A retailer for children’s furniture has been having issues with their current courier companies in Melbourne due to damaged products while on transit to the customer’s delivery address. As the problem continues to affect the company, they decided to search for a solution.
According to the Incy Interior’s founder, Kristy Withers, though they have changed couriers a number of times, the problem persisted. They have tried multiple companies in the last several years but they have all delivered bad service.
All her products for delivery have been flat-packed but there are still damages to it. She refers to the experience as a hellish one because they have been so focused on manufacturing as well as completing the orders that they did not realized that there could be problems while on delivery such as damages.
Incy Interiors always make sure to attend to the customer’s complaints and offer a resolution but Wither admitted that it is taking up a lot of her time.
She shared how customers have sent her photos of the picture that shows how the content has been crushed inside. The courier delivered it anyway and did not mind the state of the package. There was also an instance where the dresser she sent to a customer arrived with a hole in the middle as big as a forklift.
She is complaining about the lack of customer service of their previous courier companies. They are not answering the phone so the issue remains unsolved and their delivery is late most of the time. She is appalled that courier companies do not give the same basic services that are common in small businesses.
Withers decided to do something about the damages and she decided to apply the extreme packaging solution. The process of changing the packaging was quite expensive on their part. They now use the thickest cardboard that does not bend and they are also incorporating big foam or metal corners before packaging the furniture. The company shoulders the costs of the stronger packaging which accounts to about 4 per cent of the total cost of the products. Withers was able to reduce the damages while being delivered by courier companies in Melbourne to only 1 per cent of the entire product shipped.