Sam Tucker

Abdul Makid came over and installed hyperoptic today and was great - really helpful recommendations for our networking setup when we renovate next year

My sofa was delivered and assembled by Gustav and Sambi today - they did a great job and assembled the sofa quickly and cleared up any mess afterwards. Overall very satisfied!

In reference to a few different parcel numbers:

Parcel A: from Swoon Editions
Parcel B1: from Made.com
Parcel B2: from Made.com
Parcel B3: from Made.com
Parcel C: from Made.com

These parcels were all supposed to be delivered to our address, which is a very new property. The road is not currently on Google Maps. The postcode is not currently on Google Maps. However, it is a real address, which we have been given by Royal Mail (you can check this on the Royal Mail website). We have had other delivery companies who have had trouble finding our address, but they have (without fail) called me to ask for directions, and managed to deliver all our parcels.

These have all at some point been at/on their way to your Dagenham depot. One of them is still at the Dagenham depot, according to your tracking.

In the week preceding Saturday 4th March, I received a text saying that the delivery for Parcels B1, B2 and B3 had been upgraded from Saturday delivery to Sunday delivery. That's fine, I kept the weekend free to wait for parcel deliveries.

Saturday 4th March - Parcel A due for delivery
I did not receive a text in the morning to state that the parcel was out for delivery. I called your customer service line and was told that the parcel was on the truck but there had been some technical issues meaning that it hadn't been scanned so I hadn't received a 1-hour delivery slot, but it was still coming that day. Late afternoon, I called again, and was told by a different agent that the parcel was not on the truck and they were very sorry but it would be delivered the following day (Sunday). Annoying.

Sunday 5th March - Parcels A, B1, B2, and B3 due for delivery
Parcel A: I did not receive a text in the morning to state that the parcel was out for delivery. I called your customer service line, who managed to get in touch with the Dagenham depot who said that unfortunately, despite the fact that the parcel was meant to be delivered that day, it was on a trailer and could therefore not be delivered. I was told it could be delivered on Monday morning instead, but I can't take time off work easily to wait for a delivery so I asked for weekend delivery instead -this was set as Saturday 11th March but I later changed this to Sunday 12th with the help of your Twitter team as I didn't think I could be in on Sunday.

Parcels B1, B2 and B3: I received a text in the morning giving me a 1hr delivery slot for all 3 parcels. Great! But when I checked the tracking information, the address was not mine - instead of being sent to our flat in London E3 postcode area, the parcels were instead going to the same flat/building/road name in Leamington Spa CV32 postcode area. I immediately checked my order confirmation from Made.com to check that my address was correct (it was). I called your customer service line and was informed that the only possible way that this could have happened was if Made.com had requested an address change.

I called Made.com and told them the story and they confirm that they have not requested an address change. I was told that someone from Made.com would contact DPD and call me back.

No call back, presumably as nobody from Dagenham depot ever picks up the phone.

Tuesday 7th March
Eventually Made.com tell me that DPD have admitted fault, and some bright spark at the Dagenham depot decided to change the address on the parcels to Leamington Spa. Made.com tell me that DPD have assured them that the parcels have been relabelled (as Parcel C) and are now on their way back to London for Saturday delivery. I request a Sunday delivery but I'm told that this is not possible. So now I arrange for some friends to come and sit in my flat all day on Saturday as I can't be in.

Friday 10th March
I check the new tracking information for Parcel C that Made.com have given me. The website says that "your delivery is on its way back to Made.com. I call DPD customer service and they confirm that the delivery is on its way back to Made.com. I call Made.com and they tell me that they've been informed by DPD that the delivery is still coming to me on Saturday 11th.

Saturday 11th March - Parcel C due for delivery
I have not received any texts relating to parcel C. I call Made.com and I'm told that they will check with DPD that the parcels are going to be delivered today and someone will call me back. Nobody calls me back. I call Made.com a few hours later, and I'm told that DPD have in fact delivered the parcels back to Made.com and therefore they won't be coming to me. Made.com have now shipped out a replacement parcel to me (I don't have tracking information yet) but unfortunately, it is still being sent via DPD. Maybe this time it'll be delivered, but I have my doubts.

Sunday 12th March - Parcel A due for delivery (again)
No texts received relating to Parcel A. I call your customer service line 3 times.
- First time: I'm told that as it's a Sunday delivery, I won't receive a 1-hour delivery slot (sounds like a lie, so I call back)
- Second time: i'm told that they need to call Dagenham. Dagenham depot don't pick up. Surprise surprise.
- Third time: Try to ring Dagenham depot. No answer. Agent notes that parcel has not been scanned since 9th March, but should be scanned every day. Agent tells me that I need to contact Swoon Editions to raise a parcel search as it appears that Dagenham depot have completely forgotten about it.

Throughout all of this, I have been told multiple times that I would be called back by members of your customer service team. I would also think that if DPD Dagenham depot are having so much trouble finding my address, they would call me - especially if they are considering changing me address from 'London' to 'Leamington Spa'. Nobody from DPD has attempted to contact me at any point.

So now, I've had to cancel my plans for two weekends in a row, and ask friends to wait for parcels for me for a whole day, and I still haven't actually received any of my parcels from DPD. I have received other parcels from other delivery companies!

I have never received such terrible service from a company before. You have completely failed in every possible way to deliver my parcels. I have spent nearly 2 hours in total on the phone with you/Made.com in trying to sort out these issues. The value of the items I have ordered is over £600.

I have emailed the DPD social media team, but I still wanted to post this here just so people know how completely incompetent the DPD Dagenham depot are.