View Full Version : DHL Stole my parcel, what next?
SidewinderINC
26-05-2010, 18:10
At the beginning of this month I ordered a nice new tent from Blacks online, paid for with credit card (which I've been doing with all online things since getting it).
Receive an email on the 4th telling me that it had been dispatched and that I should expect it within 3-5 working days (with a tracking number, that turned out to be invalid)
After a week of not receiving it I emailed blacks, via their customer services online page with a statement of "we aim to get back to you within 48 hours", asking where it was and whether I could have the tracking number as the original number they gave me was invalid.
after 4 days of not hearing from them, I email again. 3 days after this I get an email back saying..
Dear Matthew,
Thank you for your email and I apologise for the delay in my response.
Having checked the details of your order I can see that it has now been delivered.
I hope that you are happy with your order.
So on arriving home that night I see there was still no tent and I fired off another email to the lady at blacks saying I still hadn't received it and I really wanted a tracking number.
Cue email today saying
Dear Matthew,
Thank you for your reply.
I have spoken to DHL again today regarding your order, which was parcel number: ################
They have informed me that the driver left it with your neighbour at number 66.
I apologise for any inconvenience caused and please do not hesitate to contact me again if you require any further assistance.
So blacks have been kind of helpful, if a little slow with responses.
However DHL are a bunch of muppets in my books as they've actually signed for my parcel with my name (according to the tracking page).
I've been to numbers 66, 68 and 68B (I'm in 68A) and nobody has the parcel. The fact that the signatory says my name suggests that none of them would have signed for it anyway.
When I called them to ask what had happened they said "outdoor group are a key customer and have their own specific department" and when I asked to be transferred he didn't know the number or anyone that could tell me the number.
I'm going to hopefully get a call tomorrow (cheers, blighter) and if that doesn't come up with anything, what are my next steps??
Cheers guys..
Blighter
26-05-2010, 18:19
Aye, I'll get someone to give you a call in the morrow :)
deal with Blacks, not DHL. It is Blacks who have the contract with DHL and should sort it out for you.
Tell them what you have done and ask them to sort it out.
If Blacks aren't being helpful, call your credit card company and their lawyers will swing into action on your behalf. Guaranteed you'll get a swift resolution. That's the huge advantage of buying stuff on credit card.
If Blacks don't sort it out, we can all beat up Blighter ;D
I'm driving very close to where he lives tomorrow morning, shall I give him a kicking en route to Brackley?
SidewinderINC
26-05-2010, 21:48
If Blacks aren't being helpful, call your credit card company and their lawyers will swing into action on your behalf. Guaranteed you'll get a swift resolution. That's the huge advantage of buying stuff on credit card.
I did think of this, and it's one of the first things I said to blacks after they didn't respond to my first email.
How would I go about this? Just call Nationwide's customer service?
I did think of this, and it's one of the first things I said to blacks after they didn't respond to my first email.
How would I go about this? Just call Nationwide's customer service?
Yeah, there is a number on the back of the card :)
Consumer credit only gives you the 'nuclear option' if the goods cost £100 or more. That said, there's no harm in calling Nationwide.
I'd wait to see what comes from Blighter tomorrow before you go any further.
SidewinderINC
26-05-2010, 23:07
I'd wait to see what comes from Blighter tomorrow before you go any further.
Oh definitely :)
There are some right dodgy delivery drivers out there. We had a problem with a customer who had apparently signed for his goods and left them outside in the rain. Not good for a cardboard box full of paper. Customer said he never signed for them and so we asked for proof of delivery and it was sent over with a made up Chinese name on it. CCTV shows the driver had signed for it himself and left the parcel there. And the name of this great company? Parcel Force.
Blighter
27-05-2010, 10:56
Im chasing it with DHL we will try and give him a call as soon as we have more info :)
:)
Update 11:30:
The guy that is usually really helpful at DHL does not seem to be there today, so hopefully this other woman will be as helpful, they are chasing it with the driver as we speak …
Blighter
27-05-2010, 17:58
Still chasing DHL. There are plans to move away from them I think as their have been numerous issues with them compared to CityLink.. will let you know in the morrow. :)
SidewinderINC
28-05-2010, 10:47
Any updates dude?
I'd text you but I don't appear to have your number!
As already said, deal with Blacks not DHL. DHL have no contract with you and will not be interested.
This sort of thing happens fairly often and it is usually either a) someone trying their luck/trying to be a funny sod or b) genuine misunderstanding/miscommunication.
I've been resolving lost/missing parcel situations for nearly 4 years now, and only once have I had an incident where I can say for almost certain someone erroneously received a parcel and stole it.
Generally we start with interviewing the driver. If the situation isn't resolved with the information the driver gives, we get the driver to retrace his steps or go back and ask for the return of the goods from where he delivered them to.
If it still rumbles on an ops or depot manager will usually try the same thing. Still no joy? Then security would get involved. If it can't be resolved/recovered in a timely fashion then it would have to go to a claim.
What Blacks do for their customers in these cases I couldn't say, but expect them to despatch a replacement while the situation is resolved with the courier so that you suffer the minimum of inconvenience. It isn't a bespoke item that's gone missing, so they can just send another one and deal with the aftermath later.
Blighter
28-05-2010, 22:50
I emailed SINC earlier, still waiting on DHL, if it isn't resolved by Tuesday then then a replacement will be sent out or be made available in his local store. :)
SidewinderINC
01-06-2010, 13:21
I emailed SINC earlier, still waiting on DHL, if it isn't resolved by Tuesday then then a replacement will be sent out or be made available in his local store. :)
I think millets in gravesend would be best for me, and a refund :p
I have been waiting a month for it now! Ordered on the 1st of may.
Kinda screwed if I needed it for the bank holiday just gone!
Blighter
01-06-2010, 18:11
Just curious as to why you never phoned the helpline? :P
They've 'stolen' my parcel too.
CPW gave DHL the billing address instead of the delivery address and neglected to tell me, so it's no wonder no-one was in. Only problem is that even though it states they left a card, they didn't, so I can't contact the driver to get it redelivered. :(
Oh well - will call the helpline again tomorrow.
SidewinderINC
01-06-2010, 19:34
Just curious as to why you never phoned the helpline? :P
As in the shop phoneline at the top of the page? I did.
To be honest, as long as I can get the tent I'll be happy.
SidewinderINC
09-06-2010, 17:21
Refund finally processed, money back in my account.
Now time to buy a tent, just a shame the only places to buy are still Blacks/Millets.
I have no idea how long it would have taken if Blighter hadn't been on the case too.
Now time to buy a tent, just a shame the only places to buy are still Blacks/Millets.
Why do you say that.... there's a tonnes of places to buy tents... ok nothing other than blacks/millets on the high street... do you need quick?
Where are you living these days?
SidewinderINC
09-06-2010, 20:19
I'm living in Gravesend, and I need it within the next week. :p
There's a millets locally, gonna call up and order it into the store. Last purchase I'll ever be making from the outdoor group if their customer service is this shocking.
plenty of places online that will get one to you by Friday if you ordered tonight!
Post a link for the tent you were looking at
Psymonkee
10-06-2010, 00:04
I used:
http://www.outdoormegastore.co.uk/
Last year - extremely helpful and delivered next day :)
City link tried to stitch me up years ago on an Avic-x1 (expensive car audio equipment) only in this case, the delivery driver claimed he had delivered it and I had signed for it.
Not only did I not remember, but I was in hospital that week with suspected appendicitis. The delivery driver had forged my signature and had kept the goods.
Stan_Lite
11-06-2010, 09:56
They've 'stolen' my parcel too.
CPW gave DHL the billing address instead of the delivery address and neglected to tell me, so it's no wonder no-one was in. Only problem is that even though it states they left a card, they didn't, so I can't contact the driver to get it redelivered. :(
Oh well - will call the helpline again tomorrow.
I had a similar problem with DPD. The tracking page on the website said that no-one was home (I never left the house all day) and that the goods had been left at number 69 :huh: I went to #69 but the nice young Polish lady had no idea what I was talking about. I called the helpline number, fearing the worst. The helpful lady on the helpline called the driver on his mobile while I was still on the phone and it transpired that the clown had been in the wrong street.
I went to #69 in the next street and, after a short conversation with the breasts of a fit young lady :o (luckily her ears overheard the conversation :D), I managed to secure ownership of my goodies.
Turned out CPW had told me after all but it hadn't registered. :o
Phoned up first thing the next day and sorted it for the day after then went to work. An hour later I decided to check the tracking 'just in case' - to discover it was on a van. So I went AWOL from work (manager knew I was having courier 'issues' so it wasn't as bad as that sounds) and got home half an hour before the van. Phew. :)
Not sure if you've already looked, but there is a GO Outdoors 10 miles from you in Basildon Sidewinder. They have a huge range of tents.
Dymetrie
17-06-2010, 09:25
Not sure if you've already looked, but there is a GO Outdoors 10 miles from you in Basildon Sidewinder. They have a huge range of tents.
Good luck getting from Gravesend to Basildon, without a car, in any kind of decent time :p
Oh yeah, and, it's Basildon! :D
Go Outdoors website says it's 10 miles :dunno: It's all bloody South to me
There's a gert big stretch of water in the way and you're not allowed to cross the bridge or tunnel on foot :D
I lived in Basildon for a few years. Nowhere near as bad as everyone made it out to be - but then I am from South East London ;)
Yes you are :) Well, they take you over in one of their cars for free. I think!
SidewinderINC
20-06-2010, 18:37
Ooh, forgot about this (been kinda distracted with new girlfriend!!! :D:D)
Have a tent now, went for the Vango Omega 250.
Was discussing the Beta250 with Lozza but decided to pay the extra for the Omega to lose a kilo in weight and have some better poles and fabric :D
Cheers for all the help :)
Ooh, forgot about this (been kinda distracted with new girlfriend!!! :D:D)
Have a tent now, went for the Vango Omega 250.
Was discussing the Beta250 with Lozza but decided to pay the extra for the Omega to lose a kilo in weight and have some better poles and fabric :D
Cheers for all the help :)
Good choice! Saw the Beta 250 last weekend It looked a real nice little tent with plenty of space.. so the Omega will be awesome.
SidewinderINC
20-06-2010, 20:43
Good choice! Saw the Beta 250 last weekend It looked a real nice little tent with plenty of space.. so the Omega will be awesome.
Here's to hoping :D
Clickable sig with updates available below ;)
Have a fantastic time :)
My brother has a Vango Equinox (which is similar to the Omega) and I've been out in it quite a few times. It's withstood proper gale force on more than one occasion whilst I've been in it and although the aluminium poles ended up quite bent, it stood up to the wind and didn't tear or break. It's getting on a bit now, but still a good tent.
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