Ecom express not providing the mobile number of the delivery agent when he is out for delivering the product.
When picking up a call from them, it gets disconnected.
When call back, they won't answer.
If you are not able to deliver the product, why are you taking up the delivery from the sellers?
This happened a few days back,
Now the same thing will happen. Saying that the customer is not available due to covid-19, even when the delivery agent hasn't called the customer or there is no containment zone.
Ecom Express customer support has been notified about the posted complaint.
Verified Support
Sep 08, 2020
Ecom Express Customer Care's response Dear Sir,
Greetings from Ecom Express!
We are sorry for the inconvenience caused. The delivery centre responsible for the delivery of your shipment currently falls under containment zone due to COVID-19. The situation on the ground continues to be dynamic in terms of restrictions. We are monitoring the situation and shall arrange the delivery accordingly.
Regards,
Ramen
Team Ecom Express
Sep 08, 2020
Updated by girishbalussery Hi,
Thank you for the update.
"The delivery center responsible for the delivery of your shipment currently falls under containment zone due to COVID-19. The situation on the ground continues to be dynamic in terms of restrictions."
What do you mean by the above statement. The product was shipped from high risk category areas and then to Calicut/Kozhikode (low to medium risk area). So you don't have issues in the above high risk areas ? If your delivery agents / or their area is under the containment zone, then why don't you guys ask the seller to stop shipping through Ecom Express.
As far as I know this area is not under a containment zone and buses / auto-rickshaws are plying there.
The problem here is that your delivery agent is not picking up his phone or assuring the customer when he is able to deliver the product. Every person know that it will take some time to get a product, but returning a product without intimating the customer or giving him proper directions is unprofessional.
Sunday, 6 September
4:48 PM Parcel held by carrier as as front door / driveway was not accessible. Please contact Amazon for delivery instructions.
THAMARASSERY, , Kerala IN
10:28 AM Out for delivery THAMARASSERY, , Kerala IN
Saturday, 5 September
8:50 AM Package arrived at a courier facility THAMARASSERY, , Kerala IN
From your initial reply you updated that the delivery center lies under the containment zone. So, how come your delivery agent is out for delivery at 10:28 AM.
My area is just 10 kms away from this location. I'm not living in a gated community nor there is a lock on my gate. If he had reached my area and called, I would have gladly guided him right to my home. But the fact is that he never called and just send updated that the customer is not available due to COVID-19
You can fool lot of customers with your reply, but don't fool try to fool everyone.
What bs is this.
What other arrangements can you provide to have the product delivered. If this delivery agent is having issues, then why don't you ask the seller to stop shipping the product through Ecom Express ? If there is an option for customer to select the delivery company, I wouldn't ever opted you.
Verified Support
Sep 09, 2020
Ecom Express Customer Care's response Dear Sir,
Greetings From Ecom Express.
With reference to your query regarding the mentioned tracking number, as per our records the said shipment has been delivered at the registered address.
Request you to kindly check and confirm the delivery or in case you have not received the same and require any further assistance from our end.
Regards,
Ramen
Team Ecom Express
Sep 09, 2020
Updated by girishbalussery Hello,
Did you ask the delivery agent regarding the delivery?
Was it delivered by the delivery agent or was it picked up by the customer ?
After many calls, I was able to find out the address of the delivery center. I traveled 20 kms to get the package and then those guys updated that it was delivered by the delivery team.
When questioned about their attitude, they said that they are not able to deliver the package till my home. They will be able to deliver the product at Balussery, which is 2 km away from my home. So I asked why they haven't called the customer regarding the package. They updated that it was wrongly routed to a different pincode / address and reach their office. So if they accept they package, then it will become a trend and you guys will simply ship everything to them.
To be frank, for every question, they are giving vague answers.
What does this mean. Online store sells the product and you guys are supposed to deliver the product to the customer. Customer don't have a choice to select the delivery agent. So the whole responsibility is yours. You do have the address, pin code, mobile number of the customer and a mouth to talk. You guys can call the customer and intimate him.
I don't mind travelling to the delivery office to get the product, if it is less than 5 kms. But in this case, the distance is 20 kms.
So if you are not able to deliver the product, then why are you not accepting them at the source itself rather making the customer wait and then return the product, if the customer doesn't call the delivery agent.
I want the status of this delivery to be change to "Picked up by the customer" rather than "Delivered by the Agent". These agent might have done to get some monetary benefits.
Thanks
Sep 09, 2020
Updated by girishbalussery Tuesday, 25 August Package has left an Amazon facility NEW DELHI, DELHI IN
Wednesday, 26 August Package has left an Amazon facility SONIPAT, HARYANA IN
Friday, 28 August Package has left an Amazon facility HYDERABAD, TELANGANA IN
Saturday, 29 August Package has left the courier facility HYDERABAD-HYI, Telangana IN
Monday, 31 August Package arrived at a courier facility WALEYAR HUB, Kerala IN
Tuesday, 1 September Package arrived at a courier facility WALEYAR HUB, Kerala IN
Wednesday, 2 September Package has left the courier facility WALEYAR HUB, Kerala IN
Thursday, 3 September Package has left the courier facility WALEYAR HUB, Kerala IN
Saturday, 5 September Package arrived at a courier facility THAMARASSERY, Kerala IN
Sunday, 6 September Please contact Amazon for delivery instructions. THAMARASSERY, Kerala IN
Wednesday, 9 September
11:08 AM Out for delivery THAMARASSERY, Kerala IN
11:10 AM Delivered THAMARASSERY, Kerala IN
You guys traveled from Delhi to Hyderabad (1500 kms) in 4 days, Hyderabad to Waleyar (1000 kms) in 2 days and from Waleyar to Thamarassery (160 kms) in 5 days ? Why ?
What happened from waleyar to thamarassery. We are prime members of various shopping sites and as per
them the delivery will happen in maximum a week.
So what was your delivery team doing from Tuesday, 1 September 2020 to Saturday, 5 September 2020
Last is the perfect comedy.
Your delivery team traveled to my home (Out for delivery at 11:08 AM and reached my home 20 kms away in 2 minutes ehh... ? ) May be he forgot to change the destination this time .
Thanks
Greetings from Ecom Express
We regret for the inconvenience caused to you. Request you to kindly contact your shopping portal to re-register the reverse pick up request.
Regards,
Ramen
Team Ecom Express