Written on: 24/09/2013 by HannahBB
I have spent most of my morning telling any one who will listen what an efficient delivery service River Island are running. So, imagine my surprise when I then hear from my boyfriend who has taken time of work to await the arrival of my parcel that it has not been delivered.
The first thing I did was check River Islands seemingly uber efficient tracking website which told me that my parcel had not been delivered as the driver could not find my address. The only options I was given to proceed via the tracking service was to choose another day or deliver my parcel to a neighbour. The nature of my problem meant that both of these options were invalid so I set about negotiating the labyrinth that is, fist DPD (the couriers), and then River Islands own customer service lines. Both of which, surprise surprise, are dreadful. DPDs line (the courier service used by River Island) has 3/4 options which lead to an automated message before cutting the caller off. The remaining option "1" if anyone else is having this problem finally got me through to a genuine human being: Mark, who, judging by the sound of his voice, really could not be arsed giving any customer service via his customer service line.
I was told by the lovely Mark that DPD would be unable to change the address on my parcel and that I should contact River Islands own customer service line. I did this, not easily I might add, and found myself, after another wonderfully frustrating automated voice parade, on the phone to an employee who sounded like he cared about as much as Mark had before him. He told me, in pure monotone, that River Island were unable to change the address on a package and nor could I cancel my purchase. The reason I was given for being unable to change the address was that the website triple checks the address with the customer thrice before purchase is completed on the website. I then asked the cheerful chap what River Island therefore suggested I do next and was told to call back DPD.
Now, let me just stop there for a moment, at this point neither company will allow me to change my address or take responsibility for my parcel nor am I allowed to return the goods and am unable to change the date or deliver to a neighbour because the courier cannot find the address which I cannot change. Does any one else see how illogical this whole thing is?
Well, luckily for me the person at DPD did who quickly went above and beyond to help me rectify my, admittedly, own mistake with the original address. However, even he could not save the day entirely as I will no longer be shopping at River Island. I had spent over £100 on this purchase alone and no one I spoke with seemed the slightest bit inclined to help me until I explained the situation in full to him at DPD.
Moral of the story? RIVER ISLAND BAD, DPD (THEIR COURIER SERVICE) BAD, THE PERSON AT DPD... THE SILVER LINING.