Shipping & Deliveries
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I recently shared that we had transitioned our courier partner from UPS to DHL in an effort to provide a better service for our customers. When I made that announcement, I mentioned that we aren't too proud to revert if a change isn't working. While I didn't expect to be in this position quite so soon, we have made the firm decision to return to UPS.
While I still believe DHL’s "in-flight" user interface is more intuitive for the end user, we encountered fundamental operational issues during this first month that would have had a significant knock-on effect on our overall service.
Specifically, DHL proved much slower and less reliable when transporting goods from Japan. This resulted in delays to product releases and, in busy periods, would potentially force "rushed" launches due to shipment backlogs. Just like our clothing, we take our time to ensure our release process and product information meet the highest possible standards, something we aren't willing to compromise for a courier.Furthermore, we experienced instances where DHL refused to collect goods from IHUK - an issue we never encountered in eight years of working with UPS. Having customers receive a shipment notification only for the package to sit in the UK for an extra day or more is completely unacceptable to us. We also discovered that DHL does not provide a return service in many "remote" locations, leaving some customers with no choice but to drive long distances or shoulder the burden of expensive return costs.
We do not view these as minor teething issues, and uncovering them so early gives us significant concern regarding the viability of a long-term partnership. These negatives go against the fundamental service we strive to provide at Iron Heart. I sincerely apologise for any inconvenience caused by this temporary switch. As always, I am happy to address any questions or concerns you may have - please reach out via DM or email so we can keep this thread clear. -
There must be a gap in the market for a global shipping company that can consistently do its job properly!
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Thanks for the transparency! It's a big part of why I trust/admire Iron Heart as brand. Although I am personally very happy about the return to UPS, I don't begrudge the team one bit for trying out DHL. Experimenting is better than stagnating
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Well then, I’m saving the world using DPD!
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Mixed feelings about my latest delivery.
I specifically requested Signature on Delivery, as I live in an apartment complex and packages do sometimes go missing if left unattended.
The package got from UK to Aus in reasonable time, so no complaints there.
However, the package was just dumped at the front door of the complex. I was busy at work and didn’t check tracking all day, so it’s lucky noone swiped it.
The UPS “proof of delivery” screen grab below shows that signature was required, but also that it was “Received by Inside door”.
I got lucky this time, but a bit frustrated at the lazy couriers.
Sporadic visitor.
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@RocknRoll UPS is very problematic here as well.
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@RocknRoll it would have been passed from UPS to couriers please once it cleared customs in OZ hence the shit show it’s not IH but more on UPS for their delivery partner here
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@Brian said in Shipping & Deliveries:
@RocknRoll it would have been passed from UPS to couriers please once it cleared customs in OZ hence the shit show it’s not IH but more on UPS for their delivery partner here
If it got passed to Couriers Please that would explain it - that mob are the absolute worst, by a massive margin. They have zero care factor.
I realise IHUK are in a tough position, trying to find a solution that works for everyone. I don’t envy the task, and I thank them for doing what they can.
