Parcelforce/global service

banjoben

:mad:SOMEBODY HELP US

On Friday 13th August 2010 at approx. 9.30am a large package weighing 15kgs and the size of a medium holdall was picked up by PARCELFORCE. This parcel was going to Australia and contained personal protective equipment for a tree surgeon. We had paid nearly £200 for a 4 day guaranteed service as the person needed it to start work. Over the next couple of days we checked the tracking system on line which showed at first ‘in progress’ and then on Tuesday 17th August 2010 that it had BEEN DELIVERED at 16:00hrs.

As we hadn’t heard from the recipients that they had received the parcel, we made contact and found no parcel had arrived. As soon as was convenient they phoned from Australia to the UK, at great expense whilst waiting in a queuing system to find out where the parcel had been delivered to. They were informed that it had NOT in fact left the UK. It was in fact in the Coventry depot having security checks made on it and it would be upgraded to ‘Priority Delivery’ and would leave UK on the 19/08/10 and delivered to them on Monday 23/08/10.

AT NO TIME HAVE ANY OF US BEEN ALERTED TO ANY DELAY. WE ARE ALSO BEING MISLED ON THE TRACKING SYSTEM WHICH SHOWED THE ITEM HAD BEEN DELIVERED

On Friday 20th August, whilst looking for information on PARCELFARCE website with regards to late deliveries, we decided to phone customer services. We were given the same information as previous, however they then noted that the item had still NOT left the depot and they didn’t know why. They promised to investigate and return our call with an explanation. NO RETURN CALL. We telephoned again a few hours later and spoke to a different member of staff who had no idea of the identity of the first person we had spoken to. He did have the same information in front of him and couldn’t understand why it was still in the depot, plus, we should have already received calls from the ‘International Team’ explaining what was or was not happening! He said he would then contact the international team in the hope that they would phone us before 5:00pm. NO CALL RECEIVED.

Does anybody know who to contact and how in order to get some constructive help that will facilitate the movement of the item as swiftly as possible to the CORRECT address.

This is now costing the recipient a lot of inconvenience and money because they cannot work and may lose the job offer.

HELP PLEASE AND DON’T USE PARCELFARCE.

isplumm

Hi,

I suggest that you take names down / time of calls - then ask to speak to someone in charge - maybe ask for the international department? Tell them you wish to make a complaint?

Mark

Sandoval

Why do you keep saying ParcelFarce over and over again!?

It's very childish. You're not a child are you?

banjoben

Update.....as of 30th August 2010 STILL not delivered = PARCELFARCE!!!!:mad:

cyberbob

banjoben wrote: »

Update.....as of 30th August 2010 STILL not delivered = PARCELFARCE!!!!:mad:

Maybe you're annoying them by being unable to call them by their companies name.

gibby

It really depends how you sent it. If its a one off parcel then you will have to go through thier customer service but I would now ask to be put through to a manager & get a direct number.
Avoid the expensive 08 numbers & find a 01/02 number.

If your a regular customer, & I think your not, you may have an account manager.

They can be awful when things go wrong & sadly international parcels often have delays & can also be held up by customs etc, which is no fault of the courier.

I hate to upset you but from previous experience as a business with PF, when items get held back at depots its often because they have damaged them.

Hope you get it sorted

G

isplumm

banjoben wrote: »

Update.....as of 30th August 2010 STILL not delivered = PARCELFARCE!!!!:mad:

Would it possible for you to put all the tracking info you have up on here .... make sure you don't put things like parcel id up here - but things like when it was scanned into a depot, into country, etc.

I haven't worked for PF, but have set up an international parcel delivery system -so might be able to help?

Might not get back till the weekend thou.

Mark

isplumm

banjoben wrote: »

:mad:SOMEBODY HELP US

On Friday 13th August 2010 at approx. 9.30am a large package weighing 15kgs and the size of a medium holdall was picked up by PARCELFORCE. This parcel was going to Australia and contained personal protective equipment for a tree surgeon. We had paid nearly £200 for a 4 day guaranteed service as the person needed it to start work. Over the next couple of days we checked the tracking system on line which showed at first ‘in progress’ and then on Tuesday 17th August 2010 that it had BEEN DELIVERED at 16:00hrs.

.

This last bit about the "delivered" will be the information that the assie post have sent to the parcelforce network - or it could be the code pf use to say they have handed it over to the Aussie post - difficult to say ....

Remember that it could be the assie end who have lost it - have you insurance?

Mark

banjoben

Thanks" isplumm" and "gibby" for your helpful contributions.
Update.... The first time "delivered " was when the parcel reached the international hub at Coventry 4days after posting,as suggested 4 PF managers were spoken to and eventually a FULL refund has been obtained!!!
The parcel has reached Oz and has now been tracked as "Delivered " but a phone call told us IT HADN'T!!!
It's up to the recipient to chase it up in Oz.Maybe it's not just PF that gets everything wrong.