HELP NEEDED - Parcel2go - HDNL

mainvein

Hi, i really need some advice with the utterly atrocious service i have had from parcel2go.com and hdnl.

22nd September i sent 2 parcels via parcel2go.com, they arranged for HDNL to collect which they did, the 2 packages went to the recipient who wasnt in, so they decided to send them back up north to me. Had about 2 weeks of back and forth with them to finally get them to try to redeliver to the recipient. They took the parcels back to maidstone again and then brough them back to Leeds again to me. Again they were took to Maidstone, the recipient agreed a day for delivery with HDNL who decided to ship them up north again to me instead of delivering.

I have sent complaint after complaint emails, it took parcel2go 3 weeks! to respond to my complaint, all they could do is say that they dont know what is happening and will sort it out. I received this email a week ago, since then nothing has been sorted, the packages are still in a depot in leeds. I have been webchatting with parcel2go everyday for the last week, each time they have promised to contact me, phone me, email me, and each time i get NO contact. i have now asked for a refund as i havent received the service i have paid for (surely a parcel can be delivered within 2 months by the professionals), they have never responded about the refund, apart from to tell me to email a different email address each time.

Today i was promised a call, i said that i will contact trading standards if i dont hear back today as this will be the 5th or 6th time they have promised this call and once again i have had no response.

What is my next step? I want the packages sent, the recipient wants these (and he is out of pocket for taking days off to wait in and it not arrive) but they just dont want to send this.

Please help and what can i do?

Dizzie77

Get the parcels returned to you and post them with another carrier.
Then look at getting a refund from parcels2go.
It is better to send stuff like that in writing in the post (by a signed for service) so that you can prove delivery.

mainvein

hi, i've finally got some form of contact from them now, it took me having to email their job applications email from their website to get someone to actually acknowledge my complaints.


the parcels are now officially lost, they tell me to claim but you can only claim within 28 days of delivery (its been 2 months now).

someone is on the case "trying" to find them and i also got a call from someone else who was very unprofessional to pay me off with compensation that didnt cover the costs of the items and my time and the shocking service. So i declined, but that was a once only deal apparently. They also told me that i should have accepted the items back too, but my argument is that i couldnt afford to take 2 more days off work to receive then send out the parcels again.

so now waiting for them to get back in touch with either the parcels or a revised offer. The annoying thing is that the items are no longer available in the shops (havent been for 20 + years so getting hold of them again is nigh on impossible)

custardy

mainvein wrote: »

hi, i've finally got some form of contact from them now, it took me having to email their job applications email from their website to get someone to actually acknowledge my complaints.


the parcels are now officially lost, they tell me to claim but you can only claim within 28 days of delivery (its been 2 months now).

someone is on the case "trying" to find them and i also got a call from someone else who was very unprofessional to pay me off with compensation that didnt cover the costs of the items and my time and the shocking service. So i declined, but that was a once only deal apparently. They also told me that i should have accepted the items back too, but my argument is that i couldnt afford to take 2 more days off work to receive then send out the parcels again.

so now waiting for them to get back in touch with either the parcels or a revised offer. The annoying thing is that the items are no longer available in the shops (havent been for 20 + years so getting hold of them again is nigh on impossible)

I would tread carefully here
what was your level of insurance and what is the items values?

mainvein

i actually dont know the level of insurance, cant remember it was that long ago, and the invoice doesnt show that.

been a few more incidents since, HDNL customer services laughed at me when i contacted them, the girl found it very funny its been going on for so long!! they found the parcels and sent them out, or so they told me. Only to then find out another day that they never found them and they are lost!!

so HDNL have lied to me on 2 occasions in one week.

Parcel2go have now been in touch today to say that they have found one parcel, that they are reviewing HDNLs account, that they dont want to use them to resend and that they are sorry. which frankly doesnt help me. They wont send that one out at all until they have found the other one!

parcel2go told me the person who offered me £50 should not have tried to pressurise me into taking it and shouldnt have contacted me anyway. its all one great big mess.
over 2 months now, good job i've kept transcripts of everything and i intend to name and shame.

i think i am actually developing stress over this

NeverEnough

I've had a similar problem with parcel2go recently - I bought a specialised machine on ebay and as the seller had said they only wanted it collected and I was a long way away, I arranged collection via Parcel2go. DHL duly collected the parcel via parcel2go, paid for and arranged by me. DHL tracking site then showed it as being at a depot 100s of miles away from me, and obviously a mistake had been made by DHL and delivery was attempted at the wrong address. I contacted parcel2go, who were absolutely useless. The chat line people made all sorts of promises but did absolutely nothing and I never received a single call back or email from the "manager" who they claimed would contact me.

DHL apparently refused to send the parcel to the correct depot and stated they did not do inter-depot transfers, but would send the parcel back to sender. Fine, I thought, then I'll make another plan.

An hour later, the parcel showed up on the DHL system as delivered and signed for by me - 200 miles away from my address. Then it vanished.

On contacting the elderly neighbours at the (wrong) address where delivery was attempted 3 times, they said the courier took the parcel away with him each time.

I can't contact DHL as all their phone numbers at their depots have been removed and even parcel2go claim they can't phone them.

So my machine has been stolen by some yob of a courier driver who couldn't be bothered to return it to sender (why was it misdirected in the first place?)

The ebay seller isn't responsible as it was left to the buyer to collect or arrange collection.

I have claimed the £50 compensation from Parcel2go - they acknowledgedreceipt of my recorded delivery claim - but I doubt I'll ever see the money - the claim was made in early October 2010.

There seems to be no comeback at all - DHL have made themselves invincible and untouchable and uncontactable and parcel2go employees are either too stupid or just couldn't be bothered to sort it out.

Of course, as the parcel is showing as delivered and signed for by me, this is fraudulent - similar circumstances relating to a laptop disappearing while in transit via a courier led to the owner making a complaint to the police and the laptop strangely reappeared once the police got involved. Fraud and theft are criminal offences, so perhaps in this instance this is the best way to proceed.....not sure what else I can do at this stage, but I will certainly never use parcel2go again!!!!!

custardy

you went via parcel2go so you have no reason or contract to contact DHL
thats how it works when you go via a reseller
all you can do is pursue your action with P2go

1jim

I was just coming on here to praise parcel2go, ordered collection at 8pm on wednesday night, collected 1030am on thursday and delivered 1145am on friday, all using 48hr delivery with DHL. Couldnt ask for more than that especially considering the snow and ice. I have been very happy with them so will use again

custardy

1jim wrote: »

I was just coming on here to praise parcel2go, ordered collection at 8pm on wednesday night, collected 1030am on thursday and delivered 1145am on friday, all using 48hr delivery with DHL. Couldnt ask for more than that especially considering the snow and ice. I have been very happy with them so will use again

as with all the carriers
theres generally far more happy customers than not
but the unhappy ones are far more likely to post online

loztiggy

you need to speak to someone called lesley at parcel to go, she seems the only staff capable of sorting issues out.

i had a cause for compensation when something i sent via them was smashed on arrival. they tried to claim it was on their list of "no compensation" items (even though its not) and i was really rudely spoken to on the text chat.

I actually entered a small claims track about it, and a few days later had an email from this lesley offering the compensation and fees back if i dropped the case.

She seems very pleasant to correspond with, but stick to your guns. I might add i have used parcel to go for other shipments, although they arent the best for communication they are cheap and most of the time get it right.

her email is l.kinley@parcel2go.com

mainvein

loztiggy wrote: »

you need to speak to someone called lesley at parcel to go, she seems the only staff capable of sorting issues out.

i had a cause for compensation when something i sent via them was smashed on arrival. they tried to claim it was on their list of "no compensation" items (even though its not) and i was really rudely spoken to on the text chat.

I actually entered a small claims track about it, and a few days later had an email from this lesley offering the compensation and fees back if i dropped the case.

She seems very pleasant to correspond with, but stick to your guns. I might add i have used parcel to go for other shipments, although they arent the best for communication they are cheap and most of the time get it right.

her email is l.kinley@parcel2go.com

i've been dealing with Lesley for the last 3 weeks or so now, she seems as annoyed by the whole saga as much as i am, but as a manager at parcel 2 go she should be able to resolve my issue and get the parcels to the recipient within this timeframe surely. She does come across as really nice but she herself has promised to call me back now on 5 separate occasions and only managed to do so once, leaving me completely disheartened now especially as i was promised a call today which never happened.

She thought that my parcels had been delivered while she was off as she left it in the hands of someone else who had clearly done nothing, the guy im sending to had a call from HDNL to say that they had found one of the parcels (even though both sent together and after being lost on a couple of occasions) and would deliver on thursday, suffice to so that they never did.

so in my experience, now over 2 and a half months on 2 professional companys whose sole existence is to get a package from A to B cannot do this, i doubt that they will be delivered within this year. Is there anything i can do other than put negative feedback everywhere as this is just daylight robbery