Delivery Failure - very unpleasant experience with DPD

[inigiomontoya79]

Im a very disgruntled customer!

DPD - disgraceful parcel delivery!

actually scratch that, they havent even attempted to deliver anything yet!

order all the parts for my new £750 build on the 7th with next day delivery. scan pack and release everything on the 8th to be delivered on the 9th with which i take a day off work to accept delivery.

nothing comes so i investigate and according to dpd website there is a 1 day delay in deliverys in my postcode.

ok so i take another day off and low and behold, nothing happens. i see on the online tracking that it has been recieved at my local depo so i ring them and see what is happening.

they tell me, "its here in the warehouse." i ask if it will be delievered or can i pick it up. "to arrange a collection you have to go through customer services" and "we have no idea when it will be delievered" i would expect an ETA down to the hour due to the logistics involved in delievering parcels but i couldnt get a day or even week that i needed to be home.

i phone customer services and constantly get cut off when it trys to patch me through to an advisor.

three hours later i get through to a priority line for customers with account numbers! (i tried to make some kind of account but this didnt work, i just used some random numbers)

they were very helpful and arranged a 9'oclock pick up for me at London South East Depo.

Great!!

not so great, i arrive and theres a huge queue, every single person before me being told the same thing.

"its here and were trying to find it" "well take your phone number and ring you when weve found it" "we have no idea if it will be re-delivered or when it can be picked up again" "we dont have time to check the system to see whos arranged to come and collect and prepare the parcel"

so ive turned up and there incapable of locating my package.. and tell me i have to return. this might be fine for someone with a car/doesnt live an hour away but this is horrendous service, especially when im doing half of their job for them!

i conceded defeat after 3 hours of waiting.

at this point i was deflated, upset, stressed and confused.

phoned scan customer service to enquire if anything can be done. "we cant get through to DPD" "we cant offer refunds if its down to weather conditions" "we can refund your carriage"

im eligble for free carrage. but at least scan are doing something productive.

if a company cannot put in place a contingency plan to deal with adverse conditions then they are offering a second rate service and this astonishes me that scan are using them.

the way i see it, a depo will recieve a numbered batch and this will have a date, time and every parcel contained. this would then be stored and prepared for dispatch in a numbered and dated order so they can lookup and find specific parcels. how hard can it be?? even if you do have a higher volume and back log! in fact a system should be in place to deal with higher volumes anyway!

so im at a point now where i know where my parcel is and cant get it or have no option to get it. actually at a point i dont want the package now. just want my money back and scan can retrieve their goods however they want! hopefully they have a better chance than me!



help!

[inigiomontoya79]

Finally got through to DPD and they had my Parcel sat next to them ready for me to pick up.

Picked it up and finally have my order on 14th December. Hopefully everything will work

wouldnt be surprised if none of it worked by the way these guys were handling the parcels though! shocking.

will never use DPD again.

[g8ina]

Wonder if the ISO9000 people know that they cannot actually find a parcel (assuming that they are ISO9000 listed!) !!

edit : make that ISO14001 .....