So just a rant really its might be long one, sorry and TL/DR - DPD are crap
My relative has issues which are managed through stoma bags etc. these are delivered by courier.
So i was called for urgent help to said relative yesterday and when I got there I realised they were on the dregs of their stocks - literally enough for one more change and then done. "Never mind DPD will be here soon" I was assured
Relative is not great with tech and gave me their phone to check for messages and i found a "sorry we missed you, we will attempt again tomorrow" message and a snap of a gate on the tracking. We have no idea where that gate was in the local area, but clearly was a attempt to the wrong place
So I tried to contact them...
Auto bot on whatsapp chat said customer services was closed - it shouldnt have been according to their opening hours.
Phone made me enter the parcel ref but getting past the bot saying it will be delivered tomorrow to speak to a human being took about 30 mins
The CSR i spoke to was very apologetic and said she would contact the depot and get it redelived that day. Said they would be back in touch within the hour. Ok
Hour and a half later thereabouts text message to say delivery would not be today because too big of area for driver to redeliver. Not perfect, one change left and we thought we should be able to manage for one night touch wood that it wouldnt kick off thus causing the need for multiple changes
Until now that is, so relative called me to chase the parcel. just spoken to a CSR, after waiting 15 mins listening to their auto bot saying "your parcel will be delivered tomorrow". Again not their fault, the system and processes are broken. No the parcel hasnt been checked out, it will be delivered tomorrow, lots of apologies but nothing they can do, need to contact the parcel sender. Its Sunday
Relative then called me to say the last fitting had just fallen off and that was it no more, so breaking the news to them about the essential box locked in a DPD warehouse until tomorrow wasnt an easy conversation. Consoling a distressed relative and helping them think through practical options is not easy ever.
We have run out of options, duck taping a bin bag to their belly made them laugh but obviously not a real solution. They are thinking they will be up all day an night with a bucket to catch stuff... not a pretty picture but thats the reality. Also means they cant work today.
Thats the reality when broken processes and lazy couriers balls up, sometimes it has real, day ruining consequences. Courier companies need to realise this and make sure they have processes that can help in these urgent situations.
Sorry just needed to get it off my chest.