I thought I would post about the experience I am currently having with DHL in order to flag it for the powers that be and as a salutary lesson for others who, like me, rely mainly on deliveries.
I placed and order (not a particularly cheap one, not that that should make any difference) a couple of weeks’ ago, with a set delivery date of last Thursday, 11 October. All was fine until the delivery day, when the message “Delayed” showed up on DHL’s parcel tracker. It seemed to me to be impossible to speak to anyone at DHL, but TWS were very helpful as always and managed to do so and work out that DHL had the parcel at their depot, but had lost it (“didn’t make it onto the van”, they said). TWS kindly processed a replacement order, due for delivery today, 18 October.
Again, everything went fine until the same “Delayed” message appeared on the tracker today (i.e. delivery day). Again, TWS very helpfully got in touch with DHL and parcel appears to have been lost - same explanation, “didn’t make it onto the van”. It really makes you wonder what might be happening in the depot and where that wine is ending up…
TWS are still, very helpfully, trying to sort this out and have escalated with DHL, but delivery today at least looks unlikely. That has really got me a bit upset, because:
- Two of the wines in that order were for tonight’s TWSTaste event, for which I had people coming round especially. If the wines don’t come then that’s out of the window
- It wasn’t as if I left the TWSTaste ordering to the last minute, the wines were supposed to come a week ago
- My wife waited at home all day last Thursday and all day today (looking forward to the tasting, too)
- If this order is lost, and I get another replacement then that’s a total of 20 bottles of wine disappearing into the DHL machine, which doubtless other members would have liked to have drunk! And TWS would have liked to have been paid for!
Anyway, grumble over. And there may still be a happy ending - as I said, TWS staff are being very helpful. But I would be interested to know if TWS has other problems with this carrier; it seems a real risk to keep using them - I feel bad to say it, as I am a huge supporter of TWS, but one has to bear this kind of thing in mind in the future. It also made me wonder about the boxing - those TWS boxes are iconic and a delight to come home to, but they do rather advertise the contents…
And yes, I do know how much better the TWS van is, but that comes to my area on a Monday, when I often can’t arrange for someone to be in. It also wasn’t an option for my replaced order in any event.