"Saturday: Failed to deliver parcel to a nearby shop. Not told why. No email or text, had to find out by tracking. Called customer service. Told it would be delivered the next day.
Sunday: Failed to deliver parcel. No email or text to let me know. Made the mistake of ordering something else from a completely different company from the first...
Monday: Failed to deliver 1st parcel. No email or text to let me know. Tried calling customer service from mobile phone number DPD had on file - their automated phone system recognised my number, and therefore which package I was calling about, gave me the same update that the online tracking system had (it had been returned to the depot) before it hung up on me. Called from a different number and got the option to speak to someone. When I got through CS agent apologised. I was told that the depot would call me back. I didn’t get a call back.
Earlier in the day, I also got an email to say the second package (from a completely different retailer) would also be delivered by DPD, and was given a time slot. I made sure I was in during this time. Tracking my second order with 15 minutes of the time slot to go, I saw that the driver was making delivery number 120, and I was delivery number 121. 3 minutes after the time slot had ended, i checked again, and there was a note to say the premises was closed. The premises was in fact not closed, and the driver would have known that had he attempted to make the delivery or called me directly.
I called DPD customer service once more (again from a different phone) and told them not only had the first package still not been delivered, but that the driver had failed to try delivering the second package. I was placed on hold and told the driver had done this in error, and actually couldn’t find the premises. I wasn’t given a reason as to why he he didn’t try calling me, but was given the option to raise an “internal complaint”. This apparently meant that the depot manager would call me back that evening, and also that I would get a call back from DPD around 8.30am the next morning if not. The depot manager did not call me back.
Tuesday (Today): Having not been called by either DPD, or the local depot by 9am, I decided to call them (again, from a different phone to my own). The customer service agent did apologise profusely, and spoke to the depot on my behalf while I was on hold. He then explained to me that they were aware of, and sorry for, my particular case, and that both packages would be delivered today. He also let me know someone from the depot would call me (and gave me a name).
I was then texted another tile slot for the second delivery.
Around 2pm I had recieved no call back, and tracked both orders. The first displayed that it could not be delivered, the second showed that they had attempted delivery, then that it could not be delivered a few mins later. Relishing another fruitful conversation, I called the customer service team again, who called through to the depot again (but the depot didn't fancy speaking to me, strangely). They then let me know that my shop of choice wasn’t accepting orders from them as too many had piled up, and they would attempt redelivery tomorrow. Which is handy as I need it for this evening. They then called a second depot for my second package, and told me that depot now has that package. When I asked that they reattempt delivery of the second parcel today, they said it may be possible, but I would need to wait and see (apologising purfusely again).
At the time of writing, I’m 10 mins away from the end of my second time slot, and still haven’t received either package), or had anyone from either DPD or any depot call me back. A great way to spend two days of my week off."