"Simple" delivery of large items - what a fail - forced to wait at home for a whole day.

[przybyla7]

So having sold a large item (plastic wall cladding sheets, about 1kg, but 1 metre long) I had the joy of "simple" delivery to content with. Only option for the size was the large size, which it turns out is DHL collecting it. No option to drop off, has to be collected, and must be someone at home to sign(?), and the pick up window is 6am to 6pm. Hardly worth bothering for a £10 item (£12 delivery), but decided to stay home and wait. And wait. And wait. Eventually eBay updates with "not collected, premises closed" which is funny for a family home, with me working in the garage in plain sight of the entrance gates and 2-3 other members of the family around.  After 45 minutes going in circles with the eBay AI, I learn they will try 3 "more" times. Bottom line: DO NOT BOTHER SELLING ANYTHING OVERSIZE. You will be completely dependent on DHL and their pants are on fire.

[style_wise]

This isn't actually a Simple Delivery issue, but a courier issue. I know how frustrating it is because I have experienced it with Yodel. The driver is over-taxed with targets and running of time, so starts cutting the most  optional jobs. This sometimes shows up as false 'collection attempted' and 'delivery attempted' (even though you know they did not show. The only way to deal with it is to complain to the courier's Customer Service. Once they know not to firetruck with you, they will not make your collection optional.

Also most advise you to phone eBay on a weekday morning, after 8am, for better CS.

[department28]

If the OP had been allowed to choose their own method of posting, they would have been able to select a drop-off option, and/or a use a different courier. The day wasted waiting in was courtesy of no-choice Simple Delivery.

[sml192]

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@przybyla7 wrote:

a Only option for the size was the large size, which it turns out is DHL collecting it. No option to drop off, has to be collected, and must be someone at home to sign(?), and the pick up window is 6am to 6pm. 

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That is a ridiculously long collection window.  The DHL eCommerce website states collection between 8.00am and 6.00pm but with a 1 hour collection window, so no idea why Simple Delivery can't provide the same.  DHL also provides options for collection from a safe place or drop off at a depot, so again no idea why those couldn't be included with Simple Delivery.  

[971397id]

just another example of ebay not using and have never used their own systems.

i will never wait in for a courier, pointless waste of time, it's why they have service points.

[przybyla7]

The issue is simple delivery because it gives no choice. Knowing where I live, I would not choose a collection service because of our remoteness. I would choose to drop it off myself. "Simple" delivery is nothing of the sort because it removes choice, particularly for oversize items.

[przybyla7]

They did narrow it down to 615-715 pm, but that message was sent at around midday, 6 hours after the start of the window and too late to let me rearrange my day. And then of course they don't turn up because it is late. The ridiculous part is the item is only worth £10, and we live in a very safe area and have lots of places to leave parcels for collection but they insist someone is present for sign. I think this is actually for the receiving end, but they haven't figured out how to split the two parts of the process.

[flossk]

I sold a bulky item on 29 August. EBay notification advised it would be collected by DHL on 1 September.  Waited whole day nothing happened. Spent hours going through ebay website and numerous questions to help/ customer service. No answer just referring me to Simple Delivery postage process. Yesterday went back to sale notification and it showed collection today. Nearly 3pm so I guess I still have about another 3+ hours to wait. I desperately need to go to the pharmacy to get a repeat prescription. The frustration is not knowing if there is something else I need to do. None of my questions get answered by this automated response system. I can't contact DHL as I haven't got a tracking number. The order number isn't recognised. 

Oh how I miss the days when I  could speak to someone. This is my 1st sale with Ebay. I'm out of ideas.

[4_bathrooms]

Since DHL and Evri merged they have both become hopeless for large parcel collections even outside of Simple Delivery.

I have items that - due to size - can only be collected as collection points will not accept large (>1.2m) items. Most couriers do not accept items over 1.5m without a direct account but Evri has a "Light and Large" service available via brokers and DHL now accept larger items too (likely as a result of the merger).

Ever since the merger I have been having severe issues with both Evri and DHL collecting large items. Apparently, our "Friendly local courier" is frequently unable to collect. I have no idea why; this is a large DIY store sitting on a main road. There are signs and arrows plastered outside - the site even has its own dedicated traffic-light controlled entrance from a road junction with a large lorry and car park. Once inside the (wheelchair accessible) customer entrance there is a large customer counter with a minimum of two staff present at any one time plus other staff on the shop floor - all of them know where to retrieve items being collected by couriers from. This isn't somewhere in the sticks either - it is located on the border of two large towns in the West Midlands a five minute drive from a major junction of the M6. It is about the easiest collection job a courier could possibly be given.

So, it looks like I'll have to try DPD again but they were actually far worse than Evri for doing this sort of thing in the past. Obviously that's not a solution if you're a private seller forced to use DHL (who are now the same company as Evri)  - is it still possible for private sellers to offer "Collection only" on such items?   

[sml192]

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@4_bathrooms wrote:

Since DHL and Evri merged they have both become hopeless for large parcel collections even outside of Simple Delivery.

I have items that - due to size - can only be collected as collection points will not accept large (>1.2m) items. Most couriers do not accept items over 1.5m without a direct account but Evri has a "Light and Large" service available via brokers and DHL now accept larger items too (likely as a result of the merger).

Ever since the merger I have been having severe issues with both Evri and DHL collecting large items.

Although the Evri and DHL merger was announced back in May I don't think that they have actually merged any of their operations yet.  The acquisition of DHL eCommerce UK by Evri was only given approval by the CMA today so hasn't been finalised yet.  DHL eCommerce UK will be rebranded as Evri Premium but will continue as a separate network to Evri.  DHL Express is not part of the acquisition so will remain separate.

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@4_bathrooms wrote:

- is it still possible for private sellers to offer "Collection only" on such items?   

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Yes, 'Collection Only' is still available to Private Sellers. 

[4_bathrooms]

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@sml192 wrote:

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Although the Evri and DHL merger was announced back in May I don't think that they have actually merged any of their operations yet.  The acquisition of DHL eCommerce UK by Evri was only given approval by the CMA today so hasn't been finalised yet.  DHL eCommerce UK will be rebranded as Evri Premium but will continue as a separate network to Evri.  DHL Express is not part of the acquisition so will remain separate.

Everything you say is correct but since the start of July both Evri and DHL (eCommerce) have been failing to collect "bulky" items. I was using Evri's "Light and Large" service for things like bath panels and DHL for heavier items up to 120cm as DHL were often cheaper than Evri for such items (well, unless the item was going to a "remote" postcode). It may be a coincidence but both stopped even attempting collections of bulky items at the same time around a month after the merger/takeover was announced. Regular parcels are still collected by Evri but neither of the Evri drivers who collect "regular" parcels are responsible for collecting L&L parcels so they can't provide an explanation (or aren't allowed to).

I believe the bulky item delivery offered through Simple Delivery is also provided by DHL eCommerce - I'm pretty sure eBay/DHL aren't offering same day or timed deliveries through SD. Maybe I'm reading too much into it but the timing of all the announcements suggests to me that it isn't just a coincidence.