DPD Local Failed to Deliver Time sensitive Perishable Parcel advice needed

[Deleted User]

I meant box states  must be delivered within 24hr Do not return to Hub. not dispatch date. My mistake.
Unfortunately by tomorrow it will be 3 days 72hr. They were sent Friday. I really don't want to take the risk and have no way to dispose as like originally said bin is full as useless council keep failing to collect bins.
I will contact company I brought from first thing tomorrow and see what they say.

I appreciate things can happen and accidents happen. But Saturday I did check travel news for my area many times and didn't show any problems on roads.

Another thing I have just noticed according to detailed tracking is that  parcel never at any point actually left delivery depo to be delivered despite getting notifications that it was out for delivery and getting a time slot. 

Just seems strange. Both times this has happened in the last week it had happen on weekend Saturday delivery. It seems a bit of a coincidence that it has happened twice on same day a week apart. Its like they don't want to deliver on a Saturday despite me paying for 24hr delivery and extra for Saturday delivery.

Oh well I'm sure I'll sort it out tomorrow.

Just won't ever have anything delivered at the weekend again. They deliver fine during the week. I just don't understand it.

Grumpy_chap

[Deleted User] said:

I waited in all day yesterday. Delivery slot was between 2pm and 3pm. By nearly 3pm they still hadn't arrived and delivery slot changed to between 3pm and 4pm. Delivery slot kept changing. Until nearly 6pm when tracking changed to we are sorry we are unable to deliver today due to problems in your area.

There were no problems in my area, 

AIUI, the delivery company saying "problems in the area" does not have to mean a problem that would be identified externally or involve other companies.  It could simply mean "too many parcels on the van".

I had a delivery that was due to me at the end of last week and the time slot was given 5 - 7 pm.  That progressively slid out during the course of the day.  I could see the tracking and the van location.  The "number or drops before mine" was reducing.  Then I was in the 8 - 9 pm slot, still going to be delivered apparently, but the "number of drops" still at 32.  There it froze, then the tracking disappeared, then the tracking simply reverted to "we've got your parcel".  In the overnight process, that all got re-scheduled and new tracking became available.

I suspect that if I had been in contact with the courier, they'd have said something like "problems in the area" but the problem was simply "too many stops on the van" (so internal to the courier firm) rather than something like an accident or other external factor that could be verified.

That does not help your situation of the late delivery of the perishable food, but may help to understand what "problems" might be referring to and why reference to any other external factor (or absence thereof) is not necessarily relevant.

[Deleted User]

Just wanted to give a update and hoping I can get some more advice. On Monday tracking changed to this parcel is Perishable and can no longer be delivered.

I contacted company I purchased from on Monday, they were initially apologetic and said they would send out a replacement box and would contact DPD to complain and file a claim. 

I have heard nothing since Monday and it's now Thursday. So sent them a very polite quick email earlier asking for a update, they emailed me back almost straight away and said I would have to wait for DPD to investigate and they won't send out a replacement or refund my money until DPD have investigated and decided on claim.

Am I being unreasonable to think it's unfair to make me wait, it's not my fault I didn't receive. But I'm the one being left with no item and no money. And have had to spend more money buying more food else where to replace what didn't receive.

Are they allowed to make me wait until DPD investigates, this could take weeks surely.

To top it off they went on to say that if investigation and claim fail and they can't get money back from DPD they won't be able to replace or refund me.  And that it's not there fault. 

Can they legally do this. What are my rights? I have screen shots of tracking from last Saturday, Sunday and Monday proving they never delivered.

Any advice much appreciated

Thanks in advance 

the_lunatic_is_in_my_head

Hello OP

If you paid with a VISA card I believe you can perform a chargeback once 15 days from the date you made the transaction has passed.

From consumer rights point of view you can give them another reasonable timeframe to deliver and if they fail to meet that you may treat the contract at an end for a full refund.

Personally I'd advise them the DPD investigation isn't anything to do with you, the goods have not been delivered as the tracking shows and if they aren't willing to issue a replacement within x days you'll file a chargeback with the card provider without any further contact. 

Why companies insist on such bad service when the customer has a clear and valid issue I don't know.

Undervalued

[Deleted User] said:

Just wanted to give a update and hoping I can get some more advice. On Monday tracking changed to this parcel is Perishable and can no longer be delivered.

I contacted company I purchased from on Monday, they were initially apologetic and said they would send out a replacement box and would contact DPD to complain and file a claim. 

I have heard nothing since Monday and it's now Thursday. So sent them a very polite quick email earlier asking for a update, they emailed me back almost straight away and said I would have to wait for DPD to investigate and they won't send out a replacement or refund my money until DPD have investigated and decided on claim.

Am I being unreasonable to think it's unfair to make me wait, it's not my fault I didn't receive. But I'm the one being left with no item and no money. And have had to spend more money buying more food else where to replace what didn't receive.

Are they allowed to make me wait until DPD investigates, this could take weeks surely.

To top it off they went on to say that if investigation and claim fail and they can't get money back from DPD they won't be able to replace or refund me.  And that it's not there fault. 

Can they legally do this. What are my rights? I have screen shots of tracking from last Saturday, Sunday and Monday proving they never delivered.

Any advice much appreciated

Thanks in advance 

I fully understand your frustration. However nobody is actually going to stop them from behaving in this way or impose any kind of meaningful penalty.

Nearly everybody who buys online frequently will occasionally run into these sort of issues. I suspect well over 90% of all such deliveries work reasonably smoothly. However a few percent don't and if you are the unlucky one it is really annoying. However, nobody wants to pay the true economic cost of running a fool proof, 99.9% reliable Rolls Royce service that everybody seems to expect at a Poundland type price!

As has been suggested you might be able to get a refund quicker from you bank or CC company but otherwise there is next to nothing you can do. 

Sorry but that is the hard truth.

molerat

Undervalued said:

[Deleted User] said:

Just wanted to give a update and hoping I can get some more advice. On Monday tracking changed to this parcel is Perishable and can no longer be delivered.

I contacted company I purchased from on Monday, they were initially apologetic and said they would send out a replacement box and would contact DPD to complain and file a claim. 

I have heard nothing since Monday and it's now Thursday. So sent them a very polite quick email earlier asking for a update, they emailed me back almost straight away and said I would have to wait for DPD to investigate and they won't send out a replacement or refund my money until DPD have investigated and decided on claim.

Am I being unreasonable to think it's unfair to make me wait, it's not my fault I didn't receive. But I'm the one being left with no item and no money. And have had to spend more money buying more food else where to replace what didn't receive.

Are they allowed to make me wait until DPD investigates, this could take weeks surely.

To top it off they went on to say that if investigation and claim fail and they can't get money back from DPD they won't be able to replace or refund me.  And that it's not there fault. 

Can they legally do this. What are my rights? I have screen shots of tracking from last Saturday, Sunday and Monday proving they never delivered.

Any advice much appreciated

Thanks in advance 

I fully understand your frustration. However nobody is actually going to stop them from behaving in this way or impose any kind of meaningful penalty.

Nearly everybody who buys online frequently will occasionally run into these sort of issues. I suspect well over 90% of all such deliveries work reasonably smoothly. However a few percent don't and if you are the unlucky one it is really annoying. However, nobody wants to pay the true economic cost of running a fool proof, 99.9% reliable Rolls Royce service that everybody seems to expect at a Poundland type price!

As has been suggested you might be able to get a refund quicker from you bank or CC company but otherwise there is next to nothing you can do. 

Sorry but that is the hard truth.

True it is too much to expect the delivery service to be absolutely 100% perfect

but

It is not too much to expect the retailer to see what has happened, the evidence here is plain to see, and do something about it in an efficient manner rather than just shrug their shoulders and say they will look into it with no definitive timescale.

Undervalued

molerat said:

Undervalued said:

[Deleted User] said:

Just wanted to give a update and hoping I can get some more advice. On Monday tracking changed to this parcel is Perishable and can no longer be delivered.

I contacted company I purchased from on Monday, they were initially apologetic and said they would send out a replacement box and would contact DPD to complain and file a claim. 

I have heard nothing since Monday and it's now Thursday. So sent them a very polite quick email earlier asking for a update, they emailed me back almost straight away and said I would have to wait for DPD to investigate and they won't send out a replacement or refund my money until DPD have investigated and decided on claim.

Am I being unreasonable to think it's unfair to make me wait, it's not my fault I didn't receive. But I'm the one being left with no item and no money. And have had to spend more money buying more food else where to replace what didn't receive.

Are they allowed to make me wait until DPD investigates, this could take weeks surely.

To top it off they went on to say that if investigation and claim fail and they can't get money back from DPD they won't be able to replace or refund me.  And that it's not there fault. 

Can they legally do this. What are my rights? I have screen shots of tracking from last Saturday, Sunday and Monday proving they never delivered.

Any advice much appreciated

Thanks in advance 

I fully understand your frustration. However nobody is actually going to stop them from behaving in this way or impose any kind of meaningful penalty.

Nearly everybody who buys online frequently will occasionally run into these sort of issues. I suspect well over 90% of all such deliveries work reasonably smoothly. However a few percent don't and if you are the unlucky one it is really annoying. However, nobody wants to pay the true economic cost of running a fool proof, 99.9% reliable Rolls Royce service that everybody seems to expect at a Poundland type price!

As has been suggested you might be able to get a refund quicker from you bank or CC company but otherwise there is next to nothing you can do. 

Sorry but that is the hard truth.

True it is too much to expect the delivery service to be absolutely 100% perfect

but

It is not too much to expect the retailer to see what has happened, the evidence here is plain to see, and do something about it in an efficient manner rather than just shrug their shoulders and say they will look into it with no definitive timescale.

I agree. However my main point was how little the OP can realistically do about speeding up the retailer's response.

Yes, I am sure they will eventually get a refund. They might be able to get this a bit quicker via their bank or CC. They can "name and shame", although I often wonder if that really makes much difference.

Sadly though, all too often, all that is achieved is increasing their own blood pressure

[Deleted User]

Thanks for your replies. Surely any well run business should be putting some money away for these situations so they can send out a replacement box or give a refund quick then claim back from DPD.

I have proof in black and white that I haven't received order. And offered to send this proof to them.

I've tried to be patient, a week has passed and I've heard nothing from company and still no replacement or refund. 

I've contacted my bank today to ask them to try and do a charge back as it's becoming clear this company don't care and I'm unlikely to get anywhere with them.

I have proof I haven't received order, do you think I'll be successful in doing a Charge back. I don't know what else to do. I won't be ordering from them again.

RefluentBeans

[Deleted User] said:

Thanks for your replies. Surely any well run business should be putting some money away for these situations so they can send out a replacement box or give a refund quick then claim back from DPD.

I have proof in black and white that I haven't received order. And offered to send this proof to them.

I've tried to be patient, a week has passed and I've heard nothing from company and still no replacement or refund. 

I've contacted my bank today to ask them to try and do a charge back as it's becoming clear this company don't care and I'm unlikely to get anywhere with them.

I have proof I haven't received order, do you think I'll be successful in doing a Charge back. I don't know what else to do. I won't be ordering from them again.

Almost all chargebacks are successful, unless a company appeals them with evidence to the contrary to what you’re saying - but it’s not a legally binding decision. It means that the company may still consider you owe them money, as the bank can’t make a legally binding decision. It may mean that your online account with the delivery service is terminated or that you’ll owe them money before you can make any more orders. Or they may just consider the case closed - hard to say until it happens! 

prettyandfluffy

At this time of year the courier companies are using a lot of temporary staff to try to get all the deliveries made.  I also had a perishable package (meat) due to be delivered by DPD on Tuesday, so I waited in.  The package was delivered about 2 hours ahead of its slot and left in front of my garage which is not adjacent to my house, luckily my OH found it.  I haven't complained because I got my goods and I don't want to get someone sacked just before Christmas.  I can see why you're so annoyed but for £60 it isn't worth it, insist on replacement goods or get a refund and move on.