Cheap Parcel Delivery Official Discussion

jordanryan

Strapped wrote: »

I have two parcels booked with PM for Mon (before I read the above lol) - slightly nervous now, but I'll let you all know how I get on.

I'm sure they'll be fine. Just think how many they must deal with and only a few go wrong...

anon_ymous

@ Jordanryan @ my earlier post: surely you could still take PM to court for:
financial loss(ie parcel was cancelled and NOT lost, so your parcel is somewhere within the system)
and for not providing a service that you paid for?

jordanryan

waqasahmed wrote: »

@ Jordanryan @ my earlier post: surely you could still take PM to court for:
financial loss(ie parcel was cancelled and NOT lost, so your parcel is somewhere within the system)
and for not providing a service that you paid for?

Sorry wasn't knocking that comment. It was the general bit about PPP. Not comparing with PM in any way.

anon_ymous

Oh no. I was genuinely asking the question whether people could take PM to court, as this has happened twice now!(though luckily not to me) First, they authorised for a signature not to be taken, and then they authorised a cancellation

crantinope

What do you need to do to get decent/any customer service from them:mad:

1st June - Book collection for 3rd June for a next day delivery.(HDNL, great)
3rd June - Although someone is in all day, we get the phantom knock & "sorry we missed you" card.
3rd June - Contact ParcelMonkey via chat, and they confirm collection rescheduled for 4th June.
4th June - Well what do you know, no one comes. Contact made via messaging service on site complaining about above.
5th June - Email received apologising for above and confirming collection rescheduled for 7th June.
5th June - reply sent to ParcelMonkey, requestiing a refund as goodwill gesture (at least) as what I paid for was not fulfilled.
NOTHING
NOTHING
7th June - Parcel collected
8th June - Chaser sent to ParcelMonkey regarding refund.
8th June - Email sent to ParcelMonkey Rep here on MSE forums (granted, he was away).
9th June - Hey Presto, reply from the ParcelMonkey "team" asking for Paypal details to make refund.
6 days of NOTHING :mad:
15th June - Another chaser sent (including Matt)
17th June - Another chaser sent (including Matt)
21st June - Hooray, Matt replies.

I apologise for the length of time a simple refund has taken.

. Fine I think, I update him with the state of play and wait for my refund.
25th June - Chaser sent again, as I am STILL waiting to be refunded!!!!!!
27th June - Still nothing!!!!!

To add to this situation, the "Next day" delivery attached to the parcel collected on the 7th June counted for nothing, as it was actually delivered on the 11th June!!!!. I'd like to think I have been reasonable in the amount of chasing I have done, but I don't think this is the way to treat customers who have not received a service they have paid for. It is now 18 days since I was offered the refund, and a further 6 days since I received an apology about it being "an unacceptable period to be waiting for a refund".

crantinope

'Tessa' at parcelmonkey is 'looking into it'

Good luck, that is who offered me my refund in the post above yours

anon_ymous

Parcelmonkey are treading some dangerous ground here. They will lose more and more customers, if this is how they are operating

People will pay p2g, ppp, interparcel, and other low cost couriers to transport items for them.

jammin_2

waqasahmed wrote: »

People will pay p2g, ppp, interparcel, and other low cost couriers to transport items for them.

Transglobal Express (DHL) always cheapest for me!

parcelmonkey_company_representative

Hi thyreus4,

Your post yesterday has been passed on to Kevin at our claims department and our MD.

It's the issues such as yours that we are looking to remove from our business and have began some new processes recently which should help.

As Jordanryan posted today it is only a few percent of our shipments that result in problems one way or another but for those concerned it is a big problem and one we have to resolve quicker than we currently do at times.

parcelmonkey_company_representative

Crantinope,

The email you sent me the other day has been passed on yet again for the refund you are owed to be paid.

I stand by my comment that the problems you have faced for a simple refund are not good enough and I will speak with my MD at length tomorrow to arrange a compensation payment also.

Once again sorry for the poor level of service you have faced.