This was, without exaggeration, the worst delivery experience I’ve ever had.
I missed a morning delivery (scheduled by Rhenus themselves between 6:30–8:30am) when they arrived around 6:15am. I reached out to them immediately after — but received no response all day. The only way to contact them is via email or WhatsApp. There is no phone number. No way to actually speak to someone when it matters.
I then got hold of the delivery drivers who had called me earlier. They clearly told me in the end via SmS I could collect the item from them directly at their final stop. Acting on their guidance — in good faith — I drove nearly an hour to Bournemouth with my car prepared to pick up the delivery. The drivers were communicative and helpful up until the moment we met at their final stop.
When I arrived, I was told they had just been informed that they were “not authorised” to release the item to me and blamed it on their health and safety policy— even though I was standing right in front of it. No one had informed me of this beforehand, and the drivers themselves didn’t seem to know until the very last moment. Apparently, Rhenus did not authorise this, which neither I — nor the drivers — had been made aware of... Not to mention other data concerning issues about this all.
I wasted nearly three hours of my day, time off work, and fuel — only to be turned away for following their own driver’s instructions.
And then it got worse.
I finally got a reply from Rhenus via WhatsApp. Instead of acknowledging what happened, they blamed me — claiming it was “my own decision” to go, despite the clear guidance I was given. They offered no apology, took no accountability, and spoke as if the drivers weren’t even part of their own company. Their responses were robotic, dismissive, and at times rude.
It was utterly appalling.
In short: Rhenus is disorganised, inconsistent, and takes no accountability for the failures of their own team.
I still don’t have my item, and now I’m being told to speak to the retailer to rebook delivery — which will come with a fee — after doing everything in my power to resolve this on my own. I do admit, it is my fault I missed the delivery. However, everything that came after was just …. Bad :(
Avoid this company if you value your time, your sanity, or your privacy. I know that might not be an option if you’re ordering from DUSK — but I will be making a formal complaint to them as well. I’ll update this review once I receive a response.
