grr matalan / dhl

carrieparkinson

im so angry with matalan/dhl i could burst. i placed an order on the2nd of december on a '3 day' delivery service.... i get the email from them that day confirming the order etc... i log back online the day after to get an update on my order to find ive not registered for the website (i go through all the lost details links using the email address of the order confirmation). so i rereg.. to find no order detials.. hmm it was after 5pm when cs close so i thoguht id wait til the next day ... tried on and off all day but to get 'we are experiencing high call volumes etc please call back'..i emailed them explaining whats happened and asking them to contact me back.. the day after that(sunday) i retry and got through to an advisor... who assures my my order has been cancelled (i used too many codes etc) and the funds that were being held would be released soon into my bank... fair enough.. she agreed to call me back the next day to make sure the order was cancelled and to find out why my online acct was deactivated and why i was unable to find this out myself... next day (monday) no phone call.or email nothing but the funds released back into my bank. i go out and buy replacement items (dads xmas pressies) and think no more of it.. til that evening when i get a despatch email and a reply from cs saying oh sorry the weathers delayed everything, our websites having issues but oh here your tracking info.... :mad: i reply back saying i dont want this delivery, its been cancelled by cs do not debit my bank... day later funds for the order get removed from my bank. i call yet again to get nowhere but the annoying wait in a q music... so i return the replacement goods id bought and wait for a reply or my delivery....to hear nothing back from matalan re this... speed things up to date (today) the order is doing the hokey kokey between dhl hams hill delivery office and the sheffield depot who say due to adverse weather they cant deliver it/delayed it was out for delivery yesaterday but due to adverse weather it couldnt be delivered.. . lies. ive just looked at where the depot is and i was in that area last saturday and everything was clear if id have known where it was id have detoured and went and got it.......also i saw several dhl vans in my area yesterday. 4 emails to matalan to be ignored by them (not got anything back from them since the 7th of dec which was tracking info) several phone calls to matalan to wait in a queue on a 0845 number... even emailed dhl heard nothing there and called them for the line to ring a few times before cutting me off....:mad::mad::mad::mad:. now bearing in mind this was offered on a 3 day delivery timescale, ok im happy to wait as we were hit by snow, but it melted a week ago and we are due to get it again starting tomorrow. am i being unreasonable in wanting my order actually delivering asap???? i dont think i am. matalan and dhl are clearly avoiding this issue and 2 weeks have now passed... where can i take this from here???

sarahg1969

I haven't read the whole post (it's too difficult with no paragraphs or full stops), but you need to bear in mind...

Yours isn't the only parcel delayed, and it isn't only Matalan's parcels that the couriers have to deal with. There is a backlog because of the weather.

DCFC79

carrieparkinson wrote: »

im so angry with matalan/dhl i could burst. i placed an order on the2nd of december on a '3 day' delivery service.... i get the email from them that day confirming the order etc... i log back online the day after to get an update on my order to find ive not registered for the website (i go through all the lost details links using the email address of the order confirmation). so i rereg.. to find no order detials.. hmm it was after 5pm when cs close so i thoguht id wait til the next day ... tried on and off all day but to get 'we are experiencing high call volumes etc please call back'..i emailed them explaining whats happened and asking them to contact me back.. the day after that(sunday) i retry and got through to an advisor... who assures my my order has been cancelled (i used too many codes etc) and the funds that were being held would be released soon into my bank... fair enough.. she agreed to call me back the next day to make sure the order was cancelled and to find out why my online acct was deactivated and why i was unable to find this out myself... next day (monday) no phone call.or email nothing but the funds released back into my bank. i go out and buy replacement items (dads xmas pressies) and think no more of it.. til that evening when i get a despatch email and a reply from cs saying oh sorry the weathers delayed everything, our websites having issues but oh here your tracking info.... :mad: i reply back saying i dont want this delivery, its been cancelled by cs do not debit my bank... day later funds for the order get removed from my bank. i call yet again to get nowhere but the annoying wait in a q music... so i return the replacement goods id bought and wait for a reply or my delivery....to hear nothing back from matalan re this... speed things up to date (today) the order is doing the hokey kokey between dhl hams hill delivery office and the sheffield depot who say due to adverse weather they cant deliver it/delayed it was out for delivery yesaterday but due to adverse weather it couldnt be delivered.. . lies. ive just looked at where the depot is and i was in that area last saturday and everything was clear if id have known where it was id have detoured and went and got it.......also i saw several dhl vans in my area yesterday. 4 emails to matalan to be ignored by them (not got anything back from them since the 7th of dec which was tracking info) several phone calls to matalan to wait in a queue on a 0845 number... even emailed dhl heard nothing there and called them for the line to ring a few times before cutting me off....:mad::mad::mad::mad:. now bearing in mind this was offered on a 3 day delivery timescale, ok im happy to wait as we were hit by snow, but it melted a week ago and we are due to get it again starting tomorrow. am i being unreasonable in wanting my order actually delivering asap???? i dont think i am. matalan and dhl are clearly avoiding this issue and 2 weeks have now passed... where can i take this from here???

Id have a bit of patience, have a drink and take time out

Stephb1986_2

The weather isn't that bad, it's just an exuse like Royal Mail is giving out. The only thing I can suggest is that you email the ceo of DHL and ask him to locate your parcel put it in nice words and word it properly. You will get somewhere DHL UKJohn Pearson, Chief Executive[EMAIL="john.pearson@dhl.com"]john.pearson@dhl.com[/EMAIL]

I hope this points you in the right direction

Good luck

Steph xx

Vik_36

I've been really lucky with Matalan and DHL. I ordered on Monday and got all of my 3 parcels today. The only complaint I have is the miserable git delivery guy they use, had him deliver here a few times. No matter the weather, he always has a face like a wet weekend.

carrieparkinson

ive managed to get through to matalan, they say that when it turns up im to refuse delivery and when they get it back they will refund me... what kind of a resolution is that????

thanks for the email steph. will try that once if been calmed by cadbury.

i can appreciate that theres one or two (thousand) parcels laying around the depot,(they are now working evenings and weekends to clear the backlogue according to the email i received from matalan earlier) but if they can relay it pointlessly between hams hill and sheffield depot, why cant they drop it 15ish miles up the road to the right place? as in my house? theres been dhl vans delivering all over my area so why do they lie and say delayed due to adverse weather when the roads were clear and it was only lightly raining? when more realistically the driver that day wanted to go home. honesty would be appreciated.

anyhoo im off to email that CEO of dhl...

SpammyTheSpammer

Get someone to check your email for readability first.

You certainly had a problem but you need to express yourself clearly about the problem and its resolution if you contact a CEO...

Hope that helps and let us know how you get on

carrieparkinson

i got hubby to read it... it passed will update if i hear anything back..

carrieparkinson

its here!!! my order is here!!!!! ok it wasnt delivered by a dhl uniformed man or a dhl van, but a man in a british gas fleece in a normal car... BUT ITS HERE!!!!!!!!!!! been in my posession 5 mins!!!! :j:j:j:j

Meadows

My parcel was showing as out for delivery via DHL on Saturday 18th December but today Sunday 19th December it is showing as Delayed Due To Adverse Weather?
While I appreciate we have had snow in the area we did not have any on Saturday and if the package was actually out for delivery there is no reason that it should not have been delivered. So either their system was showing incorrect details by marking the package as out for delivery or the driver did not complete his delivery in time and has returned the package to the depot and they have now marked it as Delayed. Which means they can use that excuse for several days to come now