Timeline of how PC World and DPD deliveries completely fail their customer.
27/03/2017 @ 10:49
I made an order for 3 items with my PC World business account.
The PC World website did not confirm which delivery address the order would be shipped to.
27/03/2017 @ 10:50
I received the confirmation email from PC World stating an incorrect delivery address.
27/03/2017 @ 10.51
I called PC World to amend the delivery address on the order. PC World said that the order had already been completed and I should contact DPD the following day to change the delivery address
28/03/2017 @ 8.00
I received a message from DPD saying the order would be delivered (to the wrong address) that day. I found that I couldn’t change the delivery address on the DPD App. I called DPD they said they couldn’t change the delivery address.
28/03/2017 @ 8.30
I called PC World and this time they said they could change the delivery address. They said it would be all sorted.
29/03/2017 @ 8.00
I received a notification from DPD that the order would be delivered today. I received a notification from DPD that PCWorld had updated the address of the order. All looked good.
29/03/2017 @ 12.00
I received a notification from DPD that my order would be delivered that day. I contacted DPD via their chat app and by telephone and told them not to deliver as it was the wrong address. DPD confirmed they had seen the notification for the change of address and verbally confirmed they wouldn’t deliver.
29/03/2017 @ 14.16
I receive a notification from DPD to say they have delivered the parcel to the wrong address that they said they wouldn’t deliver.
29/03/2017 @ 15.00
I contact DPD and tell them they need to redeliver. They say they will return and pick up the parcel and return it to PC World.
30/03/2017 @ 13.52
I receive a delivery at the correct address but it only contains two items of the order.
I contact PC World and DPD and both parties deny responsibility for the miss-delivery. PC World say they will investigate. DPD deny any knowledge of the re-route and re-collection.
31/03/2017 – 18/04/2017
Emails and calls to PC World and met by no response.
I start using Twitter to engage with PC World support and they start to respond, however, they don’t appear to have any CRM to keep records of the situation. I have to explain everything anew with every contact I make.
In the meantime the order is lost and my company is out of pocket, and my staff are waiting for their equipment that was ordered affecting productivity.