just sent to DX courier via their 'contact us' page25 Jan 2022 12:02
'Hi there,
I am a shareholder in eve sleep PLC and you deliver a lot of their products. You seem to be their major courier.
I notice from the Trustpilot pages for eve sleep that people are complaining about the delivery service they are receiving for their eve products, which is now down to DX. I am concerned that the poor Trustpilot reviews for eve will badly affect the impression that people will form of the customer experience of buying from eve. That will deter customers buying from eve and they need all the sales they can get.
You, like many organisations, have had problems with covid and self isolation by staff etc (probably this will continue for a short while) but there are numerous examples of people saying that the delivery arrived but DX staff were brusk or rude, wore dirty boots as they entered the home and made markes on the floor, or left a large deliveries in an awkward place and away from the threshold.
Even if you are short staffed that would not excuse rudeness or making carpets dirty. Your staff could be supplied with shoe covers for a very small cost indeed. People who come to my house often wear shoe covers (Virgin internet people for example).
Customers are also frustrated by deliveries which fail to turn up in the time frame you have told them.
Could you please make every effort to make improvements the issues which are easily addressed? Talk to your staff on what, with very little effort, they could do to make eve (and other) customers happier. If eve prosper then so will DX, which is good for everyone. I may even purchase shares in DX so I can have more of a say to DX management. If DX improve, so will their shares' price. Presumably that would be good for your colleagues who may well have a personal interest in the company.
Trustpilot do have a page on DX dxdelivery.com giving you a score of 3.7 on Reviews 64,498 • Average.
Eve's Trustpilot score is 4.2 but was 4.3 till recently, mainly down to delivery problems.
Some of the DX customer reviews are very good, telling of your helpful staff and how they went out of their way to assist. That shows it can be done but your best practice has to be followed by all delivery staff, not just a few.
I trust you will pass my message on to management and also your colleagues. I assume eve sleep contact you regularly themselves but I just wanted to add my voice – as a private individual – to their request that you always offer the best service possible.
With kind regards,
DG'
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