DHL are a Joke!

I’m not one who usually blogs this kind of stuff but recent experience with DHL has enraged me.

I ordered something on Monday 24th August which was processed and shipped on the 25th with Next Day Delivery.

It is now Saturday the 29th and still no item…

The Status updates are puzzling in that it seems to go out for delivery two days in a row and yet I still didn’t receive anything!

In Transit 28/08/09 EDINBURGH SERVICE CENTRE
Security check 28/08/09 EDINBURGH SERVICE CENTRE
Arrived At Depot 28/08/09 04:34 EDINBURGH SERVICE CENTRE
In Transit 28/08/09 EDINBURGH SERVICE CENTRE
Arrived At Depot 28/08/09 00:22 EDINBURGH SERVICE CENTRE

Delivered 27/08/09 19:11 MANIFEST EDINBURGH HOME DELIVERY
HSD Out for Delivery awaiting IOD 27/08/09 EDINBURGH HOME DELIVERY
Out for delivery 27/08/09 10:10 EDINBURGH HOME DELIVERY
Released to other delivery agent 27/08/09 10:04 EDINBURGH SERVICE CENTRE
Released to other delivery agent 27/08/09 05:53 EDINBURGH SERVICE CENTRE
Security check 27/08/09 EDINBURGH SERVICE CENTRE
In Transit 27/08/09 EDINBURGH SERVICE CENTRE
Arrived At Depot 27/08/09 00:22 EDINBURGH SERVICE CENTRE

Delivered 26/08/09 18:49 MANIFEST EDINBURGH HOME DELIVERY
HSD Out for Delivery awaiting IOD 26/08/09 EDINBURGH HOME DELIVERY
Out for delivery 26/08/09 08:41 EDINBURGH HOME DELIVERY
Released to other delivery agent 26/08/09 06:08 EDINBURGH SERVICE CENTRE
Security check 26/08/09 EDINBURGH SERVICE CENTRE
Arrived At Depot 26/08/09 05:20 EDINBURGH SERVICE CENTRE

I work from home and can see anyone approaching the front door.

I’ve emailed, no reply. I have phoned, thankfully the first time I got a very helpful person who said the parcel had been marked as ‘Too Big’ but he was puzzled why it hadn’t been scanned after the last ‘In Transit’.

He sent a message to the Edinburgh depot for them to give me a call. Of course, I received no call.

So I phone again this morning, get a clearly disinterested guy this time who informs me again “yeah parcel has been marked as too big” ( puzzling as the item in question is a Mobile Phone ) and if I want it ‘redelivered’ it won’t be delivered until Wednesday 2nd September !!

I ask him for the number to the Edinburgh depot and give it a call. Yup you guessed it, it’s closed on a Saturday.

Angry doesn’t quite cover it.

UPDATE:

I phoned again to try and clarify this ‘too big’ point and have now been told that the item is with the Home Delivery driver. DHL subcontract out to part timers in the local area:

DHL@Home couriers are based locally, with an in-depth knowledge of their delivery area and a unique ability to schedule deliveries based on a customer’s availability – and not the other way around. They make deliveries using their own cars and can deliver a whole range of goods from electrical items through to clothing.

Each courier undergoes a rigorous recruitment process with DHL, giving consumers extra security and ensuring that the best people are hired to do the job. Couriers are also equipped with handheld PDAs that record the exact time of delivery – helpful if consumers need to follow up on their deliveries.

They didn’t have a number for this person so I can’t get in touch to see what is goin on.

UPDATE 2:

Just had a phone call from the delivery guy himself, he is on his way! I can only assume he’s been swamped with work, but you have to ask if DHL needs to rejig their system or at least provide more detail on the status pages for when drivers run out of time on a delivery day.

UPDATE 3:

Just finished having a chat with the very nice delivery guy. He didn’t get the parcel until last night and it wasn’t scanned for some reason. He even asked when I was meant to have received the parcel, was surprised when I said Wednesday.

His boss has asked him to try and get all the phone delivered by Monday hence why he’s out today. I wondered if the Edinburgh Festival was having an impact on the delivery times and the guy said that yeah traffic was a nightmare at the moment.

So I finally have my parcel but it’s left a bad taste in the mouth.

If you’re thinking about getting an iPhone from O2, I recommend going to one of their shops.