Hi,
On Friday 23rd I decided to upgrade as my current handset was barely working and there were some good deals on. Due to this I wanted to receive my new handset immediately, I ordered a Mate 20 Pro Twilight over the Pixel 3 because it was available for next day delivery according to the person I was speaking on the phone with, Moreover, I paid extra for this service. I was told I would receive 2 texts from dpd about my tracking details; one on Friday and one on Saturday stating the delivery window. I received no such text on Friday and called in early morning on Saturday to check up what was going on.
On this phonecall at 8am I was told my new handset is on the way and was roughly told it was an error as there were so many orders put through that weekend the courier's didn't send out the texts. So I decided to wait for the phone and didn't go to work. I waited until about 2pm until I finally got a text from dpd saying my parcel would be arriving on Monday 26th. Obviously this upset me as I felt like I was lied to by multiple people in customer services and I missed on a day of work because of this. So I decided to call again and was connected to a team leader/manager and I explained my situation to him. He was fairly understanding why I was upset about this situation and said my phone would arrived on Monday guaranteed plus I did get a refund on the delivery cost and requested money off my next bill for the inconvenience. This person also gave me his email so I could update him once the parcel arrived on Monday. All of this made the situation less stressful knowing my phone would be arriving for certain on Monday.
On Monday I tried to track my parcel and saw that it was already at my local depot and waiting to be delivered to me. But I wasnt given a specific time or anything such as the one hour window. So I waited and waited for my guaranteed delivery until the tracking status suddenly changed to "being held at depot" and ETA changed to Tuesday. So I tried to contact the courier dpd who are impossible to reach via phone as you are kept on hold forever, so I used their buggy chat service and asked what's going on with my parcel. I was told there was interruptions at the depot hence they couldn't deliver on the day. So I asked if I could pick up the parcel myself from the depot as it isn't very far from where I live and I did not want to wait for this parcel another day and miss work again. I was told I couldn't do this and they said the parcel will arrive on Tuesday 27th. Then the tracking status changed to "Your parcel will arrive between 8:30am-10:30am as requested" or something along those lines, I never requested that to begin with but whatever. I also emailed the manager I spoke to on Saturday and haven't got a response yet.
It's Tuesday 12:46pm as I am writing this and my parcel is still at the depot, I can't get any updates with them other than it's at the depot. Am I in the right to be upset here? I need the phone as my current one is not working and I am currently being billed on my new contract that I don't actually have access to. What do I do from here? I've missed several hours of work, money, and my sanity to an extent due to this massive inconvenience.
