers.... But they are currently the only transporter we can work with - as they will accept our larger lighter parcels - whereas all the other transporters want to work with small, heavy parcels (which = more money for them)
We've also been suffering a second issue with our external warehouse contractor; who mainly work in the automobile sector and have been hit very hard by the 'crisis'. They've suspended 1/2 their operations, laid off staff and so; we've been getting terrible service from them too...
End result: we've been devoting about 1/3 of our working week to resolving these problems and issues... time which you are normally not aware of (we don't normally blog / twitter about having just "spent 35 minutes filling out a 3 page reclamation form, by hand"
Ultimate end result: We're going to move our storage (and therefore delivery) service to a new company; specialist in mountain sports equipment (Rossignol ski's are in the region and it's one of their logistics suppliers). This means devoting a hefty amount of time to a project I really didn't want to have to do.
But: we know we've not been delivering the service we wanted to provide, we know we have some unhappy customers (being fair, it's a small %, but a % nevertheless) and we know we're doing all we can to make things better.
Small parcels go through the French postal service; recorded delivery, but as soon as they goods leave FR we cannot track or trace them. We get confirmation when they've been delivered (and 9/10 parcels arrive just fine) but when they go missing we have no way of tracing where/why there's a problem. In most instances we take our customers of good faith and we ship out a second parcel - hoping that either the 1st one is returned to us or the client is honest and sends it back. In some cases (Skelz; this is for you) we screw up. Then we try and fix the problem as best we can.
Big parcels (aka Bikes) go via a transporter with renowned levels of terrible service. They loose, chew up and jump on boxes for a hobby, then deliver the tattered remains to un-happy customers.... But they are currently the only transporter we can work with - as they will accept our larger lighter parcels - whereas all the other transporters want to work with small, heavy parcels (which = more money for them)
We've also been suffering a second issue with our external warehouse contractor; who mainly work in the automobile sector and have been hit very hard by the 'crisis'. They've suspended 1/2 their operations, laid off staff and so; we've been getting terrible service from them too...
End result: we've been devoting about 1/3 of our working week to resolving these problems and issues... time which you are normally not aware of (we don't normally blog / twitter about having just "spent 35 minutes filling out a 3 page reclamation form, by hand"
Ultimate end result: We're going to move our storage (and therefore delivery) service to a new company; specialist in mountain sports equipment (Rossignol ski's are in the region and it's one of their logistics suppliers). This means devoting a hefty amount of time to a project I really didn't want to have to do.
But: we know we've not been delivering the service we wanted to provide, we know we have some unhappy customers (being fair, it's a small %, but a % nevertheless) and we know we're doing all we can to make things better.
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