Last kilometer, customer complaints firebase

Economic Herald journalist Zhaoxue

Jinan residents of Mr. Jia recently reported to reporters, 1st in the Amazon bought two books, the goods arrived in Jinan that night, but in 7 days before they sent to his hands. In 7 days, he repeatedly called the Express Company, but always no answer to the phone. It made him very wohuo.

Although the book is bought on the Amazon, but door-to-door is not the Amazon distribution company, but a name for the Jinan double Build Trade Co., Ltd. (hereinafter referred to as "two-build Express") enterprises. It is understood that dual-build Express is Amazon in Shandong region, one of the partners.

Nowadays many consumers are using this kind of logistics-goods from the warehouse, to the destination province, and then by the local cooperative logistics enterprises to the customer's hands. And this is the "last kilometer", but often become customer complaints "firebase".

The delay in the arrival of the telephone is difficult to get through

Double Build Express website shows, the company was founded in 1998, Jinan is the first online shopping distribution settled in enterprises.

According to Mr. Jia, the two books were not only belated, but the process of "settling" in his hands was also unpleasant. When he made the order, Amazon's website showed an estimated delivery time of 2nd. And the Herald reporter in the double build express orders to see, the goods 1st night has reached the terminus of Shandong province, the next day to pick up to Jinan Baotu station, 5th only by the dispatch member sent.

Delay Courier Door-to-door, call the Baotu station after the Express, just know courier ask for leave, change by others to send. After the substitution of the courier still did not come, Mr. Jia called Baotu Station to inquire, dozen times the phone is not busy is no answer. It was not until 7th that two books were sent to him after a week in the city's pocket.

13th, according to the Twin Cities Express website Contact Way, the leader of the reporter call contact Yang Manager's phone, but has been a busy tone. Herald reporter also to deal with the complaints of the recommendations of the customer service staff message, received the reply is: "(this Order) March 2 (Friday) arrived, but the first distributor was the traffic police buckle car, unable to dispatch, the return of this order, just this order is the unit address, can only work day delivery, Monday we arranged again, also did not serve, After the substitution was delivered in Tuesday. For this explanation, Mr. Jia is still skeptical: "How could you be so skillful to be pulled off?" Monday changed people, how still did not send? ”

It is understood that, in addition to Amazon, dual-built and Jingdong Mall and other electric operators have express cooperation, to undertake settled distribution. In these electricity business Forum and other Logistics Forum, about this company's complaint is not a few, basically all concentrated in the cargo delivery after the two Express "express slow Delivery", "the phone is always not pass" on. Some consumers also said "no longer shopping in the Amazon", "suggested Amazon replace the double build" and so on.

More local third party cooperation

After receiving the information reflected by Mr. Jia, on Amazon's choice of express delivery Partners, 13th, the Amazon China Guide newspaper reporter responded that the current Amazon distribution system by the own distribution team and a number of third-party distribution partners, for third-party distribution, there are some criteria for consideration, and will also monitor, Keep track of their services in order to bring a convenient shopping experience to consumers. However, at present, consumers can not choose their own courier company.

In Shandong area, only by the double build Express and Qingdao Sea Red Net send Integrated Services Co., Ltd. two designated enterprises distribution.

It is understood that Amazon has its own express enterprise century outstanding courier, but mainly limited to the distribution in Beijing, in most areas still have to cooperate with other express companies. In these cooperation lists, the reporter noted that Guangxi, Hunan, Shandong, Guizhou and other provinces, are the local express delivery enterprises to undertake the distribution work, only individual provinces are sent by the house such a nationwide logistics and distribution.

At present, such as Taobao Consumer-to-consumer platform, usually by the settled merchants choose their own express company, consumers can also be based on the need to negotiate with the merchant, their designated courier company. But Amazon, Dangdang, Jingdong Mall, such as the company, most of the goods are unified distribution, to the provinces and then by the local cooperation of the courier companies responsible for sending pieces. The problem is that the local express companies are mostly small, consumer complaints occur.

Even have their own express company, its coverage is limited. Jingdong Mall has built its own distribution center (Beijing-East Express), and in many cities to carry out door-to-door business, but its website also noted-express delivery refers to the Jingdong Express or Beijing-East selection of Low-cost Express Company, the Post Office Express package, China Railway Express and so on.

Herald reporter noted that consumers in these sites, often can enjoy a relatively inexpensive freight. For example, Amazon and Dangdang currently implement "shopping full 29 yuan free shipping" preferential policy, 29 yuan under the only 5 yuan freight, Jingdong Mall is "full 39 yuan is free." Insiders said that the electricity dealers played "freight card" is also caused by market competition, in this context, the enterprises will inevitably control the cost of logistics links.