unfortunately they've really gone downhill. I ordered some gifts for mother's day and they sent 2 different items out of the 3 I ordered. I don't think my mom can even eat the chocolates they sent instead of what i ordered because they have hard and sticky pieces in them which she can't eat due to a condition... plus they used this service DPD that was absolutely horrible including not delivering it on mother's day for no good reason. The driver did not go to the address (I was watching on a tracker, he was close but did not go) took a photo of nothing then claimed he 'missed' the recipient even though the parcel was going to a hotel front desk and I said to leave it at the front desk. when I talked to DPD customer service they refused to arrange a redelivery for today/to contact the driver. they blamed me and said because I added instructions it "cancelled" the delivery for today and scheduled it for tomorrow and they can't change it back. but there was no warning or anything on the website if that's the case. and one generally would not think that adding delivery instructions would CANCEL that very delivery for the day.. it's supposed to do the opposite.
they responded: " I hope you can appreciate that in light of getting it sent out on time as it was a timely order we used a substitute chocolate." No, I can't appreciate that because if that were the case, then I should have been notified. It should have been a warning on the website saying that would happen if it's normal practice, or besides that I should have been contacted when the order was packed, but I was given 0 indication of any change. In my country, this would be illegal, but I know you don't have as many consumer rights in the UK. They did refund me this portion (except for tax for some reason), though.
"I understand that this is frustrating as you didn't get a successful delivery on Sunday despite this even though I can see that the driver did attempt to deliver on the tracking but got no answer so left a calling card." No, it wasn't an issue of "no answer" because it's a hotel that he can walk into during hours when someone is manning the front desk, as the different delivery driver did today. He also didn't actually attempt to deliver as is clear when I was watching the tracking. He also didn't leave a proper calling card since he took a picture of nothing since he didn't actually attempt to deliver the package. This part was not refunded to me though it absolutely should be since the delivery service was abysmal and I did not get Sunday delivery which I paid for (and apparently caused me to get totally different products in the process - which I was not warned about at all).
"Sorry again and hope you can enjoy what was received nonetheless" no, she can't because she can't eat these random things which I didn't order... read more