Home delivery network - I just want my parcel!

DanielJ_2

Yes, I ordered the package from RI because of the free express delivary. Next day delivary. I knew because it was late that I would not get it 'next day' but because it was a prenium rate service it should of come on the Saturday. The tracker says it was delivered on Saturday at 16:40. So what are you guys saying? Give it a wait untill tommorow?

Wkdwill

DH worked for HDN (through an agency) running up to christmas last year in all that bad snow.

He was thrown straight in at the deep end, not told anything, he got probably around 70 drops to do over 3 different postcode areas a day, they weren't sorted into order, he just tried to do them in as close to each other as he could, not knowing the area made it difficult, he said he would never work for them again.

Ive also had problems with waiting for parcels from HDN, although mine have always been due to not being delivered in the correct time/day slot.

*gem*

Don't worry. My HDN driver left my £150 New Look order on my front garden in full view of the road etc. I got home to find a card through my door but no items to be found anywhere! Rang them and all they said was so long as it's left on the premises, then that's fine. They told me NL can claim for a lost parcel. Now I have to wait 10 days for a refund.

custardy

*gem* wrote: »

Don't worry. My HDN driver left my £150 New Look order on my front garden in full view of the road etc. I got home to find a card through my door but no items to be found anywhere! Rang them and all they said was so long as it's left on the premises, then that's fine. They told me NL can claim for a lost parcel. Now I have to wait 10 days for a refund.

if thats the instruction of the contract with New Look,then thats correct

Forris

DanielJ wrote: »

Ive got a problem. I ordered some clothes from River Island and they deliver using HDNL. I got it on express delivary cos I needed it for...last night. I bought it on Thursday about 10pm so saturday was more then reasonable. On the tracking page, it says it has been left in a secure location at the front of the property, but it isnt there. I have asked my neighbours and they hadnt had it at their houses. I checked to across the road to see if the driver went to #8 there instead of here, and none have seen it. What are my rights in this case? I will be phoning HDNL tommorow before work (conicidentally...for River island) and as much as i want to go in guns blazing I dont think it is the best approach.

I realise this advice will be a little late, but in cases where the delivery is disputed you should call the retailer (you are their customer) not the courier (the retailer is their customer) and let the retailer do all the work. Also, this helps the retailer to highlight any ongoing issues with their delivery partners. If you only speak to the courier company, then the retailer will have no idea that there is a problem. It is the retailer that has a contract with you to deliver the items, not the courier.

DanielJ_2

Hi Forris! Thankyou for that. I contacted HDNL first on monday morning, then contacted River Island. I was given a full refun on wednesday and it has gone back into my bank account. I do want to re-order the order but I am kinda weary about doing so now because of what I had before.

Littlegreelady

I have to say am really not impressed with my one and only experience of using Home Delivery Network but am almost relieved to see I'm not the only one, so at least it's not just me.

Basically I ordered a product online on Monday night (last week), to be delivered the next day. Now it turned out that a signature was required - had I known that, I wouldn't have put in my home address for delivery (although as it turns out, it wouldn't have mattered what address I put in) but anyway. I admit that wasn't anything to do with HDLN, but it didn't help. Since the delivery times were 7-7 I was secretly hoping that it would come early or late, but no, I returned home on Tuesday to discover they had tried to deliver but no one home. For some reason they hadn't seen fit to try my neighbour's, as they were both in and happily take parcels for us.

I had a look on their website and the depot was about 40 minutes away from me. The opening hours are 9-6 monday to friday. Since I work monday to friday 9-5 and I can't get to the depot on public transport before 6, that wasn't an option. I phoned them up and asked if they could deliver to my work adress. Firstly I was told they don't give delivery slots, nor can they guarantee delivery times. SO they could deliver to my office at 7am. Hmmmm. Secondly, they will only deliver to a ground floor location. My office is on the second floor of an office block with no one on the ground floor, not even a central reception area. In an attempt to be helpful, I suggested that if the driver contacts me to say he's downstairs, I will pop in the lift and go down to meet him. Drivers don't have mobiles and it's company policy not to call people. I suggested maybe someone else could call to tell me the driver is on their way and I could wait downstairs. Again, not at option.

At this point I was rather stumped. The only other addresses I could give were my grandparents, but they live on the second floor and judging by HDLN's attitude, wouldn't appreciate having to drive inside a gated area and buzz for their flat, nor wait for them to come downstairs. I could give my mum's work address but it;s a school and so only open part of their delivery hours.

What about a Saturday I thought? No.... they only deliver MOnday to Friday. At this point I was depsairing of ever getting my parcel. I really resented the fact that they seemed to expect me to take a day off work to do nothing but wait for them to deliver. I could potentially be stuck at home for 12 hours!! Hardly a nice prospect. Also I have to give aweeks notice for time off. I did suggest if they could give me a morning or afternoon slot, I could book a half day, but again nothing.

In the end I had to beg a friend who works near the depot to drive over in her lunch break to go and pick it up. Otherwise I never would have got my parcel! I can't believe a delivery courier could be so obstructive. We often use delivery companies at work and have never had any issues. I order off the web all the time and have never had this issue. I take back everything I ever said about Royal Mail - and at least their depot is round the corner from me!!!! I am drafted a letter of complain to them but seriously doubt it will do any good. Still, made me feel better!

waqqasbasit

NEVER NEVER USE THEM! They loose man size parcels and then lie to you for weeks and weeks: Read below

Using parcels2go website you can book with hdnl but their standard insurance cover is upto £50 so if they loose or nick a parcel you only get less than £50! What a scam. Read below:

Please wait for a site operator to respond.
You are now chatting with 'xxxxx'
Sxxxx: Welcome to Parcel2go.com online. How may I help you today please?
Waqas: Any update on the parcel 80t304099084a076 ?
Waqas: ??
Sxxxx: Can you give me a minute or two to look into this for you?
Waqas: yes
Sxxxx: HDNL have advsied -Good afternoon this parcel has been damaged - please advise if delivery should stillproceed. Regards Liz
Waqas: these words are from last week and i suggested that the parcel is hard to get damaged and it could be the box only.
Waqas: i was asked by you people the same thing and in answer i said that YES we want it delivered to the customer
Waqas: we were told that in any case it will be with the customer today
Waqas: we were confirmed that it has been rebooked for delivery to the customer
Sxxxx: I do apologize i will get this delivered asap
Waqas: please try to understand .. i don't require any apologies i have been urging for days now for it to be delivered and nothign has been done
Waqas: the customer is waiting since a long time now ...
Waqas: She is in for delivery today all day and have asked me again that nothign came in even today
Waqas: the customer has been in on quite a few occasions just for something which was suppose to be delviered
Sxxxx: I can understand Waqas i will email the depot now and get this deliverd asap
Waqas: please can you read the above lines
Waqas: ok
Waqas: if you have got their number i can give them a call
Sxxxx: Im sorry i dont have numbers for the depots
Waqas: ok
Waqas: i am copying and pasting all this conversation online as feedbacks
Waqas: we deal with 10 different coureirs and this time it has been an abuse for me and for the customer
Waqas: home delivery network should be called Joke delivery network
Sxxxx: Thats fine eveyone is entitled to there Opinion as advised i will get this delivered asap im sorry you have been told this before.
Waqas: i know it's not your fault but i am copying and pasting this where so ever i can for people to see.
Waqas: can you adivse when will the customer get the parcel? so i can tell her once again ....
Sxxxx: I will do my best to get this delivered Tomorrow
Waqas: She called hdnl and was told that the parcel is delivered back to us and is not with them any more
Waqas: and they are telling you that it's with them
Waqas: Tomorrow?
Sxxxx: Yes
Waqas: ok
Sxxxx: Is there anything else I can help you with?
Waqas: no there is nothing else Sxxxx .. it is just one thing which needs sorting out since long time now.

Then when i get up next day we have an email:

Good Evening.

We have received the following information from the courier,

Reference: P2G4099084 Good morning, please accept our sincere apologies as this parcel has been unble to locate for re-delivery. If located we will issue for delivery and update you accordingly. many thanks. heidi Thank You for your enquiry. The Home Delivery Network Customer Services Team

WARNING: DO NOT DO NOT USE THEM

The above conversation is due to be applied to several websites asap and to trading standards.

custardy

regardless of the rest of your post

Using parcels2go website you can book with hdnl but their standard insurance cover is upto £50 so if they loose or nick a parcel you only get less than £50! What a scam.

exactly how do you think insurance works? the cover is £50 max
wheres the scam?

gem599

After various instances in the past of not being able to get parcels out for redelivery, I have now had the opposite problem!

I have been trying to recall an item for a week to get the delivery cancelled (cancelled with the shop I bought from on the first day) , and despite ringing up every day to ask for it to be returned to sender it has gone out on the van every day!

The advisor said 'I'm not sure how that's happened, it's awful isn't it.' Yes! It is awful!