ap33world.com

Non-delivery claimed we weren't home

Initially good communication, notified on the day of the delivery window, so I planned my day around that and waited in. Just at the end of the window, i was notified they were running late. Next thing I knew, an email and message 'Sorry we missed you'! When at the time of the purported 'delivery', I was literally eating lunch with my husband within six feet of the door. They did not knock, they did not ring the bell (and our door has a sign asking callers to ring the bell AND a sign pointing to the doorbell), no card was left. I called to complain, a lengthy process, the woman spoke to the depot and told me GPS showed he was at my address but had 'run out of cards so couldn't leave one'. So I assume he was running late, paused briefly outside the house, then drove on. The woman apologised and rearranged for the next day, but at 9am the next morning there was still no tracking info and no word on when it might arrive, so I had to call again. This time told the driver hadn't left the depot yet so that's why no tracking yet. Apparently as customers we are just supposed to be prepared to wait all day and not do any errands or leave the house for any reason, just in case DHL might decide to turn up. Eventually at 11:29am I received an email to tell me my delivery would be between 10:50 (already 40 minutes ago) and 12:50 - how helpful. I literally left the door of the porch open this time and hovered near the door the entire time until the delivery arrived. So altogether I probably wasted five hours of my life waiting for these deliveries, having to call DHL twice about the delivery etc. What a waste of time and really poor service.

Date of experience: Dec 02, 2025