‘I was expecting a really important time critical legal document (from Spain to Plymouth,UK) yesterday, the package of which was described as ‘out for delivery’ on the online tracking system. All very reassuring I thought, until 4pm and it still hadn’t arrived. I spoke to a lovely gentleman from customer services who acknowledged it was on the van and he would contact the driver, which he did. Apparently the driver had ‘finished for the day’. I was offered an up to 10.30am slot the next day, which I accepted. The next day, I keep an eye on the DPD tracking system, which at 10am still did not show that the package is even ‘out for delivery’. I was absolutely beside myself and rang customer services, preparing myself for a drive to Exeter depot (from Plymouth) to get the package myself if I had to. The lady from customer services was an absolute darling (I was in quite a state), and she reassured me that the package was on the van and would be with me between 10.27 and 11.27. I noticed there was no change in the tracking system, which I felt would have helped. Anyway, the delivery man did turn up and acknowledged he had a call yesterday from customer services, but ‘was at Tamerton Foliot’. I was most polite, but wanted to say (in a very loud voice) ‘So what, it’s only 3minutes away from here!’ As if reading my thoughts he said that his gadget showed ‘hold back’, but I’m sure that a call from customer services, balanced with a modicum of common sense and willing could have overridden this, to ensure the package got to me on time and as contracted. Interestingly, after delivery, the tracking system updated to show ‘out for delivery’ and ‘delivered’, which kind of defeated the object. I think it is fair to say that I will absolutely NOT be voting this delivery driver for DPD driver of the year, but was really impressed with the kindness and empathy shown by customer service. Thank you generally DPD for getting this package to me; there are many many people who are relieved today as a result :-)