DPD - Please stop using them

[Vimeous]

Simple really.

I want to collect from their depot because I know they will not deliver when I am at home (as their texts keep telling me).
However I am not allowed to do so until after they've failed to deliver twice.
Ignoring the huge waste in fuel and time the automated service or website insist I can only collect when prearranged the following day!
Ok so I think "I live less than a mile from work I'll get it redelivered there" but no, because the postcode is different the automated systems cannot cope.

The website doesn't provide direct dial numbers for their depots or national customer service (e-form only for goodness sake) so a human and I can sort out what are fundamentally basic problems in the customer-facing aspect of their operation.
Oh and the calling card doesn't provide the address of the local depot.
Even the website doesn't provide opening times making it clear off-the-cuff collections are especially unwanted.


Net Result? Scan send a parcel next day I have to add 3 additional days before I get my parts.


Please bring back Citylink.
I can turn-up unannounced the evening of the first delivery. I can ring a human who an discuss any issues logically.
Above all I get the parcel the day I expect it!

[razer121]

I'm pretty sure you can use the saturday delivery service at an extra charge? If you knew you was not going to be in the next day, you cannot hold dpd responsibly if you paid for next day, I dont mean that to sound rude but you seem pretty ticked off (as i would be aswell) but think about it for a second honestly mate, dpd are pretty good at what they do IMO.

[andyr(uk)]

Hi , i know where your coming from, i have ordered from scan twice since they used DPD, the first time i emailed them to arrange pick up at a cirtain time the following evening and the second i used the automated phone service to arrange the following evening , you dont get the option for the same evening where as Citylink you could just turn up and get your parcel the same evening as your expected delivery, DPD is fine if your in, for those at work it puts an extra 24hrs onto the delivery

[Vimeous]

razer I understand what you're saying but why should I pay extra for a Saturday delivery (or the other 'upgrades' DPD offer)?
Scan have always been excellant for getting items to you next day if you order before a certain time. It's a service that's worked fine for years. I use it mid-week because I'd rather not pay extra to waste half my weekend sitting around waiting for a delivery. I'd much rather pay the fuel cost of fetching it from the depot when I need it vs wait a week.

DPD don't seem to realise that what appear to be four generous options for delivery are so restrictive as to make them mostly pointless:

1. Upgrade Delivery: Pay extra and they'll deliver before 10am, noon, after noon or Saturday before 1pm.
For those of us who work only the last option is remotely viable. However if I wanted Saturday delivery I would have paid for it at point-of-sale.

2. Change Delivery Details: Choose a different house/number in your postcode.
Deliver to your neighbours is a nice idea but they work too and won't be in either! Why not my place of work if it's not too unreasonable? Maybe because an automated service can cope with grey areas .....

3. Collect from Depot: Pick a time to collect - call our automated service.
Easily the best option but why can't you just give me opening times and I'll turn up exactly when it's convenient to me? In fact why not just allocated 4pm - 7pm every week day for collections? it would allow focused manpower AND a simpler customer experience.

4. Leave in a safe place: Fill-in the card, leave it outside and the driver will follow your instructions.
Seriously? And you expect that parcel to be there when I get home? Better still I ring you, give a human the details who can then update the delivery info the driver gets on his handheld/laptop etc.


Maybe I am being unreasonable but Scan have put the effort in to ship the product quickly and for me DPD's inflexible handling terms are badly letting them down.

[Funkstar]

Well despite what the Scan website and confirmation emails say, I always get deliveries a day late. Granted my postcode isn't exactly a bustling metropolis, but it is mainland UK and there is never any mension that the Next Day Delivery service has magically turned into a Two Day Delivery.

I'm just glad I don't pay for delivery through Scan, or they would have refunded a few deliveries already.

[Gibbo]

Why not just get stuff delivered to work?

That's what I do.

[Biscuit]

Why not just get stuff delivered to work?

That's what I do.

Exactly what i was going to say!

[Chris P]

Vimeous

Please PM your invoice number so we can respond in detail.

Best Regards

[Gog]

I sympathize with you - unreliable and unresponsive couriers are extremely aggravating.

For me, and that's only 3 or 4 deliveries so far, DPD have always been reliable and arrived in the time slot they've estimated. But I know that's not much consolation to you.

Conversely, I've had nothing but trouble with Citylink at my current address - things turning up days late, outright lying about no one being in (I work from home), boxes so badly damaged much of the contents had been 'lost' en route. But at a previous address in the same general area, Citylink were fine.

Turns out it has a lot to do with how unlucky you are to be on the delivery route of a cretinous moron.

Ideally, and somewhat unrealistically, I'd love to see a selection of delivery options at checkout. You really could please all the people all the time.

[chrestomanci]

Why not just get stuff delivered to work?

Because sometimes it is not possible?

The last place I worked at had a specific rule forbidding staff from having personal packages delivered to work. They said that the goods inward staff where there for the company, and should not be used for personal packages. In part to enforce it goods inward would open every package, and if they did not find a purchase order number that matched up on the company system, then questions got asked.

The website doesn't provide direct dial numbers for their depots or national customer service (e-form only for goodness sake) ...

For me that would be an intimidate red flag. A number of years ago I switched to Scan from Dabbs because scan publish a phone number and they are helpful when you call. It has been my policy for many years never to deal with internet companies that hide their contact details, as it just stores trouble for later.

If I am dubious about a new internet company I will sometimes phone up their support phone number, and then if I get to speak to a person in reasonable time, then I ask to be transferred to sales.

[Chris P]

Vimeous

I didnt receive a PM with your invoice number but have located this so can now reply.

Your order was placed on 28/01/2011 15:08:55 (Fri) with a Requested Delivery Date: of the 31/01/2011.

DPD tracking shows that delivery was attempted as scheduled....

31 Jan 2011 13:34 Gloucester We were unable to deliver your parcel as there was no one present to sign for the delivery, rearrange your delivery here - 22017314
Calling Card Left e-mail notification sent

However I am not allowed to do so until after they've failed to deliver twice.

I can confirm DPD allow collections from their local depot after a parcel is attempted for delivery on 1 occasion and there is no requirement for a parcel delivery to be attempted on 2 occasions before this is possible. If have been informed differently please let me know from where so we can look into this.

Ok so I think "I live less than a mile from work I'll get it redelivered there" but no, because the postcode is different the automated systems cannot cope

.

We allow alternative delivery address to be entered at the point of Sale via our ( SCAN ) web site. Please can you confirm you attempted to change the delivery address and any issue's experienced?

A redelivery option to an alternative address was also provided to you post dispatch but we never received a request, along with 3 other possible options.

The website doesn't provide direct dial numbers for their depots or national customer service (e-form only for goodness sake) so a human and I can sort out what are fundamentally basic problems in the customer-facing aspect of their operation

.

DPD have a branch locator on their web site and our tracking e-mails link to the DPD site.

http://www.dpd.co.uk/utilapps/depotf...howForm.action

I appreciate this isn't currently available on our site and I will ask for this to be added.

It seems from reading your post that you knew delivery wasn't possible at the address entered and was possible to your work address but an alternative delivery address not selected at the point of Sale?

Best Regards