Dear Senior Management Team,
I am writing to formally escalate an extremely disappointing and unacceptable experience with Delhivery regarding a time-sensitive Rakhi parcel booked from Mumbai/Thane to Bengaluru.
This was not an ordinary shipment. The parcel contained Rakhi material that was specifically sent to reach the recipient before Raksha Bandhan on 28 August. The parcel was picked up from Thane on 24 August and reached Bengaluru on 26 August, which should have provided sufficient time for delivery.
However, despite the parcel being in Bengaluru and repeatedly marked “Out for Delivery”, it has still not been delivered as of 30 August.
Timeline of the failure
24 August: Parcel picked up from Mumbai/Thane.
26 August: Parcel reached Bengaluru and was marked Out for Delivery, but delivery was marked unsuccessful citing “recipient not available”.
27 August: Another delivery attempt was supposedly made with the exact same reason – “recipient not available”.
28 August – Raksha Bandhan: Another supposed delivery attempt was made, again with the same reason.
29 August: Yet another attempt was supposedly made, again citing “recipient not available”.
30 August: The parcel remains undelivered.
The most concerning aspect is that the recipient was available and the delivery agent had the recipient's contact number, yet there was not a single genuine attempt by the delivery agent to contact either the sender or recipient.
In fact, from 27 August to 29 August, more than 30 calls were made to the delivery agent, approximately 8–10 calls per day. Not a single call was answered. Calls were either disconnected or simply went unanswered.
This raises a very serious question:
How can a parcel repeatedly be marked as “recipient not available” when the delivery agent has not even made a reasonable attempt to contact the recipient?
Complete failure of customer support
I also attempted to contact Delhivery customer support repeatedly.
Unfortunately, the experience was equally frustrating. I received assurances that the matter would be looked into, but:
Nobody actually called back.
No proper escalation was initiated.
No meaningful resolution was provided.
No escalation/reference number was provided despite repeated requests.
Promised follow-ups never happened.
I was repeatedly given assurances without any actual action.
In other words, every communication channel that should have been available to a customer failed completely.
A customer should not have to repeatedly chase a courier company for a parcel that is already sitting in the destination city, nor should the customer have to make dozens of calls simply to get someone to answer the phone.
This was not merely a delayed parcel
The impact here is much more than a routine delivery delay.
The entire purpose of sending this parcel was tied to Raksha Bandhan on 28 August. The parcel was picked up on 24 August specifically so that it would reach Bengaluru in time for the occasion.
Because of Delhivery's failure to deliver it despite having the parcel in Bengaluru since 26 August, the purpose and value of the shipment have now effectively been lost.
Delivering the parcel after the occasion has passed does not constitute a satisfactory resolution.
What is particularly upsetting is that this could potentially have been avoided if even one proper communication attempt had been made by the delivery agent or customer support team.
I expect a formal explanation
I request senior management to investigate and provide a written explanation for the following:
Why was the parcel repeatedly marked as “recipient not available” when no call was made to the recipient?
Why did the delivery agent fail to answer repeated calls from the recipient/sender?
What evidence does Delhivery have of the alleged delivery attempts on 26, 27, 28 and 29 August?
Why was no escalation/reference number provided despite repeated requests to customer support?
Why did the promised callbacks and resolutions never happen?
Why was a time-sensitive shipment not appropriately prioritized despite its delivery deadline?
What action will be taken against the delivery agent/operational team responsible for these repeated failed attempts and lack of communication?
At this stage, simply delivering the parcel is not an adequate resolution because Raksha Bandhan has already passed and the shipment has failed its intended purpose.
I therefore expect:
A formal written explanation for the repeated failed delivery attempts.
An explanation for the complete lack of communication from the delivery agent.
An explanation for the failure of customer support and the non-existent escalation process.
Appropriate refund/compensation for the failed service, considering the time-sensitive nature of the shipment and the loss caused by the delay.
Confirmation of the corrective action being taken internally to ensure that such incidents do not happen to other customers.
Most importantly, I expect this complaint to be treated as a service failure and customer experience escalation, rather than being closed with another generic response such as “delivery will be attempted”.
I chose Delhivery expecting a professional and reliable logistics service. Instead, I experienced repeated failed delivery attempts, complete communication breakdown, unanswered calls, broken promises and ultimately a failure to deliver the parcel when it actually mattered.
A courier service cannot simply mark multiple delivery attempts as failed, remain unreachable to the customer, provide assurances without action, and then expect the customer to accept the outcome.
This experience has left me feeling ignored, helpless and cheated, particularly because the issue was repeatedly raised while there was still an opportunity to resolve it before Raksha Bandhan.
I request senior management to intervene personally and provide a substantive response rather than another automated or generic customer-support reply.
I look forward to a written response with the investigation findings and proposed resolution.
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