Problem with Lazada and Kerry delivery

[PattayaKevin]

I'm having trouble with orders through Lazada. The problem is that these merchants I bought from used Kerry for the delivery of the items. I've never had problems like this before with Kerry but now they are not delivering the packages. They keep making excuses of either invalid address or no one at home. I have lived at my house for a year and it is my correct address. I am either at home or someone else is here. They guaranteed delivery by December 2 for the one package which still hasn't showed up 5 days later. Lazada refuses to do anything except telling Kerry to deliver the packages. The merchant a Lazmall merchant refuses to do anything and told me to contact Lazada and Kerry. 

 

Talked to Kerry who are idiots they say it will be delivered the day I call them. They never deliver then they claim they don't have the staff to deliver the packages. 

 

What would my options be the two packages have a value over 25000 baht which I paid to Lazada. 

 

I want to go to the police and file a complaint and then take the complaint to my bank and do a charge back as I used my banks Mastercard. My wife is trying to call them but keeps getting the runaround. She believes them when they say they are delivering it every day. 

[proton]

mrs used Kerry a lot, not now. The last next day delivery took 5 days and the fruit inside was ruined. Called them many times, always say they will look into it and ring back, they never did.

[scubascuba3]

Best to wait a few more days, I've noticed they make up excuses when they can't deliver for whatever reason

[steven100]

It took Kerry one week to deliver an envelope in Bangkok .....   NEVER EVER USE KERRY AGAIN  !!

[CharlieH]

In my experience the transport/delivery logistics is handled by Lazada depending on the seller, the item, the location.Lazada generally control whose used where the item needs to be collected as opposed to "dropped off" by the seller.

Cant find you, ran out of time, too many to do in a day, all common answers.

 

If you are not prepared to wait, the time for stated delivery has passed, then go through the "cancel order" procedure.That invariably ends up in a delivery quite quickly or a refund.

[PattayaKevin]

I tried canceling the order but Lazada and the seller said they can't because the order is now with Kerry. 

[garrya]

Kerry used to be great. Nowadays, they don't care at all.

We have been selling online for 4 years and both Lazada and Shopee keep changing their shipment providers and I can safely say that never have we had so many problems like Kerry. We have lost a number of customers and a lot of money because of their negligence. They usually mark unsuccessful delivery even if they have not attempted a delivery, they damage the most orders, leave packages at the wrong address, and their support service is a joke. 

[KannikaP]

For smaller items, Thailand Post is quicker and cheaper. Parcel from invade in Hua Hin arrived next day in P'lok.

[Mickeymaus]

I also have a very big problem with Kerry. Just a few days ago there was the message in Lazada 

 

"Attempt to deliver your parcel from Kerry was unsuccessful due to recipient reject at doorstep."

 

I would reject a delivery that I ordered and never saw?!

 

Nobody was here. We have a gate with several security guards. They didn't see Kerry. I sent several emails to Kerry. No answer. I called them and 2 times I got the message that they will call back but nothing happened. The next day the package was back on the way to the seller. 

 

Does anyone know what this means for the seller in terms of cost? 

 

Anyway - the seller was kind enough to send it to me again. He didn't ask for it but I promised him that I will refund him any expenses outside Lazada if this happens again. The delivery order has now been in Kerry's system for several days already, but hasn't yet been picked up by Kerry. Perhaps they don't want to deliver to me anymore?! 

 

Can I find out which delivery company the seller uses? I will not order again if this is Kerry. 

[garrya]

1 hour ago, Mickeymaus said:

I also have a very big problem with Kerry. Just a few days ago there was the message in Lazada 

 

"Attempt to deliver your parcel from Kerry was unsuccessful due to recipient reject at doorstep."

 

I would reject a delivery that I ordered and never saw?!

 

Nobody was here. We have a gate with several security guards. They didn't see Kerry. I sent several emails to Kerry. No answer. I called them and 2 times I got the message that they will call back but nothing happened. The next day the package was back on the way to the seller. 

 

Does anyone know what this means for the seller in terms of cost? 

 

Anyway - the seller was kind enough to send it to me again. He didn't ask for it but I promised him that I will refund him any expenses outside Lazada if this happens again. The delivery order has now been in Kerry's system for several days already, but hasn't yet been picked up by Kerry. Perhaps they don't want to deliver to me anymore?! 

 

Can I find out which delivery company the seller uses? I will not order again if this is Kerry. 

They do this all the time. Incompetent and negligent staff  God knows why they keep doing this. 

As per policy on online platforms, the shipment provider has to call before delivery. 

[Raindancer]

18 hours ago, PattayaKevin said:

want to go to the police and file a complaint and then take the complaint to my bank and do a charge back as I used my banks Mastercard. My wife is trying to call them but keeps getting the runaround. She believes them when they say they are delivering it every day. 

Firstly,  never pay in advance. Secondly, contact your card company and raise a dispute.   That way your money is refunded into your account. Or, payment is recovered from the seller, unless they deliver.    A dispute goes to the seller, who, if genuine, will get off their backsides and  chase up delivery of your order.

[PattayaKevin]

Supposedly when I messaged Lazada today they canceled the order and told Kerry to return to sender. They said that they can't refund me until they get the order back. Then after they get it back could take them up to 30 business days to credit my credit card I used. 

[Mickeymaus]

44 minutes ago, garrya said:

They do this all the time. Incompetent and negligent staff  God knows why they keep doing this. 

As per policy on online platforms, the shipment provider has to call before delivery. 

No, he called me so that the call is shown in their system. He didn't say anything. But when I asked "Lazada?" he imidiately hung up. I could see later in the tracking system that he called me at this time. But bad for him... At our gate all vehicles are registered and filmed. He never was here. And when he called me I went immediately down to the parking area. No Kerry and also the guards confirmed this. 

 

I've also often had that I couldn't be reached, that I'd asked for a different delivery date, whatever.  But in all these cases I received the delivery. This was the first time that it was returned to the seller. And I need these things urgently...

 

I also had already that they tried to deliver a flat envelope instead of a bigger parcel containing the product. I always make unpacking videos. Gets on my nerves but seems to be necessary. So far I didn't get wrong or broken products - not yet... 

[Photoguy21]

I have not experienced this problem. When they are going to deliver I always get a call to make sure there is someone to collect the delivery. Don't you get a call? They normally do call to make sure they are not wasting their time.

[JackGats]

That's why it's better to stick to cash on delivery. You then have to deal with the hassle of them coming just when you're not at home but it's better than chasing a refund.

 

By the way, the Lazada app is lousy with addresses. It can sometimes "force" an unintended address. I was staying in Pattaya at a LK Hotel. Somehow the app had contrived to register the address of another LK Hotel (there are several LKs in Pattaya).

Edited December 8, 2022 by JackGats

[Thailand]

The calling and not answering seems to be standard now for many of the delivery companies. Shows on the phone but does not confirm that the receiver has the package.

[Mickeymaus]

2 minutes ago, Photoguy21 said:

I have not experienced this problem. When they are going to deliver I always get a call to make sure there is someone to collect the delivery. Don't you get a call? They normally do call to make sure they are not wasting their time.

I always got calls. At the Kerry tracking system their calls are registered. I don't know at the other companies. But if they didn't want to deliver they did not talk to me and simply hung up. So for their system they contacted me. And I tried to call them back. Nobody picked up. Only one time the courier asked me if he can come the next day. No problem then. It is honest. 

[garrya]

22 minutes ago, Mickeymaus said:

No, he called me so that the call is shown in their system. He didn't say anything. But when I asked "Lazada?" he imidiately hung up. I could see later in the tracking system that he called me at this time. But bad for him... At our gate all vehicles are registered and filmed. He never was here. And when he called me I went immediately down to the parking area. No Kerry and also the guards confirmed this. 

 

I've also often had that I couldn't be reached, that I'd asked for a different delivery date, whatever.  But in all these cases I received the delivery. This was the first time that it was returned to the seller. And I need these things urgently...

 

I also had already that they tried to deliver a flat envelope instead of a bigger parcel containing the product. I always make unpacking videos. Gets on my nerves but seems to be necessary. So far I didn't get wrong or broken products - not yet... 

They do this. Only Kerry though. 

Ring a sec and carries on.

My missus has had this numerous times so did our Buyers. 

We have reported this to both Lazada and Kerry, but as usual, nothing has  changed. 

 

 

[Photoguy21]

4 minutes ago, Mickeymaus said:

I always got calls. At the Kerry tracking system their calls are registered. I don't know at the other companies. But if they didn't want to deliver they did not talk to me and simply hung up. So for their system they contacted me. And I tried to call them back. Nobody picked up. Only one time the courier asked me if he can come the next day. No problem then. It is honest. 

Seems strange I must admit. I wonder what is going on with Kerry, usually as you say they are good.

[garrya]

10 minutes ago, Thailand said:

The calling and not answering seems to be standard now for many of the delivery companies. Shows on the phone but does not confirm that the receiver has the package.

Yeah true. Kerry even marks unsuccessful deliveries when the package is still in the sorting depot. Outrageous. They play the system as the online platforms don't crack down on them.

[garrya]

1 minute ago, Photoguy21 said:

Seems strange I must admit. I wonder what is going on with Kerry, usually as you say they are good.

Used to be good. However, nowadays, they are getting funny. 

I looked at our problem deliveries and 70% accounted for Kerry and the other 30% DHL, BEST and J&T combined. This sums it up.

 

[Mickeymaus]

2 minutes ago, garrya said:

Used to be good. However, nowadays, they are getting funny. 

I looked at our problem deliveries and 70% accounted for Kerry and the other 30% DHL, BEST and J&T combined. This sums it up.

 

What do you have to pay as seller if the delivery is returned to you? 

[bradiston]

Depending on your location, locate the nearest Kerry depot and go and pick it up yourself, if at all possible. Same with Flash and all the others. They all use the "recipient rescheduled delivery" trick.

Edited December 8, 2022 by bradiston

[worrab]

32 minutes ago, Photoguy21 said:

I have not experienced this problem. When they are going to deliver I always get a call to make sure there is someone to collect the delivery. Don't you get a call? They normally do call to make sure they are not wasting their time.

We have never had problems with Kerry. They either call beforehand or send me a message to state they will be delivering. These are for CODs by the way. Even for just a straightforward delivery and no cash involved we still get a phone call. If we are out then they are told to leave it in the basket by the gate which they always do. Perhaps it is because we have a regular driver and this makes the difference.  

[garrya]

5 minutes ago, Mickeymaus said:

What do you have to pay as seller if the delivery is returned to you? 

We don't pay if the delivery is unsuccessful. However, the goods often get damaged when they get returned and that's a loss. Returned products are treated as garbage. We have large items and they require custom-made packaging which we have to replace. Can cost hundreds of Baht. 

 

We can often prove from chat messages that the Buyers were not contacted and they indeed need the product but nothing happens. So basically we lose customers who eventually don't want to order again to avoid disappointment. Not saying we lose revenue. This could be monthly thousands or even tens of thousands when the seller sells more expensive products. Lazada ignores it. 

 

The worst thing is that many Buyers blame the Seller for these and if they happen to succeed to receive their order, they would leave a bad review bad-mouthing about the Seller. And again, the online platforms allow these bad reviews even if it's crystal clear that the buyer blames the shipping service. 

[Hummin]

Never had problem with Kerry at our place, they always drive in to our remote farm, but Best same as OP describes. Always cheats, customer out of reach, not available, etc.

[Mickeymaus]

8 minutes ago, garrya said:

We don't pay if the delivery is unsuccessful. However, the goods often get damaged when they get returned and that's a loss. Returned products are treated as garbage. We have large items and they require custom-made packaging which we have to replace. Can cost hundreds of Baht. 

 

We can often prove from chat messages that the Buyers were not contacted and they indeed need the product but nothing happens. So basically we lose customers who eventually don't want to order again to avoid disappointment. Not saying we lose revenue. This could be monthly thousands or even tens of thousands when the seller sells more expensive products. Lazada ignores it. 

 

The worst thing is that many Buyers blame the Seller for these and if they happen to succeed to receive their order, they would leave a bad review bad-mouthing about the Seller. And again, the online platforms allow these bad reviews even if it's crystal clear that the buyer blames the shipping service. 

It's good to know that Kerry has to pay for it too. I felt sorry for the seller.

 

Can you choose the delivery company or does Lazada assign it to you? 

[Bangkok Barry]

3 hours ago, Mickeymaus said:

"Attempt to deliver your parcel from Kerry was unsuccessful due to recipient reject at doorstep."

 

I would reject a delivery that I ordered and never saw?!

I've had this several times from them. As usual in Thailand, non-delivery is someone else's fault, never theirs. I'm lucky in that these days I usually receive things by Flash, who even give the driver's name and phone number. Proper customer service. Even if they do sometimes show up in a rusty old pickup.

[Sheryl]

I haven't had problems with Kerry either but that is of no help to OP. Obviously there is an issue with the local Kerry branch where he lives.

 

OP since you have already paid, I suggest you make a trip to the Kerry office to pick up the goods and then never order from a supplier who uses Kerry again, unless you have reason to think whatever their problem was, has been resolved.

 

If when you go, Kerry is unable to produce the package then that tells you they have in fact lost it at which point report it to Lazada and demand a refund. If they have it, then you will know the  issue is with either their staffing, their vehicles or their management in that office.

[D M G]

In general, all of the delivery services are slipping.

1.  I place the main complaint on the freelance drivers.  Doing everything possible to cut corners.  It's a money thing.

2. Secondly, the delivery company themselves.  They are turning an eye to the problem and have a inadequate service system to back up customer issues. 

Overall, the growth of internet shopping is not being equally supported by the delivery carriers.