Laura Aiken´s profile

Reviews (2)

Three

Unacceptable customer service

I am writing following several attempts to solve a serious problem I have had following purchase of a phone and contract online. My phone has not been delivered and yet I am still paying the monthly fee. I have tried the online "complaints system" a number of times to no avail (they just did not get back to me), and calling customer services was completely useless. It is now over a month since my phone was supposed to be delivered.

Keep reading for the full details...

I ordered a phone and contract online from Three and DPD were the chosen courier.

My parcel was supposed to be delivered on the 12th of June. I heard absolutely nothing that day, but the following day a failed delivery slip was left - one day late is forgivable and probably better than other companies offering the same service. I found the delivery card straight-forward, completed the section which said "leave in a safe place" and left the slip outside my door the following morning. Having previously heard good things about DPD, I did not hesitate to have the delivery man leave it outside the flat. That evening, both the delivery slip and parcel were nowhere to be found, as it was late I decided to leave it until the next day to call. The next morning I found a new delivery slip, not in my flat or outside the door, but downstairs in the entrance hall to our set of flats. It seems the delivery guy could not be bothered to come up to the flat. I took this new delivery slip and completed the form online describing my "safe place".

The next day (four days after the supposed delivery day) there was yet again no package. After checking online, I realised that the package status was "delivered" and when I called up customer services said there was nothing they could do until the following Monday when someone could talk to the driver. I heard nothing from DPD after that phone call. I called Three the same day to let them know the situation and they said they would also investigate with DPD and let me know within 48 hours. 48 hours later I had still heard nothing from either company, so I rang up Three once again and the customer service operator said exactly the same thing as they had previously. The next day I received a call from Three - as I has authorised DPD to leave the phone in my “safe place” it was my fault the phone was missing. Three would not pay to send out a new phone and there was nothing they could do. They did not offer any further help or advice, and did not even say how or when I could get my sim card.

Let me describe my "safe place" - it's a box outside our front door, on the top storey of a block of flats with a locked entrance. There are only two flats on the top storey (six flats in the whole building), and in the three years my housemate has been at the property she has not once had an issue with a parcel going missing. We have had countless parcels successfully delivered to us after being left outside our door, including boxes of wine and an ipod. I have since checked with all my neighbours to see if they buzzed anyone in, accepted delivery or indeed saw a delivery man that Friday, but have come up with nothing. An area which is not accessible to the public was defined as safe on the DPD website when I arranged redelivery.

I am now stuck in a 24-month contract with no phone, and no way to claim back anything. I feel that when I purchased my contract it was Three’s promise to provide a phone, and seeing as I have not received a phone I feel I am within my rights to stop paying my contract, but I don't want to get into further trouble and don't know how it will affect my credit rating. Spending more money on a new phone isn't an option for me now, which is why I chose the contract in the first place.

I also am completely unhappy that it is me having to go between Three and DPD, spending countless time on customer services trying to resolve the issue when it should be Three who resolve it. I have tried to contact DPD numerous times (and they have actually been helpful) but they will not complete an investigation without Three initiating the complaint.

In addition to this, the way that Three has dealt with my subsequent complaints is completely unacceptable. Following my phone call with customer services I made a complaint with the tracking number online on the 23rd of June. I received an automated reply on the 25th of June saying that the team were dealing with it and would contact me “in the next 72 hours”.

I also received a text message on the 26th saying that they would come back to me “within 10 working days”. In addition to this, Three's website says “If we cannot contact you, we'll leave a message and a direct number for our complaints team”. No such luck. On the 9th of July I still had not been contacted at all and sent in a second complaint – which I didn’t even get an automated response for. I have received no contact since.

It is now over a month since my phone was supposed to be delivered. I feel completely helpless and taken advantage of, and both DPD and Three have offered no help or advice to solve the problem. Surely both parties should be protecting their customers against things like this, and where a "safe place" is indeed safe and only accessible by 6 neighbours through a locked door they should not be blaming individuals for the error.

I do not think that this is Three’s fault; I think that this is DPDs fault, but Three are contractually obliged to provide me the phone and contract that I have paid for, and resolving the issue with DPD is their responsibility; not mine. Otherwise I feel that I am within my rights to stop paying the contract, and should report this incident to Ombudsman Services, and as a theft to the Police; at least it may stop the same thing happening to someone else.

If I could go back in time I would pay more and stay with my old provider. The way I've been treated and my problem has been dealt with is completely unacceptable.

DPD UK

If I could give them less I would...

I ordered a phone and contract online and DPD were the companies chosen courier.

The day my parcel was supposed to be delivered I heard absolutely nothing. The following day a delivery slip came through my front door - one day late is forgivable and probably better than other companies offering the same service. I found the delivery card straight-forward, completed the section which said "leave in a safe place" and left the slip outside my door the following morning. Having previously heard very good things about the company I did not hesitate to have them leave it outside the flat.

That evening, the delivery slip and parcel were nowhere to be found, as it was late I decided to leave it until the next day to call. The next morning I found a new delivery slip, not in my flat or outside the door, but downstairs in the entrance hall to our set of flats. It seems the delivery guy could not be bothered to come up to the flat. I took this new delivery slip and completed the form online describing my "safe place".

The next day (four days after the supposed delivery day) there was yet again no package. After checking online, I realised that the package had been "delivered" and when I called up they said there was nothing they could do until the following Monday when they could talk to their driver. I heard nothing from them after that phone call, and heard from my phone company that as I has authorised the safe place it was my fault the phone was missing.

Let me describe my "safe place" - it's a box outside our front door, on the top storey of a block of flats with a locked entrance. There are only two flats on the top storey (6 in the whole building), and in the three years my housemate has been at the property she has not once had an issue with a parcel going missing. I have since asked all my neighbours if they accepted a parcel that Friday or saw any delivery men but have come up with nothing.

So now I am stuck in a 24-month contract with no phone, and no way to claim back anything. Spending more money on a new phone isn't possible, which is why I chose the contract in the first place. I feel completely taken advantage of and both DPD and the phone company have offered no help or advice to solve the problem. Surely both parties should be protecting their customers against things like this, and where a "safe place" is indeed safe and only accessible by 6 neighbours through a locked door they should not be blaming individuals for the error.

If anyone can offer any help or advice I would be most grateful.

25 June 2012

Reply from DPD UK

Hi Laura,
Thanks for contacting us. I'm sorry to hear about your problem and hope that we can help to satisfactorily resolve this matter for you.
Could you please send the parcel reference number and a contact number to socialmedia@dpd.co.uk and I'll ensure that customer services look into this matter for you.
Kind regards,
Bobby.

Laura Aiken´s profile

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Laura Aiken
Reviewer
Female, 1988
London, United Kingdom

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