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Comments:
I have used this company for some while, never outstanding but generally adequate. On Sunday I booked 2 next day shipments to go to separate addresses in the UK. Collection should have been made on the Monday.
At 5pm there had been no collection so I contacted Parcel2go who said they would arrange for collection the next day (Tuesday) when I said it wasn't satisfactory they pointed out their terms and conditions did not guarantee a collection. So I duly booked for the next day and had to call my customers and explain they wouldn’t be getting their orders on the day I’d promised.
On Tuesday morning I had not received confirmation that my order had been accepted so I contacted them again and was told there would be no collection today (Tuesday) would I like to re-arrange booking for tomorrow.
At this point I told them I wanted a refund and would not be dealing with them again.
At 12.30pm I contacted Interparcel.com, who I hadn’t dealt with before, and by 1.15pm TNT had collected my parcels. Guess which company I will be using from now on.
After using Parcel2go successfully last year in their "pre Yodel" days, I've just had a bad experience with them. I needed to get two largish parcels down to London for a trade show where I was exhibiting last week, so I arranged the parcels to be picked up on the Tuesday for pre 10am delivery on the Wednesday. The delivery firm was Yodel.
Tuesday went by with no-one turning up. I couldn't get any sense from P2G apart from "do you want me to rebook it for tommorrow?" so, I decided to call my local Yodel delivery office myself and try and force a pickup. This was about 6pm, and unfortunately the lorries had left for the distribution depot. The Yodel manager promised me that the collection would take place before 12pm the next day. It did, but I spent the next 24 hours panicking that it was going to arrive, but I managed to get my stand built before the start of the trade show.
At 10am today (Tuesday), I was expecting the return of the parcels, but lo and behold - nothing. I tapped the reference number into the tracking box on P2G's website and it stated that they couldn't track the parcel. So I contacted them in the only way that seems to be on their site - the "live chat". I've put a transcript below, and you can see how they totally ignore my request for a refund. So now my Parcels won't be back here until at least Thursday - two days late.
I've since heard of Parcel2Ship, who seem to use delivery companies who have a much better reputation than Yodel, and are much cheaper.
Once I've attempted to get my refund, I'm never going near P2G again.
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Please wait for an operator to respond.
You are now chatting with 'Adam'
Adam: Welcome to Parcel2go.com online. How may I help you today?
Iain: I have just been speaking to emily. P2G7755308 has not been picked up.
Adam: I am very sorry about this Iain i would need to rebook this in for collection tomorrow.
Iain: I'm disgusted. It was sent to London as P2G7755074, and this was picked up a day late so I had to assemble the equipment when the exhibition was starting, and now it's not come back at the correct time.
Adam: I am extremely sorry about this.
Iain: I want it back here as soon as possible, and I feel that a refund is in order. Yodel seem to be a dreadful courier.
Iain: Especially as they were priority before 10am deliveries.
Adam: When would you like me to rebook this in for you?
Iain: asap?
Adam: I will rebook this in for collection tomorrow Iain.
Iain: thank you.
Adam: Many thanks for contacting Parcel2go.com Online. If you do require any further assistance please do not hesitate to come back to us.
Adam: In order for us to continue to improve our services, please take a short moment to tell us about your experience. If you click the small red cross above and then complete 2 or 3 questions that'd be great! Thanks again for chatting today.
Chat session has been terminated by the site operator.
I would strongly suggest that you avoid using Parcel2Go.com
When everything goes right I had no problems, but when it goes wrong they are one of the worst companies I have ever dealt with. I'm now over one hundred pounds out of pocket (£135) after they refused to compensate for a "fully insured" lost delivery. The courier (Yodel) accepted the loss of the parcel in writing to me, but said that parcel2go had to progress the claim. Parcel2go then failed to do for whatever reason (I'm still waiting for that reason 2 months on). Parcel2go in the end closed the claim because "I didn't provide proof of delivery". As it wasn't delivered I don't know how I could possibly have provided that info. However the crux of the problem is the complete lack of continuity in the whole customer service process.
The parcel2go claims process is protracted and they require that you supply information that they already have on file, It seems that this is just to make you jump through hoops. In my opinion the whole system seems geared at making you give up along the way. Their (parcel2go's) final response on the matter was nothing.... they just stopped responding to my e-mails and chat sessions saying that it had been dealt with.
I never got a response to complaint mailed to quality@parcel2go.com I guess my next step is trading standards.
As a company you "can" phone them on 0844 847 2600, but expect to wait for at least an hour, and every time I called I was told that they would "have to contact the courier and get back to me". They never returned one call and I only once responded to my e-mails. The online chat is slow and automated. The system they use (Liveperson.com) is a computer based system that provides automated responses to user input. But in the context of parce2go it's just not fit for purpose. You can tell when a real operator takes over because you the minor grammatical and spelling errors(but this rarely happens)
The reviews on their website are all amazingly positive, despite the fact that I now know more more than one person who has submitted a neutral review.
In conclusion please don't make the same mistakes I have, wasting both my time and my money. Find another/better company to deal with.... there are plenty out there. By comparison Royal Mail was a breeze to deal with when a parcel was lost.
Appalling service, tried them for the first time 17th November this is what transpired.
18th failed collection, re-booked
21st failed collection, again re-booked
24th failed collection, again re-booked
Emailed p2go asked for manager to call to discuss
appalling service no call!
Email received compo offer £.075! this equates to £.02 per hour over the 4 days waiting.
so to cut a very long story short waited in today for courier to collect......wait for it....you guessed no show.
I can only surmise"a bunch of time wasting cowboys" in this economic climate is this how you treat customers!? Katherine Black(customer service rep)
Teribble service they use Yodel to deliver my parcel, Yodel delivered part of the parcel and then claimed the delivery had been made.... im now out of pocket as the sender had to put in the claim. terible terible, always check what courier people use to send your stuff then avoid Parcel to go and YODEL
sent two two weeks apart first one has not yet been delivered it is damaged and awaiting instructions at depot (from whom!!) second parcel sent it has also been damaged and waiting for instructions. no responsibility being taken by parcel2go staff polite but inafective. would not trust them to deliver anything again anyone considering using them has been warned.
Horrified to read comments on this dreadful company, unfortunately after I had used it for the first and last time. Everything, that has been said on the negativity of this outfit is absolutely true. Totally unscrupulous, Even when you take the trouble to Write directly to the Manager based at head office, and sent it recorded delivery at further great cost, no reply, no acknowledgment, nothing. the Managing Director is to appear on Secret Millionaire giving away some of the millions made out of gullible customers. Well he can start by giving back my £20 service charge, plus the value of the item lost £100,for which Parcel2go have made sure I have No chance to make a claim. Do not fall into the trap. Never ever use them. carrier pidgeon could do better.
It takes nearly an hour to make contact via telephone and their much lauded 'webchat' service takes almost 30 minutes to enter into a chat with huge delays inbetween message exchanges.
Very, very poor service with polite but inept staff.
My company dispatches some 2000 parcels per year and should Parcel2Go ever come calling I shall certainly tell them where their parcels can go!
Rubbish and just dreadful. Go elsewhere! (Worldwide Parcel Services looked after us in the end without any fuss!).
Truly awful, I won't be using again. I ordered an urgent car part using the EURO 48 service. Well it did not take 48 hours, it took 10 days!!! They wouldn't even refund me the cost of booking the service. They have an online chat help system which is automated but pretends to be human, laughable.
If you want your item to take twice as long as other other couriers and the company to not refund you incase anything goes wrong. Then use Parcel2go.
If you want your parcel to be dlivered on time, with good customer service incase anything goes wrong; Use another company.
Sent a parcel on the 26-11-2010 and it was not delivered, after chasing was told it was damaged and prohibited goods. It was a bag of tile adhesive double wrapped in heavy duty thick rubble sacks.
They then said they would return my item to me, just contacted them to be told it has been lost and nothing they could do but offer me £10 credit on my account only as I am out of time to cliam for compensation even though I chased them on the 18-01-11 for the third time. Now I am being told it was lost on the 14-12-10. They can not even get there facts righ. I told them to keep the £10 credit as I would not be using them ever again and requested the £24.99 for the cost of my item. The web chat operator said there was nothing more they could do and ended the chat. Wish I had looked into this company before I used them, total rubbish and they never tell you whats going on. This cost me the £6.99 original delivery, £24.99 for my item and £20 I gave compensation to my customer to keep my 100% feedback on ebay as this was the extra cost to get a like for like item out of a local store to them, so a total of £51.98. Thanks parcel2go you are sh1t. Do not use, avoid at all cost and use someone a little more expensive who will at least give your item back it there are problems and keep you informed.
Parcel was delivered damaged on 24th december after transversing the country twice due to DHL not being able to find the address.Put in claim , sent pics , proof of purchase etc and over month on no nearer to getting my money back from Parcel2Go.
I paid the extra insurance to cover this and Parcel2GO seem to be dragging their heels. This machine was mint until DHL destroyed it! The PS3 now does not take in discs and the cover is damaged . Also the flap that covers the card slots is in small pieces.
Correspondence is only by email or helpline and the latter can never help me ,because it is a "claims department matter ."
Why cant somebody phone me and speak to me in person???
It was meant to be picked up so their management can review it , but twice they have failed to pick it up after they gave me the dates.
Seems like automated replies to emails and no one ever answers the phone in the "claims department"
I am now on my 10th email and over a month on from a claim , and getting nowhere.
I would avoid like the plague parcel2go if you are sending anthing of value.
Parce
Such a terrible company to deal with. Placed an order for my parcels to be collected on 9th December 2010, got the daily emails from them stating my booking has been accepted by the courier and is scheduled for collection only to get an email the following day stating unfortunately the courier is was unable to collect your parcel today, this went on until 31st Dec.I haven't received any further emails on any courier collections.
Around 20th December I sent an email to request a refund to my Paypal account, I got the usual "Thank you for your email. This is now being allocated to a customer service representative and we will respond as soon as possible" which they never followed up nor did they give me any updates in regards to the situation with the couriers. Given the bad weather at the time which was understandable but to be sent the tedious and repetitive emails with no regards for customer service nor a positive outcome I was left with the situation to claim a refund via PayPal which to this day (22nd Janurary 2011) I still haven't recieved my money back.
I had to use a different courier agent namely interparcel.com which given credit where due booked my consignment for the following day and my customer received it 2 days later, so well done to Interparcel.com.
As for Parcel2go, waste of time, effort and would advise folks to avoid this company like the plague.
I have used this company twice in the last year their service was quite satisfactory, they did not keep to times exactly but were within reasonable proximity. Their prices were good value.
Whatever they pay their customer service staff is 100% too much. There is no service - no customer contact and absolutely no shame in the way they operate. Collection 2 days late ( we had no snow and the courier is less than a mile away)15 days later, no delivery of three large parcels - how do you lose three??, no tracking, no replies to e-mails, no answers from Live Chat, no telephone help and no one there is bothered. Everything on their website bears no resemblance to the non service we have received and they do not post feedback if it is not good, even on the feedback for just your town. If I can take legal action against them I will and I will certainly be contacting all consumer groups about this company. Wish I had seen Blaggers.com before I used them.
This company is absolutely useless and has completely obliterated the word service from its vocabulary
They collected the parcels several days late on the 20th December after we had stayed in on two other days day waiting for promised collection. Bearing in mind we had no snow and the depot is less that a mile away! 4th January still not delivered Cannot track them, no response to e-mails, the famous live chat just cuts you off when they cannot answer your questions. "We will contact the courier and get back to you" is the constant lie they tell you. No e-mails, no phone calls, no answers and absolutely NO SERVICE!! What is the point of having an online tracking system that does not work and a customer service team who have no answers and give no service? Seems a total waste of wages to me. I still have no idea where my grandchildrens presents are and neither it seems do they. Guess what they have not posted my negative feedback either - funny that!
Totally useless !
Gave them a second chance to improve as I had previous bad service however. I booked for a next day delivery pick up on 17/12/10 it is now 30/12/10 and i have still not had my item collected ! I have contacted their live help repeatedly and have been told it has been rebooked...obviously a load of rubbish. 13 DAYS THEY HAVE FOBBED ME OFF FOR. Iv been on ther live help 10times and I get 'yes its been rebooked' It wasnt and it hasnt ! Disgraceful and totally unacceptable. I have a small business and will never use such an unprofessional organization again. I have asked them for a refund...I shall see how long they take to get that sorted
Middlemen with zero customer service zero & seriously bad communication. 7 days waiting for a parcel to be collected then to be told on the 7th day! Sorry to hear you have cancelled your order. I then contacted another courier who were at the door in 3hrs. Never again Parcel2go total rubbish service by some vans instead of taking the money knowing full well you cant deliver.
I arranged for a Dolls House I had bought for my 4 year old daughter for Christmas to be delivered by Parcel2Go on 24th November, here is a summary of the sequence of events
It was collected on 26th November
I requested and was given a delivery date twice, and arranged to stay home from 7am to 7pm, but the the parcel did not show up
I contacted the Parcel2 go call centre on Friday 3rd December expressing my concern that the parcel has not arrived. I then called and emailed on several occasions and despite being told my concern was being dealt with I received a disappointing response to my concerns.
On Monday 6th December I received conflicting emails from Parcel2Go, one asking me to submit a claim because the Dolls House may be lost/ damaged (didnt say which) and one saying the Dolls House should be on its way!
To be on the safe side I completed and returned the claims form on Monday 6th December - in line with the deadlines, although I stated I did not know what had happened to the parcel, as noone had confirmed
On Thursday 9th December I received an email confirming that the Dolls House was on its way
On Friday 10th December, the delivery man arrived with the parcel. He confirmed he had refused to deliver this for over a week as it was damaged and advised me not to accept delivery. I took his advice and he took the parcel away. I then updated my claims form and resubmitted, as I now had confirmation on what had happened to the Dolls House
I then received an email today from the claims department stating my claim was outside the timescales and had been rejected.
It completely ignored the fact that:
a) the original claims form was completed in line with the timescales
b) despite repeatedly contacting the company, I was not ever advised what had happened to the parcel, I only found out on Friday 10th December, over two weeks from ordering
c) I only found out that the parcel was damaged on Friday 10th - and at this point updated my claims form
I would assume that the deadline for submitting damaged claims, assumes that the person receives the parcel in line with their 1-3 day delivery commitment, this clearly did not happen in my case.
I have found the whole experience of using Parcel2Go very very stressful, upsetting, time consuming and costly. I am a working mother with 2 small children and cannot commit all of this time to trying to resolve this.
I have been trying to escalate my complaint within the company, and despite emailing and calling on several occasions I am just ignored. The whole experience has been terribly upsetting.
An appalling experience. Arranged Saturday collection by HDNL through Parcel2Go. In spite of phone confirmation by HDNL that they had the collection booked they never showed up. Parcel2Go's Live 'Help' is a bad joke - refused to do anything proactive, told me collections were not guaranteed and simply said to book again, for which I had to pay a second time because refunds take several days to process. The second booked collection was for an evening, again by HDNL, who once again failed to show up, although tracking details show that they attempted collection in the morning in spite of having charged me extra for evening. Again Parcel2Go took the attitude that there was nothing they could do about it and refused to let me speak to a Manager. I was told a Manager would contact me the next day - which did not happen - surprise, surprise. In short, a bunch of shysters happy to take your money but unwilling to do anything about it when their agents (the couriers) fail to fulfil their obligations.
Very disappointing. Final price was triple what originally quoted on the first page. Delivery was 2 days late and package delivered seriously damaged and had to be thrown away (£300 worth). Courier company refuse to take responsibility as the booking was made with Parcel2Go.com and Parcel2Go.com have a list of 91 items for which they take no responsibility. I would rather go directly to a courier company where you have some protection. I will never use them again and warn anyone else to delve into their site to find that list of 'no compensation' items where there is a good chance your parcel will be on that list. If not it will most likely fall into the category 'Various' or 'Delicates (all)' which are also no compensation categories.
Fair enough, they themselves did not damage my parcel, but one would assume they would hold DHL responsible as currently DHL blame Parcel2Go.
The extent of the damage is far more than a bump. It looks like it was intentionally destroyed rather than damaged.
Will stay far away from both companies in the future unless I am sending pillows that do not need to be delivered on time.
Hi Sarah, I'm sorry to hear that we have upset you however we have made attempts to contact you regarding these mis directed parcels (my colleague Paul left a voicemail for you yesterday?).
It is my understanding that nearly all of these parcels are on their way back to their correct customers, if you do have any outstanding issues you do have my direct email address so please let me know.
Kindest Regards
George Iveson
Quality Controller
Parcel2go.com
What an absolute joke this company is,i arranged a collection of 6 parcels via parcel2go on 8/9/10,i printed off the hdnl consignment address labels and attached to each parcel,the hdnl driver came and put barcode stickers over all of the barcodes on my parcels incorrectly which i was not aware of and could not chck as he does this at his van whilst loading it so 5 out of the 6 parcels all went to the wrong addresses as he had covered up the correct barcode which would have sent them to the correct customer,as these items were sold via ebay i was soon notified by all customers that they had the wrong items,on the evening of Friday 10th September i called hdnl who told me to contact parcel2go which i did but they were closed all weekend.I spoke to tom clarke at parcel2go on Monday 13th September who said just email me where to pick the parcels up from and where they are to go to and i will arrange for dhl to collect them straight away,sounds easy enough hey????so why have i now had to chase everyday and had countless pointless emails saying that the parcels have been delivered correctly??i could scream because yes according to the incorrectly placed barcodes they have but not according to my printed off correct address labels which should not have been covered by the incorrect barcodes!!!,i have emailed,phoned and been on there live help link everyday to no avail!!,As these items were sold on ebay i have now had negative feedback left,people demanding refunds and disputes opened on my ebay account which as a seller all go against me and i have lost money too!!,all i have asked them to do is collect the parcels back up and deliver them to the correct people!!,i would not recommend this company to anyone,when you ring the call centre they take your number and never ring you back,they ignore emails and basically fob you off,i am 8 months pregnant and have explained this to them and that i can do without this stress for a simple procedure,from now on i would rather pay more for a better service,at the end of the day parcel2go are not the courier i am aware of that-but parcel2go are the ones that you pay for this service so are responsible and it is now Friday 17th September and nothing has still been done-steer well clear of parcel2go as it is a badly run and badly managed company that does not care!!!
We love Parcel2go! We have been using them for years for all our parcels and can count on them to deliver our parcels and the best service each time! We utilise them for sending publications. (magazines, brochures, booklets and other printed material to all our customers around the world) Thank you Parcel2Go!
Good company, no complaints here.
I have used parcel2go.com approx 50 times I always use them when selling large items online. As a private ebay seller I do not have accounts with delivery firms and was paying a fortune at the post office to send big items. Some items were worth less than the postage that Royal Mail or Parcel Force were asking for delivery so I was listing as collection only. This was detrimental to my sales as the item is only accessible to people locally who can travel to collect it, I may aswell have just put it in the local paper. Then someone recommended parcel2go.com I was amazed that I could send pushchairs, cots etc for less than £10. Not only are they good value but it's so convenient I book the collection online, pay with the paypal funds that the buyer has paid me & then the parcel is collected from my home. The parcels are often delivered within 24 hours even on a 48 hour service. Parcel2go always send follow-up emails asking how my experience was & I also get a discount for displaying their logo on my auctions. People are complaining about lost & damaged parcels but this is the carriers fault not parcel2go, they just arrange the courier they do not handle the parcels.
I have absolutely no complaints with parcel2go infact I recommend them to everyone especially people who are limiting their sales by listing as "Collection only" cos they think delivery will be too expensive for heavy/bulky items. Parcel2go.com rock.
Add a comment about this blagger
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Comments:
At 5pm there had been no collection so I contacted Parcel2go who said they would arrange for collection the next day (Tuesday) when I said it wasn't satisfactory they pointed out their terms and conditions did not guarantee a collection. So I duly booked for the next day and had to call my customers and explain they wouldn’t be getting their orders on the day I’d promised.
On Tuesday morning I had not received confirmation that my order had been accepted so I contacted them again and was told there would be no collection today (Tuesday) would I like to re-arrange booking for tomorrow.
At this point I told them I wanted a refund and would not be dealing with them again.
At 12.30pm I contacted Interparcel.com, who I hadn’t dealt with before, and by 1.15pm TNT had collected my parcels. Guess which company I will be using from now on.
Tuesday went by with no-one turning up. I couldn't get any sense from P2G apart from "do you want me to rebook it for tommorrow?" so, I decided to call my local Yodel delivery office myself and try and force a pickup. This was about 6pm, and unfortunately the lorries had left for the distribution depot. The Yodel manager promised me that the collection would take place before 12pm the next day. It did, but I spent the next 24 hours panicking that it was going to arrive, but I managed to get my stand built before the start of the trade show.
At 10am today (Tuesday), I was expecting the return of the parcels, but lo and behold - nothing. I tapped the reference number into the tracking box on P2G's website and it stated that they couldn't track the parcel. So I contacted them in the only way that seems to be on their site - the "live chat". I've put a transcript below, and you can see how they totally ignore my request for a refund. So now my Parcels won't be back here until at least Thursday - two days late.
I've since heard of Parcel2Ship, who seem to use delivery companies who have a much better reputation than Yodel, and are much cheaper.
Once I've attempted to get my refund, I'm never going near P2G again.
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Please wait for an operator to respond.
You are now chatting with 'Adam'
Adam: Welcome to Parcel2go.com online. How may I help you today?
Iain: I have just been speaking to emily. P2G7755308 has not been picked up.
Adam: I am very sorry about this Iain i would need to rebook this in for collection tomorrow.
Iain: I'm disgusted. It was sent to London as P2G7755074, and this was picked up a day late so I had to assemble the equipment when the exhibition was starting, and now it's not come back at the correct time.
Adam: I am extremely sorry about this.
Iain: I want it back here as soon as possible, and I feel that a refund is in order. Yodel seem to be a dreadful courier.
Iain: Especially as they were priority before 10am deliveries.
Adam: When would you like me to rebook this in for you?
Iain: asap?
Adam: I will rebook this in for collection tomorrow Iain.
Iain: thank you.
Adam: Many thanks for contacting Parcel2go.com Online. If you do require any further assistance please do not hesitate to come back to us.
Adam: In order for us to continue to improve our services, please take a short moment to tell us about your experience. If you click the small red cross above and then complete 2 or 3 questions that'd be great! Thanks again for chatting today.
Chat session has been terminated by the site operator.
When everything goes right I had no problems, but when it goes wrong they are one of the worst companies I have ever dealt with. I'm now over one hundred pounds out of pocket (£135) after they refused to compensate for a "fully insured" lost delivery. The courier (Yodel) accepted the loss of the parcel in writing to me, but said that parcel2go had to progress the claim. Parcel2go then failed to do for whatever reason (I'm still waiting for that reason 2 months on). Parcel2go in the end closed the claim because "I didn't provide proof of delivery". As it wasn't delivered I don't know how I could possibly have provided that info. However the crux of the problem is the complete lack of continuity in the whole customer service process.
The parcel2go claims process is protracted and they require that you supply information that they already have on file, It seems that this is just to make you jump through hoops. In my opinion the whole system seems geared at making you give up along the way. Their (parcel2go's) final response on the matter was nothing.... they just stopped responding to my e-mails and chat sessions saying that it had been dealt with.
I never got a response to complaint mailed to quality@parcel2go.com I guess my next step is trading standards.
As a company you "can" phone them on 0844 847 2600, but expect to wait for at least an hour, and every time I called I was told that they would "have to contact the courier and get back to me". They never returned one call and I only once responded to my e-mails. The online chat is slow and automated. The system they use (Liveperson.com) is a computer based system that provides automated responses to user input. But in the context of parce2go it's just not fit for purpose. You can tell when a real operator takes over because you the minor grammatical and spelling errors(but this rarely happens)
The reviews on their website are all amazingly positive, despite the fact that I now know more more than one person who has submitted a neutral review.
In conclusion please don't make the same mistakes I have, wasting both my time and my money. Find another/better company to deal with.... there are plenty out there. By comparison Royal Mail was a breeze to deal with when a parcel was lost.
Matt
18th failed collection, re-booked
21st failed collection, again re-booked
24th failed collection, again re-booked
Emailed p2go asked for manager to call to discuss
appalling service no call!
Email received compo offer £.075! this equates to £.02 per hour over the 4 days waiting.
so to cut a very long story short waited in today for courier to collect......wait for it....you guessed no show.
I can only surmise"a bunch of time wasting cowboys" in this economic climate is this how you treat customers!? Katherine Black(customer service rep)
DO NOT USE THIS COMPANY!
It takes nearly an hour to make contact via telephone and their much lauded 'webchat' service takes almost 30 minutes to enter into a chat with huge delays inbetween message exchanges.
Very, very poor service with polite but inept staff.
My company dispatches some 2000 parcels per year and should Parcel2Go ever come calling I shall certainly tell them where their parcels can go!
Rubbish and just dreadful. Go elsewhere! (Worldwide Parcel Services looked after us in the end without any fuss!).
If you want your item to take twice as long as other other couriers and the company to not refund you incase anything goes wrong. Then use Parcel2go.
If you want your parcel to be dlivered on time, with good customer service incase anything goes wrong; Use another company.
They then said they would return my item to me, just contacted them to be told it has been lost and nothing they could do but offer me £10 credit on my account only as I am out of time to cliam for compensation even though I chased them on the 18-01-11 for the third time. Now I am being told it was lost on the 14-12-10. They can not even get there facts righ. I told them to keep the £10 credit as I would not be using them ever again and requested the £24.99 for the cost of my item. The web chat operator said there was nothing more they could do and ended the chat. Wish I had looked into this company before I used them, total rubbish and they never tell you whats going on. This cost me the £6.99 original delivery, £24.99 for my item and £20 I gave compensation to my customer to keep my 100% feedback on ebay as this was the extra cost to get a like for like item out of a local store to them, so a total of £51.98. Thanks parcel2go you are sh1t. Do not use, avoid at all cost and use someone a little more expensive who will at least give your item back it there are problems and keep you informed.
I paid the extra insurance to cover this and Parcel2GO seem to be dragging their heels. This machine was mint until DHL destroyed it! The PS3 now does not take in discs and the cover is damaged . Also the flap that covers the card slots is in small pieces.
Correspondence is only by email or helpline and the latter can never help me ,because it is a "claims department matter ."
Why cant somebody phone me and speak to me in person???
It was meant to be picked up so their management can review it , but twice they have failed to pick it up after they gave me the dates.
Seems like automated replies to emails and no one ever answers the phone in the "claims department"
I am now on my 10th email and over a month on from a claim , and getting nowhere.
I would avoid like the plague parcel2go if you are sending anthing of value.
!!!!
Such a terrible company to deal with. Placed an order for my parcels to be collected on 9th December 2010, got the daily emails from them stating my booking has been accepted by the courier and is scheduled for collection only to get an email the following day stating unfortunately the courier is was unable to collect your parcel today, this went on until 31st Dec.I haven't received any further emails on any courier collections.
Around 20th December I sent an email to request a refund to my Paypal account, I got the usual "Thank you for your email. This is now being allocated to a customer service representative and we will respond as soon as possible" which they never followed up nor did they give me any updates in regards to the situation with the couriers. Given the bad weather at the time which was understandable but to be sent the tedious and repetitive emails with no regards for customer service nor a positive outcome I was left with the situation to claim a refund via PayPal which to this day (22nd Janurary 2011) I still haven't recieved my money back.
I had to use a different courier agent namely interparcel.com which given credit where due booked my consignment for the following day and my customer received it 2 days later, so well done to Interparcel.com.
As for Parcel2go, waste of time, effort and would advise folks to avoid this company like the plague.
They collected the parcels several days late on the 20th December after we had stayed in on two other days day waiting for promised collection. Bearing in mind we had no snow and the depot is less that a mile away! 4th January still not delivered Cannot track them, no response to e-mails, the famous live chat just cuts you off when they cannot answer your questions. "We will contact the courier and get back to you" is the constant lie they tell you. No e-mails, no phone calls, no answers and absolutely NO SERVICE!! What is the point of having an online tracking system that does not work and a customer service team who have no answers and give no service? Seems a total waste of wages to me. I still have no idea where my grandchildrens presents are and neither it seems do they. Guess what they have not posted my negative feedback either - funny that!
Gave them a second chance to improve as I had previous bad service however. I booked for a next day delivery pick up on 17/12/10 it is now 30/12/10 and i have still not had my item collected ! I have contacted their live help repeatedly and have been told it has been rebooked...obviously a load of rubbish. 13 DAYS THEY HAVE FOBBED ME OFF FOR. Iv been on ther live help 10times and I get 'yes its been rebooked' It wasnt and it hasnt ! Disgraceful and totally unacceptable. I have a small business and will never use such an unprofessional organization again. I have asked them for a refund...I shall see how long they take to get that sorted
It was collected on 26th November
I requested and was given a delivery date twice, and arranged to stay home from 7am to 7pm, but the the parcel did not show up
I contacted the Parcel2 go call centre on Friday 3rd December expressing my concern that the parcel has not arrived. I then called and emailed on several occasions and despite being told my concern was being dealt with I received a disappointing response to my concerns.
On Monday 6th December I received conflicting emails from Parcel2Go, one asking me to submit a claim because the Dolls House may be lost/ damaged (didnt say which) and one saying the Dolls House should be on its way!
To be on the safe side I completed and returned the claims form on Monday 6th December - in line with the deadlines, although I stated I did not know what had happened to the parcel, as noone had confirmed
On Thursday 9th December I received an email confirming that the Dolls House was on its way
On Friday 10th December, the delivery man arrived with the parcel. He confirmed he had refused to deliver this for over a week as it was damaged and advised me not to accept delivery. I took his advice and he took the parcel away. I then updated my claims form and resubmitted, as I now had confirmation on what had happened to the Dolls House
I then received an email today from the claims department stating my claim was outside the timescales and had been rejected.
It completely ignored the fact that:
a) the original claims form was completed in line with the timescales
b) despite repeatedly contacting the company, I was not ever advised what had happened to the parcel, I only found out on Friday 10th December, over two weeks from ordering
c) I only found out that the parcel was damaged on Friday 10th - and at this point updated my claims form
I would assume that the deadline for submitting damaged claims, assumes that the person receives the parcel in line with their 1-3 day delivery commitment, this clearly did not happen in my case.
I have found the whole experience of using Parcel2Go very very stressful, upsetting, time consuming and costly. I am a working mother with 2 small children and cannot commit all of this time to trying to resolve this.
I have been trying to escalate my complaint within the company, and despite emailing and calling on several occasions I am just ignored. The whole experience has been terribly upsetting.
Anna Averis
Fair enough, they themselves did not damage my parcel, but one would assume they would hold DHL responsible as currently DHL blame Parcel2Go.
The extent of the damage is far more than a bump. It looks like it was intentionally destroyed rather than damaged.
Will stay far away from both companies in the future unless I am sending pillows that do not need to be delivered on time.
It is my understanding that nearly all of these parcels are on their way back to their correct customers, if you do have any outstanding issues you do have my direct email address so please let me know.
Kindest Regards
George Iveson
Quality Controller
Parcel2go.com
I have used parcel2go.com approx 50 times I always use them when selling large items online. As a private ebay seller I do not have accounts with delivery firms and was paying a fortune at the post office to send big items. Some items were worth less than the postage that Royal Mail or Parcel Force were asking for delivery so I was listing as collection only. This was detrimental to my sales as the item is only accessible to people locally who can travel to collect it, I may aswell have just put it in the local paper. Then someone recommended parcel2go.com I was amazed that I could send pushchairs, cots etc for less than £10. Not only are they good value but it's so convenient I book the collection online, pay with the paypal funds that the buyer has paid me & then the parcel is collected from my home. The parcels are often delivered within 24 hours even on a 48 hour service. Parcel2go always send follow-up emails asking how my experience was & I also get a discount for displaying their logo on my auctions. People are complaining about lost & damaged parcels but this is the carriers fault not parcel2go, they just arrange the courier they do not handle the parcels.
I have absolutely no complaints with parcel2go infact I recommend them to everyone especially people who are limiting their sales by listing as "Collection only" cos they think delivery will be too expensive for heavy/bulky items. Parcel2go.com rock.
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