Tracking number: 15976963143794Y
I would award zero stars if that were an option. This is, without question, the poorest courier service I have used in the UK, despite regularly using multiple providers for work. I strongly advise others to avoid this company if reliability is important.
I paid £28.57 for a parcel to be delivered from London to Bristol via a next-day service. However, DPD failed to deliver the parcel and instead returned it to me (the sender) without providing any reason or explanation.
The parcel was addressed to a collection point rather than a residential address. It did not arrive the following day as expected, and the next tracking update simply stated “returning,” with no further detail. I attempted to contact customer service by phone, which proved extremely difficult. When I eventually reached an agent, they were unhelpful, offered no apology or explanation, and behaved in a manner I found to be both rude and dismissive.
The live chat service was equally disappointing. After waiting over 30 minutes, the first agent failed to respond after the initial greeting. I then had to rejoin the queue to speak to a second agent, who merely offered a refund but refused to provide written confirmation and again gave no explanation for the issue. My request for an investigation or for the depot to be contacted was declined, with the explanation that depots make independent decisions.
The parcel was collected on Tuesday, allowing sufficient time for delivery to the collection point by Saturday. Due to this failure, a scheduled work-related photo shoot this weekend has now been significantly impacted. As of Friday evening, there have been no further updates on the return, and I have no clarity on the parcel’s location or whether a refund will be processed.
Additionally, the refund request form is not readily accessible on the company’s website, forcing customers to rely on the already inadequate live chat service to obtain it.
Overall, this experience reflects a serious lack of accountability, transparency, and customer care. It is, without doubt, one of the most disappointing service experiences I have encountered.
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