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'My parcel was not delivered' – DPD delivery troubles

Nic McBride

Nic McBride
Dec 6, 2017

With Christmas around the corner, shopping online is a tempting way to avoid the crowds.

But if your delivery does not show up, the convenience can turn to frustration very quickly.

This has happened to dozens of DPD customers, who have complained to A Spokesman Said that their deliveries were not made at the promised time.


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In fact, we have more than 330 submissions from disappointed customers – many who have waited patiently at home only to be told the delivery could not be made.

Has your delivery not arrived on time? Scroll down to find out what you can do.

Tristian Peterson claimed he actually saw the courier - but still didn't get his parcel.

"I watched the guy pull up on my drive, have a look around in the back of his van. Then I got to watch him drive away. The reason for not knocking on my door 'couldn’t find your address'."

READ OUR GUIDE: How to complain about a delivery company

A similar thing happened to Jack Podlasinski, of Ilford. 

"I was sitting at home and waiting while doing some work on my laptop I also had my CCTV displayed on the TV.

"No sign of the courier and then suddenly a new email arrives informing me that 'we've missed you'."

Sara Meader was also told she was not home.

"I am in my house and nobody knocked the door then I have an email saying parcel wasn’t delivered due to not being in."

Despite all these complaints, DPD insisted problems were rare.


DPD responds

A DPD spokesperson said they took customer service very seriously.

"Our number one aim is to deliver every parcel right first time, safely and securely.

"If our service is found to fall below our high standards, we will always investigate what happened as we want every customer to experience the best possible delivery service."

DPD delivered more than 200 million parcels a year, the spokesperson said.

"We’ve invested more than any other parcel delivery company in our people, our network and our technology."

Have you had trouble with DPD? Make a complaint on A Spokesman Said - DPD responds to complaints made on our page.


What to do if your parcel doesn’t arrive

First, get in touch with the delivery company to find out what happened.

You may have to arrange another delivery time or pick it up from a drop-off point.

TOP TIP: See if you can get your package delivered to your work's office – which means someone should be there all day and you don't have to take time off.

If you are getting nowhere with the delivery company, contact the retailer.

Under the Consumer Rights Act, when you buy something from an online retailer, they are responsible for the goods until you receive them.

You also have a right to have your item delivered within 30 days of purchase, unless you made a different agreement with the retailer.

They’d love the delivery company to be responsible, but the law is clear: it’s the retailer’s responsibility.

They have to chase the delivery company, and they’ll be paying your refund.

If they keep messing you about, make a complaint on A Spokesman Said.

All too often, all it really takes is some pressure and some publicity. If a company knows the process is under scrutiny, they’ll behave much better.