The Consumers’ Association received 44 percent more complaints about parcel deliverers in 2020 than the year before. More than half was about PostNL and packages that were never delivered.
Another common complaint is receiving the ‘You weren’t home’ note while they were there.
“Consumers complained most about PostNL (8,833) and DHL (2,876). But much more striking is the enormous increase in the number of complaints about the smaller delivery services. For example, no fewer than 1,339 complaints were received about DPD. This is not only twice as much as can be expected based on the estimated market share (5%), but also an increase of 84% compared to 2019. ”
The union also held a survey about how customers experience the quality of service. Recipients can understand for late delivery, but for “the lousy customer service [geven ze] on average a 5. The parcel services owe this poor assessment to, among other things, the poor accessibility and the unwillingness to resolve complaints. ”
Source: Nieuws – Emerce by www.emerce.nl.
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