DPD Missing package

21
Found 27th Apr 2016
HI all,

I’ve have recently been put in a awkward situation regarding a package from Ebay and no receipt of that package.

I ordered the items a good 2 weeks ago (14th April) and recently contacted the sender for a ETA on the arrival of the package. They provided me with a ref no and told me according to the delivery company the item was signed for and delivered on the previous Thursday (21st April)

The seller has been very good in helping, even tho to them this situation might seem like im trying to pull a fast one, which im not. The item apparently was delivered on Thursday 21st at 1 pm and signed for…….now here is the issue I was not home until around 6pm as I work week days 9-5 about 20miles from home.

PDP are claiming the item has been delivered and the driver is saying he got a signature from a male apparently at my address and the vans GPRs so im told puts him at that location…..after various arguments with DPD from my side and the sender DPD are now investigating and today ( 27th April ) have reportedly sent the driver back to the address to speak to whoever apparently signed for it……..

My issue is that I fear that the driver has forged the signature which doesn’t match mine and is just my surname, then either taken/stolen the package or left it in a unsecure location and then reported it delivered when is has not.

I should add I have not received this item and there is no one else at my property to take delivery. I have even checked with my neighbours to see if it has been taken to them which they say is hassnt.

So my question is do I have a leg to stand on with getting my money back?? As Ebay and Paypal are saying the item has been delivered according to the delivery company so cannot even raise a dispute with them and DPD seem to be no help and are saying depending what the driver says will result in if the “case” they have opened about the missing package will be closed or not……

Thankyou for reading and any advice will be greatly appreciated
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21 Comments
I think this page on Citizens Advice Bureau website covers your situation:-
Consumer >If a delivery hasn't arrived

The fact that yours is a little less straight forward ref ebay should not make a lot of difference. Its the principle that counts. A way forward may come down to the way you paid for the item.
Good Luck
PS Remember ebays reputation is at stake here - they dont want another "non-delivery" case on their hands - it just might stop people buying off their site.
DPD have a very good tracking system.. They show you exactly where abouts on Google maps your driver is.. What number parcel delivery for the day the driver is on. So yeah their tracking system should show if he arrive at your house or not. The only suggestion is he has stolen the parcel and as you say possibly forged your signature.. I presume that your house was empty that day and nobody else was in at all? If he left the parcel in a safe place then a note would have been posted through your door to let you know so.

I was told that dpd drivers get a healthy wage for delivery & if any parcels do go missing they have to cover the cost themselves.... Not sure how correct that is but if that's the case. Stealing a parcel is only going to put him out of pocket.

Sorry I cant assist properly with this but I hope you get this sorted without taking a loss.
DPD normally text and e-mail an one hour delivery time slot so you can either be their or change it. Did you not receive these?
I've found that DPD are the most reliable courier service out there. Never had a problem with a them at work or at home.
Thanks for the replies,

To be honest its also become a matter of principle now and finding out the truth, I know I was not in, have not received the package and no one else lives at my property so no one could have taken it on my behalf.

As well as myself being out of pocket Its really the seller I genuinely feel bad for as to them this must be annoying for them too, with the funds on hold and neither of us getting what we wanted.

I think EBay may still decide in my favour due to their buyer protection scheme but still do not want the seller who is helping and Ive purchased from previously to suffer and rick not to want to sell to me again with fear I'm not being honest if that makes sense.

Hopefully this evening when I call for an update from DPD I will have some good news and will update the post with the response. Any other comments or advice most welcome

Thanks
OBH6UK

DPD normally text and e-mail an one hour delivery time slot so you can … DPD normally text and e-mail an one hour delivery time slot so you can either be their or change it. Did you not receive these?



Hi, no never had any messages or prior warning of delivery
WHATEVER HAPPENED you didn't get it! Unless a burglar broke in at the same time, answered the door signed for it,,then left stealing nothing else. What was the item? I wonder if it wasn't packaged correctly and was a high value item so the driver thought "yup I'm having that".

That said DPD is the best delivery service I think. Texts and emails years before others did it.
safctopcat

I've found that DPD are the most reliable courier service out there. … I've found that DPD are the most reliable courier service out there. Never had a problem with a them at work or at home.



I must admit I've never had a problem with them before this, but due to this being such a big issue even as a 1 off its made be very wary about using them in the future
Graham1979

WHATEVER HAPPENED you didn't get it! Unless a burglar broke in at the … WHATEVER HAPPENED you didn't get it! Unless a burglar broke in at the same time, answered the door signed for it,,then left stealing nothing else. What was the item? I wonder if it wasn't packaged correctly and was a high value item so the driver thought "yup I'm having that".That said DPD is the best delivery service I think. Texts and emails years before others did it.



to be honest it was a huge bundle of comics for my brothers birthday, some 80+ in total not massively expensive but £60 plus inc delivery. As for how it was packaged not a clue, with what was in it Im hoping it was a well packaged box but could not say
Jedi_Zombie

to be honest it was a huge bundle of comics for my brothers birthday, … to be honest it was a huge bundle of comics for my brothers birthday, some 80+ in total not massively expensive but £60 plus inc delivery. As for how it was packaged not a clue, with what was in it Im hoping it was a well packaged box but could not say



I think I was trying to say was it an iPad boxed and sealed just with your address on a white sticker on. I hope whoever stole them can't read!
ask for a copy of the signature.
chantelle310

DPD have a very good tracking system.. They show you exactly where … DPD have a very good tracking system.. They show you exactly where abouts on Google maps your driver is.. What number parcel delivery for the day the driver is on. So yeah their tracking system should show if he arrive at your house or not. The only suggestion is he has stolen the parcel and as you say possibly forged your signature.. I presume that your house was empty that day and nobody else was in at all? If he left the parcel in a safe place then a note would have been posted through your door to let you know so. I was told that dpd drivers get a healthy wage for delivery & if any parcels do go missing they have to cover the cost themselves.... Not sure how correct that is but if that's the case. Stealing a parcel is only going to put him out of pocket. Sorry I cant assist properly with this but I hope you get this sorted without taking a loss.



Although if he did steal it, it still shows as being delivered so he wouldnt be out of pocket im guessing
chocci

ask for a copy of the signature.



Not sure why I had to scroll so far to see the most logical first step. If its your name then someone has forged your signature and the driver is at fault for not delivering to the correct address, another name and maybe a neighbour has the parcel.

Either way, you should be covered if you paid through paypal
That's a strange one, they are normally reliable but I guess it is down to the driver. I too would be asking for a copy of the signature so you can confirm if it has another name or has been forged.
OBH6UK

DPD normally text and e-mail an one hour delivery time slot so you can … DPD normally text and e-mail an one hour delivery time slot so you can either be their or change it. Did you not receive these?


Yes they do, but only if the sender gives DPD the recipients email and/or mobile no. - I'm guessing that didn't happen in this case.
Have you checked that it was sent to the correct house number. I once had a package sent to *84 instead of *48 which was signed for, not received and returned to sender!
joshp

That's a strange one, they are normally reliable but I guess it is down … That's a strange one, they are normally reliable but I guess it is down to the driver. I too would be asking for a copy of the signature so you can confirm if it has another name or has been forged.



​I do think that there is some mistake here, could have del to wrong door.
Sounds like a wrong number, but how come they have signed in the recipients name? If it were just wrong number the person would just sign their own name and think nothing of it until they went inside and opened it.

But most couriers now, if they are not used to delivering to your address mention the name who it is going to, i.e. Mr Smith is it? errrrrr well no, I am Jones. Or yeah sure, I am Mr Smith, lol.
Edited by: "NEtech" 28th Apr 2016
Morning all, Thanks for all the replies,

I did request a copy of the signature yesterday evening and it was more someone has just copies the name printed on the label rather than a signature.

annoyingly DPD have been adamant that it was the correct address and there were no mistakes with the number, which raises more questions,

So I have spoken to them this morning and the driver did not return to the address he supposedly delivered the package too yesterday as they said he would.......oddly he left early.......what this means I don't know. But they apparently sending him to the address he delivered it too today and going to get him to collect the package,

This all seems a bit odd but they have finally accepted there has been and issue and I have not received the package which is good, so hopefully that will be enough to get my money back and for the sender to start his/her process of a claim
NEtech

Sounds like a wrong number, but how come they have signed in the … Sounds like a wrong number, but how come they have signed in the recipients name? If it were just wrong number the person would just sign their own name and think nothing of it until they went inside and opened it.But most couriers now, if they are not used to delivering to your address mention the name who it is going to, i.e. Mr Smith is it? errrrrr well no, I am Jones. Or yeah sure, I am Mr Smith, lol.



Thanks for the comment, I have been able to shed some light on this situation, apparently there are 2 things required when delivering a package according to DPD, which to me is where a lot of the confusion has led too

Firstly the driver will key in the recipients last name (on the label) in their machine, which updates their system that they have arrived at the correct address via GPRs, now so ive been told they do this whether the package is signed for or not and if retained leave a card about collection or leave a card saying where it is placed in a safe location. This issue with this that if buying online this will update the system as delivered and send that information to the sender.

Second will be the signature itself this is signed for my the person at the address, or the neighbour who is accepting the delivery on the package upon the recipients behalf.

somehow this has all gone wrong at the point of signature as no one can actually say who and where the driver got this signature, very suspicious if you ask me
contact dpd complaints and complain . ask for proof of the signature and gps of driver at the time it was delivered .

also go on social media Facebook. Twitter and share your story .
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