Should rename yourselves to Mr. Confusing-as-hell
The delivery process and tracking is the most confusing I have ever come across with an online retailer. First of all there is no indication prior to placing an order that home delivery is done to your mailbox (unless the parcel is too big), this very handy piece of information you only receive once you have placed your first order. Then you get sent a go-parcel link which appears to simply reset itself every 12 or 24 hours to show your package delivery date has moved to the next day. Meanwhile if you dare disturb customer service you will get very curt, bordering on rude, replies including being told to phone the delivery point yourself to find out if the parcel has arrived. Thankfully DHL who I eventually phoned (no thanks to whichever customer agent treated me as if I did not pay for an order but was actually receiving charity from them) could finally confirm that the order was in fact delivered. But here is the best part, the minute I collected the order from the pick-up point, DHL sent me an email that my package was delivered to the collection point . . . I mean really. A delivery notice is supposed to precede collection!
You seriously need to consider relooking this whole go-parcel tracking. On the one hand I had this "tracking" link telling me my parcel has not been delivered more than 72 hours after I order and on the other hand I had this rude customer service agent telling me that it was delivered less than 24 hours after I placed my order. According to go parcel as of today (the 31st of August) the package was only delivered on Monday afternoon after 5pm. It is just a mess. It is no wonder you get such bad ratings for holding up your end on the next day delivery promise. In the end I got what I order, but it really would do your brand no harm if you communicate better about deliveries and if you actually trained who ever answers customer service emails in the SERVICE component of it.
