Those who read my blog will know that I often complain about how compared to all other services offered via online retail, the actual process of returning a faulty or unwanted item has usually been well below par. Even Amazon falls foul of this - where all its other service offerings / customer support services are excellent, their returns handling process is really very poor in comparison.
All Saints was the first company I experienced which handled returns properly, but now there is a service company which offers this kind of incredible service to all UK-based online retailers. I was first made aware of Collect Plus’s existence by one of my favourite outward bounds activity equipment retailers - Wiggle - from whom I get a lot of my Nordic Walking kit. In the most recent shipment there was an A4 sheet of paper with detachable label - addressed back to Wiggle c/o Collect Plus returns.
The paper explains that you should detach the sticky label and apply to the package of goods you wish to return - making sure you remove / cover your own delivery address. You then go online on the Collect Plus Website and look up your postcode to find your nearest Collect Plus representative / outpost / collection point.
Collect Plus has an extended network (4,000+ locations) of mostly corner shops, newsagents and petrol stations. You take your package to one of these, and are given a tracking code when you hand over the parcel - for your own reference and further correspondence. The package is then picked up by one of the numerous vans belonging to the Yodel delivery network - which then returns the package back to the original retailer. Yodel handles 200+ million parcels a year. The retailer obviously pays a cost per package - which needs to be factored into the overall overheads of the retailer.
This system is not too different to the one I mentioned in my blog about Amazon using 7-Eleven to offer a similar delivery service - no mention of returns collection yet, though I’m sure Amazon’s 7-Eleven system could be used for that too.
As a consumer, ’Returns’ is one of the key reasons why many shoppers prefer to shop at a High Street store. However, with the easy accessibily of the Collect Plus system (extended hours, local collection points), it looks like online retailers now have a perfect solution for this too. Well done everyone concerned! The service is already being used by ASDA, ASOS, Boden, House of Fraser, TOPMAN etc. etc. - this is one more reason to choose one retailer over another; for any retailer who has elected to use this service - this clearly communicates that they are hot on customer service.