I have missed two days of lectures in waiting for my parcel to turn up. Alas, in vain. At first, it was supposed to come on Wednesday. I was home for the allotted time slot, constantly smashing the F5 button on the tracking page when the parcel status suddenly updated to "Sorry we couldn't deliver your parcel ..." along with a calling card number. Funniest thing? I didn't get a calling card. When I called customer service, I was told that they didn't have my flat number. I gave it and rescheduled for redelivery on Thursday. My allotted time slot was 12:38 - 1:38 PM, when I'd specifically asked for it to be after 2 PM, but that's another issue altogether. I was outside in the cold for forty minutes, waiting for the deliveryman to turn up. No one came and the parcel status was once again updated to "Sorry we couldn't deliver your parcel ..." again with no calling card in sight. The situation has progressed from slightly aggravating to downright stressful and DPD seriously needs to reconsider the service they offer to their customers, because they can't tell me that there was "no access to the building" when I saw myself that no one even came to the building to see if they could get access to it in the first place. I have, once again, rescheduled for redelivery (too many re-s in there already) for Friday, and I have given the address of my student accommodation reception (I live in student halls). Fingers crossed but I'm steadily starting to lose hope in ever getting that package.
Catherine Buckland found this review useful
DPD got me out of a sticky situation with an important package for my client. I booked the pre-10am slot but needed it to get to the destination as early to 9 as possible. I know nothing is guaranteed but to my amazement they did it and the parcel was there 8:55! wow....all I can say is I am very impressed as most couriers wouldn't do that.
Beware of DPD. Lately I was expecting a parcel to be delivered in Manchester. Unfortunately I did put the wrong post code by one digit instead of ending GB the parcel was sent WB.
It is amazing in these days and ages that a courier agency. ignores a postal address and just delivers on the basis of post code. Furthermore I cannot understand how DPD staff just ignore company name or house name and deliver just on the basis that the recipient is a regular client as quoted by the deliveryman.
A replacement parcel was sent and despite knowing that there was an investigation going on the first parcel DPD driver just delivered this to the same person and same incorrect address which does not tally with that on either label.
When the delivery man is questioned he insists that he delivers to this man on regular basis so he has no worries whatsoever.
I immediately informed DPD of the error but instead of trying to retrieve the second parcel they just open an investigation delaying things further. and possibly not being able to recoup this package at all.
Please note in the past several packages have been sent to this address by royal Mali, DHL, Hermes etc with the wrong post code however they all seem to get it right. Why not DPD?
Its a Shame that such disservice is allowed!
After placing an order with Amazon on Sunday evening 10/11 received an e=mail to say it would be delivered by DPD on Tuesday 12/11. Early on Tuesday received an e=mail from DPD saying my parcel was out with the courier for delivery. Received another e-mail from DPD about 11:00 to say delivery would be between 12:26 & 13:26 parcel delivered at 12:45!! THANKS & well done DPD. Perhaps some other courier companies should take some lessons
I took today off to wait for delivery of my Harry vacuum machine. As our house have no front door bell because the local kids tends to mess about, I have left instructions on the order form for the courier driver to call me on arrival. We also always leave a sign pinned to our drive gate outside asking the driver to ring on arrival. For this favour, we always give the driver a £5 tip.
Some delivery drivers ring about 30 minutes prior to arrival to advise they are coming. At 1810hrs, I received a call from the driver, so instinctively I queried if he is outside my house. The driver replied "If I called you, I must be outside your house, isn't it? Are you coming out or not and stop wasting time."
I was totally shocked and taken aback by his sudden unprovocked verbal abuse and confrontational attitude. I rushed outside and when I approached him, I tried to explain to him why I asked but he rudely cut me short, shoved the electronic pad in front of me and said "Are you going to sign for it or not?" Before I could reply, he picked up the parcel with a shrug and walked away.
I must say I have never been spoken to like that before especially when I have not done or said anything to initiate that kind of response. This incident just happened about 10 minutes ago and I am still shocked. I have also wasted a whole day sitting in only to be verbally abused.
I tried to contact customer service for the courier company DPD but the telephone number given only takes recording to rearrange delivery etc. I really wasn't going to rearrange another repeat of verbal abuse. On seond thoughts, if a company isn't bothered about making it easy for their customers to raise issues, I really do not think they would be bothered if I did raise a complaint with the company.
Therefore the best option is to use a totally independent review site like Trustpilot to advise my fellow customers of DPD's service.
I have shopped online for years and sadly the online shopping experience is always let down by the courier service and DPD have always been the worse.
I have therefore emailed the seller to cancel my order with a full explanation of what occured and I will pop into my local electronic shop to tender my purchase where I am more appreciated.
I will now carefully consider purchases from sellers who uses DPD to others that cares more for their customers by using couriers that cares.
Oh, I forgot to add. On top of all that happened, when I logged onto my computer a few minutes later (to contact DPD's customer service) the driver had inputted into the tracking record which sent me an email to say "We tried to deliver your Affordable Group order however there was no one available to sign for the order at the address below." This is a TOTAL and outright LIE.
131113 Reply to Bobby's comment below
It's strange how the parcel number 25HE10081390 is invalid to you but it works for Steph Sibley in your makeitright team? I copied and paste in both! Anyway Steph's email at 1025hrs this morning also promised a Shift Manager will give me a call, but I have still to hear from anyone from DPD in person. Guess the Shift Manager is too busy dealing with other complaints. By the way, if you had read my review above, you would have noticed that I specifically stated that I had entered my telephone number in my delivery instruction for your driver to call, therefore DPD already have access to my telephone number. Jek
Despite that fact that both my wife and I have been in all day we've had a card pushed through the door saying "sorry we missed you". Our dogs bark at any knock on the door and we live in a small terraced house so it's highly unlikely that we didn't hear because we were taking tea in the north wing.
Have already reported it on the "Making it Right" page which promises to respond within 90 mins (they've still got twenty minutes left but, for some reason I'm not holding my breath).
I took an entire day off today to wait for my parcel. At about 18:40 I went downstairs to take the trash out and found a "sorry we missed you" card (left at 18:08), but nobody bothered to ring! It's not the first time I have to get a package via DPD, and I haven't had problems until now. I always got a phone call from the driver before they dropped off a parcel, but obviously this one didn't even bother to ring the doorbell, let alone contact me. Waste of time.
Was expecting a parcel to be delivered on 8/11/2013 was waiting in my office at home van pulls up 5 minutes later van goes .I went out later on my return at midnight a note from my Royal Mail Postie to say a parcel for me was delivered to the doorstep of my nieghbours house and left in the rain when iI got to my front door there was the parcel and a card to say sorry you were not in have left with nieghbour . Security is not important to DPD nor the fact to complain as they take no notice and dont compensate for the aggro or cost of complaining SO IT REALLY PAYS TO COMPLAIN TO DPD who is out of pocket not them !!!!! just brush under the table and move on there are plenty more mugs out there who will use the service Rated 0/10 for customer service 0/10 for security 0/10 for good service well done as Jeremy Kyle say thats 3 out of 3 Ha Ha !!!!vote with your feet not the phone it costs you
Chris Harlow found this review useful
I had been told my delivery slot was between 1pm and 3pm on a monday, however it never came, instead it said "Your parcel could not be delivered as we don't have the required contact name/number" however when asking the customer service team i was told that i HAD provided a name and contact number the customer service team were polite and efficient, however my anger is directed towards the driver, he clearly could not be bothered to deliver my parcel instead, he said he had no contact name, which of course was a complete lie!i have had my delivery re-scheduled for thursday lets hope it arrives!
Once again I find myself being lied to by drivers.
My parcel was supposed to be here between 12.41 and 1.41 well its now 3.30 and guess what no parcel !
Ive selected for the parcel to be delivered to my neighbor and had a email confirming it will be delivered on the 11th Nov well I'm still waiting
And after my past traumatic and upsetting experience with there customer support line I won't be calling them .
Really dont understand why any company would use them!
Henry Robinson found this review useful
Expected parcel to be delivered on saturday as i had paid for next day delivery ,so a waste of money and a day really waiting in (although it did rain quite badly), but when it arrived on monday morning i was well informed as to what time it would come.
Not a bad service but improvements could be made.
I dont have many parcels come but i must say if its DPD i know it will be here at the stated time and the driver is always very polite and chatty. Keep up the good work and i look forward to further deliveries through your Company.
spent all day waiting for a parcel said to be delivered by today. not arrived and its not the first time.
Customer service is about as welcome as a fart in an astronauts suit. no one answers their phones. Facebook was the only point of contact and they said to contact the sender as they hadn't sent it. Even though I got an email from email@example.com confirming the day.
Not only have I wasted my time but I have lost a great deal of money as it is late.
no annoyed at all, completely enraged!!
If only it were possible to sue for damages.
Recieved a tracking number from Amazon saying item will be delivered between 9am and 12pm this time gap came and went without a parcel being delivered so I checked my tracking to find it said parcel deliverer at 11.10 given I had been in all day I contacted dpd to find where my parcel was, the automated service sends you round in circles then endswith thank you for your call and hangs up. NOT IMPRESSED.
I placed an order with Amazon (Prime) on Monday October 28th for delivery the following day. I received emails and texts telling me that the parcel would be delivered between 12.34 and 13.34 on the 29th so I made sure I'd be at home to receive it. Nothing had arrived by 14.30 so I tried to contact DPD. Couldn't get through on the phone so sent and email to their "Make it Right" address. "Expect a reply within one hour" I was cheerfully informed.
The hour came and went so I spent some time working my way through DPD's phone system to see just how badly they didn't want to hear from me. In the end I phoned their parcel collection line where I was told that the driver's 'Saturn' had broken down and that he couldn't find the property (Dude, drive to the village and use your eyes - it really is THAT easy).
The parcel arrived next day in an Interlink van driven by a chap that didn't have a clue why it hadn't been delivered previously.
Today, eight days after sending my "Expect a.....1 hour" email I received an acknowledgement of my email. A couple of hours later I received a "Sorry we didn't reply within an hour but your parcel has been delivered so all is OK isn't it?" email. From Mark Cameron.
This is the fourth time in 5 months that DPD have failed to deliver a parcel on the correct day. The company clearly has little desire to hear about problems with deliveries otherwise it would show a contact phone number prominently on its website - and before someone pops up and says "But we do..." I mean one that's actually answered by humans and not automated services that dump the call off after delivering a statement.
Alternatively DPD could try answering its emails within the hour they promise. Or the day even. Within the week would at least be polite. In the end we, the people who suffer this appalling service are not DPD's clients - it is the likes of Amazon who pay the bills. So I've written to Amazon (in a letter) with full details of my experiences and a request for an explanation of the poor service given by one of their chosen delivery agents. I'm not holding my breath, but we'll see.
Ben Lee Cole found this review useful
My car needed a new clutch and head gasket so rather than paying full price in the shops I ordered the parts online and got them sent through 1 via royal mail at a cost of £4 and one through DPD at an extra £10.
Both were expected to be delivered no later the Wed the 6th which was fine so i asked my mechanic if he could do the works from Wed. Shortly after the orders being processed i got an SMS from DPD saying that the parcel was due for delivery tomorrow and asking me if i would like it to be deliver to a neighbor or change the day etc etc, so i replied to the text that i would like the parcel delivered next door if I am not in, after having several parcels delivered previously by DPD to my neighbor i assumed this would not be an issue.
Oh was i wrong, shortly after the time slot my parcel should of been delivered I received an email saying my parcel hadn't been delivered and i should contact DPD to re-arrange my delivery, which as i needed to get my car back on the road i did it immediately via the phone number they had given me where it is impossible to talk to a human to see why the parcel wasn't delivered and to try and re-arrange it for.
After phoning a number which costs an extortionate amount considering the cost you pay for DPD to deliver a parcel i started to speak to an adviser, who said he didn't know what had happened and that he would need to speak to the driver, he tried a first time and couldn't communicate with them (which being able to communicate with your front line should be crucial) at which point i asked did the driver try my neighbor, he replied I don't know with out talking to the driver but they do not have to deliver it to a neighbor even if requested by the customer if a signature is required, HELLO DON'T ALMOST ALL, IF NOT ALL YOUR PARCELS NEED A SIGNATURE and if this is the case why give the customer an option.
After this delightful piece of news he tried the driver again this time apparently getting hold of him and asking him what had happened, apparently according to the phone rep the driver tried No 4 and they weren't in but No 4 isn't my neighbor on either side of me and my neighbors don't go out as they are both old and retired, he also informed me that the driver would not return to my address as I am not there, he couldn't deliver to my works less than 5 Miles away with out contacting the seller of the part and getting them to change the address even though I know all of the security details, he couldn't give me a time frame for the next day which meant i would of had to get some one to stay in until it gets delivered or take a day off work myself.
In fact the only way the rep could try to help was to try and get me to upgrade to a time slot for £12 for early AM or £10 for any other slot which is still 3 to 4 hours waiting if it arrives on time or if i can get to the depot closest to me which is approx 25 miles away.
This is poor business if I hadn't been text and asked about delivery options and told it would be arriving on the 5th this issue wouldn't have occurred, the same goes if the representative hadn't told me that the texts are basically for show because the drivers only do it if they don't need a signature and they fact that information isn't clearly passed between driver and rep or the rep can't be bothered to relay that info to the customer. All this is made worse by the fact you have paid for a service which goes wrong then trying to talk to a human from that company is made virtually impossible by computer systems automating the system, no direct depot numbers and costly numbers to phone. I am deeply unhappy by the service provided by DPD especially as the cheaper £4 Royal Mail option arrived on 5th a day early with out all the hassle.
P.s. Sent an email to customer services accidentally via firstname.lastname@example.org i received an email very quickly from them saying they had forwarded it on to the so called Customer Services Department, who still after over 24Hrs I am still awaiting an acknowledgment of receipt let alone a response. If any one has a direct contact phone number for customer services I'd be very grateful for it.
Ben Lee Cole found this review useful
I ordered a item from a company through amazon.
Monday 4th November I get a email to say your order was collected today and will be with you on the 5th November, all day I wait in for the arrival which with a 2 year old is not fun, at 5.15 I email them to see where the item is says on site you should get a email back within the hour, no response till the morning of the 6th November to say my parcel should be coming today, a day late great another day in.
Email S Croke to make my feelings known ... what do I get a load of blame for the senders saying they never collected the item till the 5th, but yet according to there tracking system they had the item at the oldbury depot on the 4th, but wait we got excuse for that the automated system just sends that out.
I have had deliveries from other companies and not once have they delivered a day late or made so many excuses, if it was up to me I would never use this company again
Ben Lee Cole found this review useful
facts speak for themselves look at your uk reviews . someone up the food chain needs (if they don't already know)to deal with the issue of drivers saying they have left a card and nobody was home .it seems to be rife within dpd .Security cameras don't lie YOUR driver hasn't been within 50 yards of my door.
it is all well and good having a tracking system which tells you when and were the driver is but if he doesn't ring the bell WHATS THE POINT in having that system.
I Await with bated breath for my wifes birthday present on the 5th November TO arrive on the 6th touch wood.
I can only speak from personal experience. I have had a good few items delivered through DPD and they have always been on time and I love there tracking service. The tracking service enables people like myself to make sure I'm not caught in a awkward moment having a bath when the door rings . I like the fact that I know the drivers name etc. Not only this they are very fast with the service they use. If i make a online order I am always happy if its DPD as I am rest assured they will provide me a good service. The one particular driver who operates in my area deserves a pat on the back because he works hard.
the fiorst time i recieved a parcel the driver was a bit lost but he gave me a ring and i directed him to our front door still within the time slot this time the driver is lost again and has not found the flat `Sorry, your parcel could not be delivered as your DPD driver could not find your address; we will update you here shortly` i have had many delivery's from DPD i am supprised they keep getting lost
I recieved the text saying I'd recieve my parcel between 11.01 and 12.01 today. I was in the whole of that time, yet at 11.49 I recieved an email saying "DPD tried to deliver your order from Amazon; however, no-one was available to sign for the order at the address below:"
I've been in all day, and the doorbell definitely has not rung!
So I receive 2 texts telling me that my parcels will be delivered today 1 between 10 & 11 and 1 between 11.53 & 12.53. I sit in and wait, at 12.20ish buzzer goes and I take delivery of one parcel? Look online at link for parcel due between 10&11 and I am advised you have left a card! Nope sorry no card and no ringing of the door bell to notify me that you are outside? Can I call an actual person to find out where on earth the driver left the card, NO!! Honestly I thought DHL were hard work but you can atleast speak to a human there!!!
I received both an e mail and text informing the date before delivery was going to be made then on the day a received another email and text telling me that the parcel would be delivered between 9.40 and 10 40 and it was . the delivery driver was very friendly and this is the best parcel service I have ever received . Thank you DPD
Ordered around £1000 of equipment paid the £17.25 extra for Saturday delivery as it was the only time I am available to receive a parcel in person, didn't want to leave with neighbour or outside for obvious reasons.
Saturday morning I receive a text saying when my delivery window was. About 30 minutes after the end of the window I receive an email saying "We were unable to deliver as there was no one present to sign for delivery". This is completely untrue as i was in the whole time. No calling card was left.
Looking on their parcel tracker I see the parcel never left Snetterton which is over an hour from where I live in Ipswich.
Tried to phone them and find out what was going on and if I could go pick the parcel up. Absolutely no way to talk to a person, their automated phone system is frankly infuriating. Went back to the supplying company who are now trying to contact them but to no avail.
Emailed them on their customer service thing which says they will phone back in an hour. Well it is two hours later and still no call so here I am.
Terrible delivery service, liars and terrible customer service. If you are a company do not ever use DPD. To put into context today I also had two deliveries from Royal Mail both absolutely fine and at one fifth of the cost (£3 compared to £17,25) .
Ben Lee Cole found this review useful
I can't believe all the bad reviews, I have had several deliveries from them and the service is phenomenal. You are constantly kept up to date on the status of your delivery with emails and SMS alerts, and outside of that, the tracking system is unrivalled. I love how you can see everything from what delivery number you are, what delivery number the driver is on and where the driver is currently on a map. I love how you get an email and an SMS on the day telling you your 1 hour timeslot, which has never been missed in my cases. You really cannot beat DPD. Please never change, because your service is second to none. The drivers are always friendly too.
I ordered items from ASOS next day delivery. However I received an email from DPD saying i wasn't present at the property, but i was. Within 30 seconds of receiving the email, i was on the street looking for the van. The driver DIDN'T LEAVE A CALLING CARD and DID NOT RING THE BUZZER OR KNOCK ON THE DOOR. Possibly the worst service you can image as you cannot get hold of anybody and only get the automated messages. Very frustrated and angered by DPD.
Ben Lee Cole found this review useful
I ordered socks from Amazon Prime and was sent an email to track the parcel and expected delivery time. Past the delivery time and no sign of socks so I traced parcel and it told me there was no contact name or number so I called the office. Helpful guy told me there was wrong contact number on the parcel so I gave him alternate and he told me it would be delivered that afternoon or next morning (so I took it as next morning of course). Next morning still no socks so I go back on to track the parcel again and it tells me that its at the Bamber Bridge warehouse...if I wanted to go out and get my socks I wouldn't have ordered them on Amazon!
I am very disappointed to be writing here, I gave DPD UK's customer service people every chance to resolve my issue only to be told that the driver is unable to return because they are out of the area. They are in a van, and they have to bring it back to the depot which is in the same city that I am in, how stupid does DPD UK think I am?
But to start from the beginning, I was very pleased to get a text message this morning confirming when to expect my package, sadly that is when their good customer service ends. I live in a flat, and to access the stairwell you have to ring the buzzer, so when the delivery window opens I moved to sit less than three feet from said buzzer, when bang in the middle of the window I get a text to say DPD UK had tried to deliver the package but no one was available to sign. That was news to me because I was sitting right there, I ran down the stairs in the hope of catching the driver but they were gone, instead a card had been slid under the crack of my stair door, so I know the driver was there, maybe they mistook the door to a block of flats for the entrance to the 4 floor inner city mansion I wish I owned and just tried knocking on the door.
Ok, that was a joke, obviously I expect their driver to understand how a block of flats work, I know my buzzer number was on the parcel, and I know the buzzer is working, so here is my take on the situation, the driver gets to my stair door and starts looking at the buzzers, and they find mine at the top, realizing that I must be on the top floor this driver decides that they aren't going to bother, records it as no one is home and slides a card into my stairwell, not even giving me the opportunity to offer to come down and get it. This is pure speculation of course, but in the absence of an explanation it is the best I can do.
I contacted the customer services email address on their website after trying to phone them only to discover a wholly automated system, the email promised a reply within the hour, it took longer but they did apologize for not meeting the timescale, but I didn't really care I wanted to know about my package, and here is what they had to say on that.
' I have attempted to contact the driver however was unable to talk to him.
I have contacted the depot and they will request he makes another attempt
at the end of his route, however I cannot give you a guarantee that the driver will be able to. '
How toothless does DPD UK's customer service have to be for a driver to be able to ignore a call accusing him of gross misconduct? The customer service department also shouldn't be requesting anything of the depot, they should be telling them what to do, and demanding explanations as to how a driver can possibly think they could get away with such a blatant lie.
I need to make it clear here, I understand that the rep may have done everything within the scope of their power to resolve this for me, but the fact that they could not guarantee that I would get my package prompted me to email them back suggesting that they escalate my complaint to someone who could guarantee it, sadly despite this friendly sign off 'if you have any further queries please contact me.' suggesting that my case would be getting handled by a single person the reply I got back was from a different person in the same pay band telling me that I wasn't getting my package today.
So now I get to waste my time writing this review, then writing an email to the senior complaints manager at DPD UK, and then another email to the company who contracted DPD UK, asking them not to give DPD UK any further business. Why? Because that is what I said I'd do if I didn't get my package today, and unlike DPD UK, if I say i'm going to do something I do it.
I'm not usually one to leave reviews but having experienced DPD's driver tracking service today I thought a review was deserved. I was kept informed throughout via text and email and was given a delivery time of between 11.30 and 12.30. It was possible to see where in the local area the driver was and how many more deliveries were to be made before mine.
The driver turned up just past 11.30 and was polite and courteous.
A pleasure from start to finish.
I ordered something online and was pleased to get an email from DPD confirming, within an hour, when my parcel would be delivered. Then I looked at the link and it showed me who was doing the delivery (Alan), where he was, what drop he was on and what number mine was. I couldn't have asked for more info. As the time drew closer, the estimation of delivery got even more accurate and I was able to phone to say to watch out for the delivery at about 1:15pm. I was amazed when I checked back a bit later and could see that the parcel was signed for at exactly 1:15pm. Well done DPD and well done Alan.
The first time I came across DPD was an order in the middle of March 2012. I ordered an item online and it used their standard next day delivery. Everything went smoothly, and I was impressed with their tracking system, it seems to update more accurately than other companies.
Since then I've had numerous parcels delivered by DPD and I've never been anything other than hugely impressed. I've used their next day, next day pre 12 and next day pre 10am services, and in a year and a half they've only been late once, and that was a pre-12 delivery which arrived at 12.15
The last package I received had been purchased at about 7pm on a Thursday, and it was at my door by 8.30am the next day. Unbelievable service, and these days I am willing to shop around and pay a little more if DPD is the delivery company used.
I bought goods online and received a text on 25th October to say that my parcel would be delivered on Monday 28th October. This did not suit me, so I followed the instructions to change the delivery to Tuesday, choosing the number "2" on my keypad for Tuesday. I then received a text saying that this change of date had been accepted. I arranged time off work and waited... and waited... However as the day wore on, I decided to check the DPD web site to see if I could track the parcel. Lo and behold, the delivery date had been mysteriously changed to Wednesday 30th. I certainly did not change the date, having wasted most of the day on Tuesday waiting for it. I phoned Pet Supermarket to ask if they could shed any light on it but they didn't know and just apologised. I arranged for my partner to wait in my house on Wed, 30. He tried to find out the time of delivery using the "predict" service which DPD are so proud of. This only stated that the parcel was at the delivery depot but at 11 am I received a text saying that the parcel would be delivered that day between 3.15 and 4.15. It did arrive around 4.15. but I would like to know why my delivery date was changed and why I didn't know the time of delivery until 11 a.m. We have wasted two half days of our precious time.
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