When your customers are dissatisfied with your customer service, delivery times, inventory availability, or other issues, your business may suffer. Bad reviews and frequent customer complaints mean that those customers won’t return, but they may also discourage other customers from using your company. So, what are the most common ecommerce customer complaints about, and what can you do to prevent or mitigate the risks of these complaints? Keep reading to find out and see how Xcel Delivery’s warehousing, logistics, distribution, and delivery services can help you find solutions for many common customer complaints.
Missed Deliveries, Misdeliveries, and Delayed Deliveries
Three of the biggest complaints ecommerce customers make are about delivery issues. The top three issues they are concerned about are:
- Missed deliveries – When a delivery driver or 3PL agent attempts a delivery and either can’t find the address, the address is incorrect or doesn’t exist, or the customer isn’t home to accept delivery.
- Misdeliveries – When a package is delivered to the wrong address.
- Delayed deliveries – When a customer was promised a specific delivery date or date range and that promise isn’t kept.
At Xcel Delivery, we can optimize your company’s logistics and help you overcome last mile delivery challenges that would otherwise result in customer complaints. We offer inventory management, real-time tracking, and 24/7 communication. Our delivery drivers use route optimization software and other tech tools to avoid misdeliveries and delays, and we will communicate closely with you to reduce the risk of missed deliveries.
Product or Inventory Availability
Another huge complaint from ecommerce customers involves issues with product availability. If a customer is told a product is in stock and ready to ship and then days later gets an email that it is on backorder, they will feel frustration and anger and may not order from your company again.
Wrong Products Received
Imagine how a customer feels when they order a product from you, anxiously await its arrival, and then open the package to find something completely different from what they ordered. Now imagine that they must go through a cumbersome return process, wait for a refund, and then re-order the same product they wanted in the first place and just hope it actually arrives. This type of mistake can result in major loss of trust and is another one of the most frequent complaints ecommerce customers make.
At Xcel Delivery, our warehousing and distribution services include secure storage, inventory control, computerized inventory management, and distribution and delivery services. We will make sure you always know what inventory you have and where it is, and we can provide same-day or expedited delivery services to your customers or to your retail or business location. This can reduce the risk of customers getting the wrong products and make the return and redelivery process more efficient and streamlined.
If you want to learn more about our warehousing and distribution services, logistics services, or delivery services in Arizona and beyond, reach out to us at Xcel Delivery today. Contact us online to get started.
