Hello. There was a very unpleasant situation with receiving an order from the LAMODA online store. On Tuesday, 07/16/2019, a courier contacted me with the intention to bring the order. Since it is inconvenient to receive an order on a weekday, I agreed on delivery for Saturday 07/20/2019. On Saturday, after waiting until lunch and not waiting for the courier's call, we called the office ourselves, and, to our great surprise, we found out that we would not be able to receive the order today, since they did not have couriers. Although a week earlier we received an order from the same store on SATURDAY! The young man who answered the call did not even introduce himself, and, as a result, hung up without even listening to me! And after that, he did not pick up the phone for the subsequent calls! What a disrespectful customer service! Why did we find out that there were no couriers only when we called ourselves??? Why didn't anyone call and arrange delivery for another day???
The situation is unpleasant and therefore I contacted the Lamoda store to report it and solve the problem. A conversation took place with Senior Manager Valentina, who promised to contact the management of your delivery service and try to resolve the issue. When she called back, she said that the order would not be delivered, the delivery service management refused! This is impossible! How can such a large and self-respecting company not solve the delivery problem and correct its own mistake! A logical conclusion suggests itself that the head of the department simply did not want to do his direct duties on his day off! How could a self-respecting leader be so careless about a problem! Once again, I note that this is not my whim, the date was agreed and I, for my money, have the right to receive a more respectful attitude! I should not be interested in the fact that your couriers have a vacation, day off or sick leave! We gave two hours of time to wait for the courier, hoping that after all the professionalism and responsible attitude to the work of your employees would win, but during this time no one came and did not even call back!!!
Naturally, I informed Valentina that we were refusing this order, because such a disrespectful attitude towards the client did not suit us. What Valentina should have reported to your delivery service. I was even more surprised by the fact that when I left a claim in your central office, the manager said that this order contains information about the REQUEST to cancel the order. REQUEST??? I called not with a request, but with confidence that your employees are able to correct their mistakes, and not brush off customers with a REFUSAL!
Even more indignation was caused by the fact that this morning you still decided to bring the order!!! And managers are not even aware of the current situation! That is, I conclude that either your employees are so irresponsible that they did not even try to solve the problem, or your company's policy allows such an attitude towards customers!!!
Today, PONY EXPRESS is a leading national operator in the Express delivery market, a major 3PL operator with a developed production infrastructure in Moscow, Russian cities and CIS countries.
For more than 20 years of successful work, we have created a professional team, built the widest regional network, including 60 branches, 126 representative offices in Russia, as well as subsidiaries in Kazakhstan, Ukraine and Armenia. Today we serve more than 9,000 destinations in Russia and the CIS, 218 countries of the world. We are trusted to solve the most complex logistics tasks by thousands of customers from different areas business. We offer our customers a quality service that meets the international level, which is confirmed by a certificate ISO standard 9001:2008.
PONY EXPRESS serves more than 7,000 cities and towns in Russia and more than 2,000 cities in Ukraine, Belarus, Kazakhstan, and Moldova. Delivery to other CIS countries is carried out within the framework of international delivery services.
Temporarily suspended acceptance of non-documentary items from individuals or individuals to non-CIS countries and the CIS (with the exception of Belarus and Kazakhstan).
Postal items weighing up to 20 kg (inclusive) are delivered in the "Express" and "Economy" modes. Items weighing up to 2 kg (inclusive) are delivered in the "Super-Express" mode. Freight items weighing 20 kg or more are delivered in Express and Economy modes.
SML package - An economical way to send parcels in packages of three sizes and weighing up to 10 kg inclusive from the regions to Moscow and St. Petersburg
Delivery on time - Guaranteed delivery of postal and freight items, most focused on the needs of your business. Tariff options "Express 10:00", "Express 13:00", "Express 18:00".
Super Express Mail Delivery - Guaranteed prompt delivery postal items weighing up to 2 kg (inclusive) by a certain time on the next business day to some cities in Russia.
- Express delivery of postal items weighing up to 20 kg (inclusive) in Russia and the CIS.
Economy Mail Delivery - An economical way of non-urgent delivery of postal items weighing up to 20 kg (inclusive). The service is provided on the routes Moscow - St. Petersburg and St. Petersburg - Moscow.
Cargo-Express - Express delivery of cargo items weighing more than 20 kg in Russia and the CIS.
Cargo-Economy - An economical way of non-urgent delivery of cargo items weighing more than 20 kg in Russia.
Direct machine - Delivery of large volumes of cargo throughout Russia and CIS countries. The service "Direct car" involves a full load of the car, freight forwarding and the ability to choose vehicles depending on the type of freight shipment.
Our values:
- Professionalism
- openness
- Reliability
- Innovation
The Pony Express delivery service, which is part of the Basic Element holding, belongs to Oleg Deripaska's holding.
Terrible courier service! I do not recommend anyone to use their services! I'll tell you why. They received a package from Bonprix on June 9, 2018. No one contacted me even after public holidays(June 12 is a holiday), I called them myself on June 14 and started to find out where the package was, etc. Fine. I made an appointment for the next day at the agreed time. After waiting all day, I didn’t receive the parcel, they didn’t even bother to send me an SMS or call me, as is always done when the courier picks up the parcel from the warehouse! I called them again and asked where the courier was, etc. I was told that it would not be there, supposedly someone mixed everything up there and the delivery was postponed to another day. I received this parcel with grief in half on June 18, although they let me down a lot, because. I planned to receive it before June 16 (my birthday), because I wanted to wear something new to go out! Further - another package came to them and agreed that the courier would arrive on June 19 from 14 to 18. Again, no SMS, no call from them or the courier. As a result, I waited all day again. I called, they told me: they have feedback there is no courier, since he didn’t arrive before 19.00, then don’t wait. Today, June 20, no one called me again from their office, did not apologize, nor agreed on what day it would be convenient for me to receive my package! I call again and ask what and how. They answer me that everything is fine - in the morning the courier took my parcel from the warehouse again! Expect from 14 to 18.00. But the courier again did not call back for the whole day and no one sent any SMS! All courier companies, when the courier receives the parcel, send an SMS: the courier took the parcel from the warehouse, wait for the courier (his name and phone number) from such and such to such and such. And now, the clock is now already 21.35 and no one came to me and no one called back! That's how they piss me off which day! And I don’t know when I will receive this next parcel! I didn't choose this company! She made an agreement online store Bonprix! I hope that in the future they will think a hundred times whether it is worth using such “services”! If you think that maybe I live somewhere in the middle of nowhere, it’s not - I live at metro Universitet, practically on Leninsky Prospekt, it’s very easy and fast to get there. I would like to ask the management of the company - where do they work like that ??? Express delivery??? And people pay money for the urgency of departure! So it was already possible to walk a hundred times from Tver to Moscow! For such an unobtrusive service - I would have fired everyone and deprived them of payment for such a beastly attitude towards customers! I advise the management to pay attention to their employees and draw certain conclusions so as not to lose a large number of customers, I don’t think that it’s just me who was so unlucky!!!
