On Thursday 14th of Feb I booked a collection via ebay for Friday 15th Feb. At 8.am on the 15th i receive a text telling me parcel to be collected between 1.06 and 2.06pm. I leave work early and arrive home at 12.45pm. By 14.20 there was no sign of the driver. So i call you Customer service centre who direct me to speak to my local depot. 1st call made to depot at apprx 14.25. Lady I spoke to tells me driver had been to my house at 13.16 (lie) and that the parcel wasn't ready. I tell her no one has been here and if they had and I had missed their knock ( impossible as I have a dog who barks the place down whenever anyone knocks on the door) why had they not left a card? The lady says hold on I'll check the Sat nav, comes back to the phone and tells me driver will return before 4pm to collect the parcel. I'm left to assume Sat nav proved driver had not attended my address. At 15.50 no sign of the driver, I call depot again, lady puts me on hold to contact the driver. 5 minutes later she come back and tells me that the driver is on his way to me and should be there in 5 minutes. At 16.30 no sign of the driver. Call depot again and speak to a gentleman who puts me on hold to contact the driver. About 7 minutes later he comes on the phone to tell me he has called the driver 4 times but he wasn't picking up. He tells me that he has sent a message to the drivers scanner asking him to call the depot. He took my number and promised to call me back as soon as the driver gets in touch, at 5pm (I am conscious they'll be closing soon) no call back so I call the depot again ( i am extremely frustrated and fuming by now) and speak to a lady. She asks me to hold on whilst she contacts the driver, leaves me on hold for about 10 minutes before coming back to tell me she can't get hold of him. I asks her what am I to do now, my buyer is expecting a collection today. She tells me to hold on again, 5 or so minutes later she comes back and tells me she still can't get hold of the driver but she has managed to find another driver who lives near me who will pick my parcel up on his way home and book it in to the system the following day. I tell her this is fine as I am completely fed up and drained. 5 minutes later a get a call from a gentleman who promised to be with me as soon as possible to collect my parcel. He rings me again to tell me he is almost there and once more when he gets outside my house. I give my parcel to this gentleman but he is unable to scan it or give me a receipt as he is off duty. I am gratefulr to the lady for trying her utmost to clean up this mess created by your unprofessional driver who lied and then went awol, and to the other driver for going out of his way to collect my parcel. Although my parcel was picked up eventually, I was not able to relax until I knew for sure it had been booked in and tracking showing it is on its way to my buyer. Whilst the lady and Gentleman were able to 'save the day' in the end , this situation should not have happened in the first place had your driver simply picked up my parcel as scheduled. The entire experience , bar the end, has left an extremely unpleasant taste in my mouth and I very much doubt I will be using DHL for any collections again in the future. This was the complaint I sent to DHL in Feb, and for which I have received no response, despite several emails and phone calls. If the role of DHL 'Customer care' team is to frustrate the complainant so much so that they end up throwing in the towel, then they have well and truly succeeded. I give up!