I booked a large-parcel pickup and was given a “time slot” of 08:00–18:00 — i.e., the entire day. On the day, when they were supposedly going to narrow it down, they changed it to 18:20–19:20 (after hours). I tried contacting them but only got automated responses. I cancelled my plans and waited in the office because this was a time-sensitive return that needed to go back on time for a full refund.
At around 19:30 I called again; the automated system then said pickup would be by 20:00, so I waited another half hour. Nothing. I called again and was told the parcel wouldn’t be collected and they’d “try again tomorrow.”
The next day, I tried to find a number to speak to a human. The phone number on their website is automated. The WhatsApp contact is also automated and promises a callback that never comes. The only way I managed to speak to a real person was via a different number I found listed on Companies House — after waiting ~15 minutes.
When I finally got through, the first agent said there was no scheduled pickup in the system and that they’d call the depot and I’d hear back within an hour. I didn’t. I called again and a second agent said the system showed it was “already picked up.” It wasn’t. They again said they’d contact the depot and it should be collected that day. When I asked about getting a collection time slot on the day (as promised), they said that isn’t possible. By midday there was still no update and no confidence it would be collected at all.
In the end, I called yet again, got the depot address, and paid for an Uber to drop the parcel off myself. There was no acknowledgement, no compensation, and no apology. It’s depressing that a giant like DHL — like a handful of peers — can effectively dominate the industry and still deliver service this poor. Avoid.
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