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 (DPD4198325) 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 DPD Local 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".
DPD Local requested 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 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 DPD 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 yourselves
- I assumed DPD was 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".
It seems for them, as a company, it´s better to lose a regular customer throwing him a £50 bone, then stoping to make disappear packages and care about customer service.
This outrageous experience destroyed my trust I had with DPD, and the solution they gave me is a "We don´t care about customers" solution.
I lived in UK for years, and one of the things it pleased me most, was that I could see how the companies show that they really care and make the extra mile for customer satisfaction.
But I was shocked when this happen.
Not only with one package, but with two! (the other is still being "investigated").
Meanwhile I´ve read other user experiences and I can see I´m not the only one with lost parcels, even insured ones you don´t give insurance! So what´s the point? What is going on?
I´m looking for answers, I´m looking for a fair compensation (which it will never be as there was items inside I can´t find anymore), this is not fair to a customer without any responsabilities.
Creating a good reputation in business takes years to achieve, destroying it takes seconds.
I had to compensate my customers for their loss and I´m a small entrepreneur. I can´t imagine being a big company like DPD and be joking with serious customers.
I will need long time to recover from this, for DPD is another normal day.
This is not fair, and a disgrace for me.
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, it will end in a Circus Show also.