Extremely Disappointing Service – Two Failed Deliveries and No Accountability

I am extremely disappointed with the service I have received from Buffalo Logistics/DPD Laser regarding my parcel.

My parcel was marked as out for delivery, but the driver later changed the status to “client not at address.” The problem is that I received absolutely NO phone call or missed call from the driver.

When I contacted customer service, instead of properly investigating my concern, the consultant repeatedly insisted that their call log showed that the driver had called me. I explained several times that I had received no call or missed call, but she continued insisting that they had “proof” that the driver contacted me. The way the matter was handled made me feel as though I was being accused of lying rather than being treated as a customer raising a legitimate concern.

I then submitted a formal complaint and specifically asked them to provide the exact time of the alleged call and the number the driver supposedly dialled. Those questions were not answered.

I was instead told: “the branch has been requested to ensure that the driver calls upon delivery today.”

Based on that assurance, I waited for my parcel AGAIN. Guess what? It was not delivered AGAIN.

This time the reason on the tracking was changed to “vehicle breakdown.”

So within two consecutive days, I have had two failed deliveries with two different explanations. On the first day, I was supposedly “not at the address” despite receiving no call. After complaining and being assured that the driver would call me the following day, the parcel still did not arrive because of an alleged vehicle breakdown.

I understand that unexpected things such as vehicle breakdowns can happen. What I do not accept is the complete lack of accountability and communication throughout this experience.

Why must the customer continuously follow up? Why was I not proactively contacted when the vehicle supposedly broke down? Why were the questions in my formal complaint ignored? And after two failed delivery attempts, when exactly am I supposed to believe that my parcel will actually arrive?

I should not have to fight this hard just to receive a parcel that has repeatedly been marked as out for delivery.

This has been an extremely frustrating and disappointing experience. I expect Buffalo Logistics/DPD Laser to stop giving me generic responses, investigate what actually happened, and ensure that my parcel is delivered as a matter of urgency.