Cheap Parcel Delivery Official Discussion

fenners

What courier collects and provides a box? My package is around 5kg-10kg

harryb_2

Does anyone know what happens with Parcel Monkey failed deliveries - why do they need to have a new label for a subsequent collection attempt?

Sadly they got back to me today about a failed collection yesterday and gave me a new label. Which is fine except I've already left the house for the day and have the package sitting at home with the old label.

I'm finding the ticket system of communicating with Parcel Monkey very frustrating due to the long delay in getting questions answered.

Cheers,

H

parcelmonkey_company_representative

Hi harryb,

Due to the large volume increase we are experiencing in the run up to Christmas, and weather related problems in some parts of the country, our contact centre like most is very busy.

Our ticketing system works very well for most and our average response time since it's launch is 2 hours and 6 minutes.

1984ReturnsForReal_2

parcelmonkey_company_representative wrote: »

Our ticketing system works very well for most and our average response time since it's launch is 2 hours and 6 minutes.

When was it launched & what was the average 1/4 of the amount of time ago?

IE was is 1hr & 32mins 3 months ago & now todays real figure is 6hrs 26mins


I am into my stats & the way companies decide to [STRIKE]falsely [/STRIKE] represent them.

harryb_2

parcelmonkey_company_representative wrote: »

Hi harryb,

Due to the large volume increase we are experiencing in the run up to Christmas, and weather related problems in some parts of the country, our contact centre like most is very busy.

Our ticketing system works very well for most and our average response time since it's launch is 2 hours and 6 minutes.

It's great that historically you've had good turnaround, but reputations are built (and destroyed) on how well a company works when times get tough. From my perspective trying to communicate via a ticket system where responses come back the following day is really hard and not conducive to a good service.

FYI the item that CityLink failed to collect yesterday is (at time of writing) still uncollected. If I enter a ticket now it's not much use looking at it tomorrow and then booking a recollection tomorrow.

You need either:
a) more staff
b) smarter ways of handling tickets - e.g. your system knows what parcels failed to be collected, group them all together, batch an update to the courier company concerned, zap a group of tickets all at once.
c) less tickets - e.g. have a proactive system that says "ah - the parcel wasn't collected, I will send a message to the courier to re-request pickup and send a message to the customer"

parcelmonkey_company_representative

1984ReturnsForReal,

I have no reason to make things up regarding my business as I could simply not bother posting a response.

harryb,

We have numerous technology advancements that we are working on with City Link to speed a number of issues up.
At this time of year, and with weather problems in the UK, things do go wrong with some orders as all courier companies get pushed to the maximum.
I am very sorry about your missed collection and as I said yesterday provide me with an order number and I will help.

Riog

Put in an order to Parcel monkey 8/12 for a pick up 9/12, waited in all day yesterday no collection and not even a phone call. Emailed Parcelmonkey (you cannot phone them) no reply, phoned citylink three times todate and was cut off on each occasion, emailed citylink no reply. Still no pickup today.

Riog

Parcelmonkey have now issued another consignment number (forget about next day delivery with this company) so will have to wait in all day again if indeed they bother to show up at all. No business let alone private individual should use this company.

argamemnon

Another Moan about Parcel Monkey, Failed Collection yesterday, sent messages no reply, another day waiting around Totally Miffed will not be using again looks like there not called MONKEY for nothing total sham, would like to cancel but can imagine getting a refund will be like getting blood out of a stone, so back to playing the waiting game totally in the dark...

harryb_2

parcelmonkey_company_representative wrote: »

We have numerous technology advancements that we are working on with City Link to speed a number of issues up.
At this time of year, and with weather problems in the UK, things do go wrong with some orders as all courier companies get pushed to the maximum.
I am very sorry about your missed collection and as I said yesterday provide me with an order number and I will help.

Glad to hear you are making improvements - they are desparately needed.

BTW..,. to other people trying to get hold of Citylink - saynoto0870 has a very useful set of numbers for local depots (search for "City Link") have a guess at which is your local depot and try phoning. If you've had a missed delivery or collection before the info will be on the card.

The main city link number isn't taking calls, but if you call the local depots they can be more helpful - at least they were with me.

-- H