Changes to our Shipping offer
We are one of the original pioneers of online premium coffee supply.
After a decade, we have learned a lot about what customers want and how to get it to them.
Whilst we have dramatically improved our product quality over the last 10 years, we can't say the same has occurred to the freight providers and to be brutally honest, whilst we run extremely fast to get our fresh roasted products out the door on the way to customers, the freight providers always seem to be the weakest link in what should be a superb solution.
Unfortunately, the quality of shipping in Australia has actually gone backwards - they are slower, more expensive and rough handling seems to be on the rise from mechanical tipping of large cages full of heavy freight.
The surge in online businesses selling everything from car tyres, batteries, furniture and all thing imaginable means that freight companies are struggling under the rapidly increasing parcel volumes and what is referred to as "ugly" freight - those awkward shaped items that clog the parcel centres, causing millions of parcels to queue up waiting to be scanned.
Roads are also highly congested and more people are living in high density buildings making the final drop-off all that more challenging and time consuming for the delivery agent.
As a veteran of more than 300,000 parcels, we have acute insights into what works and what doesn't.
Over the last decade we have remained loyal to Australia Post as our primary supplier of consumer freight and TNT as our business freight provider, however, both these suppliers are at times failing us miserably in their service charters to deliver within basic specification, or more to the point, they are unable to deal with incidents in a fair and reasonable manner.
We as merchants always end up copping the losses.
AusPost had become too slow and prone to routing errors and excessive damage whilst TNT are blatantly over-charging by up to 40% on many consignments and make it extremely difficult to dispute invalid charges. TNT is not able to manage residential deliveries properly - they do an excellent job at business to business.
After dealing with these systemic and chronic problems for a long time, we have made a change.
From mid-August 2017, we added an option to our store to ship with Sendle. This option was in place for a period of 5 months until the middle of January 2018.
Unfortunately, Sendle created way too many incidents at both our end and our customers and by the middle of January, we decided to discontinue offering the Sendle option.
Parcels designated for the Sendle network were not being collected regularly from our premises by Sendle's partners.
In particular, we experienced major issues with Fastway parcels sitting in our warehouse for days and days uncollected - for no reason at all. When trying to determine why Fastway were not collected from us, Sendle were not exactly transparent.
Sendle's support is web-based which means you can't easily pick up the phone and speak to someone. This became incredibly frustrating when multiple incidents were occuring each day - it's not how you service an enterprise account spending thousands and thousands each week.
Sendle parcels were also getting stuck in remote freight depots for days and weeks - we called it being stranded. Parcels were not being delivered to customers and often forcing our clients to travel to depots to collect.
After many months of trying to fix all these issues, we came to the conclusion that Sendle is not enterprise grade - it can't support large customers like us and therefore it became a serious risk to our business reputation if we continued to use Sendle.