SMS (Special Mail Services) Courier Review

Overall Rating

Easy to use on-line redelivery system.

Delivery service that doesn't deliver
Delviery serivce that doesn't even attempt to deliver
Delivery service that claims it tried delivery when it didn't
Uninspiring website
Stupid text message alert system

The SMS (Special Mail Services) Courier company had the job of delivering some concert tickets to me at home. I missed the delivery as my girlfriend & I work all week but this isn't my beef with SMS. After all, my situation means that all delivery companies miss me Monday-Friday. My problem is what happened next.

I arranged, via SMS's on-line redelivery system (simplicity itself - I have to be fair to them) to have the tickets delviered at a time when I was in. I then waited all day for the tickets and the courier didn't even come to the house. I know this because there was always somebody in the front room - my girlfriend and I didn't want to miss the delivery. So we sat around from 8am-6pm, completely wasting a day off and all for nothing. The next thing I know, SMS write to me to tell me about the "missed delivery" which should, in fact, be titled a "non-attempted delivery". I used the on-line redelivery system again to arrange a Saturday delivery this time.

The night before delivery, I received an automated text message telling me to call SMS Urgently about something. I did so and the operator on the phone had no idea why I had been asked to call! So, some the next day, I spent another mind-numbing 10 hours sitting around waiting for the front door. Once again, my girlfriend joined me in the vigil and once again the courier didn't even bother to come to my house. There was not a moment went by that the front door was not watched. We live in a terrace that opens onto the street and it is impossible for somebody to knock at the door and for us to not hear it inside the front room. Needles to say, I was fuming.

Come the next working day, I had left for work and my girlfriend went downstairs after showering and found a 'failed delivery' notice shoved under the front door! So I rang SMS demented with anger and told them that their courier had failed to even bother trying to delvier my tickets and that he/she had been telling lies about his/her delivery attempts. Did the staff attempt to apologise or investigage? No, they just told me to get the tickets delivered at work. I did this and, lo and behold, they arrived third time of asking.

What galls me is that the courier had made no attempt to deliver the tickets. They just couldn't be bothered. It's not like they couldn't find the house as the note shoved under the door proves. They then lied to SMS about their activities. Now, I wouldn't blame SMS if this was just one dishonest courier but, everywhere I turn, there are people complaining about this hopeless company and the hopless, lazy "delivery" drivers they emloy.

I'll be calling the box office, or dropping in , directly in future. See Tickets (the on line ticket agency who use SMS) can no longer count on my custom or that of any of my friends unless they drop SMS and start using Royal Mail again - at least if you missed your tickets, you could go and pick them up.

Avoid!

Members' Comments onisteve's Review

• SMSSLANE on 11th Apr 2005

  My name is Stephen Lane, the Contact Centre Director for SMS. I would be happy to investigate the problems you mention and provide a response to you. Please contact me on my company e-mail slane@specialmail.co.uk .
  Many thanks
  
  
  
  Stephen Lane
  SMS Contact Centre Director

• jamesgreenbury on 19th Apr 2005

  I am sorry to hear of the poor service you received. If you would contact me by e-mail I would gladly have our team investigate what happened and get back to you.
  
  James Greenbury
  Chief Executive Officer
  jgreenbury@specialmail.co.uk