Feedback

Delhivery's Poor Communication Leaves Sellers in Limbo

Subham Saha, a seller using Delhivery's services, expressed frustration with Delhivery's lack of response to his queries regarding a shipment. Despite reaching out for assistance via social media platforms and direct messages (DMs) to Delhivery, Subham did not receive a satisfactory resolution or timely communication. Instead, Delhivery redirected him to contact his service account manager for weight/shipment-related queries.

Subham's experience highlights the challenges sellers may face when seeking support from logistics service providers like Delhivery. The delay in response and redirection to other channels for assistance prolongs the resolution process and may impact the seller's operations and customer satisfaction.

To address similar issues effectively, sellers like Subham can consider the following steps:

Step 1: Document Communication Efforts

Keep records of all communication attempts made with Delhivery, including timestamps, messages sent, and any responses received. This documentation serves as evidence of the seller's proactive efforts to seek assistance.

Step 2: Follow Up Persistently

If initial inquiries do not yield a satisfactory response, persistently follow up with Delhivery's support team through multiple channels, including social media, email, and phone calls. Emphasize the urgency of the issue and the impact on business operations.

Step 3: Escalate Concerns Appropriately

If standard support channels do not address the issue promptly, escalate concerns to higher levels of management within Delhivery or explore alternative dispute resolution mechanisms, such as consumer protection agencies like Jagruk Grahak Jago.

Step 4: Seek Clarification on Resolution Process

Request clarification from Delhivery regarding the expected resolution timeline and the specific steps they will take to address the seller's concerns. Ensure clear communication and alignment on expectations.

Step 5: Explore Alternative Logistics Providers

Consider exploring alternative logistics providers or diversifying shipping options to mitigate reliance on a single provider. Evaluate the service quality, responsiveness, and reliability of potential alternatives before making a switch.

Step 6: Provide Feedback for Improvement

Regardless of the outcome, provide constructive feedback to Delhivery on the customer service experience. Highlight areas for improvement and suggest measures to enhance responsiveness and support for sellers in similar situations.