DPD lost parcel

greenfly

I don't know what to do and need some advice.

I paid to return some riding boots to an online retailer with DPD. They were too big and so I decided to return them. They cost £120, so insured the service through DPD for the full value of the boots.

I receive a call from the retailer a couple of days later to say that the package has been delivered but it contains candles - not what I sent.

I raised a claim with DPD for missing items in the parcel that same day, and after 2 weeks of waiting, as far as they are concerned the parcel has been delivered so the case and claim has been closed.

There is no email contact, telephone number or address that I can write to on the DPD Local Online website. I can't dispute the outcome of the claim. The online help just send you in a continual circle through help pages that's useless. 

I contacted the person who the candles belong to, there was a business card in the package that was delivered, she's happy as her customer was waiting, but no luck so far in finding my boots.

I just want the £120 back that the boots cost. I feel like I've been done over and also paid extra for insurance that wasn't worth the paper it was written on. Any advice please?

NBLondon

greenfly said:

I contacted the person who the candles belong to, there was a business card in the package that was delivered, she's happy as her customer was waiting, but no luck so far in finding my boots.

That sounds like someone at DPD swapped over labels or barcodes - does the customer who wanted the candles have your boots?

In which case - maybe the person sending the candles can pursue DPD using their reference number and see what happened to that?

the_lunatic_is_in_my_head

Hello OP

When I’ve had DPD pick ups they put a little sticker on the box, give you the stub with the tracking and then label the box later, presumably at the depot.

Does your tracking number show where the parcel was delivered?

If not DPD should have GPS data showing where it went (presumably showing it didn’t go to the right place).

In any event, if you Google CEO email the top result should be the CEO email site, search that site for DPD and there will be an email for a higher level of customer service.

Send them the details, to the point and polite, and they should get back to you.

If that goes nowhere then you are looking at letter before action (templates on Google) and small claims. I doubt DPD would go to small claims as on the balance of probability the odds are stacked in your favour