A customer experience about GLS UK

Status: Approved

#CustomerService #Communication #Delivery  Annoyed Frustrated Unsatisfied 

Kindly shared by G. siddall

What happened

GLS UK is the courier for a company Manomano. I ordered a product from Manomano. I recieved no notification from GLS about the likelihood of the intended delivery. Not until I got a email from them saying nothing but showing a tracking link simply indicating they attempted to deliver but the consignee was absent. The courier clearly expects the customer or consignee, ie me, to be absent from my workplace each and every day from ordering just in case a delivery arrives. Unlike other couriers GLS failed to provide any advanced indication of a likely delivery, they failed to attempt to redelivery the next day and they failed to leave the parcel on the covered doorstep or in the cupboard on the doorstep. The email was a no reply email and provided no contact details for me to contact them at the time I opened my email after getting home from work. The product was not a age related product which required an adult to be present and could have been left and photographed like every other courier I know and had no problems. I am at a loss as what's happening to my delivery and the couriers expectation that I should simply pack in working for a living and remain home 24/7. It is concerning that family, friends and a colleague all have had difficulties from GLS with deliveries.

What I wish had happened

That GLS simply sent email or text in advance indicating likelihood of delivery day and time so at least I could attempt to have time of work to receive my delivery. They could have requested in advance alternative arrangements from me if no one present. Or they could simply have left the parcel on the step like many couriers with millions of parcels.

Where this happened

Other - Email from a no reply source

GLS UK Customers

Most talked about by GLS UK customers

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How this makes GLS UK customers feel

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33% Customer Service
Feelings:

Annoyed

Frustrated

Unsatisfied

33% Communication
Feelings:

Annoyed

Frustrated

Unsatisfied

33% Delivery
Feelings:

Annoyed

Frustrated

Unsatisfied

Delivery Service Customers

Most talked about by Delivery Service customers

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How this makes Delivery Service customers feel

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27% Delivery
Feelings:

Frustrated

Annoyed

Furious

Disappointed

Let down

Disgusted

Unsatisfied

Unhappy

Anxious

Confused

Sad

Miffed

Offended

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20% Customer Service
Feelings:

Frustrated

Annoyed

Furious

Disappointed

Let down

Disgusted

Unsatisfied

Unhappy

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13% Financial Loss
Feelings:

Frustrated

Furious

Annoyed

Disappointed

Disgusted

Let down

Unhappy

Unsatisfied

Anxious

Sad

Surprised

10% Communication
Feelings:

Frustrated

Annoyed

Furious

Disappointed

Let down

Disgusted

Unsatisfied

Unhappy

Saddened

10% Delay
Feelings:

Frustrated

Annoyed

Furious

Let down

Disappointed

Disgusted

Confused

Anxious

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Miffed

7% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disappointed

Disgusted

Let down

Anxious

Confused

Offended

Miffed

3% Fraud
Feelings:

Disgusted

Furious

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Annoyed

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Sad

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2% Returns
Feelings:

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Unhappy

Unsatisfied

Anxious

2% Other
Feelings:

Furious

Annoyed

Frustrated

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Disgusted

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1% Embarrassment
Feelings:

Frustrated

Annoyed

Furious

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1% Delivery
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Special

Delighted

1% Rudeness
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Let down

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1% Communication
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Satisfied

Happy

Special

Delighted

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0% Service
Feelings:

Grateful

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Delighted

0% Quality of product
Feelings:

Furious

Annoyed

Let down

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