Christmas is fast approaching, with millions around the country relying on carriers to deliver presents for their loved ones, but what happens when a Parcelshop loses your parcel?
That’s what’s just happened to a lady in Berkshire, who ordered a £170 item from Ninja. Knowing it would be delivered by DPD, and knowing that she’d be out at the time, she did the sensible thing and arranged for the parcel to be delivered to her local parcelshop so that she could collect it on her way home from work.
DPD have been their normal fantastic selves, delivering the package to the selected parcel shop, but that’s where things went wrong. Once the item arrived, it was left next to the grey sacks for the Postie to collect (This particular parcelshop is also a Post Office). And yes, no guessing what happened next, Royal Mail collected and, somewhat understandably, apparently took not just the sacks of outgoing mail but also picked up the DPD parcel and that’s the last that’s been seen of it.
The lady has been in touch with Ninja, but they’re unwilling to replace or refund currently saying that tracking shows it’s ready for collection. DPD can also see the tracking and there’s frankly not a lot they can do. The parcelshop have asked their Postie to return the parcel, but best guess is that it’s gone off with a load of other parcels and is somewhere in Royal Mail’s Swindon depot with no one knowing what to do with a parcel carrying a DPD label.
We’ve contacted the PR departments of both Ninja (still waiting for a response) and DPD (who have been incredibly helpful and promised to escalate to their Ninja account lead), but in the mean time the only solution appears to be to wait until the 21st, the latest deadline to collect the parcel, at which point it’ll probably be refunded at some point.
In the mean time (one Christmas present and £170 down), time’s a ticking and it’ll be touch and go if a replacement is possible in time for hastily wrapping on Christmas eve. We know that ultimately it’s the seller that’s responsible, DPD have gone over and above, and the Parcelshop are the real culprits, but where’s the escalation system for rectifying this problem in time for Christmas?
I have to be honest and say this is a most unusual set of circumstances, but if anyone else has had a parcelshop lose their parcels we’d love to hear from you and what the resolution was.
