DPD lied about delivery twice, damaged the item and Samsung support are useless

sshu

Can anyone help? I don't know what to do.

I ordered a new TV on 16th April, for delivery on Saturday 23rd April. I was in all day, refreshing the tracking and looking out for the driver.

I got a notification saying 'Sorry we missed you'. I was frustrated with this as I was actively looking out for this delivery. The photo the driver "Shah" took was of a brick wall (Screenshot below), my property is white, it wasn't even my property!

The tracking then said it would be delivered on Sunday 24th April. Then the same thing happened but this time the driver "Tomas" took a black photo covering the camera. I phoned DPD and they called the driver, who gave a poor excuse. I was told this would be escalated to the local depot manager. 



I called DPD and Samsung multiple times, spending hours on the phone trying to get this TV delivered. The local DPD depot manager called and after a long conversation I was basically told "despite the drivers being in the wrong there's nothing she can do" apart from putting in a complaint.

I was promised multiple times by Samsung it would be delivered after 5 during the week (as I work during the week and wouldn't be home). Twice during the week, DPD sent me a timeslots saying 'it will be delivered during 1pm-2pm'. After many more calls to Samsung, DPD delivered my TV on Saturday 30th April, a week late. 

When it arrived, the box was pretty beaten up. Clearly this must because of the amount of vans the TV had been loaded on and off during the week.

The TV looked fine but it wasn't until I turned on the TV and watched it I noticed the screen didn't look right, it looked cloudy when it was dark scenes. I then noticed a crack in the corner of the TV frame. Looking at the box again, it was clear it had been dropped on the top corner of the box as this was the same place as the crack.


Samsung told me they will collect and replace it (but not until they have checked the damage...). I was told they will only collect Mon-Fri 9am-5pm.  The person I spoke to was not listening to a word I was saying, and proceeded to book a collection tomorrow (Wed 4 May) and would "request after 5" and "I will be contacted" but after my experience of trying to get DPD to deliver after 5, I know for a fact they will not collect after 5.

I got an email from DPD saying they will be with me tomorrow between 9 and 5, I will be at work so 🤷‍♂️. 

I called again today (45 minutes of my life wasted) as I've still not been contacted regarding collection after 5. Needless to say, they were not helpful. He is going to "follow this up" and contact me via email with an update, he also informed me that the department is currently handing a "large number of tickets".

The DPD collection is still apparently booked for tomorrow... I told them that I am only available after 5 during the working week or weekend, but again fell on deaf ears. 

I am getting incredibly frustrated and I don't know what to do. DPD has caused this problem with their poor service, and Samsung need to fix this but I can't get past their call centre. I have logged so many complaints now and never hear anything back.

All I want is: DPD to collect this TV at my convenience and Samsing to send me a working TV, is this too much to ask?

Can anyone suggest what I can do?

Thanks

Undervalued

Welcome to the frustrations that can come from online shopping!

Your contract is with the supplier (I assume you bought from Samsung direct). Frustrating as it is, DPD are not obliged to engage with you at all as you have no contract with them. If you cannot be at home during DPD's normal collection hours then you will have to try and persuade Samsung to arrange some different form of collection.

Do not get involved in arranging the return yourself as you will then assume responsibility for any problems such as non delivery or any additional damage.

Rather than phoning, send Samsung a clear letter / email setting out the issues and what remedy you want (replacement or refund). Make reasonable efforts, difficult as it may be, to fit in with any realistic collection options. Remember too that although this is Samsung's legal responsibility it is unlikely that they caused the original problem.

sheramber

The delivery driver may also work 9am -5pm.

visidigi

Expecting the courier to only collect after 5pm is unreasonable.

May not be the 'right' thing to do in your eyes, but maybe take the TV to the local depot yourself if you have a means?

sshu

Undervalued said:

Welcome to the frustrations that can come from online shopping!

Your contract is with the supplier (I assume you bought from Samsung direct). Frustrating as it is, DPD are not obliged to engage with you at all as you have no contract with them. If you cannot be at home during DPD's normal collection hours then you will have to try and persuade Samsung to arrange some different form of collection.

Do not get involved in arranging the return yourself as you will then assume responsibility for any problems such as non delivery or any additional damage.

Rather than phoning, send Samsung a clear letter / email setting out the issues and what remedy you want (replacement or refund). Make reasonable efforts, difficult as it may be, to fit in with any realistic collection options. Remember too that although this is Samsung's legal responsibility it is unlikely that they caused the original problem.

Thank you for this. You're right, I need to stop contacting DPD and as I did purchase this direct from Samsung. I think I will try to move forward with written communication as this will mean I spend less time sat on hold, but I am finding no one answers emails and they only respond with a phone call.

sheramber said:

The delivery driver may also work 9am -5pm.

I have no flexibility to be at home during the day. I'm a teacher, I am unable to take a day off or work from home. This is why I had Saturday delivery in the first place. This is an unhelpful comment and also not true. They deliver 7 days a week, when I ordered I could select Saturday or Sunday delivery. Therefore, I think it's reasonable that they collect it on the same day that I had it delivered (i.e. on a Saturday). Believe me, I would take a day off work if I could, however, especially now it's coming up to GCSE and A-Level exams, I must be at work during the week.

visidigi said:

Expecting the courier to only collect after 5pm is unreasonable.

May not be the 'right' thing to do in your eyes, but maybe take the TV to the local depot yourself if you have a means?

I appreciate after 5pm is not a reasonable request, but as this TV has arrived damaged and Samsung need to remedy this. If they can't then fine, but Saturday should be a fair request. I normally avoid online shopping, however, I do not have the means to transport a TV to my flat let alone try to get it to a depot.

I don't think it's unreasonable to expect the basics of a delivery company to deliver the parcel when they say they will and not damage it.

visidigi

sshu said:

Undervalued said:

Welcome to the frustrations that can come from online shopping!

Your contract is with the supplier (I assume you bought from Samsung direct). Frustrating as it is, DPD are not obliged to engage with you at all as you have no contract with them. If you cannot be at home during DPD's normal collection hours then you will have to try and persuade Samsung to arrange some different form of collection.

Do not get involved in arranging the return yourself as you will then assume responsibility for any problems such as non delivery or any additional damage.

Rather than phoning, send Samsung a clear letter / email setting out the issues and what remedy you want (replacement or refund). Make reasonable efforts, difficult as it may be, to fit in with any realistic collection options. Remember too that although this is Samsung's legal responsibility it is unlikely that they caused the original problem.

Thank you for this. You're right, I need to stop contacting DPD and as I did purchase this direct from Samsung. I think I will try to move forward with written communication as this will mean I spend less time sat on hold, but I am finding no one answers emails and they only respond with a phone call.

sheramber said:

The delivery driver may also work 9am -5pm.

I have no flexibility to be at home during the day. I'm a teacher, I am unable to take a day off or work from home. This is why I had Saturday delivery in the first place. This is an unhelpful comment and also not true. They deliver 7 days a week, when I ordered I could select Saturday or Sunday delivery. Therefore, I think it's reasonable that they collect it on the same day that I had it delivered (i.e. on a Saturday). Believe me, I would take a day off work if I could, however, especially now it's coming up to GCSE and A-Level exams, I must be at work during the week.

visidigi said:

Expecting the courier to only collect after 5pm is unreasonable.

May not be the 'right' thing to do in your eyes, but maybe take the TV to the local depot yourself if you have a means?

I appreciate after 5pm is not a reasonable request, but as this TV has arrived damaged and Samsung need to remedy this. If they can't then fine, but Saturday should be a fair request. I normally avoid online shopping, however, I do not have the means to transport a TV to my flat let alone try to get it to a depot.

I don't think it's unreasonable to expect the basics of a delivery company to deliver the parcel when they say they will and not damage it.

Then you wrote this wrong...

"The DPD collection is still apparently booked for tomorrow... I told them that I am only available after 5 during the working week or weekend, but again fell on deaf ears. "

As that reads you can only do after 5pm 6 days a week.

screech_78

DPD don’t collect on weekends. I know as I work for a retailer that uses them. They deliver 7 days a week, yes, but only do collections mon-fri. Unfortunately, that will be the terms of the account Samsung has with DPD. 

Although I do think it’s unreasonable that they can’t arrange a collection on a Saturday, especially when you had it delivered on Saturday. We have other options available to us when a customer can’t be available during the week. How you get Samsung to actually do something about it though is another story. 

sshu

screech_78 said:

DPD don’t collect on weekends. I know as I work for a retailer that uses them. They deliver 7 days a week, yes, but only do collections mon-fri. Unfortunately, that will be the terms of the account Samsung has with DPD. 

Although I do think it’s unreasonable that they can’t arrange a collection on a Saturday, especially when you had it delivered on Saturday. We have other options available to us when a customer can’t be available during the week. How you get Samsung to actually do something about it though is another story. 

This is really helpful to know. Thank you so much. I will continue to press Samsung to find a solution for my replacement. 

Spies

Take TV to work and ask them to collect from reception there. 

sshu

Spies said:

Take TV to work and ask them to collect from reception there. 

I would if I could, but it's quite a large box and I have no means of getting it to work. I use public transport, which is why I had it delivered in the first place. Otherwise I would have purchased it from a store and took it home myself. 

sshu

F1shyFingers said:

If you can't express yourself properly, people are likely to misunderstand you.

While I get that posting Willy Wonka memes is the best you can do due to what is probably poor education, there is a reason why languages have rules, and it isn't so pedants can whinge about it on the internet. It's so people can communicate effectively and understand one another.

Thank you for your insightful comment. Your contribution is very much valued.