Thought for the day :"The new Pirate film is a Mast Sea"
Thank you for your
response.
Summary :
Item bought from Appliances Direct (£196) for urgent next day delivery (a
de-humidifer for holiday home problem with guest arriving Friday – today for
you!!)
REF : 1550 4524 233
175 1
Item received and
with driver DANIEL with delivery slot of 1328hrs to 1428hrs
Nothing arrived – notice at 1525hrs that delivery was “missed”
In context there is only one house at the postcode
We have had
previous delivery from all courier companies including DPD in the past
Gate at premises has clear sign – “Deliveries” and name of Premises on Gate …
Call to customer services – GPS states that attempted delivery was to 7 miles
from my location
Image dpd01 - shows tracking
Image Dpd02 – location of attempted delivery – field 7 miles away
Image dpd03 –
enlarged picture of delivery area…
As the item was
apparently going back to the depot – Appliances Direct was contacted and the
problem explained.
In fairness to that
company – they said that the item could be recalled from DPD and they could
send an additional unit
which was done …
REF:1550 3686 275 955 5
Image DPD04 – tracking order for replacement unit
Item is delivered to Swansea and is on van – driver Scott
Delivery slot is 1328-1428hrs
At 1420hrs I call the call centre as I know it will take me ten minutes to get
through
At 1430hrs I am talking with your call center and stating that the item has not
arrived and can they check location of the driver (As I am aware that your vans
are on GPS location)
I am put on hold and told that they are checking with the depot – and after
this they state that the driver is behind schedule but is on route and delivery
is imminent .. I come off the phone
As I put the phone down the app shows that the item has been delivered !!! And
more that it is received by “JOHN” 1434hrs
There is a photo of a front door which is not mine – and an envelope on the
ground – not my package ..
This photo is no longer on any source that I can access and I would like it
sent to me …
I contacted the call center immediately and strangely got through within five
minutes – thus your driver should have been in the immediate area.
Your center
operative tells me that they checked the location of the delivery and found it
to be 6.3 miles from my location ( I had to push hard for this information)
Refused to give me the location of the delivery ( apparently against policy)
Refused / Failed to contact the driver to collect and replace
Refused to escalate to any form of supervisory staff member
Offered Management Call Back which I ask for as I wished to make a formal
complaint (No call back has occurred)
I have therefore established that DPD accept that the delivery has not been
made to my address
However – Appliances Direct who I believe have also raised issues will not
refund – leaving me with substantial loss of income this weekend £350 booking
fees as I have to cancel customers, until DPD complete an internal enquiry
which will take 6 days !! Another week’s loss of income
I have been unable to get any information from your call center – you do not
allow access to depot phone numbers
You have not given any return calls and I am losing the will to live waiting
for answers at your call centers
Appliances Direct
advised me that they had spoken to the DPD and were advised that the driver was
returning to collect the item on 14th Feb and it would be delivered
by 8pm
Later I was advised that the item was to be delivered to me on 15th
February
Call to Call center
tells me that the original tracking number is the only one available and that
the item would not have a new tracking number for me to see which suggests to
me that it is not in your system – otherwise I would expect the tracking to
show – Return to Depot – out for delivery etc
In addition – after the problems on the first occasion I downloaded your DPD
APP as this would suggest that it could avoid the problems experienced on the
previous day.
I have had previous issues with your database not correctly identifying my
postcode – instead calling it by a previous name from years ago – “Bluebell
Cottage” rather than the Existing “Ffynnon Wen”
However – as this item had been purchased by my wife with her e-mail details (susie@pigsmayfly.co.uk) I
downloaded a new version on her mobile phone and completed all sections,.
I am not sure
whether you can access the details on this app (please advise) but your call
center operative said that the driver could access the details on the app so I
presume you are able..
I completed all sections on the app – including uploading the picture of the
front of the house ( apparently to assist the driver) and also details of my
safe place and photo of access to this area.
As I had a lack of
confidence in your driver’s capabilities or wish to deliver in this area I also
added the local post office as an alternative area so that a delivery could be
made if they failed to find us.. It is 4.5 miles away and I was willing
to go and fetch it – it was that important to a small business like mine !!
Despite this app – the information – the mobile phone number and the home number on the parcel details and app, photographs and alternative drop off location – the item was “Apparently” received by “John” at a location no-one will advise me – I would happily go and collect it if your driver had indeed delivered!!
All in all this s very unsatisfactory…
Yesterday your call center advised me that the driver had been sent back to
collect the item and that it would be delivered to me
Why is no-one
taking any interest or keeping a customer in the loop
I hope this assists in your investigation into my complaint
Copy to Appliances Direct Order Query 45237813
Copy to Sue Sewell
No comments:
Post a Comment