This was my first time using MyDello
This was my first time using MyDello. Before this, I had used DPD for approximately nine years for collections from exactly the same address without any problems.
MyDello arranged a pickup from Paris Fashion Shops at its official, publicly listed address: 14 Rue de la Montjoie, Saint-Denis. Their local transport partner later claimed that the driver could not find the building and therefore did not complete the pickup.
This explanation is very difficult to believe. Paris Fashion Shops is located in one very large commercial building occupied by several companies. Its location is clearly marked from several directions with large “Paris Fashion Shops” signs. As an ordinary foreign visitor who had never been there before, I found it within seconds. It is strange that a local professional logistics provider could not locate such a large and clearly marked building.
Most importantly, the shipper did not receive a single phone call from the driver or the transport company. If the driver had genuinely arrived but could not find the correct entrance or loading area, one phone call would have solved the issue immediately.
Only after the failed pickup did we add the extra instruction “1er Bâtiment Gauche” to make the rescheduled collection easier. This likely refers to the loading or collection area behind the building. It may help a driver find the correct loading point after arriving, but it is not required to locate the large Paris Fashion Shops building itself. Providing this additional instruction afterwards does not mean that the original official address was incomplete.
MyDello then invoiced us an additional €25 plus VAT for the failed pickup and gave the invoice a payment deadline of only one day. Before I had even had a reasonable opportunity to see and process the invoice, I received a warning that it was already unpaid.
When we questioned the charge, customer service claimed that this was a large business park with several buildings sharing the same address. I have personally visited the location and know that this description does not reflect the actual layout. One large building containing several companies was presented as several separate buildings, placing responsibility for the failed pickup on the customer.
The amount itself is not significant. The problem is being charged for a failed collection that was not caused by us, followed by a one-day payment deadline and an explanation based on incorrect information. So far, no GPS data, arrival time, pickup report or evidence of an attempted phone call has been provided.
After nine years of problem-free collections by DPD from the same address, it is very disappointing that my first experience with MyDello resulted in a failed pickup, an additional charge and an attempt to blame the address.
I will update this review if MyDello provides evidence of the collection attempt and resolves the matter fairly.
