According to a recent report by the UK’s largest consumer body ‘Which?’, one in four people have had problems with deliveries from online stores some time in the past 12 months. 60% of people surveyed said they shop online because of the convenience of having a product delivered, and whilst shopping online is supposed to make our lives simpler, it turns out that some retailers are shirking most of the responsibility for a product as soon as it leaves their warehouse – fortunately, the same cannot be said for our service.
At Worktop Express® we have spent a great deal of time developing our own fleet of 2Man delivery vans in order to have full control over the entire process: we can now guarantee fantastic quality from the time that the customer initially places the order and right through the order arriving at his/her chosen address, because the order never leaves our hands.
A third of the people surveyed by Which? said they were frustrated with not being able to choose a suitable delivery time, whilst 26% said that not being informed of the time their goods would be delivered was also a major gripe.
We take great pride in our in-house 2Man delivery team, and whilst we cannot always allow customers to choose the exact time at which their order is delivered, we always give our customers notice of their two hour delivery timeslot via email the day before delivery of their wood block counters, as well as a courtesy call from the delivery team 30 minutes before they are due to arrive. We even offer next day delivery on orders placed before 11am.
Other frustrations found by Which?’s survey include delays in receiving an item (15%) and getting goods that were damaged (11%). At Worktop Express® are proud to have a 99% first delivery success rate, and thanks to the combination of quality training given to all our delivery team members – as well as specialist reusable padded packaging – it is extremely rare to hear of products arriving at a customer’s address in anything other than top condition.
Below is a list of Which?’s top and bottom 10 performing online stores that were included in their survey.
- 1. WexPhotographic.com 91%
- 2. JohnLewis.com 90%
- 3. LizEarle.com 89%
- =RicherSounds.com 89%
- 5. AO.com 87%
- =Lakeland.co.uk 87%
- =Toolstation.com 87%
- 8. ChainReactionCycles.com 86%
- =Coopelectricalshop.co.uk 86%
- 10. AbeBooks.co.uk 85%
- 90. Shop.BT.com (BT Shop ) 58%
- = Halfords.com 58%
- = Isme.com 58%
- 93. ToysRUs.co.uk 57%
- 94. HMV.com 55%
- 95. PCWorld.co.uk 54%
- = TomTom.com 54%
- 97. Homebase.co.uk 51%
- 98. WHSmith.co.uk 49%
- 99. DIY.com (B&Q) 47%
It was a shame to see that some of our competitors have been named as being within the bottom 10: anything that will damage a customer’s trust in the online experience is bad for all within the industry. Please rest assured that our service is consistently excellent and we really can be trusted to deliver a fantastic product from start to finish – as evidenced by our 5 star rating on independent review site Trustpilot (a score that is calculated via 5,000+ reviews).
We’re continually investing in our delivery service, and are just about to open our 2nd delivery depot in Harlow, north of London (read more about this in our recent blog post). We are also planning a 3rd delivery depot to serve the north of England, which will open soon.
For delivery of smaller items, we use the DPD courier service, who also provide 1 hour timed delivery slots, meaning that even if you order a worktop sample you’ll know exactly when it should arrive.
Whilst every effort is made to make our delivery proposition the best it can be, we do welcome any suggestions, so feel free to get in touch if you have any feedback.