Frustrating Delivery Experience

I am not one to typically complain on an open website about service delivery, but our experience with DPD Laser has been extremely disappointing. We placed an order with a company and were notified that delivery would take place on 3 February 2026. We always provide an alternative contact number, but in this case, we did so specifically because we knew the main recipient would be unavailable from 8 February.

On 6 February 2026, the driver called to say they were at the delivery location. We asked them to return later when someone would be available. The driver stated that delivery could then only happen the following Monday. We repeated that they must phone the alternative number, and they confirmed they would. On Monday morning, the driver called the main recipient, and we again asked for delivery to be made later, and the alternative number to be phoned, as we were not available at that time. Understandably, these failed deliveries were due to our unavailability.

However, DPD Laser later claimed that the alternative number had not been provided, resulting in further multiple failed delivery attempts. After engaging with the them to ensure the alternative number was added, I saw a driver at our complex gate today (12 February 2026). I went upstairs to collect my phone to be able to answer should they phone (being unsure whether it was our delivery) but by the time went back downstairs, the driver was leaving and no call had been made. When I followed up, they again stated the recipient was unavailable, even though no attempt to call the alternative number had been made.

While I appreciate the prompt response from the Helpdesk, arranging a delivery and ensuring that an alternative number is contacted should not be so difficult. We were informed to provide an alternative number when placing orders; however, each time we requested that the alternative number be phoned, no one indicated that they did not have access to it. The number was deliberately provided when placing the order, so it is unclear why it did not appear in their system; regardless, this has caused unnecessary frustration.

This experience has been very disappointing, particularly as the delivery was intended as a gift. Almost a week later, after repeated requests for the driver to call before delivery and providing the alternative number, the situation remains unresolved. DPD Laser have advised that the driver will return to our address and complete the delivery, but I truly hope there is no further delay.