“Money saving expert” Martin Lewis yesterday launched a campaign on ITV1’s Daybreak programme urging customers to know their rights when it comes to failed home deliveries. The aim of the “Stand and Deliver” campaign is “not to punish delivery firms, but to teach them we won’t be trodden on, so they need to keep service standards high”. It encourages consumers to take up any delivery issues with the retailer first and complain of inadequate service.
Commenting on the campaign, Dwain McDonald, chief executive of courier firm DPD, said, "The spotlight is on the delivery sector and online retailers. Both parties have to work together to continue to drive standards up and improve ‘right first time' delivery rates. While Martin's campaign will raise awareness of the issues and the steps consumers can take to seek reimbursement if the worst happens, the main focus of the industry has to continue to be on helping retailers to avoid the sort of scenarios being discussed.”
On Twitter, Joshua Geake, IT and ecommerce manager at catalogue Brightminds, welcomed the move and said even though the initiative may appear to penalise retailers for something out of their control, “the retailer is then free to select a better service carrier, [which] all helps to make carriers more competitive.”
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