r/DpdDelivery

Posting this for anyone in England weighing up which courier to use.

I returned a set of blinds worth almost £600 using DPD. The parcel never arrived. For two weeks we tracked it and kept asking the chatbot for a status update, and got nothing useful.

When an actual customer service person finally replied, it was to say that unless a formal report is made within two weeks, DPD relinquishes all responsibility. So the two weeks I spent waiting on their tracking and their chatbot is exactly what they're now using to say they owe me nothing. Nobody mentioned that deadline at any point while I was chasing.

Since then they've gone weeks without replying. The blinds are gone for good and I'm out almost £600. I don't think that's fair or ethical, and they've been no help at all.

If you have to use them: file a formal claim the moment a parcel looks delayed. Don't trust the tracking or the chatbot, because the clock is running while you wait.

If you're a journalist writing a consumer watchdog piece about DPD's service, I'm happy to go on record and be quoted. I'm Juliet Kinsman, a sustainability journalist and editor, and you can reach me at u/julietkinsman on Instagram or LinkedIn.

Has anyone managed to get anywhere with DPD after being told this? Any advice welcome.

Just had an interesting (for want of a better word) conversation with customer service. I called up to reschedule a delivery as I couldn’t do it online due to my phone number being wrong. Whilst on the phone I mentioned that when trying to set up the app and adding my delivery preferences (in general, not for this specific delivery) there is no option to choose ‘Do Not Leave With Any Neighbour’. I can choose all neighbours or nominate 1 specific neighbour. When mentioning this to the agent they told me that the sender sets that preference. I’m sorry, what? How does the sender know whether or not I trust any of my neighbours, or whether they are fit/well enough to accept?
I have recently moved and no longer have a safe place to leave parcels. DPD going for a humanitarian award for brokering peace deals between neighbours or what? 😂

Ordered an expensive item from CEX and they shipped through DPD. I'm going to put a timeline of what has happened so far below. I just need to know if I'm absolutely f*cked or not. I cannot afford to lose this purchase; it's imperative to my work and I don't have any money to replace it should I not receive this one.

Sunday - They claimed to attempt a delivery but both my partner and myself were in and they did not knock.

Monday - They tried again and once again, my partner waited by the door and they never knocked. They sent a photo of our front door for the "Sorry we missed you" message? I was absolutely fuming, so I redirected the next attempt to go to a nearby Argos and emailed a complaint to CEX.

Tuesday - CEX responded apologising and saying that it looks like the package is with the Argos but DPD tracking said that it would be delivered Wednesday. I pop into the Argos and they say they cannot check anything without the DPD QR code, which is only sent once the package has arrived.

Wednesday - DPD tracking says that the package is en route at 11AM from a depot close by. After still not having any QR code or confirmation, I email CEX back asking if they can contact DPD on my behalf to help solve this, and I call DPD customer service (and get through to a human) at 3PM. They say it is in transit and will arrive between 4 and 5PM. Argos closes at 7PM and the tracking says it is still en route.

My plan tomorrow is to call customer service as soon as they open, and to check in the Argos as soon as they open. Does this feel like lazy delivery drivers d*cking me around, or does this feel like my package has been stolen?

So twice now I’ve had a notification via the app to say that my package is being delivered to a pick up point as requested by me. Except I have never requested this. Seems to be DPD Local only that it happens with, this second time the advisor in the changed to reroute it to come tomorrow, but what the heck?