“Double 11” express delivery, only received in December

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Author丨Hou Yanting, Xie Zhongxiu, Lv Jingzhi

Ma Shuye Feng Xiaoting Zhang Lin

Editor｜Hui Pengquan

Source: Burning Dimension

Since late November, there have been a lot of discussions on social media about online shopping “express delivery outage” and “logistics stagnation”, and major media have also reported on it one after another.

According to feedback from netizens, in Beijing, Wuhan, Zhengzhou, Chongqing and other places, online shopping has recently been unable to deliver goods or logistics has stagnated at the site.

In this regard, many netizens complained, “For someone like me who loves online shopping, the suspension of express delivery is really too uncomfortable.” What’s the point of life without receiving the express delivery?” Another netizen said, “Returning Taobao Jingdong Douyin’s ‘waiting for delivery’ has more than 2,000 extra cards, which is really a good way to save money.”

Ranjiyuan learned that the 2023 weekly calendar sold by a certain merchant was suspended due to the suspension of express delivery in many places across the country. Many orders could not be sent or were returned after being sent. On December 3, the merchant deliberately posted an explanation on Weibo, “Once the express delivery resumes, our warehouse will arrange the delivery as soon as possible. We are still appealing about the weekly calendar issue. If the appeal is successful, it will be put on the shelves again. Thank you again for your understanding. .”

According to China Business News, as of November 28, 4,835 Yunda outlets across the country have stopped delivering express delivery. Judging from the data in the suspension area table, the reasons for the suspension are divided into four items: abnormal outlets, epidemic prevention and control, public control, and logistics suspension.

The SF express delivery control schedule shows that from November 1 to November 28, there were a total of 25,733 outlet control information (the same outlet may have multiple pieces of control information, not involving 25,733 outlets).

On November 30, the person in charge of the State Post Bureau stated that since November 21, the national postal express delivery has received about 260 million pieces per day, delivered about 270 million pieces, and served more than 500 million people per day. Under the current environment, there are indeed restrictions on the operations of some express delivery outlets and employees, and the upstream and downstream of the industrial chain are also affected to a certain extent, which makes it difficult for some consumers to receive goods in a short period of time after placing an order.

In this issue of the tavern, Ranjiyuan invited many friends to share their recent real experience of online shopping. Among them, some people bought products at JD.com’s self-operated stores during Double 11 and did not receive them until the end of the month; some bought daily necessities at Tmall Supermarket, but there were delays and non-delivery; some could not find express outlets for returns. , Negotiate with the merchant to extend the return time to 1 month.

Judging from the situation reported by them, the delay in national express logistics is not the situation of a single platform, merchant, or express company.

In fact, as early as November 27, the Office of the Leading Group Office of the State Post Bureau’s Postal Express Industry Guaranteeing the Smoothness of the Work held a meeting on the Guaranteeing the Guaranteeing of the Key Enterprises, dispatching postal services, SF Express, JD.com, Zhongtong, Yuantong, Yunda, Shentong, Postal express companies such as Jitu and Danniao have further clarified the actual situation of the current industry operation, focusing on how to ensure the normal operation of the postal express industry during the epidemic prevention and control period, especially comparing distribution centers, outlets and employees Clear and specific arrangements.

The cold wave across the country has come, and the couriers are also going through the wind and rain. According to the State Post Bureau, on the morning of December 1, my country’s express delivery business volume has reached 100 billion pieces this year, and the time to achieve such results in 2021 is 7 days later than this year.

The cat food bought on “Double 11” was only received in December

Meng Meng丨26-year-old advertising plan

On November 28, I finally received the cat food I bought on “Double 11”, which took 18 days.

This year’s “Double 11”, although I restrained my desire to shop, I still stocked up some food for the “hairy kids”. At around 1:00 in the morning, I swiped my phone and saw that the “hairy kids” were eating some good cat food. price, so I placed an order.

The next morning, I took a look at the logistics status and saw that it showed “packing completed”, and at around 7:00 p.m., it was “sending from the sorting center to the sales department”. I thought to myself, according to this logistics speed, it should be delivered to me that night or the next day.

The joy did not last long, unexpectedly, the follow-up logistics stagnated. On November 13th, I hadn’t received the express delivery yet, so I opened the order information and saw the logistics prompt on November 12th, “According to the current situation, your order is expected to be delivered to you before November 13th.” I also asked on the same day Called the customer service, and the customer service said, “Due to the limitation of road resources, the delivery time limit may be delayed.”

I’m still wondering if there are too many deliveries on “Double 11”. Anyway, there is no shortage of cat food in my house, so I didn’t rush, but waited quietly.

Until November 19th, my courier was not delivered. Instead, the customer service contacted me, saying that the courier had been in the sorting center and could not be sent to the site, and it was too long, and there might be a risk of missing items. They asked me how to deal with it, such as Refund or reissue. In order to save trouble, I chose to ask the seller to reissue directly.

Later, I was more “resigned” to logistics. On November 28, a courier knocked on the door. I opened the door while thinking “what is it?” only to find out that it was the cat food I bought.

I am very glad that there was still food left at home at that time, otherwise, like many cat friends who were short of food and cat litter, I would pay a higher price to buy it through takeaway channels, or ask cat friends everywhere for support.

This is also very embarrassing. In the past, “618” and “Double 11” were advocating fast delivery, and news of delivery in ten minutes or even a few minutes was flying all over the sky, but now I am complaining to each other about the slow logistics with my friends around me. It’s going to kill me.

Buy “Jingdong self-operated” for timeliness and high price

still keep delaying

Weiwei丨28-year-old photographer

Recommended by a friend, I am reading the book “Plague Night” recently.

At first, I read it on the WeChat reading app, but I prefer the reading experience of paper books, so I picked a store in JD.com, bought a paper book at a reasonable price, and waited for it to be delivered.

At first I didn’t care about the logistics, because I can read it on the APP. But soon a problem appeared. This is a paid-to-read book. When I read Chapter 9, the APP reminded me that “the trial reading is over.” Or buy a 5-day experience card for 1 yuan after completing the task.

After a simple measurement, I chose the latter and got a 5-day experience card through the novice benefits. It’s a pity that after 5 days, there was no movement in my paper book logistics, and I was still a long way from finishing reading this book. And after the 1 yuan experience, I lost the preferential price of the first charge, and it became 19 yuan/month instead, and it became very difficult to do tasks to get the experience card.

After trying all kinds of things, I switched to Dangdang Cloud Reading APP, got a 7-day experience card with newcomer benefits, and returned the original order, and re-bought this book from JD.com, thinking that JD.com’s self-operated logistics is faster and more more assured. I remember that the day I placed the order was November 30th, and the logistics time given by JD.com was, and it was expected to be delivered on December 4th. I figured that before the expiry of the experience card, my paper book would be delivered without affecting reading at all.

I also paid a higher price for this decision, because my original purchase price was 46.9 yuan, and the price of JD.com’s self-operated store was 72.8 yuan, almost double the original price. But in order to get this book as soon as possible, I can’t care about these anymore.

It’s a pity that I paid a higher price and didn’t get the certainty of logistics. I opened the order information at noon on December 2, and it showed “Estimated delivery on December 5”. I will check it again in the afternoon of December 2 Postponed to “Delivery on December 7th”.

During this period of time, in order to get the logistics delivered as soon as possible, I have tried my best to put all my shopping behaviors in takeaway, fresh food e-commerce, JD.com self-operated or Tmall supermarket and other channels. But now it seems that the stability of these channels has lost its guarantee.

In any case, you can receive it. And maybe I should consider buying a member of the reading app.

It’s been a month, and the package is still “waiting for collection”

Zaizai | 27 years old Marketing Director

Since November, the delivery timeliness of online shopping has become “metaphysics”.

During the “Double 11” campaign, I spent more than 10,000 yuan on the e-commerce platform because of the full discount on the platform and store activities. At the beginning, the logistics timeliness was very fast, especially the self-operated products purchased by JD.com and Tmall Supermarket. Basically the next day. But there are also some minor problems. For example, I wanted to change the curtains. The brand I was interested in at the beginning did not deliver to the Beijing area, so I changed to another store that could deliver to the delivery address.

I placed the order on November 3rd, and I saw the order number of the product early in the morning on November 5th, and it was still SF Express, so I thought I could receive the goods in two days at the latest. But after three or four days, I received a lot of couriers during the period, but I didn’t receive the package from SF Express. On the same day, I contacted the customer service, and found that the customer service had sent me a message that the delivery of the courier had been suspended in the afternoon of November 5th. Because of the superimposed “Double 11” discount, the product discounted a lot of money, I thought about waiting, anyway, I was not in a hurry to use it, so I declined the merchant’s proposal to apply for a refund.

But unexpectedly, when I logged on to Taobao on the afternoon of November 15th, I found that the product showed “transaction successful”. But looking at the logistics news, it is still in the state of “package waiting for collection”. I found the customer service of the platform and the customer service of the merchant. The customer service of both sides suggested that I get a refund, but they avoided talking about the price difference of the resale. Later, the store merchant told me that if you don’t want to return the goods, you can wait patiently, and you can send them out when the logistics is normal.

Just about why the package could not be delivered, the customer service did not give a clear answer. I proposed to change the courier company, and the customer service told me that it was a “line problem”, not the courier company. But what’s interesting is that I have also received packages from the same place of delivery, but this one has remained silent. I also asked the customer service if the item was lost, or should I reissue it, but the customer service refused and only asked me to apply for a refund.

Because of the rivalry, I placed an order for the same product at the same store. Interestingly, the courier was sent out on the same day, and I received the courier two days later. Then I took this as a reason and refuted the “line problem” of the customer service. When discussing compensation, I suggested that the merchant make up the price difference according to the transaction amount of the two orders. I will refund the first order without making any complaints. However, the store customer service refused.

Later, I went directly to the customer service of the platform and recounted the screenshots and the ins and outs of the matter. The customer service of the platform helped me initiate an order complaint. The result of the complaint was “compensation for 30% of the actual payment of the order”, and the compensation arrived on the same day, which was more than the price difference of the original order, so I did not continue to entangle and submitted a refund application for the original order.

Interestingly, after a lapse of one month, the logistics information of this package still shows “waiting for collection”.

The delivery point is out of service, my dog ​​has no food left

Salsa | 30 years old operation

Starting around November 20th, the express delivery speed in my community slowed down significantly.

In the beginning, all deliveries had to be picked up at the gate, and everyone huddled together at the gate to feel the cold wind of minus 5 degrees in Beijing. Later, the courier can be placed at the door of the unit. It was during this time that I bought a bag of dog food for my dog.

According to the normal speed, I can receive the dog food two or three days after placing the order, but due to special circumstances, I deliberately placed the order a few days in advance. On the second day after placing the order, the dog food was delivered smoothly, and I felt very lucky at that time.

However, after waiting for a few days, the dog food hadn’t arrived yet, so I checked the logistics information, and it said that it would arrive on November 27th.

As a result, on the evening of November 26, when I checked the express delivery information again, I found that it said “Logistics Detention”. I immediately called SF Logistics, and the other party replied that my shipment was stranded at a certain courier point in Shunyi. Due to the closure of the courier point during a special period, the closure time is 3-7 working days.

Seeing how little dog food was left, I couldn’t wait any longer.

I first went to Ele.me and Meituan to check, but there was no brand that my dog ​​always eats. So, I put on a down jacket and led the dog downstairs to the pet store near my home. Since no one answered the phone, I prayed all the way that the pet store would open.

Fortunately, the pet store was open. I picked up a bag of “dog food” and walked home. After I opened the bag at home, I found a bag of cat food. I had no choice but to call the pet store again, but it turned out that the other party had just received a notice that they had to close down for a few days.

I had no choice but to open Ele.me again. This time I saw a brand that my dog ​​often eats in a store far away from my home. I made sure it was dog food and placed an order. It was almost twelve o’clock that night when I finally received a bag of dog food.

Today, the dog food I ordered is still stuck at the courier point, and I hope everything will return to normal soon.

Many orders want to “guarantee”

Express is still on the way

Xiaobai | 28-year-old media worker

This year’s “Double 11”, I was given an essence that is said to be “extremely easy to use” by Amway. Considering that many of the couriers I have ordered have stopped on the road due to various reasons, and some even cannot be delivered at all, in order to “Guaranteed”, I thought of a plan.

Adhering to the principle of “don’t put all your eggs in the same basket”, in order to ensure that I can get the essence of my heart as soon as possible, I placed orders in Taobao, Tmall, and Pinduoduo respectively, thinking that “one of the three will deliver the goods “, then you only need to return other undelivered orders.

After placing the order, I waited for 2 days, but Taobao did not deliver the goods. The customer service said that “due to the epidemic, the delivery time will be delayed”, but to my comfort, Pinduoduo’s order has been shipped from Zhuhai, Guangdong, and it is received normally. receive.

So I hurriedly returned the orders from Taobao and Tmall, and concentrated on waiting for the essence to arrive home.

However, it seems that my wishful thinking “arrived early”. Seeing that the order is getting closer and closer to Beijing, I am also relieved, but after two days, my courier stopped in Zhejiang and did not move for two days. .

I was a little panicked, so I quickly contacted the customer service, but the customer service’s answer was polite and formulaic, “Kiss has contacted you as soon as possible ~ please don’t worry.”

I couldn’t get a clear reply from the customer service, so I had to call the courier transfer station. After two days of calling, no one answered the phone at first, but after I managed to get through, I was told, “All the couriers are piled up here. , wait for the business to be shipped”, but seeing the delivery waiting for two days, and the delay of 3 or 4 days on the road, I have been waiting for nearly 10 days, how can I not be anxious?

I had no other choice, so I hurriedly placed another order at the store, but the next day, I received frequent SMS notifications, “Due to the impact of the epidemic prevention and control, your courier delivery cannot be arranged for the time being.”

During the more than 10 days of waiting for the express delivery, I have already lost my enthusiasm for that essence. Now, I have calmed down and waited for the express delivery that I don’t know when it will be delivered to my door. It can be regarded as another experience of opening a blind box.

The “Double 11” express delivery has been received

But here comes the problem again

Mumu | 28 years old company employee

Looking at the “wailing” of the circle of friends who couldn’t receive the “Double 11” express delivery, I secretly thanked that I didn’t need to buy many things for “Double 11”, and there was nothing urgent to use. I finally received it before November 21. All the things bought on “Double 11” are included.

However, this euphoria didn’t last long, and I found myself facing another problem: returning the product. During the “Double 11” period, I bought a four-piece bed set on Taobao. After receiving the goods, I found that there was a color difference, so I wanted to return them. When I initiated the return, I found out that Cainiao Post can no longer choose to pick up the package at the door. I can only choose to go to the Cainiao Post delivery point to send it by myself or choose other couriers to send it back by myself.

Because I don’t have time to deal with these trivial things at work, I had to choose to send the package on the weekend. After counting the days, 6 days have passed by the weekend, and I am still within the “7-day no-reason return” period. However, on the weekend, when I came to the Cainiao Station about one kilometer away from my residence under the strong wind, I found that the station was closed.

I had no choice but to call the number posted on the wall, but was told that the courier service was suspended. When I continued to ask how to delay the return, the staff asked me to contact the merchant directly. I’m worried that the other party will argue, in this case, a one-month delay is fine.”

So, I followed the advice of the staff, contacted the merchant to explain the situation, and said that the return might be delayed. Unexpectedly, as the post station staff said, the other party very readily said that there is no problem, and did not even ask “can other express delivery be delivered”, “when will the express delivery return to normal”, or “when can it be sent back” and so on.

Until now, the express delivery in my area has not resumed, and the four-piece set is still on the cabinet of my house. I even thought for a few moments, “Either it will not be refunded” or “The quality is okay anyway”, but when I think about it Sleeping on the sheets of this indescribable color, I decided to obediently wait for the delivery to return to normal.

From delayed to not shipped

Tmall supermarket cannot “delivery every other day”

Seven Seven | 28-year-old community operation

The last time I received an express package from Tmall Supermarket was on November 27.

During the two years of living in Beijing, most of the time I bought daily necessities in Tmall Supermarket, such as water and wine, laundry detergent, sanitary napkins, paper towels, rice noodle seasoning, etc. I don’t like hoarding goods. I usually buy them in one batch, and I don’t buy them again next time. After all, Tmall Supermarket’s “next-day delivery” has always been very fast.

On November 19th, I bought a box of each of my favorite drinks and received them on November 20th. Then, the epidemic broke out in Beijing, and I knew that the express delivery would not be so fast. Fortunately, all kinds of things were bought at the beginning of the month, and there was no need to buy any more.

But on November 23rd, I found out that my wipes were gone. Because I usually pile up the paper towels and wet wipes under the table, I don’t know that they have been used up, so I can only go to Tmall Supermarket to place an order. At 1 am on November 24th, I placed an order before going to bed. Generally speaking, if an order is placed in the early morning, it will be shipped in the morning, but this time it will not be shipped until 10 am on November 26.

Although I like to use wet wipes every day, after all, they are not very urgently needed items. I will wait for the courier to deliver them slowly and use ordinary paper towels first. At 7 pm on November 27, the package finally arrived at the door.

In fact, it took three days before and after, which is not too long. It’s just that for the first time in two years, the express delivery of Tmall Supermarket was slow and could not be delivered every other day.

Knowing that the logistics would be delayed, I still placed two orders on Tmall Supermarket on December 2, and the page directly showed that the delivery would be around December 6. Until the evening of December 3, neither of the two orders was put into storage, let alone shipped.

In fact, shopping on Taobao is one of my ways to decompress. In fact, I didn’t have anything urgently needed this time. I still bought a bunch of imported brand instant noodles, soy sauce, hot pot base and so on. I didn’t go to the customer service to urge it, so I just waited for it to deliver the goods.

I wouldn’t stop using Tmall Supermarket because of this. After all, the prices of things are relatively affordable, especially compared to the prices of products in supermarkets and stores in the same city. Just hope that the logistics will return to normal soon, and I can shop as much as I want.

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