The Word

  • Posted : 18/04/2019
  • Name: Richard Bird
  • Subject: Delivery delays


" I have tried to leave feedback but it has been rejected twice not surprising as it is negative as I never received any items of my order as you failed to deliver on the date that I paid for and to date I have had no explanation as to why.I would say that its because you have seen the DPD tracking info and worked out that my order was never going to be delivered on the date I paid for and someone is lying about what happened.Then getting my £384 back took nearly 2 weeks and needed my credit card company to get it. "

Scan's Action

" Thank you for your feedback.

I am sorry to hear of the problems you have experienced with your latest delivery. We have been using DPD for quite some time now and whilst overall, issues are very rare, we do realise that there may be instances where they do not meet the high standards that we expect for our customers. We would like to apologise on behalf of DPD, for any inconvenience or frustration caused.

I can see that whilst SCAN fulfilled our obligations and despatched your order on time for the Sunday service, DPD were unfortunately unable to deliver to your requested pick up shop during the hour window provided to the driver by their automated systems. After your cancellation request, it then took a further week for the parcel to be collected, and another three days before the parcel was returned to our warehouse. In usual cases, where delivery is sent to a home or work address, parcels are returned to us within 24-48 hours. Parcels delivered to pick up shop locations do take a little longer and often there is a requirement to wait until the collection period allowed has run its course before this is collected as has happened here. I believe my colleague may not have recognised this when he advised you that a return should be within 3 days and for that, I sincerely apologise. I have now corrected him to prevent confusion in the future. Once your parcel was received, a refund was processed for you within 3 working days, our current turnaround for returns. This should now have reached you.

I assure you that we are not in the business of providing false information, nor would we think of trading in such a way. As a team, we pride ourselves on our transparency and will to do the very best to assist our customers within the limitations of the logistic process.

All the best,

Team SCAN "