Go Back   English Forum Switzerland > Living in Switzerland > Complaints corner  
Reply
 
Thread Tools Display Modes
  #1  
Old 26.10.2020, 16:10
outrage's Avatar
Member
 
Join Date: Apr 2007
Location: Aigle
Posts: 193
Groaned at 5 Times in 2 Posts
Thanked 92 Times in 53 Posts
outrage is considered knowledgeableoutrage is considered knowledgeableoutrage is considered knowledgeable
Galaxus next day delivery

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.
__________________
Nic Oatridge
www.swisswintersports.co.uk
Reply With Quote
  #2  
Old 26.10.2020, 16:14
John_H's Avatar
Forum Legend
 
Join Date: May 2013
Location: Up above Nyon
Posts: 4,077
Groaned at 113 Times in 69 Posts
Thanked 5,487 Times in 2,120 Posts
John_H has a reputation beyond reputeJohn_H has a reputation beyond reputeJohn_H has a reputation beyond reputeJohn_H has a reputation beyond reputeJohn_H has a reputation beyond reputeJohn_H has a reputation beyond repute
Re: Galaxus next day delivery

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.
Reply With Quote
  #3  
Old 26.10.2020, 16:33
Pancakes's Avatar
Forum Legend
 
Join Date: Nov 2009
Location: Zurich-ish
Posts: 4,695
Groaned at 258 Times in 184 Posts
Thanked 9,655 Times in 3,628 Posts
Pancakes has a reputation beyond reputePancakes has a reputation beyond reputePancakes has a reputation beyond reputePancakes has a reputation beyond reputePancakes has a reputation beyond reputePancakes has a reputation beyond repute
Re: Galaxus next day delivery

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.
Reply With Quote
This user would like to thank Pancakes for this useful post:
  #4  
Old 26.10.2020, 17:57
newtoswitz's Avatar
Forum Legend
 
Join Date: Jan 2010
Location: Rapperswil
Posts: 3,747
Groaned at 75 Times in 70 Posts
Thanked 4,526 Times in 2,069 Posts
newtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond repute
Re: Galaxus next day delivery

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.
Reply With Quote
  #5  
Old 26.10.2020, 18:04
Island Monkey's Avatar
Forum Legend
 
Join Date: Mar 2008
Location: Wallis
Posts: 5,745
Groaned at 95 Times in 60 Posts
Thanked 6,302 Times in 2,886 Posts
Island Monkey has a reputation beyond reputeIsland Monkey has a reputation beyond reputeIsland Monkey has a reputation beyond reputeIsland Monkey has a reputation beyond reputeIsland Monkey has a reputation beyond reputeIsland Monkey has a reputation beyond repute
Re: Galaxus next day delivery

If it makes you feel any better, DHL lost a bike that I ordered from Decathlon
Reply With Quote
This user would like to thank Island Monkey for this useful post:
  #6  
Old 26.10.2020, 19:31
curley's Avatar
Forum Legend
 
Join Date: Oct 2006
Location: canton ZH
Posts: 12,691
Groaned at 206 Times in 171 Posts
Thanked 14,529 Times in 7,503 Posts
curley has a reputation beyond reputecurley has a reputation beyond reputecurley has a reputation beyond reputecurley has a reputation beyond reputecurley has a reputation beyond reputecurley has a reputation beyond repute
Re: Galaxus next day delivery

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

Quote:
View Post
If it makes you feel any better, DHL lost a bike that I ordered from Decathlon
Let me guess, it was electric and self driving.
Reply With Quote
  #7  
Old 26.10.2020, 19:42
TonyClifton's Avatar
Forum Veteran
 
Join Date: Sep 2019
Location: Hopefully soon to be Aargau
Posts: 1,375
Groaned at 500 Times in 292 Posts
Thanked 3,404 Times in 1,468 Posts
TonyClifton has a reputation beyond reputeTonyClifton has a reputation beyond reputeTonyClifton has a reputation beyond reputeTonyClifton has a reputation beyond reputeTonyClifton has a reputation beyond reputeTonyClifton has a reputation beyond repute
Re: Galaxus next day delivery

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.
Reply With Quote
The following 3 users would like to thank TonyClifton for this useful post:
  #8  
Old 26.10.2020, 19:47
newtoswitz's Avatar
Forum Legend
 
Join Date: Jan 2010
Location: Rapperswil
Posts: 3,747
Groaned at 75 Times in 70 Posts
Thanked 4,526 Times in 2,069 Posts
newtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond repute
Re: Galaxus next day delivery

Quote:
View Post
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.
Reply With Quote
The following 3 users would like to thank newtoswitz for this useful post:
  #9  
Old 26.10.2020, 19:53
Forum Veteran
 
Join Date: May 2007
Location: Basel
Posts: 577
Groaned at 13 Times in 7 Posts
Thanked 255 Times in 156 Posts
SwissMorgs is considered knowledgeableSwissMorgs is considered knowledgeableSwissMorgs is considered knowledgeable
Re: Galaxus next day delivery

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.
Reply With Quote
This user would like to thank SwissMorgs for this useful post:
  #10  
Old 26.10.2020, 21:10
outrage's Avatar
Member
 
Join Date: Apr 2007
Location: Aigle
Posts: 193
Groaned at 5 Times in 2 Posts
Thanked 92 Times in 53 Posts
outrage is considered knowledgeableoutrage is considered knowledgeableoutrage is considered knowledgeable
Re: Galaxus next day delivery

Quote:
View Post
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.
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.
__________________
Nic Oatridge
www.swisswintersports.co.uk
Reply With Quote
  #11  
Old 26.10.2020, 21:23
outrage's Avatar
Member
 
Join Date: Apr 2007
Location: Aigle
Posts: 193
Groaned at 5 Times in 2 Posts
Thanked 92 Times in 53 Posts
outrage is considered knowledgeableoutrage is considered knowledgeableoutrage is considered knowledgeable
Re: Galaxus next day delivery

Quote:
View Post
And why didn't you just get an other model from Galaxus, over night delivery at no extra cost?
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.
Reply With Quote
  #12  
Old 26.10.2020, 21:31
newtoswitz's Avatar
Forum Legend
 
Join Date: Jan 2010
Location: Rapperswil
Posts: 3,747
Groaned at 75 Times in 70 Posts
Thanked 4,526 Times in 2,069 Posts
newtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond repute
Re: Galaxus next day delivery

Quote:
View Post
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
Reply With Quote
This user would like to thank newtoswitz for this useful post:
  #13  
Old 26.10.2020, 23:40
Jim2007's Avatar
Forum Legend
 
Join Date: Jun 2006
Location: Kt. Bern
Posts: 4,508
Groaned at 217 Times in 171 Posts
Thanked 7,421 Times in 3,283 Posts
Jim2007 has a reputation beyond reputeJim2007 has a reputation beyond reputeJim2007 has a reputation beyond reputeJim2007 has a reputation beyond reputeJim2007 has a reputation beyond reputeJim2007 has a reputation beyond repute
Re: Galaxus next day delivery

Quote:
View Post
At business school you learn that to screw up happens, it is how you respond that matters..
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...
Reply With Quote
The following 2 users would like to thank Jim2007 for this useful post:
  #14  
Old 26.10.2020, 23:47
Jim2007's Avatar
Forum Legend
 
Join Date: Jun 2006
Location: Kt. Bern
Posts: 4,508
Groaned at 217 Times in 171 Posts
Thanked 7,421 Times in 3,283 Posts
Jim2007 has a reputation beyond reputeJim2007 has a reputation beyond reputeJim2007 has a reputation beyond reputeJim2007 has a reputation beyond reputeJim2007 has a reputation beyond reputeJim2007 has a reputation beyond repute
Re: Galaxus next day delivery

Quote:
View Post
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.
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!
Reply With Quote
  #15  
Old 26.10.2020, 23:50
Member
 
Join Date: Aug 2015
Location: Zürich
Posts: 149
Groaned at 11 Times in 9 Posts
Thanked 129 Times in 69 Posts
erchegyia has slipped a little
Re: Galaxus next day delivery

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.
Reply With Quote
  #16  
Old 26.10.2020, 23:56
curley's Avatar
Forum Legend
 
Join Date: Oct 2006
Location: canton ZH
Posts: 12,691
Groaned at 206 Times in 171 Posts
Thanked 14,529 Times in 7,503 Posts
curley has a reputation beyond reputecurley has a reputation beyond reputecurley has a reputation beyond reputecurley has a reputation beyond reputecurley has a reputation beyond reputecurley has a reputation beyond repute
Re: Galaxus next day delivery

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

Quote:
View Post
ftfy
Is it only me or did you not fix/change anything?
Reply With Quote
  #17  
Old 27.10.2020, 07:42
Forum Legend
 
Join Date: Jun 2008
Location: Zurich
Posts: 8,295
Groaned at 294 Times in 223 Posts
Thanked 19,003 Times in 6,626 Posts
k_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond repute
Re: Galaxus next day delivery

Quote:
View Post
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.
Because the OP had a contract with Galaxus. Not with The Post.
Reply With Quote
  #18  
Old 27.10.2020, 08:18
newtoswitz's Avatar
Forum Legend
 
Join Date: Jan 2010
Location: Rapperswil
Posts: 3,747
Groaned at 75 Times in 70 Posts
Thanked 4,526 Times in 2,069 Posts
newtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond repute
Re: Galaxus next day delivery

Quote:
View Post
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?
I crossed out "with this company" since the points apply to any company.
Reply With Quote
  #19  
Old 27.10.2020, 08:21
newtoswitz's Avatar
Forum Legend
 
Join Date: Jan 2010
Location: Rapperswil
Posts: 3,747
Groaned at 75 Times in 70 Posts
Thanked 4,526 Times in 2,069 Posts
newtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond reputenewtoswitz has a reputation beyond repute
Re: Galaxus next day delivery

Quote:
View Post
Because the OP had a contract with Galaxus. Not with The Post.
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.
Reply With Quote
  #20  
Old 27.10.2020, 08:28
Forum Legend
 
Join Date: Jun 2008
Location: Zurich
Posts: 8,295
Groaned at 294 Times in 223 Posts
Thanked 19,003 Times in 6,626 Posts
k_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond reputek_and_e has a reputation beyond repute
Re: Galaxus next day delivery

Quote:
View Post
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
Reply With Quote
Reply

Tags
galaxus




Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
Galaxus / Digitec the_flag_is_a_big_plus Complaints corner 80 22.02.2021 20:13
Galaxus Returns to Conrad Spinal Other/general 0 30.10.2019 09:31
Issue with Galaxus Return connor1a Daily life 2 20.06.2014 14:01
Galaxus / Digitec sankbhat Complaints corner 21 22.03.2013 10:40
Digitec / Galaxus abhi Other/general 0 21.07.2011 13:42


All times are GMT +2. The time now is 07:25.


Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2021, Jelsoft Enterprises Ltd.
LinkBacks Enabled by vBSEO 3.1.0