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ryan j.

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Experience: Business

Member since November 2018

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1 Review by ryan

I purchased a "door to door by noon" service on Sunday evening, for collection Monday, delivery by noon Tuesday. This was purchased on a website with the "DPD Local" branding, but as I later found out was actually Parcel2Go (I was later pointed towards the very small print in the lower right corner of the page that does have a copyright notice for Parcel2Go)
I was told that Parcel2Go is the company taking orders, who then use DPD to do the parcel collection/delivery service.

My parcel has not been collected 3 days in a row.
Each day I contact DPD Local/Parcel2Go and each time I am told that this doesn't usually happen and that the driver has not left a reason for the failed collection.

The office block given as the collection address is manned from 7am-7pm daily with no parking or access issues. It has parcels collected and delivered multiple times daily.

My suspicion is that the driver hasn't even attempted collection. My phone number is associated with the collection so should the driver have problems, they should call - but haven't.

Each time I'm also told I'll have to print a new returns label to attach to the parcel for collection the following day. I've now stuck 3 different returns labels to the parcel (covering up the last) and the parcel is still sat in reception of my workplace waiting for collection.

No reasons are ever given by DPD Local/Parcel2Go as to why this has happened. Furthermore the complaints procedure doesn't allow the customer to be contacted back by DPD Local/Parcel2Go after an investigation.

I'm also told my the online chat people that I cannot call DPD Local or Parcel2Go to discuss and attempt to resolve this.
They also say that they cannot call DPD on my behalf to find out why my parcel hasn't been collected 3 days in a row as again, DPD Local/Parcel 2 Go are online only. They can only contact DPD via email which has a response time of 2 business days.
The online chat operators (I've spoken to at least 3 different operators) are not interested in helping and I hit a brick wall each time I try to resolve.

Not at all happy and I will never use DPD Local/Parcel2Go again - In fact, I would go out of my way to recommend family and friends to never use DPD Local/Parcel 2 Go.

I ended up requesting a refund and have chosen a different courier.

This has been a complete headache!

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