DPD failing to deliver

DPD ( dynamic parcel distribution - www.dpd.co.uk ) are a courier service owned by Geopost providing parcel delivery services for commercial and direct customers. A recent experience of DPD has shown their customer journey handling has some major holes in it. A parcel was due to be delivered and the day prior to delivery I received an SMS and email asking how and where I would like the parcel delivered allowing me to respond by SMS or log into a customer portal for more options. So far so good. Excellent to be given notice of a delivery and excellent to be given choices in terms of where to have the delivery made complete with a reference number to use. Selecting to have the parcel held at their local depot I chose an evening collection time when I would retrieve the parcel. All good and meeting customer needs. On the day of delivery I received an email alerting me that the parcel was in the depot for collection as requested. Superb customer contact and building confidence in the delivery. Upon reaching the depot I was informed that the parcel was flagged as damaged on the system and what would I like to do. Upon asking when it was damaged was told it was updated as damaged when it reached the depot first thing this morning. Taking a look at the parcel it was in no shape to be accepted with half the box torn off and missing with the interior showing sign of serious damage and some of the contents missing. Clearly not acceptable for a customer collection. When asked why I hadn't been notify received the generic "it's the computer" that someone absolved them of responsibility. Why not notify the customer straight away of the problem and save them time and travel to come and find out late when the end outcome is fairly likely. For epic customer experience the customer needs to be kept informed and given control of the journey. DPD. Epic fail.