As per thread question - yes, I believe that it can be improved upon quite a lot. (Note, however, this is not a whinge about UK Mail. My experience with the company goes beyond giffgaff and I have no reason to think it is any better or worse than couriers such as DPD or Hermes.)
Here are my thoughts and suggestions :
another thing that needs mentioning is waiting for approval with ratesetter before being able to actually buy the phone, I see quite a few people getting confused in why they have to purchase the phone again, as they think they have already placed an order
i want to know why the need to re-order a phone.
if the person buying passes the credit check send them the phone.they have already made the down payment.
if not inform them of the sad news and thats it
ive lost count now.i think its 7 or 8 phones i`ve had so no problem with the courier.every one delivered on time
click and collect is a good idea too and might help with the address problem
thats my bit
You are right to stress delivery as an important part of the experience. Or, more to the point, as a way to encourage customers to buy from giffgaff.
Choice of delivery company is for some a key factor in who they'll buy from online and, for me, there are some online sellers that I would never use even though they may be cheaper than others for the item I'm buying. Indeed, just last week I abandoned a purchase when I discovered that a company's choice of courier was going to be Yodel!
I have no doubt that giffgaff's choice of courier works for them and doesn't mess up too often. I'd also guess that they are value for money but that's no reason not to also offer prospective customers a more expensive, premium option which some will take to ensure (hopefully) trouble free delivery.
Click and collect is another option but in that instance there's both the need to ensure that the courier can get items to the collection point reliably as well as finding a suitable partner with plenty of pick up locations. All that adds complications and expense.
On the subject of manually entering addresses; I seem to recall when this came up before it was there as an anti-fraud feature and, due to the potential loss with selling expensive handsets, something like this is required to ensure that the person paying is actually the person who's going to get the handset and that giffgaff are actually going to get the money!
Yes, I remember the reasoning provided by giffgaff for not permitting the facility to choose one's address manually. But there are plenty of websites I use which offer this where it's possible to spend large sums running to several hundreds of pounds much too easily (Thankfully, I have willpower) So I don't buy into that one.
The phone I ordered was a present. It's the 4th time I've bought a phone from giffgaff and I must say that for me the experience each time has been seamless, although I would like a Click+Collect option even better.