Stuck in quarantine and needing a monitor I ordered one for next day delivery from Galaxus, and it didn't arrive. After a couple of days of chasing up to see what was going on, I finally learned that the delivery had been lost.

I suppose I can't blame Galaxus for the monitor getting lost, but it is worrying how an item can get recorded in to a Swiss Post depot and get 'lost'. How you can lose a monitor? The depot is in Vétroz and the last record Swiss Post have is that it was sorted for delivery.

Galaxus say that they will 'forward the missing delivery as soon as possible at no extra cost'. As soon as possible turns out 'should' be in about a month's time. Are they nuts? Why would I want overnight delivery if i could wait a month? It's not as if I was in love with the specific monitor, I just wanted any old monitor - only before this week when I need it for work.

So, I have cancelled the order, and will patiently wait for a refund.

To add insult to injury it took me until after the 3pm threshold for next day delivery to get this resolved.

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Nic Oatridge
www.swisswintersports.co.uk

You know digitec and galaxus are the same company..?

Not sure I'd jump from one to the other..

That said I've had hundreds of successful deliveries from both.

Is the delivery coming from Galaxus directly? I think Galaxus also sells a lot of items from third parties, though its website, which are shipped directly from the third party. So the problem could be the third party rather than Galaxus (?). Or just the Post in general, I guess.

I'm not sure why you're ranting about Galaxus?

They sent you a monitor with next day delivery, but The Post lost it - so by all means complain about The Post, but it's not like Galaxus chose some dodgy delivery company they should take responsibility for.

Then they don't have a replacement in stock, which is hardly unusual when everyone is fitting out their home office, and in the end you'll get a full refund.

Maybe the offer to send one "asap" is a bit tone-deaf given you ordered originally on next day, but they're not mind-readers and basically offered the best thing available to them.

If it makes you feel any better, DHL lost a bike that I ordered from Decathlon

And why didn't you just get an other model from Galaxus, over night delivery at no extra cost?

Let me guess, it was electric and self driving.

I've ordered a few things from Galaxus recently. The next day delivery has actually been so for one out of four deliveries. For the other three the parcel came the following day, which is pretty good really.

I think The Post are struggling a bit - in the last couple of weeks I've twice received notification of package delivery which was later changed to the next day, this has never happened to me before.

Had great experiences with all online electronics retailers, Galaxus/Digitec, Brack however did have an issue with Microspot a few years back, but possibly that was a one off event.

If it makes you feel any better, I ordered a webcam in June from Digitec. So far I’ve received 5 emails advising that my delivery is delayed and the last estimate which I received today is delivery in early Dec!

Fortunately I’m not in a hurry, but also I’m not surprised due to the sudden increase in home office working.

No, it was from Galaxus, but I see that they ran out of stock after my order was processed - they had three in stock when I ordered. clearly the Post is responsible for losing the item, although how can you lose a monitor? I guess I am spoiled by using Amazon in other countries, I expected better customer service. After all these guys are just shipping boxes, you would have though they could do some value add by giving me a discount on future orders or finding out before I did that the order was not being fulfilled or offering me an alternative monitor a day later. Saying I will get it in mid-November on a next day order is frankly awful customer service.

At business school you learn that to screw up happens, it is how you respond that matters. You have the chance to turn a negative into a positive. In what is not a wholly untypical Swiss response, the emphasis is that - in the small print - they never PROMISED they would deliver on time.

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Nic Oatridge
www.swisswintersports.co.uk

If they had responded more quickly to me, I would have had another model tomorrow but i was labouring under the impression it was just delayed. Now, assuming this one doesn't get lost, i will get it a different model a day later so it is not such a big deal. Just crappy customer service.

So my learning with this company is, if it doesn't arrive when they say it will, cancel the order straight away, get a refund and re-order or go somewhere else.

ftfy

They also teach you to put a price on customer service and not let it cut into the profit margins.

There is little loyalty from online customers - they’ll go with the cheapest price, the fastest delivery etc... repeat buying does not count for much...

Yes I don’t think they have really recovered since the lockdown. I suspect they are also handling a lot more traffic.

I sent a parcel to the UK two weeks ago, according to tracking in Switzerland and the UK it is still in Switzerland, but they guy received it a while ago!

I agree, Galaxus is not at fault here. According to the tracking information they always ship same day.
Swiss Post is just being a disaster since the pandemic has started. Galaxus deliveries have not arrived next day since May, even A post mails are delayed.
Some might say above it's still fine. It is not, as they are still charging the Swiss price but not providing the service quality accordingly.

For the sake of balance: I had spectacularly good customer service from galaxus the one time I had a problem.

Is it only me or did you not fix/change anything?

Because the OP had a contract with Galaxus. Not with The Post.

I crossed out "with this company" since the points apply to any company.

True but they did everything reasonable to resolve the problem.

Other companies have been known to tell the customer to deal with the delivery company themselves, and to claim the money back from the delivery company, offering no help at all.

If waiting one month for the item to be delivered is everything reasonable, then yes, but I might have different standards than you