No ringtone, packages left in the rain: Digitec Galaxus customers fed up with Planzer deliveries

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“Doesn’t work with Planzer” or “I don’t want to be supplied by Planzer”. Such comments are increasing on Digitec’s website. In the last few days alone, scores of comments from upset customers have already added to the hundreds. Allegations: Packages are left in front of the front door without ringing the bell, without informing them, or even left in the rain. Or packages arrive later than advertised.

Digitec Galaxus takes these precautions

Due to the many negative reviews, at Blick’s request, Swiss online giant Digitec Galaxus, which also owns digitec.ch, has now taken measures. “Our customers will be able to opt out of Planzer as a supplier in the future,” a spokesperson said. But the solution must be programmed first. The new function is expected to be activated this quarter.

As a second measure, Digitec Galaxus has been surveying the satisfaction of all customers who have received service from Planzer for more than a month. So far it’s been around 20 percent. “Of course, we take customer criticism seriously,” says the Migros subsidiary. The online store has been working with Planzer since autumn 2022.

Overall, Digitec Galaxus ships between 10 and 25 percent of all deliveries, depending on the day, using its own warehouse delivery service. The delivery service picks up bulky goods, such as large televisions or furniture. “Planzer also handles the package delivery of orders we receive between 19:00 and 21:00,” the spokesperson continued. Online shipping managed to extend the order deadline by nearly two hours.

The retailer points out that overall, there is no significant difference in customer satisfaction between Planzer and Post: 92 percent are satisfied with Post parcel shipments, and 89 percent are satisfied with Planzer deliveries. That’s why Digitec Galaxus continues to work together. The Digitec website doesn’t shout against the yellow giant the way it does against the Planzer, though.

Anonymous comments

Planzer itself is aware of the negative criticism: “We examine every instance where something is not working properly very carefully to learn from it and improve further,” says a spokesperson. But this is proving to be very difficult as most of the comments from the Digitec Galaxus community are anonymous. It is also evident from buyers’ comments that it is difficult to access the delivery service.

To prevent such incidents, Planzer trains its employees on the delivery process. However, overall the feedback on the package service is very good. Planzer also serves platforms such as Deindeal and Gonser. “But we are aware that there are situations where things don’t go perfectly, and we are working on that.”

Source :Blick