The Paddy Box Avaliações 1.070

Resposta da The Paddy Box

Atualizado em 2 de abr. de 2024

Hi Mary,

Thanks a lot for your feedback and I do apologise that you are disappointed.
I've taken a look at this case and I can see delivery was attempted twice last week (Monday 25th and Tuesday 26th) but there was no response at the address and no answer on the phone number provided. DHL also sent automated emails to your email address about the failed attempts and SMS text messages on the days of delivery to the phone number provided.

DHL contacted us on the morning of the 28th of March asking that we contact you as their emails were not responded to.

You replied and told us that the recipient was away and would be home on Thursday 28th. We advised that the recipient should contact DHL locally to re-arrange the delivery.

You then replied to say that the DHL docket that was left at the address had an incorrect tracking number on it. This was the case and was a mistake from the driver, but there were numerous emails sent from DHL and ourselves with the correct tracking number on it and the recipient would also have received SMS text messages with the tracking number on it.

Also, if the recipient had spoken to a DHL customer service team member on the number we provided, they would have asked for the address or name of the recipient in an effort to find the correct tracking number.

I do apologise that the box was not delivered before Easter, Mary. However, both DHL and ourselves have made every effort to have the box delivered and sort this situation out for you.

Neither party would have been aware that the recipient was away on the 2 occasions that delivery was attempted and that is completely out of our control. DHL offer a facility to manage deliveries and the recipient would have received a link through an SMS text message so if they knew they were not going to be at the address on the day of delivery, they could reschedule or have it left in a safe place. This option was not used. Also, DHL send automatic correspondence to customers to give information and updates, but we contacted you as DHL did not get any response from the customer or recipient.

A member of our Customer Care team will be in touch again to assist if you need any help having the box delivered.

Best wishes,
The Paddy Box Team