Cheap Parcel Delivery Official Discussion

waqasahmed

Im not backing PM up, however if parcel2go were the cheapest here, the masses here would go to p2g, and they would also get their share of negative stories. Not many people will post stories praising companies, but a lot more will complain

parcelmonkey_company_representative

Waqasahmed,

Thanks for the above post. If every one of our customers posted on here who got their package picked up and delivered on time the thread would run into many hundreds of pages.

As it is we get around 1 or 2 posts a day on here resulting from problems either our end or down to the courier and rightly so we have a duty to sort them out.

In a way because people know I monitor this thread when I can they also post their problems here which may put others off but in general our success rate is very high.
Since we decided to stop using HDNL we have seen much improved service levels as we couldn't expect to retain our customers on the back of the problem rates we were having with them.

We did have a DHL issue recently which resulted in some European Road orders being missed but this has been corrected for a few days now.

As I said before we are fixing issues and will soon launch a re book and refund button so as our customers can action these themselves and set new collection dates if next day is not suitable. Rest assured we are working on improvements to all areas of our Customer service and I hope our customers will begin to notice these very soon.

waqasahmed

Im just glad your no longer using HDNL lol.Citylink and DHL both seem to be reliable couriers.They are normally my courier of choice,unless another reliable courier is cheaper. Ive never used HDNL however like you said,service got better after you dropped HDNL which says a lot from a reseller.

With individual reviews,we may have only had one or two collections by HDNL,however a reseller will have a few hundred more,which does indeed say a lot!

EDIT: It seems that PM can't count! Before they had two services
48 Hour courier £6.87
24 hour courier £7.04(only 0.14p extra!)
In fact, its 0.17p extra not 14p!

And now again, when I booked a collection with them, this time they only had a 24 hour delivery option. So I selected

24 hour delivery before 6pm £6.87

When I went to pay for insurance(at just 14p extra), I was charged £7.04(17p extra) for £50 compensation

Jack_Bauer_3

I have used parcel monkey a few times now and each time I have found the service to be prompt and Citylink turn up, however I purchased off Ebay and needed Parcelmonkey to pick up the item and deliver it to me. I duly logged in the day it was meant to be delivered (Guaranteed nxt day delivery, or your money back), entered the tracker number only to find it had been cancelled by parcelmonkey. I contacted Citylink over this and was told "The driver couldn't find the address" , I'm thinking isn't that his job, explained to Citylink that I was looking at address on street view, google maps so what was the problem, very stand offish and just blamed parcelmonkey. BTW no attempt was made by either to contact myself or person at pickup end to let them know of the problem, despite me giving out our numbers on original booking. Contacted parcelmonkey, 24hrs later no reply, no mention of refund, no indication of when item will be picked up. Parcelmonkeyrep explain yourselves. The customer service side of your business has to get better, stop hiding behind computer screens and get on the phones!!!!! I want/need my item

parcelmonkey_company_representative

Waqasahmed,

The sums add up but it's the VAT that makes the difference in the final total.

Feedback was most customers wanted a 24hr service so we have stopped the 48hr option. With many customers telling us their items don't need £50 insurance we reduced our standard cover rate giving even better value for money for low value goods.
Those that want the full £50 cover still pay the same as before being £7.04 inc vat.

£5.85 + 17.5% vat = £6.87 (Lower cover.)
£5.99 + 17.5% vat = £7.04 (Higher cover.)

I hope this makes sense.

parcelmonkey_company_representative

Hi Jack,

Please email me at [EMAIL="matt@parcelmonkey.com"]matt@parcelmonkey.com[/EMAIL] with some order details or post a booking reference on here for me to work on.

trev226

I have had a order from Tesco Direct go missing, on the tracking system delivered to my work address by Home Delivery Network on Friday 16th July at 14:00 but it did not arrive, contacted them they did not care much and said to contact Tesco's Direct, this must happen a lot as per this conversation with Tesco, well done Home Delivery Network may you live a long life if you give poor service like this.:(

waqasahmed

I dont understand why large companies use HDNL when everyone knows that these people are in fact a factor for people, when measuring the companies level of service-in this case Tesco. Tesco would blame HDNL. HDNL would blame Tesco etc.. Cheapest is not always best!

I had some rather bad service from Amazon a while ago, and when I complained, they gave me a £10 voucher to use on their site. Now thats service!

Courier's are representing businesses in a way. The courier reseller ParcelMonkey found this out recently that their level of service dropped with HDNL pickups. Similarly, with other resellers; the masses do not think to use another courier next time. Instead, they would probably complain or never use the company again

cyberbob

waqasahmed wrote: »

I dont understand why large companies use HDNL when everyone knows that these people are in fact a factor for people, when measuring the companies level of service-in this case Tesco. Tesco would blame HDNL. HDNL would blame Tesco etc.. Cheapest is not always best!

You've just answered your own question. It's because they are cheap.

crantinope

Just a note to balance my earlier somewhat negative postings about our friends at ParcelMonkey. I received my compensation last week, and although it was a long drawn out process, and I although I did pay the fees on both my intial £7.04 refund, & the actual compensation amount :doh:, it is all sorted.
I have to say, that this situation was caused by using the mighty HDNL option, and at other times both before & after, I have booked with PM (CityLink) and had no problems.
I'm sure it seems like a constant echo to you (Matt) now, but sort out the customer comms, and -gative postings about you on here should drop by half.;)
Cheers...Nick