I’m looking for some help as I’m at my wits end about what to do. I placed quite a big order on a well known clothing brand website. As I work shifts I generally always choose the click and collect option as it’s much easier and much more reliable for me. Unfortunately my usual shop is no longer a delivery option so I chose for the order to be delivered to my local post office via DPD as I thought this would be the safest option.
On the day of delivery I received an email from DPD stating that my package cannot be delivered to my click and collect option and instead will be delivered to my home address next working day. This was no problem as I was due to be in all day. The next day I then received an email stating my parcel had been delivered, but not to my house, it had been delivered to the original click and collect post office. The email clearly stated the address of the post office and a photo of it clearly sitting on the post office counter.
I then went to the post office to get my order. I presented the post office worker with my ID and order reference number. He insisted that without a pick up pass I could not get my parcel. I explained the situation that it had been delivered here by DPD and the original click and collect had been cancelled but it had still been delivered here. I showed him the proof of delivery and the photo. He insisted he cannot hand the parcel over and that I contact DPD for a pick up pass.
I contacted DPD who said all I need is ID and my order number and I had this in writing from them. I then returned to the post office and showed it to the person behind the counter. Again he refused to even look for my package saying there was no way of him finding it in the shop without the pass. Please note this post office is tiny and there were about 5 packages from the same brand I ordered from sitting behind the counter.
I’m now at a loss of what to do. The clothing company are saying I just need to show my pick up pass despite me explaining that I don’t have one multiple times. DPD are also saying the same thing. The post office are refusing to even look for my order even though there is clear proof it has been delivered there. This is a large amount of money I have spent and at this point I don’t care about the order, I just want my money back.
Any help on the next steps I can take would be hugely appreciated or recommendations of any other subs I could post this on would be great.
5 comments
Contact the company you bought the items from, the delivery contract is between them and their delivery provider. Tell them to sort it out or request a refund.
Not ideal but I imagine after X days the order will “return to sender” and you should be refunded.
If there is an issue with the delivery always go to the seller as they are the ones who contracted DPD to deliver it and they have made a mistake.
They have 3 real options to solve this, 1) get DPD to arrange a delivery pass so you can collect the parcel, 2) They send out the order again (other will be returned when it’s not collected), 3) They refund you
They will likely do 1 or 2, keep on at them to get it resolved quickly but they may try to fob you off
It doesn’t really matter what DPD said; the Post Office know the Post Office’s policies better than DPD do.
As others have said, you’ll have to complain to the retailer. Martin Lewis has a great template letter. https://www.moneysavingexpert.com/reclaim/delivery-rights/#compensation-3
I had major issues with DHL failing to get a package out of their warehouse and onto a truck and this letter saved me so much stress.
You don’t even need to go into detail of what happened. Just fill in the form and send it off. Worked a treat for me.
Good luck