“Since the beginning of October 2020 this company has lead me on one of the most frustrating, elongated and hellish customer experiences I have ever found my self in. Their customer service platforms filled with people who just process complaints and you may as well be speaking with an automated service as they just follow the script, leaving you to repeat over and over again as you are passed from customer service rep to rep. We are in Jan 2021 and I still don't have my packages, a full refund or any clear answers to what is going on. The best I was offered is an empty apology and a £10 credit. I'm at the point now, where I just want my packages back and can close this most horrible experience behind me. Never again will I use this company, save yourselves and stay clear.
So I contacted the online support, again, and was passed around between multiple reps. Some abruptly left the chat in the middle of discussions, in which case I was passed to someone new whom I had to repeat and explain the ordeal over again. It seems my packages have been lost a 3rd time and now I need to provide evidence that I did not receive them, not sure how that works. It's not like I have anything better to do, let's say a full time job and family, than endlessly speak with you lot.
Update 20th Jan 2021: I have been told that my packages are lost due to the nature of the business. I was asked to provide proof of purchase and value of the items. I cannot provide this as these packages are monitors from my work place. Apparently there is nothing DPD local online can do if I cannot provide these documents. So in the end I am out of pocket on the delivery as well as the monitors which I need to reimburse my company for. Thanks dpdlocal truly you are the worst amongst the worst.”
“At the Depot they put the wrong address label on my parcel for Poland. DPD admitted their mistake and promised to sort it out, which they didn’t. I have spoken to several people who didn’t help at all, then a case was opened, this was closed without telling me. When I asked why I had heard nothing I was told several different stories, then a second case was opened. Bearing in mind DPD admitted it was their fault, I put in a claim, all they keep asking for is details and photos that I am unable to give them. So it looks as if the Christmas presents I sent and all my money has gone down the drain and I will not be reimbursed.
I think perhaps their Chief Executive should know exactly how customers are treated. To say I am disappointed is an understatement and unfortunately I would not be able to recommend them, as they really don’t seem to care for their customers and customer service seems non existent.”
“Driver ignoring important request.
We have regular deliveries from this company for our Amazon purchases. We have a notice on our front door asking delivery drivers to not ring the doorbell butto place parcels in the box provided next to the front door. We are protected by cctv and our property is gated. One particular driver ignores the notice and rings the doorbell and leaves the parcels in the open. The reason for our request is our bedbound disabled daughter is in the room at the front of our bungalow next to the front door. She is epileptic and the ringing or knocking of the door triggers seizures. She is very unwell. Most delivery personnel respect this request but one driver does not and this has caused illness in our daughter. DPD have been given the parcel numbers and details of the driver in order for them to ensure this does not happen again. This is a true and accurate review and we would like DPD to endure this never happens again.”
“I ordered a consignment from a seller on 24 hour delivery, due for arrival on 8th January 2021, between 1200 and 1300. The time slot came and went. At 1900 the tracking still shows delivery at the same time slot. I tried calling the local depot which had my consignment this morning and was rudely hung up on before I could speak. I then sent an email via the DPD app, which came back undeliverable, so absolutely no chance to try to arrange redelivery and find out what went wrong. Weekend deliveries carry a premium, so I guess my time critical consignment will not arrive some time next week. I have emailed the CEO’s office, but I doubt this will have any effect. All in all a very dissatisfactory customer experience.”
“My parcel was not picked up from a drop off shop for 3 days. No one in customer services was able to locate it despite the 2 references numbers. Everyone I contacted said they could not help and referred me and just passed the buck. I’ve deleted my app.”
“Absolutely shocking. I own a business and have used many different couriers in my time. Sent 9 parcels, all of them were not collected for ten days because ‘they didn’t have enough room in the van’ which led to customer complaints. Eventually when they were collected after several time’s of contacting them, 2 of them worth £100 went completely missing, and one of them was stuck in a cage for another additional week and eventually sent back to me! I’ve been refused a refund even though they failed to provide a service and they have caused me to lose out on so much money. Was in the process of setting up a business account with DPD (hence why using the DPD local in the mean time) but am no longer proceeding with this. Little did I know that DPD and DPD local are two different companies (DPD local is actually parcel force), no one tells you this and I originally went on the DPD website that diverted me to this horrific company. For the sake of refunding 9 shipping charges, and after how much upset they’ve caused, you’d think they’d just get on with it! AVOID.”
“I used to opt for DPD as a preference
but now I actively avoid companies who use them. 2 parcels last week, both containing close to £200 of goods. I updated my safe place as I was at work. First parcel - notified on app that it was delivered to my safe place, I checked the photo and it was in fact on my door step in plain view so I had to leave work to drive home and rectify. I notified DPD who just don’t care.
Second parcel - this time I was notified that it had been handed to recipient and there was a close up photo on a piece of cardboard. Odd really as I was 10 miles away. This was 1pm. Checked my CCTV and once again it’s on the door step not in my safe place. I called DPD who assured my the driver was going to return to resolve, I’ve heard this lie many times and never has the driver returned. Sure enough 4 hours later it’s still there. I called again this time to be told I’m not DPDs customer so speak to the company I ordered from as they are DPDs customer. At 7pm I got home and retrieved the parcel myself, 3 days later still no sign of the returning driver.
The very minimum expectation from a courier is that they deliver your goods as requested but this service is awful, if drivers are not going to use the safe place notifications then it shouldn’t be an option, and DPD themselves couldn’t care less. They will just lie to you to get you off the phone with zero consequence.”
“2 "Lost Packages"
I work with DPD Local for years, and so far never had a single issue. However within one month, I gost 2 lost packages, which one of them is still being "investigated" (which we know how it´s gonna to end).
I send a package (DPD4198325) with 4Kg(!!!!), big size, easy to identify as is full of red tape, from London UK to Portugal. After some time of being in the deposit, I´ve asked them what was the reason of the delay and it started the red flag. They said that weren´t sure where it was or even if it left UK (wow).
The package was sent without insurance and package value was marked with £250.
However I missed to count some of the items which Value was worth it of £600.
I´m not even counting the fustration/desperation it caused me, the ammount of work and customers I´ve lost from it. The loss of loosing that package is priceless.
After almost 2 months of headaches and lost time contacting them, they said that the package was "lost".
They request all the invoices of the content, with dates and receipient, and all the items were the same type (which obviously I couldn´t fake).
After few time they said that they could only refund £50 (which if they knew this in advance, why asking for all the invoices of items, making me search and print everything to provide the "standard" refund?
Is a fact I could select insurance, but 3 things made me not selecting it,
- I was working with them for years without any problems (I used to use insurance before)
- The terms & conditions of the insurance almost don´t cover anything, even personal belongings?? It seems insurance was only made to cover themselves
- I assumed they were a reliable company.
The people I spoke with were all nice to speak with, but none will help you out in nothing, make no mistake!
I even got someone saying "you should select the protection when booking", that is correct, which I answered "you may be right, but I didn´t select "disappear package" option either".
I can see now from other user feedbacks that this is a common practice, which makes me wonder that working there must be a dream job making disappear non insured packages and even receiving a salary in the end of the month.
For them, as a company, it´s better to lose a regular customer throwing him a £50 bone, then stoping to make disappear packages.
I hope this experience will get to you that is thinking to use this company "magic tricks services".
I´m genuinely thinking to apply to work there, as it´s amazing to be rewarded monthly making packages vanishing without consequences.
My last hope is that the second package will not get the same result as this one, but as I can see from other experiences, this one will end in a Circus Show also.”
“I was suppose to receive a parcel on saturated, waited whole day, nothing arrived. Then I was told it was delivered somewhere in Peterborough by mistake and my parcel should be delivered on Monday.....then Tuesday.....then Wednesday.....I had a text message saying it’ll be here today between 1 and 2. No deliver. They’re 5 days late on a next day delivery, for which I had to pay extra”
“My most recent experience...
After many bad experiences this one will be my last.
We contacted customer services multiple times over the course of 2 days as the driver kept going to the wrong location. After 2 failed deliveries (driver went to a completely different postcode to the one on the shipping label), I contacted customer support to make a complaint and escalate. DPD said they would not escalate as it wasn't an issue, I could never continue working with a company with such little regard for its customers and no willingness to identify mistakes made and improve.”
“WARNING: DO NOT TAKE INSURANCE. it is a total scam. After the item is sent hey will contact you and direct you to a prohibited items list. The list contains every item you could possibly send. It even states that documents are a prohibited item. Watches, cameras, clothing, clocks, personal belongings!, posters, shoes, stamps. Really the list is endless and covers pretty much anything you might be sending. It is a total scam. I have contacted the ombudsman and I ask all of you who have been cheated to do the same.”
“If I could give them no stars, I would.
Awful customer service, can only talk to people online. Although they have a number on their website, it is for DPD and there seems to be no communication between DPD and DPD local.
DPD local lost a package of mine that I insured for £500 over two months ago and I have still received no refund. All of the documentation has been sent, yet they are still asking for more (just the same stuff again). Completely ridiculous and unacceptable.”
“I didn't realise DPD local online is just posing as DPD. I wanted to use DPD as they are a reputable big company and now I've been scammed by DPD local online! They lost my next day delivery and decided after I've complained for 5 weeks to offer me a fraction of what my parcel is worth. I wish I knew they wasn't DPD, my son is 11 months old now and missed out on a month of his soft play equipment. 1 star, it's not possible to rate any lower.”
“Lost my brothers package, 3 months and they are still only replying that I should contact this that and the other. The package was signed by a surname - delivered.
Do not use them they are not dpd”
“Never ever use this company for transporting goods!!!
How difficult is to move something from Wales to England?
This company, damaged my parcel and then destroyed it! They only refunded the transportation costs, I lost £25.00!
You can never talk with a real person, it's only live chat on-line, if your lucky! I pointed out 4 areas of concern, they weren't a bit interested to look into them. This company needs exposing to the government and for it to loose it's operating licence!
I rated this the worst company I have ever had the miss pleasure to use in my life!”
“Extremely bad customer service - stay away from them!!!!!
I had my parcel booked to be collected. They sent me an email with their one-hour collection window fro Friday. I arranged my colleague to be there at my address to assist the collection during the 1 hour window. My colleague was there on time. Suddenly I received another email saying - "Sorry you were unavailable." They simply took my door picture and left. No effort was made to get the parcel collected.
Called immediately the customer service - they advised me that they can rearrange it to collect on Monday. It was a very urgent collection, about which I already informed to my customer. I though if that can be collected only on Friday would be great!
I thought, if I escalate, it may be quicker. I made a complain. I got a an email from the complains department - "my colleague will be in touch with you to get this done." Not heard anything from anyone, and no collection on Friday. My customer was not happy.
In my "sorry you were unavailable" emailI there was an option to "Rearrange Date". But when clicked, there was no option do that. I then called the same customer service number on Sunday, the representative said we can't do anything, you need to call the local department.
I then called the local department, the call was answered, but without knowing the details, they put me through to another department even though the another department was closed. I again called the local department back again in numerous times immediately after my first call, they never answered my calls.”
“What a joke of a delivery driver! He turns up, looks in the back of the van, gets back in his van, looks me in the eye and updates the order to "sorry we missed you" with a picture uploaded of a blank screen.
Only way to talk to someone about the order is their online chat who are also useless”
“I wish I could give them zero stars. Absolutely appalled. I paid for next day delivery to have some baked goods sent to a customer so that they would get them as fresh as possible. The parcel was delayed and the guarantee said it would be delivered by the close of business on 3rd June. It did not get delivered until 5th June. When I rang DPD Local on the 4th, they told me it was because the parcel was misdirected. That is NOT my problem. They then claimed that I did not purchase guaranteed next day delivery. They have misleading information on their website and do this to charge you more for a substandard service.
The baked goods were not fresh, so not only have I wasted product, I'm out of pocket for the product and the delivery. To add insult to injury, the box was battered when it got to my customer.
They claim that food is on the prohibited list but they have added ridiculous items to the list that have catch all terms like 'fragile items', ‘clothes’, ‘documents’ etc to absolve themselves of any responsibility. I had to beg for them to give me a refund and even then they refunded me a tiny portion as a 'goodwill'. Even with that, they said they would add it to my prepay account as if I would ever risk using DPD Local again. I put my foot down and asked for the refund to the account I used to pay for it (Paypal) and eventually they agreed. All that hassle for practically zero payoff.
If you are a small business, DO NOT USE DPD. Especially if you are new and still trying to build up a loyal customer base. This will harm your business.”
“Failed to deliver a next day delivery parcel. Asked for it back after the parcel sitting at the depot for 1 week and ended up with a damaged parcel.
Don't bother to complain, their answer will be " it's not the driver's fault, they are pushed for time."”
