Rhenus Home Delivery UK
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Deliver once. Pay twice.
I received an email from Rhenus asking me to select a date for delivery and to inform them of any access issues. It was easy to select the date from the dropdown, but there was no way to inform them of local road restrictions. The email was “no reply“ and their WhatsApp account only allowed you to enter numbers related to specific topics, none of which were about delivery instructions. Needless to say, the delivery came 10 minutes after the road restrictions began. The driver phoned to say that he couldn’t get to the house. I asked if they could kindly do their next delivery and return in an hour after the restrictions ended. “No chance mate” was the reply. “I’m failing the delivery”. Most decent delivery companies would have re-delivered the next day, but not Rhenus. Everything was returned and I then had to renegotiate with the retailer for a re-delivery. Customer service was dismissive and unsympathetic: “Sorry sir, you will need to pay the full delivery charge again before we’ll even discuss getting your doors to you, if you cancel the order we’ll deduct the initial delivery fee”. I had no choice but to pay up. Having read many other negative reviews, the common theme seems to be poor communication. No phone numbers, a Bot driven WhatsApp account and “no reply” email addresses. Rhenus seem to acknowledge this in their replies, but have done nothing to improve their communication with customers.