This is regarding an order placed through Amazon.
I believe dtdc was the third party delivery agent.
The order tracking ID is :- D77187299
The dtdc agent apparently called us couple of times. However we received a call from the said number just once, which was missed unfortunately as we were busy with some other works. Once the call was noticed we called the agent back. He spoke and kept on insisting that he can't deliver the package, and asked us to come instead and pick the parcel from the office, stating some unreasonable reasons like, "since you didn't receive the call, I can't deliver the package"; lockdown will be in place etc. It is true that a lock down will be imposed. However that will be in effect from tomorrow, i.e. 29.04.2021, from 10 pm. So in effect there was two full days time, to make the delivery, i.e. Today (28.04.2021) and tomorrow (29.04.2021). He merely made a call, and did not attempt to deliver the product. The address, with the house no and pin code etc is mentioned. It's just that we happened to miss the phone call. With the given details it's not impossible to find out the address. Just as postmen do.
Finally the package was delivered in the evening after requesting the agent politely number of times and trying to work out any other possible solution, despite his unruly behaviour and insistence that we must arrange to pick the package. Please note that there was no necessity on our part to explain the situation as to why we can't come to pick up, because that's exactly why your services have been availed for! It's your duty as the service provider, not a favour on us.. It's just purely business!!!
Even after all this the package was delivered to the neighbor (shop/landmark provided in the address), and not the correct house.
That's what the agent kept saying on the call, despite telling him that it's the adjacent house and not the shop...
The whole exercise of minimizing contact or contact less delivery goes for a toss due to this.
If you are unable of providing good service to your customers, it might be wise to stay out of business.
It was the duty of the company and its employee/agent to ensure safe and hassle free delivery to the customer. If we were only to arrange the pickup, why would we in the first instance, place an order for home delivery?
What was done was purely unprofessional, and almost to the extent of mental harrasment.
Your agent needs to understand what and why a home delivery is requested for and what exactly that means in order to provide the correct kind of service. Kindly educate him/them on the same.
I strongly condemn this unacceptable behaviour and demand an apology for causing so much inconvenience and unpleasantness.
The name of the said agent:- Allwyn
His phone number :- [protected]
It is unfortunate that dtdc doesn't take its customers seriously and continues to provide such unprofessional service.
This is being said not because of this single incident but also wrt to incidences in the past.
Also note that your first customer support who answered upon calling the call center, answered in the same unprofessional, unpleasant and most disinterested tone, as if she was doing us a major favour by receiving our complaint request and later to add to that ubruply hung up the phone, while I was still talking.
It will be nice if dtdc takes appropriate actions against these employees, and strives to provide better service at least in the future.
Because with this kind of services you will only lose your customers.
Hoping for a positive change
Thanking in anticipation,
Noorjahan.
DTDC Courier & Cargo customer support has been notified about the posted complaint.
My parcel no- w60154162