“They said my new phone would be with me in two days. That was three days ago and to the best of my knowledge it has not yet been received by the carriers, DPD. Getting concerned.”
“Hello.
Unfortunately, DPD did not deliver my 'phone.
I forgot to put the school name at the top of the delivery address and this was not spotted before it was sent out.
I had a message today from DPD saying 'We missed you' and a photo of the address label without the school name on it.
I have e-mailed you via my order details and contacted via your WhatsApp.
Although DPD were willing to take your direction on this, your WhatsApp answer tells me your only option is to ask them to return the 'phone, refund me and then accept a new order.
If this rather convoluted process is really necessary, how will you ensure that the 'phone I orderd is still available for me and not suddenly sold out as happened on a previous occasion?
I work in a customer care and mail order environment myself, dealing with goods that can cost into thousands of pounds. Whilst understanding security is an important aspect of the process, we would not have put a customer through a frustrating and aggravating waste of time and energy when we could run security checks on the situation.
If a customer had ordered something from us and the delivery address looked incomplete, especially after entering the postcode and finding 38 addresses with it, we would have contacted the customer to check. People make mistakes all the time. We are not perfect. Your customers are your wages and reputation, so look after them.
Please reply.”
“Clearly a phone with a faulty keyboard. Unable to use letter p or numeral 0. Probably why the phone was sold on. A waste of £164.99 on a phone purported to be excellent.”
