DPD Delivered a laptop to a wrong address and won't speak to me!

Gav_Jenks

Hi all hope you're well!
On Wednesday 6th of January I contacted Amazon to get a laptop repaired under the extended warrantee I had purchased from them in 2019. I organised it through live chat and after being transferred several times I eventually had a pickup organised for Monday 11th using DPD. Sure enough Monday arrived DPD collected the parcel and the driver gave me a ticket with the reference/tracking number. The laptop was meant to go to a repair centre in Nottingham.
I managed to give the repair centre a call last week and they had not received the laptop. 'That's strange' I thought to myself, so I checked the tracking and it said it had been delivered and signed for on 18th Jan. I called the repair center to double check but the name on the tracking matches nobody that works at the repair centre!
I contacted DPD several times, but I cannot get anyone to speak to me, they won't speak to the repair centre either, because the apparently the Tracking number I gave them doesn't match that of the delivery address... which is kind of obvious when they delivered it to the wrong place other than what was on the label!
DPDs live chat doesn't work because you need to put in the delivery postcode, and since they don't match, I can't get through to anyone!
Amazon's live chat are useless too, they are insisting that the return was made via Hermes, so they can't help me, even though the chat on the 6th specifically mentioned DPD, and DPD picked it up!
With the laptop and extended insurance mounting to almost £1000, you can perhaps imagine why I am a bit panicked and frustrated.

JJ_Egan

Who is paying for the pickup .

Gav_Jenks

I'm assuming Amazon whom now say they asked Hermes to pick it up

[Deleted User]

If Amazon booked the collection, then they are the ones that have a contract with DPD, not you, therefore it is down to them to speak to DPD not you. 

Al_Ross

MarkN88 said:

If Amazon booked the collection, then they are the ones that have a contract with DPD, not you, therefore it is down to them to speak to DPD not you. 

Or Hernes.

Gav_Jenks

Exactly, but because it says Hermes on Amazon's system (for some strange reason) they won't talk to me about it, even though it was definitely DPD. DPD won't talk to me because they delivered the package to the wrong address and it doesn't match my receipt. I've spoken to Hermes (just in case) and they have no record of any contact with Amazon regarding a pickup for the very reason DPD did the pickup.

jon81uk

You need to get Amazon to resolve it. They are the ones paying DPD.

[Deleted User]

If all else fails, give the citizens advice consumer rights helpline a call, they helped me loads before Christmas with a consumer rights issue.