Home delivery network - I just want my parcel!

gibby

they are really bad for business owners too
one of the firms I work with signed up with DHL before xmas

the problems are not over with parcels sent the end of Novemeber and we can't get them back, customers have been totally annoyed to death & its cost us a fortune to put right

the worst issue is the 08 number system as both customers & us couldnt get through to anyone who could help.
Often we were pomised it would be done next day but ont he 50 odd issues 45 have not been resolved
I felt really sorry for our telephone staff as they really got some grief from customers.

The DHL & HDN staff told us how bad it was. they closed the telephone lines on purpose as they couldnt handle the calls. The local drivers told us they lost alot of contracts with the issues over xmas.

HDN has now been sold so is not part of DHL anymore but the issues are just as bad & they work from the same depots.

What I would suggest when ordering is to ask the firm who they use, ask for a non 08 number if there is an issue.

the daft thing is DHL/HDN are expensive for a business to use anyway & they are charged more than the delivery cost a customer pays

G

babymoo

Never had a problem myself, I ordered something for my DB for his birthday and less than 48 hours later it arrived in perfect condition. Can't fault them at all. They knocked on the door and rung the door bell twice before I heard them but they were persistant in getting me and was a really nice bloke when I got to the door.

melsie_2

I placed an order with Amazon on 3rd February.

I kept a close eye on the online tracking and I arranged to take a day annual leave from work Monday 8th February to wait at home for the delivery. Around 10.30 am the parcel was 'Out for Delivery' I didn't leave the house all day but there was no delivery! I checked the online tracking the following day and it was marked as 'Incorrect Address' I checked and the address they have is correct, no other deliver service or any visitors have ever had a problem finding my address.

On Tuesday 9th they re-attempted delivery at my correct address, however I was back in work so missed it.

On Wednesday 10th I contacted HDNL, I was told that re-delivery could be arranged for Friday 12th so yet again I took a day annual leave to wait in for the parcel and yet again no sign of delivery!

I contacted HDNL again yesterday to be told they didn't deliver on Friday because they had already made 3 attempts (Mon 8th, Tues 9th and Wed 10th) and now if I want my parcel I shall yet again have to take time off work and visit their depot to collect it myself. When I called on Wednesday they never told me any of this, I was told it would be no problem at all to arrange delivery on Friday.

I now have to take more time off work....if my boss will allow, me to go collect this parcel within the next week. So in all it will be 2 and a half days of annual leave I have used up all for a pair of boots!

Raging!!! :mad:

Definitely won't be ordering anything from Amazon again and have wrote them a very strongly worded email telling them so!

philbostavros

The difference between good and bad customer experience:

Good - ordered huge wooden kitchen worktops from Cornwall - delivered to Kent - courier company driver rang when he was a hour away. Perfect.

Bad - City Link supposed to deliver blinds on 11th Feb - failed due to heavy snow (fair enough). Rang to chase and told they wouldn't be delivered until Monday 15th due to backlog. Pleaded for Saturday delivery as I had arranged for blind fitter. Told that this would not be possible. Went out shopping and you guessed it - "sorry you were out" card from City Link! Finally delivered very late Monday night. (They do not seem able or willing to contact their drivers to get an estimated time).

Only problem was, only half of my blinds have turned up! Not the courier's fault but the supplier (see my other post onBlindsUK.net).

Helpinghand_2

gibby wrote: »

they are really bad for business owners too
one of the firms I work with signed up with DHL before xmas

the problems are not over with parcels sent the end of Novemeber and we can't get them back, customers have been totally annoyed to death & its cost us a fortune to put right

the worst issue is the 08 number system as both customers & us couldnt get through to anyone who could help.
Often we were pomised it would be done next day but ont he 50 odd issues 45 have not been resolved
I felt really sorry for our telephone staff as they really got some grief from customers.

The DHL & HDN staff told us how bad it was. they closed the telephone lines on purpose as they couldnt handle the calls. The local drivers told us they lost alot of contracts with the issues over xmas.

HDN has now been sold so is not part of DHL anymore but the issues are just as bad & they work from the same depots.

What I would suggest when ordering is to ask the firm who they use, ask for a non 08 number if there is an issue.

the daft thing is DHL/HDN are expensive for a business to use anyway & they are charged more than the delivery cost a customer pays

G

I'd suggest you do your homework , firstly HDN has not been sold at all, secondly HDN (lets not even talk about who actually owns HDNL ) are aquiring DHL's uk wing which has not happened yet. When it does, both companies will still operate and run seperatly as they are for the forseeable.

DHL have there own network of depots, sort centres and workforce and delivery drivers so we do not work from the same depots at all !

May I ask where you get this false information from ?

clarab_3

Not strictly connected folks, but does anyone know what the delivery hours for HDN are please?

I ordered something for Nominated day delivery today and the tracking does show it was put out on a van first thing this morning but I'm still waiting. My local delivery drivers are normally very pleasant and know i work from home so shouldnt be a problem on that front.

I dont have massive plans for the evening, but I am going into hospital tomorrow hence paid the extra for todays delivery, getting nervous now.

custardy

still a couple of hours i would say
though its worth phoning the depot now before the office staff go

clarab_3

custardy wrote: »

still a couple of hours i would say
though its worth phoning the depot now before the office staff go

thanks - I will give it a go.

clarab_3

it's back at the depot - the driver "couldnt gain access"

My !!!!. Ive sat inside all day wasting a days holiday.

custardy

clarab wrote: »

it's back at the depot - the driver "couldnt gain access"

My !!!!. Ive sat inside all day wasting a days holiday.

is it a tenement stair?