Associate
- Joined
- 7 May 2010
- Posts
- 31
I've always had canny delivery through DPD and I know that in these harsh conditions to expect delays but this is 1st time I've had to deal with them for customer service and they are the worst I have ever dealt with and I've got virgin media lol
Been promised 2 call-backs and 2 promised days for delivery and also fed a load of total bull from their advisors!!
All started when I rang on friday as not delivered which I know would have been lucky to still get next day but checked the weather warning for my postcode and no delays for my specific postcode and that the tracking on website had birmingham then my address for delivery and on thursday the birmingham/newcastle bit was removed from tracking section so assumed just the last leg left, rang through got no joy asked for mamager passed to a coach and I asked for a manager and she advised me she was but after a little while she advised me she needs to pass me to a manager (lie number 1 as the told me she was a manager) and advised that although website not showing delays to my address there was and it would be saturday and would receive a call between 8-9am sat morn to confirm time or if too busy to deliver arrange collection from newcastle on the sunday.
At 9:18am on sat morn my phone rang for 1 second and caller put phone down and as I've worked in contact centers I knew straight away that when I rang he would say that he called at 9:18 and I did not answer but I had the phone in my hand when rang and didn't even give me enough time to move my thumb to answer it!! Anyway rang them up and low and behold a so called manager advisiing tried to call but I did not answer which is a total lie (number 2) he then passed me to a manager who seemed really good, apologised and advised that parcel going to newcastle on sunday night and would be geting delivered today the 6th (lie number 3) and I was not at home would delvier to either of my neighbours and also would call me back at 9am today (lie number 4) to confirm the time. I advised that if it's 100% today no need for call-back but she told me she would prefer to ring and confirm the time to which we agreed 9am. No call-back this morning so I have waited and rang through about an hour ago, I've been told that they don't know where my parcel is and it is like a neadle in a haystack which for a logistics company is a prize line, I asked them that surely when it's scanned on to a container that it logs the container number so you should at least know where the container is and which one it is on to which they had no answer, I did stress to the agent that I am not complaining they have not delivered due to weather but to having been lied to over and over again and no-one really seems to care and to want to fix the problems that they have caused.
I asked to spaek to someone higher and was advised that I could but I could not hold as would be half an hour and I asked if it's ok for me to hold 25 minutes to get through and then on hold for 5 minutes and then 10 minutes before spealing to her what is a valid reason that I cannot be on hold for another 30 minutes at which point she started threatening to termiate the call which I can only assume she was doing as did not have a reason or any company policy to hide behind that could justify not holding!!
All in all a really terrible few days dealing with this shocker of a company and I'm currently in the position of not even having an approximate date of deliver because no-one can even tell me where my parcel is located and that if I want it quickly I should just order another one off overclockers but unfortunatley I don't have another £200.00 kicking around to do that!!
Mega rant over but I needed to vent they are the single most frustrating company I've had to deal with and I know my standards are high as I work on FSA complaints for Barclays so know the correct way to deal with problems and tbh if we had staff that were just lying over and over they would be sacked!!
Cheers, EP.
Been promised 2 call-backs and 2 promised days for delivery and also fed a load of total bull from their advisors!!
All started when I rang on friday as not delivered which I know would have been lucky to still get next day but checked the weather warning for my postcode and no delays for my specific postcode and that the tracking on website had birmingham then my address for delivery and on thursday the birmingham/newcastle bit was removed from tracking section so assumed just the last leg left, rang through got no joy asked for mamager passed to a coach and I asked for a manager and she advised me she was but after a little while she advised me she needs to pass me to a manager (lie number 1 as the told me she was a manager) and advised that although website not showing delays to my address there was and it would be saturday and would receive a call between 8-9am sat morn to confirm time or if too busy to deliver arrange collection from newcastle on the sunday.
At 9:18am on sat morn my phone rang for 1 second and caller put phone down and as I've worked in contact centers I knew straight away that when I rang he would say that he called at 9:18 and I did not answer but I had the phone in my hand when rang and didn't even give me enough time to move my thumb to answer it!! Anyway rang them up and low and behold a so called manager advisiing tried to call but I did not answer which is a total lie (number 2) he then passed me to a manager who seemed really good, apologised and advised that parcel going to newcastle on sunday night and would be geting delivered today the 6th (lie number 3) and I was not at home would delvier to either of my neighbours and also would call me back at 9am today (lie number 4) to confirm the time. I advised that if it's 100% today no need for call-back but she told me she would prefer to ring and confirm the time to which we agreed 9am. No call-back this morning so I have waited and rang through about an hour ago, I've been told that they don't know where my parcel is and it is like a neadle in a haystack which for a logistics company is a prize line, I asked them that surely when it's scanned on to a container that it logs the container number so you should at least know where the container is and which one it is on to which they had no answer, I did stress to the agent that I am not complaining they have not delivered due to weather but to having been lied to over and over again and no-one really seems to care and to want to fix the problems that they have caused.
I asked to spaek to someone higher and was advised that I could but I could not hold as would be half an hour and I asked if it's ok for me to hold 25 minutes to get through and then on hold for 5 minutes and then 10 minutes before spealing to her what is a valid reason that I cannot be on hold for another 30 minutes at which point she started threatening to termiate the call which I can only assume she was doing as did not have a reason or any company policy to hide behind that could justify not holding!!
All in all a really terrible few days dealing with this shocker of a company and I'm currently in the position of not even having an approximate date of deliver because no-one can even tell me where my parcel is located and that if I want it quickly I should just order another one off overclockers but unfortunatley I don't have another £200.00 kicking around to do that!!
Mega rant over but I needed to vent they are the single most frustrating company I've had to deal with and I know my standards are high as I work on FSA complaints for Barclays so know the correct way to deal with problems and tbh if we had staff that were just lying over and over they would be sacked!!
Cheers, EP.
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