Absolute joke - Complaint about DPD - A Spokesman Said

Absolute joke

Complaint about  DPD  | ANSWERED


DPD

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Christina Finlay

10/09/2016

Absolute joke

Complaint about DPD

Well! Where do I begin with this shambolic operation posing as an "award winning service". This week I ordered 2 items from different companies with next day delivery. Sadly, it just so happened that both companies used DPD to deliver these items. The first item was supposed to arrive on Tuesday. While waiting in my house during the delivery time slot, I received a text saying they were unable to deliver as no one was home. I assumed at this time that although my buzzer is very loud, I must not have heard it. I then re-arranged the delivery for the following day. The next day, the same thing happened, but this time I noticed that the photograph the delivery driver is supposed to leave of the front door on a failed delivery, was nothing more than a blur. I could only assume that this driver thought he would just not bother to find the house today and instead it would be fine to put his finger over his camera and take a photo. At this point, I assumed this driver may suffer from some kind of mental disability and therefore re-arranged delivery a third time to my local newsagents instead. This delivery was successful - a pleasant surprise. Meanwhile I had ordered another package for my boyfriends birthday, which I was told would be delivered by Hermes, who have never had an issue with finding my house. I felt relieved at this, only to get a text from DPD the next day informing me that it was in fact them who would be delivering my parcel. You can imagine my dismay after the previous day's experience, but I decided that this time I would leave a note for the driver on the front door explaining how to contact me, and that I was in my house, incase, like his colleague, he was unsure as to how a doorbell is rung. During my delivery slot I noticed on the tracking map that DPD have got the completely wrong location for my house, and we're trying to deliver to somewhere 3 streets away. Of course, I then received the text stating they were unable to deliver because no one was home. At this Point I was in tears as my boyfriends gift was now not going to arrive in time for his birthday.i searched high and low on the DPD website for a customer service number but the only option was an automated voice response which gave me no option to fix this problem. I finally found a number for them on another website and after being on hold for a long time was spoken to by an incredibly unhelpful and unapologetic man who, frankly, just upset me even more. I then begrudgingly re-arranged the delivery for the following day leaving explicit instructions as to how to find my house in the delivery notes. These instructions were fool-proof and I cannot fathom how they managed to mess it up again. But low and behold, the driver was again unable to deliver due to no one being home. The most frustrating part is we actually cancelled our birthday lunch to wait at home for the parcel, and this time the photograph taken by the driver was of some unknown door. I finally got through to a customer service rep who was helpful and has arranged for the parcel to be delivered today, although I do not have particularly high hopes for this actually happening. I am absolutely furious that DPD have wasted so much of my time, made me cry thrice AND ruined my boyfriends birthday. I cannot understand why: A) this company are still in business. B) people still elect to use this company, which has 2.7K bad reviews on Facebook and a similar amount on Trustpilot. C) this company have not made any effort to right their wrongs and listen to their customers. DPD cannot be trusted, and have absolutely no right to refer to themselves as "delivery experts". Livid doesn't even begin to cover the way I feel right now.

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Andy Webb | 13/09/2016 07:26 | VERIFIED

I'm so sorry for the experience you've had. If you could email me at [email protected] quoting ref 11397776 and your parcel number or delivery address, we'll do what we can to help. Thanks, Alison


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