[Kevan]

Any updates Graham, what have you heard since they phoned you on Friday?

[Graham]

Any updates Graham, what have you heard since they phoned you on Friday?

In fact I contact them, one way or another everyday since the 17th September, but the latest info is that the Complaints department have asked the Depot to send the Box to Kevin's address. I have asked them if they have any tracking information, but so far not had a response on that question 

[Kevan]

DPD's lack of contact options for a lost parcel is a disgrace, no direct email or department, their WhatsApp number is wrong, you get directed to their 'dpd online' site which is no help.

There's no obvious evidence they've done anything whatsoever to return the parcel back to the sender using the same tracking and paper trail that put it in lost property.

Worst of all there's nobody to complain to, it's all softly softly take your time no hurry no worry.

Although it shouldn't, it's losing me sleep, I'm so angry with the situation and feel helpless to be able to do anything.

Relax Kev.....I've now got a Class A car to get ready for the Sport/GT Proxy

[Savage GT]

Perhaps the threat of a claim for lost property might stir some action ... lets see, 42 cars @ £70 each = £2940 

[Makem]

Perhaps the threat of a claim for lost property might stir some action ... lets see, 42 cars @ £70 each = £2940 

£70 , and the rest, I reckon that more like at least £100 plus and that is without the value of the work that went into them.

Also, something I have discovered whilst this DPD farce has been going on.

When you contact DPD, it isn't DPD, it is a franchise from 'Parcels2Go'.

Gerry

[woodcote]

When things go right - which they do most of time - all is good. When things go wrong, these companies choose not have systems in place to recover lost parcels - it's how they keep their costs down and make a profit. It's much more 'efficient' to write-off a shipment and pay compensation than to employ dozens of people across the country to do an 'unnecessary' job.

Some former public services have an ombudsman to help mediate disputes. The postal/courier services does not. The independent Postal Redress Service only covers the Post Office and Royal Mail - not Parcelforce or any other carrier of large parcels. Ofcom regulates the communications industry (including postal services), although the industry-specific Postcomm was closed in 2011. But Ofcom has no powers to investigate individual cases in postal services... So any dispute with a courier company has to go through their own inadequate complaints procedure and then the courts - which is likely to end with exactly the same level of compensation offered, minus legal fees.


My hunch is that Graham's dogged perseverance might eventually crack this Kafkaesque nightmare and get that box of cars back. However, I would be very wary of discussing compensation at this stage... I suspect DPD will happily pay up so they can close the case and get us off their backs.

[Graham]

Sadly we have hit another blocked exit from DPD. Having managed to get from the Customer service to the Complaints department, there is still an impasse in getting Depot to actually send the parcel from the DPD (Lost Property Office) to the delivery address. And I have been refused permission to be able to collect myself.

So we are still waiting...which is now 22 days since I placed the "next day" delivery service order.

[BAracer]

Can we hold a round at the depot?

[Graham]

There is still some uncomfortable question about this case.

Why did the driver from Manx Independent Carriers on collection have a consignment Note with a different Tracking number (than was on the box printed label) which ensured the parcel went straight to the DPD Lost Property Office in Birmingham ?

Why does the Lost Property Office not allow me to collect the parcel (looking at the website it implies you can if you provide quote "passport, photo ID" ) ?

I will be contacting "BBC Watchdog" programme next week to see if they can investigate.

[Graham]

Update - missing cars
Having spent the entire week emailing the DPD Complaints Department, speaking with DPD Customer Services and their manager on the chat line, and through unofficial methods I received an email today to say that the Customer Complaints have decided to contact the Depot  to "request" that the cars are delivered  

So I don't feel that is progress as such, but there is yet another promise to have the box sent to the delivery address, presumably after the Depot have spent another week or so deciding what to do with the request.

I did have questions raised to me by an entrant who understandably wonders why in hell did we choose to DPD anyway ?
So for his benefit and for others who might be be wondering...even myself.

In previous years we used DHL who are not highly rated on Customer experience websites, don't offer direct customer notification of delivery times (unless you contact them on the morning of the delivery). And sometimes do not turn up on the day of the planned collections or deliveries. You are allowed to collect or deliver to their Depots
which one or two hosts prefer to do (as it saves waiting around all day not knowing if or when they will arrive)

So previously not very popular with many of the hosts who are working and have to take time off to receive or send the parcels, or can't get to a nearby DHL Depot.

DPD is £5 per shipment more expensive than DHL, are more highly rated on Customer experience websites, do have a text and email notification delivery time slot system and previously have mostly arrived on the designated collection or delivery date. Downside has been you are are not allowed to collect or delivery to the Depot's which does not work for one or two hosts.

Are there alternatives......mostly not "direct door to door" delivery companies, mostly smaller operators with drop off's at collection points etc, and mostly these have a lower customer experience rating than DPD although cheaper option than "door to door". I think maybe FedEx do "door to door" but worse customer experience along with UPS.

In this country I believe that DHL and DPD are the biggest domestic delivery operators, but I maybe wrong.