“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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