DX reviews

Are DX involved in identity fraud?

Maybe that's why they can't be trusted to deliver passports.

When I submitted a visa application to the Indian Visa Office I was given the option of having my passport returned to me by courier. How I rue the day that I agreed.

Apparently DX received the passport on Oct 15. On Oct 18 the courier was sent out with it but realised he didn't have my full address or a contact number so he returned the passport to their offices. Instead of ringing the Indian Visa Office to request the missing details DX then sat on the passport for two weeks before sending it back to the Indian Visa Office on Nov 1st. At least DX claims it returned the passport to the Visa Office, they have no record of anybody signing for it on the other end. So either they dropped it down a hole, or it's circulating in the black market or they still have it in their depot somewhere.

I've called them four times this week, trying to get to the bottom of this and when I'm not on hold on their expensive call line, I'm speaking to the most junior member of staff who doesn't know anything, can't refer me up to anybody and is about as useful as a brick wall. I've filled in a complaint form and within hours received a terse reply referring me back to the Indian Visa Office.

I am extremely pissed off. Luckily I'm a journalist and I know A LOT of people so I am going to be shouting EXTREMELY LOUDLY about their incompetence, lack of transparency and inability to handle sensitive documents responsibly. It's outrageous they are being used by huge national companies when they're so utterly useless.

Appauling

Going by the other reviews in this thread, it appears I am not alone in the terrible service I have received from this 'company'. I apparently missed the first delivery even though the first thing I knew about it was a text to rearrange delivery.

Then, having rearranged for two weeks later on a Saturday and put off doing things to be at home all day, there was a brief call to my mobile which I didnt get the chance to answer, but no ring of the door bell, no quick retry to ring my mobile, no card left. I am fuming.

shocking

Unfortunately the passport office use this Company to deliver official documents I.e marriage certs & old passports, utterly shocked @ there service, I'm due to go away next wk needing my documents they have unexpired visas in, after calling the passport office to see why it has been taking so long for my package, I get passed through to DX call centre only for the person to tell me they tried to deliver it last Saturday (5 days ago) no call card or anything!!! He said oh let me check the photo of your door! Questions....
Do you have a porch? No! Do you have a letter box? Erm YES! Do you have a blue door? NO its white!! Not any door on my street has a blue door, NNE
I get told oh ok, well we can deliver tomorrow or Monday if you like I say I'll go for Monday, you mucht be in from 8am - 5pm, I reply I do have 2 children & I have to do the school run gave him times etc his response well our driver can not work around you!! Well I turned red! Fuming is not the word! Currently waiting for a call from a supervisor, they seem to think it's acceptable to deliver to a completely different address, not try to contact me to wonder why I haven't contacted them, yet they are completely incompetent!!!!
Awful service, disappointed is not the word!

Joan Soares found this review useful

I must get rid of the shark-infested moat...

When I heard that my passport was being sent with DX, my heart sank. They've got a reputation for unprofessionalism, incompetence and rudeness, and so far they're living up to it splendidly. I was working from home all day on Monday, and we have a nice big doorbell on the door. What could go wrong? Somehow, they managed to slither a 'we tried to deliver your thing, but alas and alack, we could not raise you to the door, no matter how we whispered at the lock and pressed our faces to the glass' card through the letterbox. DOORBELL, people. It's not just for Christmas.

I rearranged delivery for Wednesday, and once again, nothing arrived. This time, I had notification on my phone that someone had tried to call, but the reception here is poor, so I sent a text asking the caller who they were. No answer - the delivery driver was probably trying to work out how to make der talkybox make der wordy picture fing. Annoyed, as you might imagine, I sent a text saying 'if this is DX, why don't you ring the doorbell?'. And about two hours later got a text back saying 'try answerin ur phone could not find ur house'. Which is odd, because DX managed to find it on Monday.

I live across the road from a terraced row, and, admittedly, the PO have probably dropped a clanger by making us number X of that terrace, although we're a detached house. But seriously, how difficult would it have been for the driver to try looking around and maybe walking across the seven foot expanse of tarmac and seeing if one of the two houses there could have that missing number?

And, DX, your delivery person's manners could do with a brush-up. A simple answerphone message saying 'hi - I can't find your house, so please get in touch' would have saved so much trouble. Or a text. They know how to text, when they want to be snotty. Just not when they want to deliver things. Ah, well. I'm not going away until next year. Have fun wasting your petrol, clowns.

No Apology Shocking

I left specific instruction to leave my item safe in a secure place, these instructions were very clear- a five year old would understand them. I received two text messages on the day of delivery acknowledging that this would be left safe, so obviously the instructions had been received. I arrived home and no calling card was left, my safe place was empty but the tracking said they had attempted delivery. I phoned the customer service line. Spent 30 minutes on hold and when then told it was basically my fault, not even an apology. The man was extremely rude and hung up on me. I will not order from anywhere that uses DX ever again... terrible!!!

Not just incompetent, dishonest

I've had to endure this company on a number of occasions and they are consistently awful.

The customer-facing staff work in a call centre which is not connected to the delivery network - there appears to be no way for them to directly contact drivers. This leads to a deeply frustrating, Ryanair-style of customer service, meaning there is no channel through which affected customers can address, let alone resolve any problems.

My experiences have involved drivers not attempting to deliver packages (to a delivery bay which is filmed and manned 24 hours a day) and then claiming that they had. It's frustrating enough to repeatedly not receive a delivery without being lied to over and over again.

My office is in central London and my last package eventually arrived over a week after the initial delivery date. This followed a mind-bendingly annoying spate of made-up excuses, poor internal communication within DX itself, and false accusations directed at me personally.

The company is truly shambolic, and appears to only still exist as a result of securing public service contracts (from the DVLA for example). Presumably they can offer very cheap contracts as a result of not actually being a delivery company:

Delivery companies deliver things on a certain date in return for payment. The DX does not.

Shocking delivery company

If asda had any sense they would get rid of these idiots ordered something online at asda direct picked tuesday for delivery waited all day nothing then they tell me weds same again nothing finally arrives on Friday they couldn't even manage to let me know which neighbour they left the parcell with no card through the door nothing won't be using asda again terrible

Whats the point of a courier company who cant deliver!?

Just for the record this is the 1st time ive actually been disgruntled enough to write a negative review about a company online. THIS COMPANY IS A JOKE AVOID AT ALL COSTS

Im pretty sure these days words like 'guaranteed' and 'customer service' have absolutely no meaning. I have wasted a days holiday and been sat in all day waiting for a parcel that hasn't arrived.

I paid for 'guaranteed' delivery between 7am - 12pm for a suit to be delivered in time for a wedding I have to attend tomorrow. Thanks to DX 'secure' delivery I can no longer attend the wedding. I have rang them several times and after being put on hold for 30 mins each time I get told that they can't contact the driver and that they would contact me as soon as they know the drivers location. Wait an hour... no contact 3 MORE TIMES I HAVE HAD TO RING, each time put on hold for 30mins to be told the same story.

The worst thing is this company is being used as ASDA's primary courier company. If I was in management at ASDA I would not associate myself with this shambles of a company as they will end up ruining ASDA directs reputation. They have no vehicle tracking, the online tracking service provides no useful information but sure are quick to take your money.

For the record I had some flowers sent to my ill daughter at exactly the same time. I have had email confirmations and text message confirmations all the way through the whole process finishing with a text message letting me know they have been delivered. FROM A FLORISTS! A florists putting a national so call courier service to shame.

Well done DX, not only have you have ruined my weekend but I will never be shopping at ASDA again either

Worst courier service ever!

Where do I start about this crowd of muppets! Left a tracking number that doesn't work online or on the phone! When fails on the phone you are but in a queue which I hung up on after 45 mins. Have tried all Morning and no joy! my partner rang their complaints department and got a patronising woman who rang the depot and told me it will be three or five so will probably be 8 if it arrives at all today! Will never use these guys again! Avoid like the plague!

06 September 2012

Reply from Thedx

Apologies that you have had such a poor experience. We certainly take these reviews seriously and take on board your comments.

We shall investigate how this happened. Did you receive your delivery in the end? If not, let me know at c.griffiths@thedx.co.uk. Additionally, if you would like to write a formal complaint to DX, please send to customer.concernsdxs@thedx.co.uk and we will pick that up.

Once again, apologies for the poor experience.

If I can be of any further assistance, please let me know.

Chris, DX

Fast and Efficient (maybe had a shakeup of their staff)

Ordered 3 items from Bissell Direct and was very impressed with the speed and quality of the delivery, was supposed to be within 4-5 working days but arrived within 24hrs of ordering, sending me a text when they were within an hour of delivering. Having had very bad experiences in the past with other courier services such as Yodel/HDNL and Hermes this was a welcome breath of fresh air as far as couriers go.

06 September 2012

Reply from Thedx

Thank you for your comment.

a wasted day sat at home

i have been sitting at home waiting on the delivery of my passport thedx stated they would be here between the hours of 9am and 5pm i took the day off work i am still sat here at 7pm on a Friday night waiting on delivery . i have spoken too 2 workers and one manger who only gave me excuse after excuse which was not good enough they spoke to the driver who asked that i be patient he should be at my address at 8pm , this company are diabolical i have taken a day off work i have lost a days wages i have been angry and shouting at 3 people unnecessarily . i only wanted my passport i would advise anyone if you are renewing your passport or applying for one ask who is going to deliver your passport if it thedx i would ask for alternate company too deliver it .

Incompetent

If a courier service can't even deliver then you know they have serious problems - I mean what else is their purpose?

Service is infuriating, absolutely no help or compassion once you do eventually get through the annoying automated system (which you're told to call to arrange to collect an item but doesn't actually give you the option) and all of this after you've waited in all day with the window open for a parcel which is never going to arrive. Delivery arranged for another day and another day spent waiting in - check the status online and see it's out for delivery, call and speak to someone at 5pm and told that it is still out for delivery, 6pm check the status again and now it's magically changed to 'attempted delivery'. Brilliant.

Arrange for collection after the weekend and on the morning of collection receive a text saying to rearrange delivery.... once again battle through the annoying automated system and told that it was put through wrong! So now no passport until 2 days time, apparently. At this point if it were anything other than a passport I would demand a refund. This company is absolutely useless and I hope they lose their contract for passport delivery very soon.

Time wasted by a company called thedx

All I can say about this company is absolutely rubbish, no any other company could be as bad as this one. I re booked my delivery date, and they didn't send it to me, and not even contact me, when I contact them, I can't get through to talk to anybody who can help me with this problem,I need to wait for the whole day, and still can't get my delivery, what a time waster! so my suggestion for people is do not ever use this company's service, its service can get you mad!!!!

rubbish

i want my passport, why cant it be done the traditional way by using royal mail. this dx is rubbish. their website is truly rubbish and they dont have free phone number.

crazy service rude customer service

Han Da Zhang and Harrison Han found this review useful

Wasted vital pre-Christmas time waiting for these idiots!!

My husband's work gives out High Street vouchers as a staff Christmas bonus, but for reasons best known to themselves they decided this year that employees would have to order them from a Rewards website and wait for them to be delivered by courier, rather than just giving them out in work. Anyhow, that's by the by...
we ordered ours on 9th December, so I thought they should be with us within about a week and that we'd have them for Christmas shopping.
When nothing had turned up by 20th December, I emailed the Rewards company to find out what had happened, and they passed on to us the tracking information from the courier co. - The DX - which stated to my surprise, that delivery had been attempted that day and a card had been left... oh no it hadn't!! We'd been in all day and no card had been left!!
I tried ringing the DX but phone kept ringing out.
Finally got through to them on the Weds morning (21st) spent a long long time on hold only to eventually find out that what had happened was they'd attempted delivery to the WRONG address (a similarly named address though, Court as opposed to Road) - they had left card there and when the occupier of that address got it they obviously thought it was a delivery for them, attempted to rebook, and because the names didn't match, the parcel got put on hold!
No attempt was made though to contact either the sending company or myself, it was only by chance that I found this out. Lady on phone said they would not be able to redeliver next day 22nd as fully booked, but put me down for Fri 23rd between 9 and 5.
I had so much to do with it being almost Christmas but I put a brave face on and figured that at least if the vouchers came Friday morning I'd still be able to do my shopping... come 3pm that day though, nothing had arrived so I rang them again to see if they could give me a rough time. Went through automated system which told me that I had a parcel due for delivery that day, yet when I spoke to a CS rep they said actually no I was NOT due a delivery that day at all!! Cue long and heated debate, the upshot of which was that my item was NOT on a van for that day as they were short of drivers!!!!!
Yes I had wasted all day sitting in when I needed to do 101 other things, only for it not to arrive due to their incompetence. They half heartedly offered to rebook for 24th but I had promised my young boys a trip to the grotto before Christmas so instead I had to turn this down and accept a delivery for Wed 28th Dec!!! (Which did eventually come by about midday, hence my grudging 2 stars) so much for Christmas shopping with the vouchers!

Han Da Zhang found this review useful

Quick service and so helpful

Ordered on Friday 23rd December and my items arrived on 30th December. Considering the time of year, plus there were only 3 working days between order and delivery, added to the fact that I only requested standard delivery, I am very happy with the service received.

Courier also delivered with a smile and was respectful too, which was great.

Will be sure to use DX in future.

No stars really but they wouldnt accept that - terrible service - or should I say no service at all

Messing me about - I keep getting automated phone calls saying they will deliver - I then cancel appointments and stay in and then get another call saying they will deliver a different day. Only automation at the end of the phone all the time. Ruined my week, filled me with stress and am deeply annoyed and frustrated and still no passport.

Han Da Zhang found this review useful