Cheap Parcel Delivery Official Discussion

dewmass

dewmass wrote: »

I'm getting extremely concerned now with Parcel Monkey, and I've been using them since the start of the year and they have been perfect up to the last 2 weeks. Firstly, I had a parcel damaged and PM took an age to get my compensation paid.

This last week a more worrying trend. They seem to be sending labels that are not getting recognized by City Link drivers hand held scanner. I had one parcel lost and eventually found last week but now I have one which has completely vanished - this package has a value of £1000.

I know the labels don't work as the driver scanned a parcel in front of me and it came up as Error on his scanner.

After having a nightmare getting £200 compensation I am terrified at the prospect of a £1000 claim. I think I may go direct with UPS in the fuure

As an update to this, the computer has finally arrived at its destination today and to quote the e-mail from the buyer
"hi paul, it finally arrived, and its mangled. it looks like its been dropped. the whole top handle is crushed and the case is bent"

To say I'm not happy would be the understatement of the year. As I say, up to this last week I've been very happy with Parcel Monkey but the labelling error meant my most expensive parcel has been damaged.

parcelmonkey_company_representative

Hi dewmass.

I have sent you an email regarding the alleged damage and informed you that your claim will be handled within 28 days following consultation with City Link.

jammin_2

Please wait for a site operator to respond.
You are now chatting with 'Catherine'
Catherine: Hello, how can I help you today please?
jammin: P2G3822869
jammin: Was it delivered?
Catherine: Can you give me a minute or two to look into it for you?
jammin: Thank you.
jammin: You might remember that yesterday you said you'd email the courier and come back to me before the end of the day, by email. That didn't happen.
jammin: I was told the very same on Wednesday too, but that didn't happen wither.
jammin: Anyway, it should have been delivered either on Wednesday or yesterday - but I'd like confirmation of which day please - as I can't seem to track it online.
Catherine: Sorry for the delay – I’m still looking at this for you.
Catherine: I am sorry as yet we have no reply from DHL, once we do we will uodate you.
jammin: Why DHL?
jammin: Night-line collected the parcel.
Catherine: I am sorry for the confusion.
jammin: ?
Catherine: We have not yet received a reply.
jammin: From DHL or from Night-line?
Catherine: From Nightline jammin.
jammin: So what have DHL got to do with it?
Catherine: I am sorry for the confusion DHL are nothing to do with the delivery.
jammin: Ok
jammin: So Night-line were emailed on Wednesday, no reply, they were emailed again yesterday, still no reply. At which point do you pick up the phone and ring them?
Catherine: Unfortunately it does appear the first email did not reach Nightline. I have now emailed the courier yesterday, it can take 24-48 hours for the courier to reply. As soon as we receive a reply we will update you accordingly.
jammin: Catherine, with the greatest of respect, 1. Why did the email supposed sent by parcel2go on Wednesday to Nightline not reach them? Do you mean that it wasn't sent? 2. What is the point of agreeing an SLA of 24-48 hours for Nightline to respond to an email from you querying tracking of a 24-48 hour service?
Catherine: I am sorry for the trouble this matter has caused. We do hope to hear from the courier soon. Hopefully this should be at some point today. Once we have a reply we will update you accordingly.
jammin: Catherine, if you could answer my two questions please.
Catherine: I am sorry but it can take up to 48 hours for the courier to reply.
jammin: Question 1 was: Why did the email supposed sent by parcel2go on Wednesday to Nightline not reach them? Do you mean that it wasn't sent?
Catherine: No not at all it the email just doesn't seem to have reached the courier.
jammin: Why would you think the email sent on Wednesday did not reach the courier?
Catherine: It has not shown on our system.
jammin: It has not shown on your system that Nightline received your email. Presumably you are talking about a read receipt. In that case, fair enough.
jammin: My other question was, what is the point of agreeing an SLA of 24-48 hours for Nightline to respond to an email from you querying tracking of a 24-48 hour service?
Catherine: The email was only sent yesterday they have a deadline of 48 hours to reply.
jammin: By which case any parcel sent on a 24 - 48 hour service, such as the one in question, would have been delivered.
Catherine: I would like to begin an enquiry for your parcel.
Catherine: I am going to put this parcel onto enquiry. A colleague will then look into this in significant detail. In order for me to create an enquiry it really helps if you can give me as much information about the parcel in terms of the packaging (description, colour, type) and the item itself (make, model, serial number, colour etc.)
jammin: 2.67kg. 40 x 30 x 15 cm. Brown box. Contains a Compaq B1818TU silver laptop.
Catherine: Do you have any further details with regards to the make or Model number>
jammin: The make is Compaq, the model number is B1818TU.
Catherine: I will begin the enquiry for you jammin.
Catherine: It can take 7 days for an outcome on an enquory.
Catherine: I have also sent a claims form to the email address on the order which needs to be completed and returned to [EMAIL="tempclaims@parcel2go.com"]tempclaims@parcel2go.com[/EMAIL].
jammin: Catherine, the item should have already been delivered. It was sent on a 1 - 2 day service, collected on Tuesday of this week. Delivery would therefore have occurred either on Wednesday or yesterday. All I am asking for is confirmation of delivery. I don't want to claim anything and I am not interested in, nor do I have any need for, a 7 day enquiry.
Catherine: The claims form is a precautionary proceedure.
Catherine: Once we have a reply from the courier we will update you via email.
jammin: I've been told that twice Catherine.
jammin: Would you not just give Nightline a ring? We've been chatting for 45 minutes now, how long would it have taken you to pick up the phone and call them?
Catherine: I am unable to contact them via phone as I work on live help only.
jammin: Do you have no phones in your office?
Catherine: Yes it is 0844 847 2600.
jammin: That wasn't my question.
Catherine: I cannot contact Nightline via phone due to me working on live help. I am sorry.
jammin: I understand.
jammin: Is 0844 847 2600 a UK number, Catherine?
Catherine: Yes it is but you can prefix the number to 0044 so that you can contact us.
jammin: I've just tried that number Catherine, can't get through. I think it's because it's a UK non-geographical number which cannot be called from Ireland.
Catherine: You can contact us on 0044844 847 2600.
jammin: I know Catherine, I've just tried but I can't get through. I think it's because it's a UK non-geographical number which cannot be called from Ireland.
Catherine: The number is accessible, the lines are busy at the moment,#
jammin: Catherine, 0044844 847 2600 appears not to be a number that can be called from Ireland - it does not connect.
jammin: Could you give me an alternative number please which is accessible for your Irish customers, such as the geographical number behind your 0844 number.
Catherine: This is the only number we have for our contact centre for customers to ring.
jammin: So your customers in Ireland have no way to ring you?
jammin: Catherine, is Steve Kramer there?
jammin: He's just sent me an email asking me to write a review of my experience with Parcel2go.
Catherine: Steven Kramer is Sales Director and is unfortunately not available to speak with.
jammin: I thought you might say that. What are his contact details?
Catherine: Unfortunately I am unable to provide these details. I#
jammin: You are unable to provide the contact details of the Sales Director to a customer?
Catherine: If you would like to speak to a manager regarding this matter you may call 0844 847 2600. Alternatively you can email [EMAIL="quality@parcel2go.com"]quality@parcel2go.com[/EMAIL].
Catherine: Unfortunately other than the 0844 number there is no other contact number for this office.
jammin: Right, so contacting by phone is out for customers in Ireland, as we have established, so you're saying I should email [EMAIL="quality@parcel2go.com"]quality@parcel2go.com[/EMAIL] and they should be able to ring Nightline for me, yes?
Catherine: [EMAIL="quality@parcel2go.com"]quality@parcel2go.com[/EMAIL] is the contact email for complaints. As advised I have contacted Nightline, once we have a reply you shall be updated.
jammin: As advised I have been informed on three occasions that Nightline have been contacted and that I will be emailed back but it doesn't happen.
jammin: As advised I would like parcel2go to to RING Nightline and ask a simple question: was my parcel delivered on Wednesday or was it delivered yesterday (either is fine - it's a 1 - 2 day service), and who signed for it.
jammin: Actually Catherine, I have another idea. Since you don't have a phone Catherine, would you be kind enough to give me Nightline's number and I'll ring them myself?
Catherine: I also pass your detail to my colleague for him to chase this up with Nightline.
jammin: Does he have a phone?
Catherine: Yes he does.
jammin: Brilliant!
jammin: If he can give Nightline a quick tinkle, I'll hang on here patiently.
Catherine: Is there anything else I can help you with?
jammin: All I need to know Catherine, is was my parcel delivered on Wednesday or was it delivered yesterday (either is fine - it's a 1 - 2 day service), and who signed for it.
Catherine: It wont be an instant reply.
jammin: I understand Catherine, we'll have to wait for your colleague to dial the number, ask the question, receive an answer, relay it to you, and have you type it to me. That's no problem. Should be too long a wait.
Catherine: I cannot guarantee my colleague will be able to contact Nighltline straight. We should be able to contact you by the end of business today with a reply.
jammin: I know you're not being serious there Catherine.
Catherine: I can assure you jammin I am being serious
jammin: You genuinely expect me to wait until the end of today for your colleague to ring Nightline?
Catherine: The call cannot be made straight however I will mark this as urgent.
jammin: I completely understand Catherine. For a moment there I thought that dealing with a simple request from a paying customer might be a higher priority than "end of business today", but you're quite right, that was a silly thing to think.
jammin: I tell you what, let's not disturb your busy colleague. I'm sure he's got lots to do today, what with him being the only one in your office with a phone and all. Let's go back to my other suggestion, kindly let me know the phone number for Nightline and I'll give them a ring myself.
Catherine: The contact number off Nightlines website is 1890 321 890
jammin: Brill. Just a sec..
jammin: Won't be long Catherine, just on hold at the minute.
jammin: Parcel was delivered today at 08:15, signed for by Andy. A day late, but not to worry. Thanks for your help Catherine.
Catherine: Thank you for contacting Parcel2Go.com
Catherine: We would love you to leave feedback on this chat so that we can measure our performance. If you click the small red cross above and then complete 2 or 3 questions I would be very grateful.
jammin: I'll be happy to do that Catherine.

jordanryan

If you put Parcel2Go's number, 0844 847 2600 in to saynoto0870.com then it comes up with various Bolton numbers.....

Aspergers_2

I would just like to add, I have used parcelmonkey several times previously and have perfect service from the couriers.

Ordering through parcelmonkey website has been relatively easy except when I need to contact them.

Yesterday, I booked a collection for a parcel to go to spain. The order was confirmed, my money taken and it went downhill from there.

An email saying my labels are at the end of the link proved incorrect. No labels could be had.

I sent parcel monkey an email reporting this oversight but there's been no reply. I've got no labels!

This morning, while attending the water closet, there was a knock at the door. By the time I got to the door, there was just a slip from DHL saying I need to rebook collection.

I called DHL but, as the driver deleted my order, they can't do anything and suggest I contant PM.

Another email to PM but still no reply.

I called the telephone number but after listening to promises of being put through to a human, it cut me off because they were "too busy". Twice!

I've emailed matt and am now waiting a response.

In conclusion, parcel monkey is a fine middleman service if all goes well but anything out of the ordinary means trouble for the customer. I've paid for the service, but the parcel is still sitting here and no-one has the courage to contact me despite my phone calls to DHL, PM and all the postings I've made.

tippertip

We use DHL services through collectmyparcel.com, their customer service has always been fantastic. Telephone calls answered quickly and problems sorted out.

chartwise

jammin

What an absolute class discussion! Made fantastic reading.

jammin_2

chartwise wrote: »

jammin

What an absolute class discussion! Made fantastic reading.

You couldn't make it up, could you?

waqasahmed

jammin, you could call them via an access number? ie: calling cards?

jammin_2

waqasahmed wrote: »

jammin, you could call them via an access number? ie: calling cards?

I don't know. I don't know what the deal is with calling UK 0844 numbers from outside the UK. I certainly can't call them from my Irish mobile anyway.

I'm just in disbelief at the complete lack of customer focus shown by parcel2go. It's a joke.