I’ve had an odd and somewhat interesting series of exchanges with a shipping company.
Amazon started using a new shipping company fairly recently; either it began sometime after we moved or this company just didn’t service our previous area. They must be cheaper than USPS, FedEx, or UPS, because most of my Amazon packages in the past six months have been brought by this company.
The first package brought by Ensenda was listed for delivery on a Monday, but the only tracking information provided said that it had been listed for pick up by the shipper. Sunday morning at 7:30am our doorbell rang, and I groggily grabbed a robe and went to the door. Not a single person was in sight, but the package listed for Monday was sitting outside the side door. I chalked it up as just one of those oddities, and didn’t worry.
The next package was listed for delivery on a Thursday. Mildly worried that the delivery would come early and be left outside, I made sure to not have any errands to run the day before. This time the tracking had the package bouncing all over the metro area. Checked in at random places, then those check-ins erased, replaced by others. It was bizarre. There was a loud banging at the front door about two minutes after Simon left for work on Thursday morning, and again, by the time I got to the door the package was leaning on the door and the driver was in his vehicle, moving away. His vehicle wasn’t a delivery truck, either. It was just a car, totally unmarked in any way, but piled with boxes in the back. Weird. And this package had been left at the front door, so if I hadn’t been home (or if I’d been sleeping with the bedroom door shut, or in the laundry room) I would have no idea that it was there. We live in a relatively safe neighborhood, but I’m not going to pretend that a package sitting two feet from the sidewalk isn’t going to be stolen. (There is a reason that I move boxes to next to mailboxes if I find them outside.)
The next one had the same issue as the first- a day early, no tracking to indicate that it would be arriving early, and I was out of cat food, so I had no choice but to run to the store. When I arrived back home after being gone for less than twenty minutes, my package was sitting outside the side door.
This time, when I saw that my package was coming via Ensenda, my heart sank a little. The order went in on Friday night, and since it included a game that wasn’t set to release until the 31st, I thought it would probably ship Monday or Tuesday and arrive between Wednesday and Saturday. I got the order confirmation, and then on Monday afternoon I got the email saying that it had shipped, set to arrive on Wednesday the 1st. I checked the tracking. At that time, all it said was that it was listed for pickup by shipper. Last night, after tracking didn’t update at all over the entire day, I posted on Facebook and Twitter. Almost immediately I was contacted (via Twitter) by an Ensenda rep. They asked for my tracking number so as to check into it.
I pulled up the tracking number to send it along, and found that literally five minutes before the tracking had changed. Where it previously said that it was listed for pickup on Monday, it now said it had been picked up by the shipper on Monday and was delivered to a nearby depot. I sent along the tracking information, along with a brief overview of the other issues I’ve had, and got an email today saying that my package is out for delivery and did I want to have to sign for it?
Yes. Yes, I do. I sign for all my UPS and FedEx packages. USPS leaves boxes inside, so I’m not as concerned. Why is a signature not the default? I was told that the driver has been informed of my desire to sign for the package.
It’s weird. I feel a little bad complaining about the company when I have actually received all my packages. And the customer relations person responded quickly and politely. When I do a little digging, though, it looks like many, many people have the exact problems I do, and many of them have lost their packages because of the way that this company works. And having good customer service when people complain isn’t the same as having good service overall. If the tracking was consistent, if they didn’t continue leaving packages in full view and easy reach of the street, if they required signatures- all those would be massive improvements.
And having the delivery person in an unmarked vehicle still weirds me out.
EDIT:
Hahahaha. Not only did the delivery guy not get a signature, he also failed to knock. Lucky I had the blinds up. I watched the (still unmarked) car stop, a guy in jeans and a hoodie get out with a box, walk up to my building, and then walk away without the package.
Spectacular.
Oh, and the tracking isn’t updated either. I think I hate this company.
EDIT 2:
I have been informed by their customer service that a supervisor will be following up with the driver. I think I’m still going to contact Amazon and see if there is any way for me to never have my packages sent via Ensenda again.