DPD Delivery Problem

malccy

malccy

malccy

Associate
Joined
25 Mar 2005
Posts
2,433
Location
Torquay, Devon, UK
Hi,

this is a bit of a rant and also a request for help from anyone who has been in same situation.

I made an order on Friday with Overclockers and early Saturday morning had the DPD app notification that my parcel would be delivered between 9.30am and 10.30am that morning. I updated the DPD app with more instructions on how to find my property (has to go through a covered alley to the left of the main lodge building, to see my maisonette directly in front).

It is not that difficult, but a few weeks earlier I met the DPD driver by the main road as I had followed his stops on the DPD to catch him. I explained to him when he arrived about where my property is for future deliveries.

So, back to Saturday 21st morning, and I am waiting close to my front door (have mobility problems) and get a notification that my parcel has been delivered and signed for (but no photo). I struggled out to the neighbours to check if they had received the parcel but nothing.

I get onto the DPD website to the webchat and explain what has happened and was told that a DPD person would call me within an hour. Within an hour I did receive a phonecall from Sarah from DPD who tells me there has been a mistake with my parcel and that it would be resolved soon. After several hours of waiting I contact DPD again via the webchat thing, and I am then told that I just have to wait indoors until the end of the day for the driver to return. I cancel all my days plans and simply wait - then wait some more. Nothing arrives nor any communication to me from DPD as to any action that has been taken

This morning, Sunday 22nd I call DPD customer service immediately at 9am to catch them early and explain to the representative what has happened and my general annoyance, but am simply told that it is my job now to contact Overclockers to inform them to contact DPD about the problem. I found this a bit frustrating and said that I could not understand why they themselves cannot Lias with Overclockers to sort the matter but was told that was not possible.

The parcel contained an m.2 drive and a kettle lead, which I needed as final bits for a new PC build that was going to build before Christmas. I had bought and received a 9800x3d just a few weeks ago from Overclockers.


I have autism, and I am struggling a bit with all this. One minute I am told it is a simple mistake by the driver and just have to wait for him to return with the parcel for me but now I have to sit in a phone queue on Monday 23rd December which is going to be long and difficult to then try to explain all this with the hope that Overclockers can then chase DPD to sort the problem. I struggle on the phone at the best of times, so am already feeling a bit anxious about it.

Sorry for the long and detailed rant. Has anybody been in the same situation or can anybody offer me any advice please?
 
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Get on to OCUK customer services in the morning, they should be able to do all the running around for you. I've never dealt with a decent courier customer service department. DPD are better than most for their service, but when it goes wrong I've found it's best to leave it to the retailer to sort. Don't let it stress you out, OCUK should see you right.
 
I believe the DPD app also allows you to upload a photo of your property/front door for easy identification.
 
Should imagine DPD will class it as a lost package and it will have to be reordered by yourself from OCUK and they will claim it back from DPD.

You should not have to pay again once you tell OCUK what has happened and hopefully get the parts out to you before Xmas.
 
Thank you all for your replies and support. I did try the three words thing but could not get it to save my location. I did enter I think clear instructions on how to reach my property (is just through a covered alley) and put this in the 'extra info' bit for DPD.

I have unfortunately worked myself up and worried myself about all this. As said, I find telephone calls quite difficult but will attempt to call Overclockers first thing in the morning.

Weirdly, I was sat watching the app yesterday attempting to follow the driver's journey and get to my door maybe when it says 2 drops to go, but none of that was shown on the app. It just showed the hour window and nothing more, which I now find a little odd. I did think and try to originally get the parcel delivered to a local post office pick up point but found that I could not get the parcel delivered 'free' this way so ended up choosing my home address for delivery. I think I will pay extra in the future for a pick-up point.
 
What 3 words
You just zoom in to your location
Then can copy and paste it into dpd app

Sometimes the dpd app doesn't show
The live map progress
I have a crazy intercom system
So always paranoid if its a driver that hasn't been here before
You can use both the dpd app and the web browser version
Which is what I do
One or the other will show almost real time
Where the driver is
Sometimes it's a couple of stops inaccurate
Others it even shows the driver has parked up
And tracks them walking to my property
So there's tracking in the van
But also in their handheld device too it appears
 
As say, the app usually shows number of stops before mine and gps whereabouts of the DPD van but, yesterday it showed no number of drops, and it showed the DPD van to be outside my town, Torquay. I'm not sure whether I will try the three words location app again, or I will just have future deliveries by DPD dropped off at a post office. Thank you Mcnumpty2323 for posting.
 
Have you called OCUK about this yet or are DPD still "trying" to deliver it?

I hope you get it sorted soon.
 
I have just now got off the phone with Overclockers and am very pleased to say my order will be shipped out again today, hopefully. Meanwhile, the previous DPD problem will be investigated by Overclockers. Maybe i'm being overcautious but have asked for this delivery to be sent out by Royal Mail. I was quite nervous about making the call, but the call handler Chris was very helpful. I'm not going to be able to do my new build before Christmas, but i'm just glad the matter has been dealt with so well by Overclockers and that I will hopefully receive my order soon.
 
malccy said:
I have just now got off the phone with Overclockers and am very pleased to say my order will be shipped out again today, hopefully. Meanwhile, the previous DPD problem will be investigated by Overclockers. Maybe i'm being overcautious but have asked for this delivery to be sent out by Royal Mail. I was quite nervous about making the call, but the call handler Chris was very helpful. I'm not going to be able to do my new build before Christmas, but i'm just glad the matter has been dealt with so well by Overclockers and that I will hopefully receive my order soon.
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That is good news.

You never know, RM may deliver it tomorrow (if they sent it Special Delivery instead of Tracked 48).
 
I've not yet received any order process notifications or emails to confirm the re-order is in process but just hoping that with the Overclockers Christmas busyness I haven't been forgotten....
 
malccy said:
I have just now got off the phone with Overclockers and am very pleased to say my order will be shipped out again today, hopefully. Meanwhile, the previous DPD problem will be investigated by Overclockers. Maybe i'm being overcautious but have asked for this delivery to be sent out by Royal Mail. I was quite nervous about making the call, but the call handler Chris was very helpful. I'm not going to be able to do my new build before Christmas, but i'm just glad the matter has been dealt with so well by Overclockers and that I will hopefully receive my order soon.
Click to expand...
Glad they sorted it for you.

Did it arrive today?
 
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