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 email@example.com 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
After misplacing an order on a thursday which was placed with the thought that it would be enough time to recieve the items i on Monday which i required for work on the tues, I contacted the company via phone just after 8am to amend the order on the friday. I was told it had been changed, later that day i recieved an email saying the order was prepared and dispatched, i then emailed the company to see if they had changed the order, i was told no. The next morning i phoned the company to try and resolve the issue, I was then informed they have no means of correcting the issue until monday, this is due to the fact a 7 day 24 hr online company only has courier pick ups and deliveries Mon - Fri, this is ludicrous meaning their customers are risking not getting essential items on time for business, work or essential DIY they also incur P&P fees to return the item. It isn't all bad the companies price's are very good and if the order is straight forward the service is excellent, however not being able to amend an order correctly ensuring important items are delivered on time is a simple error which should not happen. A modern company should also be able to dispatch and deliver items on a Saturday even if that does incur a higher cost for the service. This will also allow the company to correct their errors more effectively and in a shorter time frame.
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