Kathleen's complaint against DX
Dreadful service - not fit for purpose
Complaint against DX
In common with so many others, DX failed to deliver my passport on the scheduled date. I was promised next day, but they failed again. It was finally delivered on the 3rd day - but with no notification or feedback that it was on its way, it was lucky there was someone at home to receive it. The DX online website wasn't kept updated to reflect current delivery status. I made repeated attempts via email, twitter and messenger to get advice and feedback with little to no success. I also tried their chat line (not available) and phone (only pre-programmed telephone contact, no "real" person available). I contacted HM Passport Office re non-delivery, who transferred me to DX to speak directly to a contact - but instead got a recorded message which auto-hung up. DX must have got the contract with HMPO purely on the basis of lowest tender, certainly not on any measure of service quality. I finally received my passport 3 weeks after it was issued. In summary - avoid like the plague. One star is one too many.
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