DPD parcel stuck at depot

[TopherS]

SO... I ordered a new phone and smart watch. DPD attempted delivery twice  - on days that I said I wasn't available. (Wed then Thurs)

On the day I said I was available (Friday) no delivery was attempted and the info on the DPD app shows that it's being returned to Sky, at Sky's request. After speaking to Sky they say the parcel will be redelivered to me. However after speaking to DPD they say it will return to sender... and i go round and round in circles. The parcel is just sitting in the local depot now for a few days and nothing is being processed. 

Sky are adamant that they have requested a redelivery to me via the DPD portal but DPD cannot see the requests. I was guessing that this is because the return to sender request has assigned a new tracking number to the parcel (later confirmed this is the case, with DPD) and any requests Sky make is on the original tracking number. DPD have said numerous times now; "get somebody at sky to log into the DPD portal, search the new tracker ID, change the delivery address from the Sky building to the correct address and they would send it". they say it like 'yeah this is basic and we're happy to do it but only sky can request it'

I have contacted what feels like every department at Sky and nobody seems to have access to the DPD portal or even knows what it is. I've been passed around about everywhere and left on hold for up to 20 mins and i get nowhere. So I'm stuck... and so is the parcel. I don't want to cancel and re-order as the special offer that was on when i placed the order is no longer available 

How do I fix this? 

Please and thank you. 

[63johnw]

Hi @TopherS  try an official complaint. 

https://www.sky.com/help/articles/how-to-make-a-complaint

[caesarome]

---

@TopherS wrote:

How do I fix this? 

Please and thank you. 

---

Not easily by the sounds of it !

DPD should have give you a one one hour delivery slot so is there nobody with the same surname that could have been there that could have taken it in for you. The fact you are not available on certain days doesn't come into it will courier deliveries as you have discovered.

I think you are going to have to wait to see what happens as there is a chance that after two failed deliveries that it is returned to Sky I would have thought.

[Daniel0210]

@TopherS 

I agree with @caesarome 

When your order was ready you should have received an email from Sky, and then another from the courier (in the UK that’s usually DPD) which should have details of your 1 hour delivery time slot.There was no requirement for you to stay in all day. 

[skippy428]

I've got a similar problem only, my parcel has been received by DPD but has not gone out for delivery.  It has not been scanned since the 4 Jan.

i have been to every department with sky nobody can help, on hold for up to an hour. The loyalty team managed to raise a case with the mobile case department on Wednesday last week and they were ment call me but I have received nothing.  

the mobile case department don't receive calls so can't be put through to them.

DPD are of no use the chat is all automated and offers no real help or advice.  I managed to speak to a real person their once who says that my parcel is lost.

[TopherS]

They did give me a one hour slot. But I cant use my phone at work so didnt see update till on my lunch break. Saying that, only 2 hours earlier that same day they said to expect a 3 day delay due to weather so I didnt expect delivery. By the time I saw the update for the slot I was at work 50 miles away and didnt have time to arrange for somebody to house sit. Sadly it looks like this will be sent back and cancelled - probably the last thing i order from Sky. 13 year platinum VIP customer who's ready to bin the whole lot. The customer service isn't worth the premium price anymore. 

[TopherS]

thanks but i have a feeling that an official complaint will takes weeks to reply and process. by which point the parcel will have been returned and order is cancelled 

[Daniel0210]

---

@TopherS wrote:

i have a feeling that an official complaint will takes weeks to reply and process. by which point the parcel will have been returned and order is cancelled 

---

@TopherS 

Once submitted Sky would have up to 8 weeks to resolve a complaint or issue what's called a deadlock letter.

[TopherS]

wow, 8 weeks! is a deadlock letter basically when you reach an impasse and connot resolve a complaint? 

[caesarome]

@TopherS 

Pretty much, if Sky haven't resolved the issue within 8 weeks then the deadlock letter lets you take your complaint to the next stage which is with the Communications and Internet Services Adjudication Scheme (CISAS), an independent alternative dispute resolution scheme who will review your complaint. If it decides that your complaint is justified, Sky will act on any decision made and put things right for you.

[TopherS]

cool cool. i have a callback tomorrow (hopefully) and depending what happens i'll maybe go down this route. thanks for letting me know