S25 DPD Delivery Failure - Dagenham Depot

[MrJagz]

Thought I'd post my experience on here as im sure there may be a few of us in the same boat. 

Pre ordered S25 ultra 22nd January, picked earliest delivery date available for 1st Feb.

DPD tracking provided... driver on the way... 

Then it all went wrong.

"Driver has been delayed". Fine. New time given for later that evening.

Same message come through later that evening, so now I'm thinking they're going to delivery it tomorrow.

Sunday 2nd Feb an around 7pm, I check the DPD app, and it's says: there's a delay with my delivery, it's being held at the Dagenham depot 

So i now start to try and get in touch with both DPD and Samsung. 

What an absolute nightmare that has been. 

Endless dropped calls, no genuine answers or advice.

I eventually managed to find out that there was a "security incident" and the package is deemed lost.

The driver or van has basically been robbed.

Now I'm getting even more frustrated and try to establish what that means for my delivery and what happens now. Nobody still until today has provided me with any proper answers. Dpd say I need to contact samsung, and vice versa.

I am now getting the scripted "we have checked your account, you need to wait for the email confirmation from samsung".

When????? 

It's only through calling and using the live chat on the apps relentlessly, and chatting to people in the same situation that I have managed to find out that Samsung need to initiate an investigation, they say it can take 6-10 days, only then will I get an update. But that's just the investigation and not actually providing me with a response, resolution or my device finally being delivered. This could take weeks!!!!

To anyone else that may have been affected, i feel your anger.

I am absolutely fuming and cannot explain the frustration of this whole experience this week. 

Some have said they managed to cancel the order, reorder and had it delivered as early as the following day. Wish I'd acted on that when the offers were still valid.

Some have said they're going to raise this with their banks and see if they can escalate something that way. 

If anyone has had a similar experience, please let me know what's happening and if anyone has had any resolutions 

[smiley]

I can't offer any advice, but just to say that I am really sorry to hear of this experience 😔

I hope you get it resolved quickly.

Smiley

[johnz237]

The annoying thing is, with how DPD works- in terms of their driver and their warehouses you either get the upmost best delivery experience or the worst. I would definitely contact them with a complaint.

Im very glad samsung had delivery for the next day, as its normally a lot longer because of demand. I would try contact Samsung and explain the situation, they may give compensation- maybe not. Its always good to keep them up to date with your experiences anyways

[MrJagz]

That's another thing... DPD don't offer a complaints email. They just say: we will raise this internally and therfore will be unable to provide feedback. That's via the Live chat. The phone calls were just being dropped.

Contacting samsung and trying to escalate or seek updates and advice is another challenge.  I'm at the stage where I'm concerned about whether this will actually be fulfilled. If a device is lost/stolen by the courier, why should the customer suffer? Send out another one then claim it back from the courier, no? Dpd have acknowledged the incident... even said to me I should screenshot the live chat!! That's as far as they go. It's now on samsung 

[johnz237]

01213364989

[katrina87]

dpd r a joke, they always send my items to wrong address, its a nightmare to get in contact with them, Vodafone was sending me the new s22plus at the time and it never arrived, rang Vodafone and dpd gave off a bucket full told them im ringing the police, and i did get police involved and then my phone was delivered 2-3days later, the delivery van driver was holding it and the parcel was opened phone was used, so had to send it back, Vodafone was mad as hell so they sent me a new phone by royal mail without any problems

[Caswallawn]

To be fair all delivery services have problems, on trade in to get my watch ultra and when I got the S24U both times royal mail sent the parcels to the wrong delivery depot and both times I had to provide the tracking to Samsung as by the time they got round to actually get it to the right place I was close to the time limit for return.

No delivery firm is perfect and part of the problem is a lot of they are using agency and self employed drivers who have a bad habit of losing parcels or having them "stolen"

To be fair where I live DPD is probably the most reliable but not sure if that is because the same bloke has done the round in my area for several years.

[GothicEmma]

This happened with me years ago. The dopey driver only went and delivered my parcel to someone else and I never got it!! My s25 ultra arrived without issues thank God. I bet he didn't get robbed, he probably robbed. Some of these drivers look dodgy as heck

[robobob]

I actually had to run 🏃‍♂️ after my DPD driver as he didn't actually get out of the van, just pulled up waited for 2 mins then drove off ! (The app then changed to sorry we missed you !) Luckily I managed to catch up around the corner, bugger didn't even apologise or acknowledge his mistake just said was very busy ***** Hopefully you all get sent a replacement 🙏 as it's a fantastic phone!

[Daz73r]

DPD definitely pending discrepancies