Bad service

On 30th May I called DSV call centre at 7am when they opened to please stop my parcel asap or change of address which there website promotes that it’s simple to do and the consultant I spoke to said it was not a problem she could change my address . She sent me an email for “ peace of mind “ showing a confirmation that the address has been changed . This email was sent to the team that handles the deliveries . Reason she sent me the email as she said it won’t show online when I would track my parcel . The reason I was so stressed is my parcel being delivered the receiver was a ****mer . I even mentioned this to DSV staff numerous times on the calls . Dsv staff did not take this matter any serious to call the driver at all . I didn’t just make one call but made 6 calls between 7am and 11am to make sure this parcel does not get delivered to the original address . All 6 calls they confirmed that it won’t get delivered and there was a note on there side for change of address . I was Denied getting a contact number for Kempton park as this was the hubb the parcel left from and they said they would contact kempton park themselves and I was put on hold . when I had called at 7am the parcel was not scanned out yet it was still at the hubb and only an hour later it was out for delivery . At 1pm the driver delivered the parcel to THE OLD ADDRESS which there was no house but an empty plot and a car waiting for driver . I couldn’t send the driver back to collect the parcel as there was no house ! Anyways after 3 weeks of waiting for DSV to give me an answer of if they will pay me out for there negligence as the item being delivered was quite an expensive item which I had mentioned in all phone calls they have rejected my claim saying the driver was not at fault and delivered the parcel to the original address . I followed all instructions online which shows how to change address and if that could not be done why did all 3 consultants that I spoke to on the day not tell me that I could not change the address . DSV is completely liable for what has happened and they do not want to accept that . I now have been ****med and have lost my item because of pure negligence from their staff . All it would have taken was a simple call to the driver to not deliver the parcel . They had over 5 hours to call the driver and they did not do this .

I spoke to another company that uses DSV regular bases and told me this seems to me a common issue with DSV staff either delivering to the wrong province / address and not delivering to the new address when address is changed when calling in to change .