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  • K-express and a need to step up

    Shipping and Delivery Created 3 years ago | Updated 3 years ago
  • HD
    Horlah D S
    I would like to commend the fact that there is finally a community where we can discuss issues we are having.
    First issue I have is with the drop off process. When the MS Tool is having issues and orders cannot be processed by the officials, there should be a form to fill so the items can be dropped off for those who are willing to do so. After waiting for 2 hours on Friday, I still had to leave the drop off center with the items.
    
    I would also like to appreciate the fact that K_Express has buffed up their Lagos delivery but there are still lapses here and there. There was an order that had only one delivery attempt and then the item was returned. When I contacted the buyer, she said she was never contacted by any delivery person from Konga. And she really wanted the item. I would appreciate it if more effort is put into the delivery process by the dispatch riders as well.
Discussion has been closed

Comments

  • Ebere O B
    Posted 3 years ago
    @Modupe,  We apologize for the inconvenience .  I assure you, The K-express team are working tirelessly to give the best drop-off experience to our Sellers. We thank you for your feedback.
    
    @Adejoke, Please accept our sincere apologies, To get an update on your returned orders, Kindly send all queries to mall@konga.com for a swift resolution.
    
    
  • Modupe A S
    Posted 3 years ago
    The issues with the 'servers' not working at the drop off centers continues to be a problem. The way round that is to find another center near you. I have stopped going to my local drop off center because 90% of time you are asked to come back to have your items processed, that has never happened with the center further down. Even when they have problems you are given an option of leaving your items behind for processing whenever the system comes back or you come back with them.
    
    K-Express delivery is good in some areas and delivery attempts are not even made in certain areas before your items are returned. I had two of such recently, it only came to light when the customers re-ordered the same items.
  • AO
    ADEJOKE O S
    Posted 3 years ago
    Just of note ,on this returns issue.....Yes,I saw 3 returns in my  shipped items queue in konga. The first one ,Konga delivered the wrong item to the customer ,but when they wanted to deliver the correct item,she was never available to see them hence a return.I have not received my goods ooooo since Feb 25, it was delivered by k-express to niger state. The second return was a dinner set shipped to ILaro OGun state, the konga delivery man came after 7!days hence she cancelled.i haven't received my dinner set back oooooo, the 3rd item was to be delivered to an office in marina, they were to come on Friday but didn't. Another item oooo, I saw that it has been rejected by the customer but the customer says he has not seen konga team at ll and is even expecting them. I need to find out who the delivery man called .PLease help us look into this and me in particular
  • WI
    Wandel I S
    Posted 3 years ago
    Thats a true talk.
    
    I will suggest that Konga comes to the store with an LPO to pick items from the merchant and deliver to the customer.
  • AY
    Adeola Y Konga Moderator
    Posted 3 years ago
    @Ojedele, Thank you for the feedback, as Mark explained earlier the K-Express team are looking at ways to improve the overall drop-off experience and i am sure the feedback they get from their customers will go a long way in achieving this.
    
    @Adeboyega/Aminu we sincerely apologize for any inconveniences caused. I am sure this is one of the issues the K-Express team are working on improving. Also as Mark explained earlier, you will have the option of choosing any courier service suitable for you if you are not satisfied with K-Express once the new Seller HQ platform is launched.
  • AM
    Aminu M S
    Posted 3 years ago
    I had  a similar experience . Went to the drop off centre twice on friday, yet was unable to drop the goods. That's additional logistics cost I haveto bear.
  • Ojedele A B
    Posted 3 years ago
    Hello,
    
    An advice
    
    
    Kindly mix the attendants, probably a male and a female attendant at a center and not female & Female attendants like we have at the Alimosho center. The two female will rather gossip than attend to merchants and they speak their native langauge most times which is unacceptable in a work environment. Someone might take offense in it by assuming they are abusing or speaking ill in coded tunes.
    
    Thanks
  • Adegboyega A B
    Posted 3 years ago
    exactly. I sent two different people to deliver at two different locations at two different times on Friday. They should have accepted the items.I wasted funds as I pay logistic agents for every attempts they make  
  • MR
    Mark R Konga Moderator
    Posted 3 years ago
    @Horlah Deals - as ever, thank you for the feedback.  I'm sorry to read that you are experiencing difficulties, and equally pleased to see that you can see improvements already.
    
    This is exactly why this community is so important, in order for any business to succeed it needs to listen and act.   I know the K-Express team have already started looking at ways to improve the overall drop-off experience.  One of the other advantages of the new Seller HQ platform, will be that of course you can now choose, if K-Express is not working for you then you will now have a multitude of choices, rather than being forced to use only one option.
    
    You can also be assured that the K-Express team will be paying very close attention to this feedback and will never stop listening to their customers (You, the Sellers) and continuous service improvements. 
    
    Please do keep the feedback coming.  

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