DPD potential lost parcel

butterfly25

Hello,
I've sent a parcel abroad (Christmas gift) using dpd and the tracking has not updated since 3 days ago. The parcel has arrived at the destination country and apparently is “on the vehicle for delivery”. Apart from repeating the tracking info to me, I haven't had any useful help from their customer service team.

I've purchased an extended cover to cover the content cost in case of a lost parcel, but I'm not sure how to proceed with this - they aren't even providing me with an estimated delivery date despite an explicit question! I'd really just like them to deliver it, or give me a refund/declare it lost and I can replace the parcel (with another courier) in time for Christmas. 

For reference the service I chose is the classic service with delivery aim of 4 to 5 days. It is now 10 (8 working) days since drop off.

Anyone have any advice/similar experiences to helpfully share? Most the info on Google refer to receiving something bought online so not really relevant here. Thanks!

Sandtree

It could be as simple that DPD themselves dont operate in that country and their integration with their partner company isn’t great... doesnt excuse the delayed delivery (though obviously Covid could) but may explain the poor updates.

What do DPD say about the status? The T&Cs will normally determin how many days after sending it has to be before the parcel is deemed as “lost” and so claimable on the insurance.

butterfly25

Hey, thanks for your reply! Yeah I'm not sure if there's a partner company, but DPD themselves aren't amazing in this case. I forgot to mention I went through Parcel Monkey (avoid like the plague!) And neither of them are providing an estimated delivery date for the how many days after countdown to begin. They are also avoiding all of my questions regarding late, lost parcels and claims, but both T&Cs say I need to raise a claim by 10 working days, which I have tried and been ignored! This really is a !!!!!! experience 😳

BoRacic

My friend has similar problem with DPD, I also came here looking for advice on what to do.   Parcel was to go to Australia, (my friend in daily contact with his daughter there) all started well, was advised it had arrived in Australia and would be delivered in next couple of days.   Next were told, a delivery was attempted unsuccessfully and the item would be returned!   Recipient in Australia has bell video showing no delivery attempt was made.   Kept being told DPD were ‘looking into it.’.   Few days later, my friend (in UK) opened his front door and there was the parcel on his doorstep.   No-one had knocked, no note was left.  Everyone he has spoken to at DPD says "not our department" and ‘go online and follow the procedure.   My friend is not so hot online so am looking for how I can help him with this.   

Like ‘butterfly25’’ would greatly appreciate any advice.     

MattMattMattUK

With Covid and border issues at the moment, as well as the huge surge in online ordering globally all couriers are struggling and have backlogs. Scans such as "Out for delivery" can be logical scans as well as physical, which means the system is told that cage A1 has been loaded onto the van, package was presumed to be in cage A1, which someone has flagged as being loaded into Dave's van, so flags as out for delivery, rather than having actually having been scanned onto the van individually, as would happen in quieter times. 

I normally send quite a lot of items for work with couriers, all UK consignments seem to be 3-4 days for a next working day service, international is 3-5 days slower than it should be and Royal Mail appears to have given up weeks ago (standard mail, Recorded and Special Delivery).

Normally you submit your claim, they start and investigation and the pay out about two weeks later, however your contract is not with DPD, but Parcel Monkey, which complicates matters.