Hey @HuelMike , I think I just realized what’s going on…and it’s not FedEx.
From what Julian wrote:
The orders are loaded on a fedex trailer, at which point the barcode is scanned, this which triggers the “shipping” email. Normally, fedex pick the trailers up daily but due to covid they are struggling to keep up, so sometimes the trailers are sitting there for 24-48 hours, until the trailer is picked-up the tracking link doesn’t work.
They are not using normal FedEx pickups. To save money on shipping they have FedEx leave tractor trailer just for Huel. Because if Huel ships in a trailer they get lower shipping rates. But, it doesn’t make sense to ship a half-full trailer, because they pay the same price as if it was full. So, they wait until they have enough orders to fill the trailer, then they call FedEx for a pickup. And it can take days for enough orders to be placed to fill the trailer.
So, it’s not FedEx, it’s Huel being cheap asses. Just like I thought.
Julian, at our facility we ship hundreds of ground boxes a day, plus dozens of overnight packages, and you know what we do? We have UPS do two pick ups each day, one at 4pm and one at 6:30 pm. That way we can get all orders out each day, and we don’t have angry customers. It costs us a bit more, but we always have happy customers. Why aren’t you doing that?
It’s clear that you all thought Huel would have enough sales to justify using a trailer, but you were wrong and you won’t use a normal FedEx trucks for some reason.
Julian, for crying out loud, why don’t you just offer shipping options so customers can pay for their own shipping? I for one would MUCH rather pay for shipping, knowing it will arrive ON TIME, than save maybe $20 and play Russian roulette with my only source of food…e.g., it took 13 days for me to get my order a while ago, so I ran out of food, and they didn’t even send me the correct number of bags! I wrote a whole thread about it, which is why you are here now.
For real, maybe you’re not aware, but you get “negotiated rates” from FedEx. So you’re not paying what the customer would pay, you’re paying maybe 30% to 50% for ground based on your shipping volume. And it’s even better for air because air costs so much more, so even though your negotiated rates are higher for air, you make more money because the shipping costs so much. You are missing out on a considerable revenue source by not offering shipping options to customers.