Stupid DHL driver.....

SandC

custardy wrote: »

but remember they are doing deliveries over a large area
(Ive known DHL drivers covering 4+ postcode areas)
so its not always easy to go to one area for a drop at a set time.
as ive said a lot of these people do it around their lives and as you have found out
its not always good for customer service
all i can say is vote with your money
companies will always pick the cheapest service that works most of the time

By virtue of where he said he lived I presume that the drivers are given drops for their immediate post codes. And if they are not then he was close enough to be more flexible - it was the combination of Estee Lauder's site plus DHL to highlight that they can deliver to suit you from 7.30am to 9.30pm - when I phoned him he should have offered to come out to me last night or tonight, NOT expect me to go to his house!

But yes, I will vote with my money. As I said, I did and always do check the delivery details before I make an order and this seemed fine. Anyway, luckily I've a day off tomorrow and can take it then.

custardy

SandC wrote: »

By virtue of where he said he lived I presume that the drivers are given drops for their immediate post codes. And if they are not then he was close enough to be more flexible - it was the combination of Estee Lauder's site plus DHL to highlight that they can deliver to suit you from 7.30am to 9.30pm - when I phoned him he should have offered to come out to me last night or tonight, NOT expect me to go to his house!

But yes, I will vote with my money. As I said, I did and always do check the delivery details before I make an order and this seemed fine. Anyway, luckily I've a day off tomorrow and can take it then.

but you must realise (given a rough idea how the @home set up works)
that its unlikely someone is going to be 'on call' for a 14 hour window
the pay the receive only enforces this is unlikely
it maybe that the driver has kids to watch in the evenings
no doubt DHL will be aware of this but it doesnt fit the marketing

Helix

SandC wrote: »

As far as I'm aware, although it's been a little while since I ordered anything, Amazon are still using RM for my area (good!). Another one which suits me (which see my post above might be to do with the particular courier being flexible herself) is Hermes as they are happy to throw stuff over my back wall (I think only if you've specified it as a safe place though - not all companies ask that when you order online). DHL have a policy not to which is fair enough, or is it Estee Lauder who instruct DHL accordingly?

Seems to be completely random around here. I order quite a lot from Amazon. Sometimes I get a load in a row from HDNL and now recently Yodel and other times they come by Royal Mail. You used to be able to base it on what size parcel you were expecting if fairly large it would be HDNL but now they also seem to be delivering smaller parcels.

Hopefully like custardy says they will be switching more back to Royal Mail. I have noticed that a couple of mine have been Royal Mail tracked recently.

SandC

custardy wrote: »

but you must realise (given a rough idea how the @home set up works)
that its unlikely someone is going to be 'on call' for a 14 hour window
the pay the receive only enforces this is unlikely
it maybe that the driver has kids to watch in the evenings
no doubt DHL will be aware of this but it doesnt fit the marketing

I don't expect anyone to be on call, but the service offers supposed flexibility of delivery to your home outside of working hours. In an ordinary week for me that parcel would be sent back as being unable to deliver so it might as well have been using DHL ordinary service or RM. They are not expected to run around after you but it's okay if the customer who's paid for the service does?

"DHL@HOME is a premium delivery service that offers flexibility to you. On average around 50% of households are empty between 10am and 4pm, therefore we have local couriers that operate between 7.30am and 9pm to provide re-deliveries at a more convenient time.

Simply call the phone number on the ‘Failed Delivery Card’ to arrange a time of delivery that suits you. Please contact us on 0870 034 2444 if you have any problems with arranging re-delivery. Alternatively DHL will also deliver to a neighbour if you are not at home."

custardy

SandC wrote: »

I don't expect anyone to be on call, but the service offers supposed flexibility of delivery to your home outside of working hours. In an ordinary week for me that parcel would be sent back as being unable to deliver so it might as well have been using DHL ordinary service or RM. They are not expected to run around after you but it's okay if the customer who's paid for the service does?

"DHL@HOME is a premium delivery service that offers flexibility to you. On average around 50% of households are empty between 10am and 4pm, therefore we have local couriers that operate between 7.30am and 9pm to provide re-deliveries at a more convenient time.

Simply call the phone number on the ‘Failed Delivery Card’ to arrange a time of delivery that suits you. Please contact us on 0870 034 2444 if you have any problems with arranging re-delivery. Alternatively DHL will also deliver to a neighbour if you are not at home."

I know what the speil is on DHLs site
however i also knew the reality of what it actually means

SandC

Lol, I didn't highlight the premium delivery service bit either.

emmell

custardy wrote: »

why should he believe you and not the neighbour?
doesnt it make your neighbour the stupid one?
go round and tell them

My neighbour doesn't live local, it's a lock up hairdressing salon.
And why should he believe me, he didn't have to take my word for it, the name address and postcode was printed on the parcel.
We have the same address (thanks to our local council) the difference is the name and the postcode. He said his navigation system said it was this road. I said his navigation system is wrong, the postcode is different.
I was trying to be helpful he was arrogant, I'll not answer the door in future.
ML.

emmell

Latest update......A chap from down the road has just brought said parcel to my house saying that they had opened it in error.
I explained that it wasn't my parcel but the DHL driver insisted that it should be delivered to the wrong address, down the road!!
The chap has now got to deliver it to the house in the next village, that it should have gone to in the first place.
It's a good job that we're honest round here because anything could have happened to it.
ML.

SandC

Update from me too...........

Quite sad really that I was not surprised when Friday came and went without a delivery from said DHL @home driver. I was out for 2 hours at lunchtime but no card was left so presume he didn't even try.

So it came to Saturday morning and I'm wondering vaguely if the driver might be intending on trying to drop it off then when I recalled that he made a big point of saying that he had to deliver goods within 3 days or send them back to the depot as undeliverable, so I looked at the card and found the local depot is open for collection on a Sat morning.

So I phoned the depot where the very helpful people couldn't tell me whether my parcel was there or not as the card that was left for me didn't have any info on it bar the bloke's mobile number. They were good enough to phone him to find out what was happening (I told them I did not really want to ring him again as he was so unhelpful the first time). They rang straight back and said that he was going to take the parcel to the depot and they'd have that by Mon eve (er, so what was this rubbish he was spouting about the parcel having to go back after 3 days from first delivery I wonder?). They asked did I want to then rearrange delivery after that, so I told them I would pick it up from the depot on Tuesday.

What a palaver! The DHL official staff were brilliant. The self employed @home driver clearly has no intention of working to suit the customer. I'm wondering just what the official line is on asking customers to come to his house to pick up things???

Dreadful service anyway and feedback will be made to both DHL and Estee Lauder.

emmell

Update again !!!

This morning (9.20am), knock on the door, I saw the DHL van at the gate and guess what, the same driver with the same parcel???

I had already asked the recipients mum, last week, if she had received the parcel but she didn't know. This time the driver wanted to know where to take the parcel (nice of him to come here for help), so hopefully she gets her parcel today even though it has been opened and re-taped up.
I hope you got your parcel SandC, and while I've been typing this my son's puppy has stole my coffee, great start to the day.
ML.