Dear Sirs,

It's a shame I can't do less than one star!

I write to you today as I can not believe how your company has taken such a massive nose dive to it's customer care! WOW!

One of my recent experiences there are more!

I ordered an item from Fortnum and Mason and paid extra for guaranteed delivery for Tuesday the 12th of July for an event on that Friday 15th of July.

I had the hour slot given, I waited at home and then received "sorry we missed you, we won't be back today" however as said I was home! So I looked on the App and saw a picture of a random gate, not my home, so I called and spoke to DPD customer services and I explained the above and said it was possible that they could not find me, as I had moved address, so I gave them an extra piece of info to help the driver on the next attempt and said get them to call me if they need extra help, Wednesday came and again I received my 1hour slot, again I was in working from home, again the time came and the same as before " sorry we missed you!" and picture of the same wooden gate! So I called again and asked if I could change my address on the App and add the extra details on, as it was not allowing me to do it this end due to my address not being on the option list as it is a new build, to which they said not while there is an active parcel, so I said I am working tomorrow and won't be home, we were meant to be going straight to the event Thursday from work ready for the Friday, so explained that I needed this item now, she explained that there was nothing she could do, that the parcel would be attempted again the following day, so I changed my plans and finished work early to come home to get the parcel, but yet again it failed! Same picture of the same gate! I called customer services yet again and explained I had come home especially to receive this delivery, she said that Fortnum and mason had now rearranged it for delivery Friday morning, which I said was no good as we were leaving Thursday evening for the Friday event. She suggested I called the sender and ask them for help, which I did, Matthew from Fortnum and Mason called your company while I was on hold on the other line, he came back and said you were going to return that day as it was only around half an hour from failing the delivery, and the driver would call me to get further directions, I mentioned that I had given my number on each occasion I had spoken to DPD and that I had not received a call as of yet, Matthew said that they have a bit of weight behind their call as they do a lot of Buisness with DPD, so I waited …. And waited…and waited…no call and no return! I had to rush out that evening and purchase alternative item to take that night to our event. NOT happy!

Friday came and when I had mobile signal that afternoon I yet again had a missed delivery notification come up on my phone! Same random gate picture, so I called Fortnum and Mason and told them I would be requiring a refund, as the item was no longer required!

As mentioned above have recently moved into a new property which is located on an existing farm with other properties, as our home is a new property it is not listed on everyone's address pull down options including yours.

Therefore today I called customer services and asked if they could change the address manually their end and remove my old address, they informed they could not and I would have to go into a live web chat where they would be able to do it, I was inquiring how to do this when they put the phone down on me! Not impressed so I called back to complain about the lack of customer care and this woman putting the phone down only to find yet another rude operative! The noise in the back ground on both calls was incredibly loud I could not hear her and I don't think she could hear me either even though when I questioned the noise she told me she could hear me! It was hard to even hear myself talk, What's going on in your company!?

( for your info the number I called on the first time was *******518,, ******* via the app the second time was *******500)

I have been a loyal customer in the past choosing you above others if options are there, I have deleted my DPD app and I will no longer be singing your companies praises, quite the opposite infact!…. Never did I ever think I would live to see the day that Hermes would be better in their delivery experience and customer care than DPD!

I think you should rethink how your company is operating! It's a disaster!

Sincerely a very very unhappy EX customer!

Mrs Latham.

A WARNING! Apparently (according to Aftab - DPD Exec Desc), if a customer books a parcel delivery via a DPD website, and they are given DPD paperwork and labels, the parcel is collected by a DPD driver in a DPD van but then is subsequently lost by a DPD depot, it's the fault of Parcel2Go, who process the payments! NOT DPD?

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I have left multiple reviews of DPD's TERRIBLE customer service and total inability to make a simple delivery. The problems they caused were passed from department to department without anyone resolving the issue. Their response to the problem that they created was laughable and reflects DPD's total lack of care for customers. I will continue to leave negative reviews on Trustpilot, Facebook, Twitter and other forums. Today I have been informed that my review on 'Sitejabber' has now reached 1,800 people. If 10% of those people decide not to use DPD, based on my review, that's a lot of money DPD are losing!
I will not stop until this problem is resolved to MY satisfaction, not just DPD's!

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DON'T EVER USE DPD or DPD local!

I dropped a parcel (a Mother day present) off at my local Argos, for 'DPD online' collection on Sunday the 7th of March. On Wednesday (3 days later), the parcel was still at Argos. I went down to the branch to ask why it had not been collected yet. I was told that a DPD driver had twice refused to take all of the parcels, as there were too many, but he had now picked it up. On Thursday the 11th, my Mum received a parcel from DPD, but NOT the one we sent her! Somebody had stuck the wrong bar code on her parcel and somebody else's parcel, so she got a box of herbs and vegetables delivered to her instead! The box had two different address labels on it (the label the customer had applied and DPD's), but instead of the courier using common sense and questioning it, he delivered the wrong parcel to my Mum (he dropped it on her doorstep, took a photo and drove off).
To cut a long story short, I then spent over 3 hours on the phone and 'live chat', speaking to four different people, who although they were helpful, just passed the buck. The final person that I spoke to said "I confirm that I have passed all the details and our internal team will investigate it now and will try to fix it ASAP. We should have a reply within two working days". As yet (Mothers Day), my Mum has still not received her present & card!
This problem was a simple case of cross labeling a parcel, and lack of COMMON SENSE from the courier. It would have been very easy to resolve quickly and in time for Mothers Day as we knew exactly where my Mum's parcel was due to DPD's tracking system. If someone at customer service actually gave a damn, they would have spoken to the DPD branch who had the parcel and arranged for it to be sent to the correct address the following day (Friday). Instead they just passed it on to someone else to be investigated "within two working days". DISGUSTING! DPD should be ashamed of themselves for ruining what should have been a special day for my Mum.

UPDATE 15th of March...
My Mum's parcel has now been delivered SOMEWHERE ELSE?! Signed for by 'SITTINA' at 10:10 this morning, whoever and where ever they are? This is incompetence beyond belief, and terrible customer service as I was told by DPD last Thursday that "our internal team will investigate it now and will try to fix it ASAP. We should have a reply within two working days". STILL WAITING!

FOUR WEEKS after DPD lost my parcel, I finally got a refund of my postage and a £10 "gesture of goodwill" payment for the missing contents. I said that the should send my Mum a bunch of flowers at the very least, to say sorry - they refused!

The worst experience for an online service in my life
I booked DPD Local to transport a small shelves from London to Paris which was a gift and which will help me in my job
We were in January
When I booked, I mentioned was a shelves but they took money and say nothing
My parcel stay 1 month on the status "consolidation scan"
After one month, they send the parcel back to London without saying to me (I discover it on the tracking) for the reason... no idea
They told with Brexit they had problem - so why take money from people if you are not able to transfer the goods
But the worst is to come
They relabeled my parcel... 5 times
They delivered my parcel... to the wrong person
They send me proof of signature (a false signature) and a pictures which was not my home
The day after they recognize it was the wrong home and they took the parcel back
From 14th of February, the tracking of my parcel still the same... I would have said the trackingS cause my parcel have now 5 different number
I reach their customers service - the chat - about 30 times
The only thing was to wait 8 week for my parcel to get back to me in London
Today the 24th of April... still nothing
I send mail, phone everything that was possible
The only thing I know that my parcel is in the lost property... sleeping
I asked them to refund my goods - was really the minimum
They asked me proof and papers which is unbelivebal after all this time, lost of time and energy
But after all this story, and opening 2 claims, the claims was refused foe the reason
I sent a prohibited goods "a shelves" it was on their list and so they cannot refund me and do nothing for me

But when I declare the content of the parcel, they took the money

They don't even propose to send my shelves back to me
Is the only thing I want and ask since the beginning

So now this story is 4 month old, I will never see my shelves again
They won't even refund this to me

DPD Local MAKE ME LOST - or better steal to me - my money and precious time (I was almost crying sometimes for their lack of consideration)
They don't care)- your parcel is lost by their fault but it is not their problem

Again, I order a lot on internet, I have parcel coming from US, London... I never see this lack of consideration in my life

Yes they lost your parcel but... that's your fault - bye

Please - don't use them! You will regret it
Or read the 1500 goods prohibited

In the meantime, I took UPS from London to Paris for another parcel, 48h later my parcel was in my home

2 "Lost Packages"

I work with DPD Local for years, and so far never had a single issue. However within one month, I gost 2 lost packages, which one of them is still being "investigated" (which we know how it´s gonna to end).
I send a package (DPD*******) with 4Kg(!), big size, easy to identify as is full of red tape, from London UK to Portugal. After some time of being in the deposit, I´ve asked them what was the reason of the delay and it started the red flag. They said that weren´t sure where it was or even if it left UK (wow).
The package was sent without insurance and package value was marked with £250.
However I missed to count some of the items which Value was worth it of £600.
I´m not even counting the fustration/desperation it caused me, the ammount of work and customers I´ve lost from it. The loss of loosing that package is priceless.
After almost 2 months of headaches and lost time contacting them, they said that the package was "lost".
They request all the invoices of the content, with dates and receipient, and all the items were the same type (which obviously I couldn´t fake).
After few time they said that they could only refund £50 (which if they knew this in advance, why asking for all the invoices of items, making me search and print everything to provide the "standard" refund?
Is a fact I could select insurance, but 3 things made me not selecting it,
- I was working with them for years without any problems (I used to use insurance before)
- The terms & conditions of the insurance almost don´t cover anything, even personal belongings? It seems insurance was only made to cover themselves
- I assumed they were a reliable company.
The people I spoke with were all nice to speak with, but none will help you out in nothing, make no mistake!
I even got someone saying "you should select the protection when booking", that is correct, which I answered "you may be right, but I didn´t select "disappear package" option either".
I can see now from other user feedbacks that this is a common practice, which makes me wonder that working there must be a dream job making disappear non insured packages and even receiving a salary in the end of the month.
For them, as a company, it´s better to lose a regular customer throwing him a £50 bone, then stoping to make disappear packages.
I hope this experience will get to you that is thinking to use this company "magic tricks services".
I´m genuinely thinking to apply to work there, as it´s amazing to be rewarded monthly making packages vanishing without consequences.
My last hope is that the second package will not get the same result as this one, but as I can see from other experiences, this one will end in a Circus Show also.