Patricia Pearl - Small Claims Procedure - A Practical Guide


An excellent guide for the layperson in how to use the County Court - a must if you are intending to start a claim.

£19.99 + £1.50 (P&P)

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  1. #21
    Basic Account Holder sherlockz Novitiate

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    Default Re: DX Secure 0844 277 3333

    Hi . New to this site but felt i had to post here. My brother in law works as a delivery driver for DX and has done so for a few years. They deliver everything from Home office documents to items purchased from shopping channels and lots else too. hope this helps a little


  2. #22
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    Default Re: DX Secure 0844 277 3333

    Well, we shall see - Had a postcard through the door at 8.30am this morning. Interestingly I am expecting 2 things - a parcel from QVC-see post#15 but also a threatend SD albeit a SB Account, but that has not stopped them before.

    Being of a suspicious nature thanks to DCAs I did a search and interestingly this thread jumped out at me. Going to go through the website now to arrange a new delivery time. Will update later.

    Every journey begins with a single step

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    The only person entitled to your Personal Finance details is a Judge not a DCA

    Move all banking activity to another banking group if you have a dispute - your funds can be used to offset debts within the same group.

    Be careful with Banking details (card/account numbers) as these can be used to take unauthorised payments.
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  3. #23
    Basic Account Holder doorknocker Novitiate

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    Default Re: DX Secure 0844 277 3333

    hear hear, i also have worked for them for 10yrs+. deliver up to 100 items a day, usually clear 95% plus. only occassionally leave the dreaded cards when client requires mandatory signatureicon or consider it not secure. if i post an item and it goes missing it costs me 150quid! bit rough when only getting about 60p for delivering it! Not the best job in the world for not the best company in the world but generally delivering good things to people and nothing underhand or in conspiracy with the csa


  4. #24
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    Default Re: DX Secure 0844 277 3333

    In my experience this company is legit, in that it delivers for QVC. However, having said that I had cause for complaint as they never appear to 'want to bring their delivery to your attention!' and by that I mean, their first delivery attempt then card was very obtuse in that I never heard them and was in all day. I arranged 2 further delivery dates through the website (free within a 5 hour window) - on the first attempt a card through the door but definitely no knock or ring. The second 'attempt' never happened - it was Christmas Eve and I waited by the window and when no delivery had been made by 2pm I telephoned to be told 'a delivery was attempted at 10.19 am' Funny that as I sat by the window (my sister provided 'comfort breaks'!. Upon further investigation, no-one in my area got a delivery and it was later admitted that the driver took a half day off, telling all customers they were not in!!. So no delivery until after Christmas, I was up and about the next delivery day, and caught the card on the mat and a private car driving away. I managed to telephone and they contacted the driver to return, he was 4 miles away.!!

    I sent in a formal complaint and just received the usual 'sorry, we will look into it' by post.

    Since then I have had 2 deliveries from QVC via DX which have been successful. I now have a note I put on the front door if expecting a delivery via these people that they should knock loudly and ring the bell and then WAIT and give me time to answer the door!!

    Every journey begins with a single step

    Please note: I have no qualifications in this area - my advice is learned from the wonderful members of this Forum. Thanks to you all for your help.

    If you have found my post helpful please leave a short message by clicking the star to the left of my profile - Thank You


    The only person entitled to your Personal Finance details is a Judge not a DCA

    Move all banking activity to another banking group if you have a dispute - your funds can be used to offset debts within the same group.

    Be careful with Banking details (card/account numbers) as these can be used to take unauthorised payments.
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  5. #25
    Basic Account Holder doorknocker Novitiate

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    Default Re: DX Secure 0844 277 3333

    dont doubt you (some of my colleagues can be prats) but i can honestly say the process to deliver is quicker than not delivering and leaving a card. do not know what he/she gains by not delivering. a 2nd call for redelivery invariably takes longer. id check etc. the 4 miles is interesting though, there may be the problem. imagine doing 4 miles between deliveries on 100 drops. its supposed to be multi drop but generally turning into occasional drop, average 1 mile + between drops. and paid per delivery not hourly. sooner your done the better. only way to make money is speed up and do more deliveries.


  6. #26
    Basic Account Holder neilsales Novitiate

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    Default Re: DX Secure 0844 277 3333

    Do not use these people, they are [EDITED AGAIN]. My parcel never arrived, they claimed to have attempted delivery, the date and time they gave me i was at the address, there is no way they even attempted, when i suggested they redliver they told me that there would be a premium charge for doing so. They held me to ransom!!!!! [Edited again]

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  7. #27
    Basic Account Holder CJB666 Novitiate

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    Default Re: DX Secure 0844 277 3333

    Whilst this thread is a tad old it seems that DX Secure is still up to its old tricks. I tried to renew my old passport recently. I used the Post Office's 'check and send' service (or something like that) - paying extra for courier delivery of the new passport.

    After a week and despite trying to track progress of my application via the Passport Office website I didn't get any response. Then I received my old passport back sent Royal Mail 2nd class and unregistered. So at least something was happening.

    Then after another two weeks I tried to track the progress again. This resulted in an email from the Passport Office that my new passport had in fact been sent out for delivery by DX Secure - FIVE days earlier. Now all parties had my mobile no. and my email address but no-one bothered to tell me this in advance. AND NEITHER DID THE DX SECURE COURIER DRIVER LEAVE A CARD. So basically I didn't know anything about any delivery until I inquired. Luckily I have access to the Internet.

    I then raised merry hell via email both to the Passport Office and DX Secure. Apparently the courier driver claimed that he couldn't find a post box in the front door of our block of flats in order to leave a calling card. Obviously he couldn't be ar$ed to look at the front entrance properly since a/ we have an entry phone system, and b/ each flat has its own letter box in the respective front doors. But he couldn't be bothered to get that far.

    Then the next day I received a letter from DX Secure requesting me to contact them via a 0844 premium rate no. to arrange re-delivery. But I fail to understand the *re* part since no real attempt had been made to deliver the thing in the first place. But what riled me was that I was also requested to quote my credit card no. to them to be charged an extra fee for the 're-delivery' when I had already paid a fee to the Post Office for a delivery which had not yet been made.

    Talk about a [problem]. It seems to me that the courier drivers don't make any effort to deliver items - even secure ones - because its easier to simply return the items back to the depot - claiming that delivery was not possible. Then the courier company makes even more money by charging a premium call rate for a customer to arrange for a re-delivery, and also charge them for that re-delivery.

    To me this appears a tad dishonest, and as a previous post here suggests this needs reporting to Trading Standards - which I will do.

    BTW there have been serious accusations that the Royal Mail (allegedly) deliberately fails to deliver mail / parcels etc., because it is quicker and more cost effective to simply deliver red cards even if the recipients are indoors and waiting for the said items.

    Courier companies also seem to doing this, especially for deliveries to flats like ours. It is courier companies and their failure to deliver items (and I haven't even touched on the reported widespread theft of items) that are the weak points in eCommerce. With online sales the quickest and most reliable process is the deduction of cash from a buyer's credit card.The worst aspect is the lack of ability of courier companies to deliver the items purchased.


  8. #28
    Basic Account Holder Chris Griffiths DX Group UK Novitiate

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    Talking Re: DX Secure 0844 277 3333

    Hi

    I work at DX and I can assure you that DX is a genuine, legitimate and trustworthy company. Otherwise I would not work there.

    I apologise on behalf of DX if you have had a bad experience. I can however guarantee that 99.9% of deliveries are completed with any problems whatsoever. The issue that we and all other courier companies have is that some couriers get lazy and don't do their job properly. All our couriers are heavily vetted, so security is not an issue, however DX punish couriers for any lost items and for repeated late/non-deliveries where there is a misconduct case. If you feel that has been an issue then I would urge you to contact us as our customer service team WILL follow up and action will be taken to eradicate any repeat issues. I appreciate that this may not be to much of a consolation to you on this occasion, but I can guarantee you that our action will be far swifter than many of our competitors.

    I hope this episode does not ruin your image of DX as it is clear there a minority of couriers who need a reality check. I suggest you contact our team who can try and help with this situation.

    Once again, we apologise for the inconvenience you have had, but be rest assured we do not take non-deliveries lightly. It is not in our interesticon not to deliver.

    Chris



    Quote Originally Posted by CJB666 View Post
    Whilst this thread is a tad old it seems that DX Secure is still up to its old tricks. I tried to renew my old passport recently. I used the Post Office's 'check and send' service (or something like that) - paying extra for courier delivery of the new passport.

    After a week and despite trying to track progress of my application via the Passport Office website I didn't get any response. Then I received my old passport back sent Royal Mail 2nd class and unregistered. So at least something was happening.

    Then after another two weeks I tried to track the progress again. This resulted in an email from the Passport Office that my new passport had in fact been sent out for delivery by DX Secure - FIVE days earlier. Now all parties had my mobile no. and my email address but no-one bothered to tell me this in advance. AND NEITHER DID THE DX SECURE COURIER DRIVER LEAVE A CARD. So basically I didn't know anything about any delivery until I inquired. Luckily I have access to the Internet.

    I then raised merry hell via email both to the Passport Office and DX Secure. Apparently the courier driver claimed that he couldn't find a post box in the front door of our block of flats in order to leave a calling card. Obviously he couldn't be ar$ed to look at the front entrance properly since a/ we have an entry phone system, and b/ each flat has its own letter box in the respective front doors. But he couldn't be bothered to get that far.

    Then the next day I received a letter from DX Secure requesting me to contact them via a 0844 premium rate no. to arrange re-delivery. But I fail to understand the *re* part since no real attempt had been made to deliver the thing in the first place. But what riled me was that I was also requested to quote my credit card no. to them to be charged an extra fee for the 're-delivery' when I had already paid a fee to the Post Office for a delivery which had not yet been made.

    Talk about a [problem]. It seems to me that the courier drivers don't make any effort to deliver items - even secure ones - because its easier to simply return the items back to the depot - claiming that delivery was not possible. Then the courier company makes even more money by charging a premium call rate for a customer to arrange for a re-delivery, and also charge them for that re-delivery.

    To me this appears a tad dishonest, and as a previous post here suggests this needs reporting to Trading Standards - which I will do.

    BTW there have been serious accusations that the Royal Mail (allegedly) deliberately fails to deliver mail / parcels etc., because it is quicker and more cost effective to simply deliver red cards even if the recipients are indoors and waiting for the said items.

    Courier companies also seem to doing this, especially for deliveries to flats like ours. It is courier companies and their failure to deliver items (and I haven't even touched on the reported widespread theft of items) that are the weak points in eCommerce. With online sales the quickest and most reliable process is the deduction of cash from a buyer's credit card.The worst aspect is the lack of ability of courier companies to deliver the items purchased.



  9. #29
    Basic Account Holder spots1 Novitiate

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    Default Re: DX Secure 0844 277 3333

    Been reading this post and have say to the above poster that the last paragraph is a tad wrong....they say " it is not in our interesticon not to deliver" well it seems that it is one the first try as they make money out of trying to deliver at a later date !

    Think the DX team need to get the facts right ...premium tel nos are a sure way of making cash ...as if they do not know this!!!


  10. #30
    Basic Account Holder Chris Griffiths DX Group UK Novitiate

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    Default Re: DX Secure 0844 277 3333

    Hi

    I can assure you that you are wrong on this. 99.9% of deliveries are completed 1st time round. It is of course no help to the 0.01% who don't but I know from first hand experience that DX are interested in delivering 1st time. Reputation is a big thing in many industries and the courier/mail industry is no different.

    It is absurd to suggest DX would operate with anything other than the customers best interests at heart. We are a well managed, decent company. So to suggest otherwise is pure nonsense. I am afraid that just a small selection of couriers let the team down. As I have said above, we work hard to route out poor couriers to ensure there is no repeat.

    Not many of our competitors work so hard on the customer experience as we do - I can assure you that.

    I respect the fact that no matter what I say here, your opinion may not change, but all I can do is give you clarity of our position and thinking. We are not a monster, but a large mail/courier company with the vision to provide top service to each and every customer.

    Thanks

    Chris


    Quote Originally Posted by spots1 View Post
    Been reading this post and have say to the above poster that the last paragraph is a tad wrong....they say " it is not in our interesticon not to deliver" well it seems that it is one the first try as they make money out of trying to deliver at a later date !

    Think the DX team need to get the facts right ...premium tel nos are a sure way of making cash ...as if they do not know this!!!



  11. #31
    Basic Account Holder Jo_antho Novitiate

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    Default Re: DX Secure 0844 277 3333

    Chris at DX, it's unfortunate that the only good comments in this thread towards DX are of its employees and not of any consumer. I don't doubt that your company has a 99.9% 1st time delivery rate, however it is then odd that I'm unfortunate enough to be part of the 0.01% not ones but TWICE in less than two weeks. That strikes me as a bit odd, and surely doesn't give me a good impression of your company. A delivery went wrong the first time round, it happens, however twice in less than two weeks to me is not "an unfortunate incident", it strikes me more as a normal occurence.

    What frustrates me is not necessarily the fact that neither deliveries were done on the date that your company said they would, but the lack of communication, no explanation as to why you were not able to deliver the items on the day specified and also the fact that both times I've had to chase and call an 0844 number go through an automates system and get cut off at the end. Why would it not be standard procedure to call or text the client on the day if there are any issues with the delivery?? instead a text goes out the next day requesting the consumer to get in touch to rearrange delivery. It's very impersonal and comes across as lack of care and certainly does not give the impression that you have us as the consumer's best interesticon at heart.

    My opinion would have changed had it not been for the fact that the second delivery done in less than one week of the first one was an equally disastrous experience. I've written to DX complaining about this, haven't heard anything back, not even an email. As a consumer all I want from a company, that states they've got MY best interest at heart, when something doesn't go well, is for the company to A: look into the issue and come back and report as to where/why it went wrong, B: apologise and C: as a good will gesture compensate for the inconvience it caused.

    If reputation and being a top service provider is indeed your company's Aim, then for us unfortunate enough to be part of your little 0.01% going the extra mile and looking into what went wrong shouldn't take much and should be fairly straightfoward, shouldn't it?.


  12. #32
    Basic Account Holder Chris Griffiths DX Group UK Novitiate

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    Default Re: DX Secure 0844 277 3333

    Hi

    Can you please email me at chris.griffiths @thedx.co.uk in order for me to get you in touch with the correct department at DX in order to speak with you personally to try and resolve your issue. We want to avoid a repeat issue here and ensure we stamp out any poor service experiences. In your email please provide your name, email, telephone number so that we can contact you.

    Your feedback will be really useful to help us improve our service further.

    Many thanks





    Quote Originally Posted by Jo_antho View Post
    Chris at DX, it's unfortunate that the only good comments in this thread towards DX are of its employees and not of any consumer. I don't doubt that your company has a 99.9% 1st time delivery rate, however it is then odd that I'm unfortunate enough to be part of the 0.01% not ones but TWICE in less than two weeks. That strikes me as a bit odd, and surely doesn't give me a good impression of your company. A delivery went wrong the first time round, it happens, however twice in less than two weeks to me is not "an unfortunate incident", it strikes me more as a normal occurence.

    What frustrates me is not necessarily the fact that neither deliveries were done on the date that your company said they would, but the lack of communication, no explanation as to why you were not able to deliver the items on the day specified and also the fact that both times I've had to chase and call an 0844 number go through an automates system and get cut off at the end. Why would it not be standard procedure to call or text the client on the day if there are any issues with the delivery?? instead a text goes out the next day requesting the consumer to get in touch to rearrange delivery. It's very impersonal and comes across as lack of care and certainly does not give the impression that you have us as the consumer's best interesticon at heart.

    My opinion would have changed had it not been for the fact that the second delivery done in less than one week of the first one was an equally disastrous experience. I've written to DX complaining about this, haven't heard anything back, not even an email. As a consumer all I want from a company, that states they've got MY best interest at heart, when something doesn't go well, is for the company to A: look into the issue and come back and report as to where/why it went wrong, B: apologise and C: as a good will gesture compensate for the inconvience it caused.

    If reputation and being a top service provider is indeed your company's Aim, then for us unfortunate enough to be part of your little 0.01% going the extra mile and looking into what went wrong shouldn't take much and should be fairly straightfoward, shouldn't it?.



  13. #33
    Basic Account Holder spots1 Novitiate

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    Default Re: DX Secure 0844 277 3333

    Let us know how you get on jo_antho ...CAGicon likes to keep things in the open


  14. #34
    Basic Account Holder kayf Novitiate

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    Default Re: DX Secure 0844 277 3333

    We've had the same thing happen this morning and I am FURIOUS. We have been up since 7am with our 3 year old daughter waiting for delivery of my husband's passport & visa so that we can go on holidayicon tomorrow. Logged onto the website at 10am to see whether it was definitely out for delivery & it said that delivery was attempted at 8.30am and that a card had been left. We have received no card, no phone callicon (which they also claimed to have made after we called to ask about it) & certainly no buzzer - which is loud enough to wake the dead!! But, what do you know, we have to pay 10 to get the passport "redelivered" today. I am absolutely disgusted. As members of the press, we shall be making sure that this issue is made public. It's a [problem], pure & simple.


  15. #35
    Basic Account Holder Chris Griffiths DX Group UK Novitiate

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    Default Re: DX Secure 0844 277 3333

    We apologise that this has happened. This quite simply should not happen and is a very rare occurance. We will try and identify the courier and understand what has happened here. It is not good enough and will ensure this gets rectified asap.





    Quote Originally Posted by kayf View Post
    We've had the same thing happen this morning and I am FURIOUS. We have been up since 7am with our 3 year old daughter waiting for delivery of my husband's passport & visa so that we can go on holidayicon tomorrow. Logged onto the website at 10am to see whether it was definitely out for delivery & it said that delivery was attempted at 8.30am and that a card had been left. We have received no card, no phone callicon (which they also claimed to have made after we called to ask about it) & certainly no buzzer - which is loud enough to wake the dead!! But, what do you know, we have to pay 10 to get the passport "redelivered" today. I am absolutely disgusted. As members of the press, we shall be making sure that this issue is made public. It's a [problem], pure & simple.



  16. #36
    Basic Account Holder spots1 Novitiate

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    Default Re: DX Secure 0844 277 3333

    Quote Originally Posted by Chris Griffiths DX Group UK View Post
    We apologise that this has happened. This quite simply should not happen and is a very rare occurance. We will try and identify the courier and understand what has happened here. It is not good enough and will ensure this gets rectified asap.
    How can it be rare ? Seems to happen often enough .


  17. #37
    Basic Account Holder kayf Novitiate

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    Default Re: DX Secure 0844 277 3333

    Hi Chris,
    Both my husband & I have emailed you directly, too. Apologies are great, but we have still been charged 10 extra for a service that should have been completed without any need for us getting to this point, and, should your courier find it impossible to locate our door buzzer or, God forbid, letterbox again today, we will also not be going on holidayicon. We have been told that the passport will be delivered by 12.30 today, and I would appreciate it if you could ensure that that DOES happen. We understand that mistakes happen, but what is totally unforgivable is to be told blatant lies when the problem is flagged up. We have now been told that, despite the claim that a card was left (which we have not been able to find for love nor money), the courier "could not access the property to leave a card". The building has a letterbox! If your courier could not locate a hole in the door, s/he obviously requires extra training!


  18. #38
    Basic Account Holder Chris Griffiths DX Group UK Novitiate

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    Default Re: DX Secure 0844 277 3333

    Quote Originally Posted by spots1 View Post
    How can it be rare ? Seems to happen often enough .

    Hi

    I understand your comment. We deliver millions of items per year. Clearly you will understand that when successful deliveries are made, no-one will comment as it is expected that they will receive their parcel. However as soon as there is an issue, people hop straight on to forums to complain (which is to an extent understandable). Yes there are a few complaints (which we are attempting to address), but as a percentage compared to successful deliveries it is under 1%.


  19. #39
    Basic Account Holder Chris Griffiths DX Group UK Novitiate

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    Default Re: DX Secure 0844 277 3333

    Hi

    I believe that one of the DX Secure team may currently be in contact with you to address this and resolve.

    If this is the case, please let me know. You will then see that we take non-deliveries seriously and accept that we are a legitimate delivery company.

    All delivery companies have non-deliveries from time to time. I apologise that on this occasion it was you.


  20. #40
    Basic Account Holder kayf Novitiate

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    Default Re: DX Secure 0844 277 3333

    Many thanks Chris. Yes, we have been contacted and assured that we will have the passport delivered by 12.30 & a refund of the 10 charge. Obviously, the passport is not in hand yet so until it is, we won't be entirely satisfied customers, but I appreciate you chasing this up for us.



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