Heather´s profile

Reviews (1)


It's not the people, it's the technology

Today marks the second parcel I've received sent via DPD. To their credit, the last time I received something it went off without a hitch and I was impressed with them. This time, however, I was frustrated by them. I ordered something on Friday with guaranteed 24 hour delivery. Now, I'm more than happy to hold my hands up and admit it was my mistake to pay for this service when obviously I should have paid for Saturday delivery. I admit, I did not realise it was an option at the time and hadn't realised Saturday was more expensive (wrongly I assumed in this 24/7 society that Saturday was no different to any other day). Anyway, as I stated, I accept this was my mistake; however, my issue is that when I went onto the website to 'upgrade' my delivery just after 4.30pm on Friday, I was completely flummoxed as to how to do it. After pressing every button available I realised that they needed a number which I hadn't been given by the sender (who by this point had closed for the day). I emailed DPD customer services and got no reply and attempted to call them, no joy on either.

On Saturday morning I called the depot (after searching for ages for a number that connected me to a human, in the end I found the number on a forum set up to complain about DPD) and asked if there was an additional charge to pick it up myself. The guy I spoke to was excellent, he took my parcel number and while he was searching to see if it was there he explained how their system worked. He pointed out that if the parcel had Saturday delivery then it would be in a separate lorry, he stated that all other parcels are in lorries that would not be unpacked until Monday morning. I was happy with this as at least I knew where I stood.

So, my main issue with this company is in no way leveled at the people working at ground level. I received both packages in the time slot they informed me about the morning of delivery, and the gentleman working at the Glasgow depot on Saturday was helpful. My issue is with the tricky to navigate website and the ridiculous process of getting in touch with customer services. The inability of the customer service team to respond in a timely manner to either an email or a telephone call is frustrating, I am yet to receive a response to my email sent to them on Friday afternoon regarding their confusing website. Surely if you have a parcel number and a consignment number then you should be able to upgrade the delivery? Anyway, I know this seems like a huge review for someone who was in the lucky few to receive two parcels on time, but I think the head office should probably rethink the way in which they deal with customer issues.

28 January 2013

Reply from DPD UK

Hi Heather,

Thanks very much for taking the time to post your feedback.

I'd like to assure you that the vast majority of our customers do receive their parcels at the scheduled time. On the occasions that we don't deliver on time, we always seek to provide assistance on channels such as Trustpilot, Twitter and Facebook.

I'm very sorry that you did not receive a timely response to your queries on this occasion, though am glad that you had a pleasant interaction with our representative at your local depot.

Please be assured that I have shared your feedback regarding our website with the Online Marketing Manager, and we will be sure to review your comments in the near future.

If you do ever require any assistance with a delivery, please email socialmedia@dpd.co.uk with your parcel reference number and phone number, and me or my colleagues (Andy and Sim) will be happy to help :)

Kind regards,


Heather´s profile

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United Kingdom