Couriers rude, refusing collection/exchange and making demands

regisman

I bought a new tv, it arrived by Parcelforce and noticed when removing it was shattered inside, so phone company last Friday morning who arranged a exchange Tuesday, Tuesday morning arrives and courier refuses to change without opening my parcel and photoing the damage(it isnt even a parcelforce courier it is DPD) I say I just woke up not expecting it, had no room to unpackage and the tv and packaging is so delicate it would fall to pieces if opened.

The courier gets angry with me and leaves in a huff, I phone company and apologise and rearrange for Today, but for some reason they retry yesterday and say I have to collect it, phoned company again who rearranged delivery for today.

Guy comes today(new tv box looking badly bashed and on its side) takes one look at old box and goes "that box is empy" picks it up and says it feels empty then pushes small hole through side to examine contents and says "oh the tv isnt in there, its a crime to send a empty box, I will report you to police" etc.

Phoned back the original company who apoligises and I tell them I am away for a week tomorrow and already taken 2 days off to be in for this and they say they will contact courier to get them to return same day, checked tracking and it mentions courier is on his way to me and will be here in 15 minutes(final delivery) but courier fails to return.

So I feel like now I just want to return RM or parcelforce at their expense and not deal with but original company says it has to be DPD

What shall I say to company?

hollydays

What do you mean they said you have to collect it?
you need to make a complaint, escalate and speak to,a manager if possible . go away, forget about it , and deal with it when you get back. If a courier did this to me I'd be straight onto his company and put him on the phone to them there and then.only speak to managers and get names , departments and or staff number.
Don't let people mess you about like this. Don't let couriers dictate to you-,make them speak to their own company and argue with them.

regisman

Just spoke to someone else at company who said courier may turn up with redelivery anytime up to 6pm! I have a appointment to be at just after 5

DCFC79

regisman wrote: »

Just spoke to someone else at company who said courier may turn up with redelivery anytime up to 6pm! I have a appointment to be at just after 5

Well keep your appointment

tomtontom

The DPD tracking gives an estimation of when the courier will be with you, it doesn't say when the driver is on his final delivery.

They take a photo of the tv to demonstrate it is already damaged, saves any questions as to when the issue occurred.

Hopefully they've turned up by now and you've made it to your appt.

RS2000.

I've found them to be one of the better companies lately.

SimonSays

I find this hard to believe

DPD won't care whats in the parcel. He has minutes per drop and wants to get home.

Hit DPD up on Facebook and they'll sort it pretty quick

regisman

tomtontom wrote: »

The DPD tracking gives an estimation of when the courier will be with you, it doesn't say when the driver is on his final delivery.

They take a photo of the tv to demonstrate it is already damaged, saves any questions as to when the issue occurred.

Hopefully they've turned up by now and you've made it to your appt.

Eventually I was late anyway and rearranged appoinment and saw neighbour outside so chatted to them to 5.45pm and never saw the courier, walked to bus stop and waited to 6 still no courier so they never arrived and got back at 7.15 and no card here

the tracking number says along the lines of "your drivers name is X your delivery number is X, the current delivery number is X we estimate time to be X, they are X amount of time away from you

Or lets say you were number 100, it said the driver was currently delivering number 99 and was 15 minutes away from you(and showed you the gps details)

The thing about the damage is I already took photos and sent them to the company I purchased from and when I rang them they said thats all they need, the courier themselves were the ones that demanded photos, even then it doesnt explain why today the first thing they said was "is there a tv in there, theres no tv in that" without even lifting box, they magically have x ray eyes lol.

It doesnt help the way the tv was sent was not the original packaging, it was just a brown box inside a larger brown so so of course if they looked through the hole they can see another box! I have a feeling they just expected the box to be heavy and see the tv through the sides.

SimonSays wrote: »

I find this hard to believe

DPD won't care whats in the parcel. He has minutes per drop and wants to get home.

Hit DPD up on Facebook and they'll sort it pretty quick

First time I have had problems myself, I think part of it is they must of assumed that since they were to pick up a broken item it was sent through them since they directly said it was for THEIR investigation not the companies.

Had glowing reports of them in past but these 2 drivers are different than usual ones.

I was told by company it would go back to depot and out same day, they even promised this(and also thinking about it I have a DPD driver living 5 minutes walk away who parks his car next to football ground outside by house a lot, doesnt mean he can do it but would save a lot of hassle and be a bit of extra cash for them)

visidigi

It will be due to the nature of the goods and the amount of claims they get for damage.

The courier wanted to photograph the TV, that's perfectly acceptable and you should have had no reason to refuse the courier to do so, as you have found out the courier can refuse to collect.

Under Department of Transport rules any courier can hand inspect a package if you are not of known consignor status, which you are as an ad hoc user.

You really need to be letting the courier do their job, it sounds like you are refusing them to touch the contents through an inspection and given its broken I don't understand the reticence.

Sorry but seen far too many cases where the customer just expects the courier to take on an expensive liability - blame all those people who make fraudulent claims for the reason to be careful on pickup.

Hintza

regisman wrote: »

Tuesday, Tuesday morning arrives and courier refuses to change without opening my parcel and photoing the damage(it isnt even a parcelforce courier it is DPD) I say I just woke up not expecting it, had no room to unpackage and the tv and packaging is so delicate it would fall to pieces if opened.

Could have been sorted out right here.

timbstoke

regisman wrote: »

I bought a new tv, it arrived by Parcelforce and noticed when removing it was shattered inside, so phone company last Friday morning who arranged a exchange Tuesday, Tuesday morning arrives and courier refuses to change without opening my parcel and photoing the damage(it isnt even a parcelforce courier it is DPD) I say I just woke up not expecting it, had no room to unpackage and the tv and packaging is so delicate it would fall to pieces if opened.

If you're sending a package that isn't strong enough to handle being opened, it's hardly surprising that a courier will decline to accept it.