DHL is not delivering the item arrived in their delivery depot

[diytoolbox]

The tracking shows the item has arrived in the local DHL depot almost 10 days ago, but they are not delivering the good, and everyday the tracking appears as the item scanned in the delivery depot as "arrived in the depot".

The seller is in England and he posted it about 2 weeks ago via DHL, and this item is not arriving.  We have been communicating on the ebay messages, but he is just keep saying we have to wait.  But the due arrival date is about 10 days late, hence we opened Not Arrived Case.  

eBay message in the case menu is that we have to wait until 16th October which is tomorrow, because the case is on hold.   Never had this type of problem before.  What could be the case in here?  Any ideas anyone?  Thanks.

[**peaseblossom**]

DHL have been having a lot of problems recently.   They seem to be struggling to cope with the extra work ebay are putting their way.   If it's a private seller, assuming they used Simple Delivery they are covered for loss or damage in transit.    So ebay will issue the refund and the seller keeps the payment.

[diytoolbox]

We were told by Ebay, we have to wait another few days until they will get back to us for the resolution on this item Not Arrived.   We feel this this is far too long time to wait for the item not arrived case resolution.  Our funds has been out from our bank for more than 2 weeks.   But we don't have the item we thought we purchased.   Very disappointed.     This type of frustration was never the case in the past.  It is so strange that things doesn't work as it used to any more.

The delivery depot is only 20 miles from our address.  It couldn't be the item would take more than 10 days to arrive for the distance of 20 miles on the item that has been paid to deliver by the professional courier company.  The item shows it arrived in the depot 10 days ago, but it just keeps getting scanned everyday telling it arrived at the depot, but no delivery. 

[diytoolbox]

Today DHL is sending fake emails saying  that they attempted delivery to our door.  We have been in the house all day, but no delivery van was seen.  Nothing was heard.   DHL tracking updated as "delivery attempted" but it is not TRUE.   Their tracking is not reflecting truth or reality for this shipment.  

[diytoolbox]

Investigating the fake attempted delivery email content, it doesn't look like a phishing email from unknown sources, because it came via correct eBay message.   And also their tracking is updated for "attempted delivery" which is not true.

Is it legitimate or legal to allow this to happen in eCommerce sites?

[diytoolbox]

Or maybe they attempted to deliver the item to some other property (due to wrong address the seller put on the parcel)?  - this is my wife's guessing.    We don't know.  But one thing for sure is that there was no bell or knock on our door. We have door step video camera running 24 hours/a day, and can prove it.

[diytoolbox]

We are being advised to report any of the fake or false tracking updates and emails from the eCommerce organisations and courier companies to police and  National Cyber Security Centre (NCSC).

[diytoolbox]

We called DHL Depot twice today with the shipment number for the item in the tracking the sender entered in eBay.

DHL asked the delivery address postcode, and when we typed the postcode, they said that DHL has not collected the item from the sender.

We couldn't believe what they were saying, and called them again, and they said exactly the same thing. DHL has not collected the item from the sender.