DPD Delivery Problem

malccy

malccy

malccy

Associate
Joined
25 Mar 2005
Posts
2,449
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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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.
 
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.
 
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.
 
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....
 
Thank you freddie64 for linked pdf.

Update: Royal Mail Tracking site just updated with information stating delivery will be on Friday 27th.

Does anyone know if I will be updated personally with results from the Overclockers/DPD investigation? I would like to know if the driver did actually make a mistake, signed off the parcel himself with 'MAL' or if someone at a different address signed 'MAL' and received the parcel. The DPD representative who spoke to me on the day of the false delivery said that as no photo was taken of the delivery, there is just some kind of mistake been made.
 
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I did initially try to choose a drop-ff point at a nearby Post Office rather than to my home address but found that the 'Free shipping to forum members' was not offered if that was selected. I have mentioned this to Overclockers on the phone and was told that there had been problems with it in the past. Not only that, but I do not think this DPD delivery problem was caused by my address being a problem but think more a mistake on the part of the driver on this occasion. The driver should not have made a mistake in giving my parcel to someone else if that is what has happened, nor not taken photographic evidence of the delivery or had it signed 'MAL' by an unknown person.

I will though SpellerHouse, in the future choose a drop-off point for a DPD delivery and pay the extra cost rather than risking something like this happening again.
 
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Update:

Received notifications from Royal Mails Tracking application that my parcel would be delivered on Saturday - but it did not. I phoned Royal Mail customer service this morning to find out what was actually happening. They appeared confused as to why it was not actually delivered on the Saturday and put a complaint in place.

I then shortly after received an email to say to collect my parcel from my designated local pickup point. After struggling to the post office, I found that nothing had actually been delivered. I get back home and call the Royal Mail customer service again, and after waiting in a long queue to speak to a call operator I get told that although it says it has been delivered in the app and email it possibly hasn't, and that I should go back again to the post office again as late in the day as I can.

Update 2:

After getting little help from Royal Mail customer service, I decided today to visit the local mail sorting office, and they managed to locate the parcel to a little post office at the end of town. The parcel I was told was mistakenly delivered there on 30th December. Unfortunately, the post office in question is closed until the 2nd January - just hope they hold it there rather than putting it back in the mailing system.
 
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Update 2nd Jan 2025: The parcel has from what I can gather been collected from the Post Office where the parcel was incorrectly delivered to and it now somewhere, some place else...in transit by Royal Mail.

I have spoken to Royal Mail on the phone and have received my second Royal Mail complaint reference number (the first was being told it was out for delivery on Saturday before Christmas, which it wasn't). The call operator agreed that it has been a bit of a nightmare and delivering the parcel to the wrong Post Office and informing me to collect it (from my actual assigned Post Office, rather that the wrongly delivered to Post Office was a mistake). The Post Office where it was wrongly delivered to has been closed during New Year but have managed to send it out and back into the Post Office delivery system. From the DPD disaster to this - quite an annoyance.
 
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Update: Have located the parcel. I telephoned the Post Office where i'd been told it had mistakenly been delivered to, and they actually still had it. Thanks again for all inputs and replies. Overclockers have been excellent throughout - the mistakes were made by first DPD and then Royal Mail.

I can only presume that during this busy festive period, I was just unlucky.
 
I have the parcel in hand. I've realised that if I had not gone to the local Royal Mail sorting office or telephoned the post office where the parcel had mistakenly been delivered to, I would never have discovered where the parcel had actually gone to or got hold of it myself. It does not matter how good the tracking app is if the parcel is delivered to the wrong location and the app is not updated.
 
Update (again, sorry).

A neighbour out of the blue has come to my flat today with the original DPD parcel. He has told me that he noticed the parcel sitting under a pile of other parcels/post for the last few days and today noticed it had my name on it. I'm still not sure why it was delivered there or if it was actually signed for but without opening the DPD parcel I have contacted Overclockers, got a Royal Mail QR code for returning the items and have sent them back.

I'd like to thank Overclockers for sending me out the items again after the original parcel was delivered incorrectly/lost. It is this kind of customer support that has kept me buying from Overclockers for over twenty years.
 
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