Worst online purchasing experience to date.

Antonton

Antonton

Antonton

Associate
Joined
6 Jan 2011
Posts
115
Just like to say Hi to the Overclockers community - I'm a new member and what had originally drove me to register was the OCUK Customer Service forum - as I am losing the will to shop online ever again because of this epic fail on DPD's behalf.

Before you read, this is NOT to have a rant at Overclockers in ANY way. I understand myself that Overclockers is a reputable company - and the customer service they provided me so far has been exceptional.

I hope this isnt a TL;DR situation :D. Note to mods; I hope this isnt in the wrong section!

On the 30th December 2010, in order to beat the V.A.T increase, I wanted to treat myself to a new computer. I looked around and the Titan Xenomorph was easily the best option for me, with the added option of Windows 7 Home Premium, and a 1TB hard drive, which meant I had to phone in and order. However I had not chosen a specific delivery service which meant the agent assumed I wanted next day - which I had not mind. I understand it literally wouldn't come next day, but it would ASAP.

On the 4th of January, which was probbably the date it should have came, nothing. I tracked on the website and it had arrived at the local depot, TWICE. Not once but TWICE. So obviously there had been some major fails on behalf of DPD, however mistakes are made. So I rang into Overclockers and they happily refunded half the price of the delivery, which I was fairly pleased with. After ringing DPD aswell which had specifically quoted for the computer to arrive on the 5th, they had apologised and said it DEFINITELY arrive on the 5th, during the time 5pm-6pm.

On the 5th, I finished college and rushed back home to await my delivery - but nothing. So I rang in again and they said there had been a massive backlog - I made the statement that I was PROMISED and GIVEN a specific time block and argued that I had paid for NEXT DAY delivery, not some other poor service. It appeared that the agent was a little thrown back and rudely replied "well, you have paid us **** all, Overclocker's did". I did not have any sort of a comeback for a stupid statement like that, so I gave up and hoped for the best - since they prompted me that delivery would likely be on the 6th. As you can expect, nothing happened, and it is a horrible nightmare getting onto the line to get an answer from them. Its the 7th now, and I still have nothing.

As I have recently moved into a brand new house on a new road, Google maps does not actually have my address, however I have actually given to DPD my mobile phone number and DIRECT SPECIFIC instructions INSTRUCTING clearly how to get to my road... the instructions were so basic even a 5 year old could easily understand. Yet beyond my belief DPD had NOT called today and claimed that they could not find my address... this is beyond a joke now DPD.

I am now currently awaiting a customer sales team to sort it out - and I am waiting for a call from Overclockers the status. But this has been the worse experience of my life buying things online.

I would like to ask on behalf of the Overclockers community, what are my rights and am I entitled to any full refunds for delivery or compensation for failing to deliver beyond a week on next day delivery?

TL;DR DPD have failed to deliver my order within 7 days on next day delivery.

EDIT : Heres the tracking for you guys to have a little look at ¬_¬.

http://img407.imageshack.us/i/12345678q.jpg/
 
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You need to speak to the shop to ask about your delivery charge, they could perhaps get it back from DPD.

DPD as far as I'm aware use a network of couriers so while the service I've had from them has been easily the best of all the courier companies, that's no guarantee that it'd be great in every area.

OcUK are pretty good at customer service. There was a point years back when they kind of sucked, but they brought in webnotes which fixed the problem and now they have direct support on the forums which I find helps too.

I've had a monementally bad experience with one of OcUKs competitors recently, nothing to do with their couriers.

No matter who you order from they have to use one of the courier companies, and they must all have dodgy drivers/depots.
 
Well not everyone can be 100% perfect

I wouldn't blame OcUK directly and for the record when I had an issue with my delivery (citylink back then) with OcUK I received free shipment on my next order - that was before the free shipping to members :)
 
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The Halk said:
You need to speak to the shop to ask about your delivery charge, they could perhaps get it back from DPD.

DPD as far as I'm aware use a network of couriers so while the service I've had from them has been easily the best of all the courier companies, that's no guarantee that it'd be great in every area.

OcUK are pretty good at customer service. There was a point years back when they kind of sucked, but they brought in webnotes which fixed the problem and now they have direct support on the forums which I find helps too.

I've had a monementally bad experience with one of OcUKs competitors recently, nothing to do with their couriers.

No matter who you order from they have to use one of the courier companies, and they must all have dodgy drivers/depots.
Click to expand...

I must admit, OCR customer service is excellent and really helpful - however if you try to contact the DPD help service line, I can guarentee it's more difficult than finding a needle in a haystack.

Also guys I think I'm being misunderstood - at the start of my post I put "Before you read, this is NOT to have a rant at Overclockers in ANY way. I understand myself that Overclockers is a reputable company - and the customer service they provided me so far has been exceptional."

To be honest, I would goto the depot and collect it personally if they had told me I would have to wait so long, but now I don't have the time - I'm still in full time education and its examination season for A-levels :(
 
Antonton said:
To be honest, I would goto the depot and collect it personally if they had told me I would have to wait so long, but now I don't have the time - I'm still in full time education and its examination season for A-levels :(
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So look on the bright side; instead of being distracted by a shiny new computer, you can use this time to revise :p

In two years time you'll stare at your desktop computer and wonder why you were ever so bothered about it turning up a few days late :)
 
mglover070588 said:
Ignoring what happens with your order, there is still no way someone from DPD should have spoken to you like that!
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She was the worse customer service rep I've ever heard from - the rest were respectable but not helpful. The rest were not rude either :/.

Al Vallario said:
So look on the bright side; instead of being distracted by a shiny new computer, you can use this time to revise :p

In two years time you'll stare at your desktop computer and wonder why you were ever so bothered about it turning up a few days late :)
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Haha, I guess your right, but I guess its the principle behind the fact I've waited for so long ¬_¬.
 
there was massive notices on the shop and the forum before ordering saying delivery would be late did you not see them?
 
Just imagine the damage being done to it while it's been kicking around in the system.

Hope for your sake it all works out!
 
Cupra said:
there was massive notices on the shop and the forum before ordering saying delivery would be late did you not see them?
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Could you link me? Even so, is waiting till the 7th of January for NEXT DAY delivery excusable? :S


Dirk said:
Just imagine the damage being done to it while it's been kicking around in the system.

Hope for your sake it all works out!
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You serious? What are the chances of damage? And what are my rights with regards to damage during delivery process? Has there been much on the forums about products breaking under the hands of fail under DPD?
 
honestly.. all deliveries seem to be late.. :) some of my brothers orders are late by 5 days from royal mail.. just wait.. just the start of new year.. all the companies have the same problem after xmas/new year
 
If the package is obviously damaged them refuse delivery.

If it looks ok and it turns out to be damaged then let OcUK know ASAP.

It's not your fault if it arrives damaged though.
 
I ordered a blu-ray disc from Amazon and delivery was supposed to be on the 23rd of December, it finally turned up yesterday. Oh well, White Christmas will just have to wait untill next December for it's first airing.

The problem with deliveries over the last few weeks is that the snow has caused chaos with post piling ever higher each day. I'm still awaiting a few birthday presents that where ordered before Christmas and should have been here before the 3rd of January. These things happen when 1" of snow descends on England.

Kidding aside, I hope your goodies turn up soon, there's nothing worse than having to stay in all day/week in the hope that the delivery van rolls up outside your home with your order onboard.
 
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