ukmail - woeful service

BariSax

We returned home from 6 days holiday. There were two cards from UKMail.com (one undated) saying they had tried to deliver a parcel. There was no address, no phone number, but a website address (hard luck for any customer who does not have internet access) to arrange re-delivery. On the website we found a phone number, and rang to arrange delivery the next afternoon. At 4pm that afternoon we rang and were told the parcel was not on the lorry and no further attempt would be made to deliver as they had already tried three times (a direct lie as only two cards had been left). We were told we could drive to their depot (a two hour round trip), but there was no guarrantee the parcel would be there as it might have already been returned to sender. We were refused the phone number of the depot. My wife explained she was seriously ill, but to no avail, the UKMail.com woman said that three attempts had been made and that there was no possibility of any further attempt. Difficult to imagine a more disgraceful service. Our advice - before you order goods, check the company does not use UKMail.com

SimonSays

Your wife is seriously ill but you have just come back from Holiday....

Drive to the depot. Get your parcel. Ive had many deliveries from UK Mail and theyve been great

Mids_Costcutter

Service is still woeful in my experience:

Very difficult to phone: 0845 1554455 number rings out and then disconnects requiring several attempts just to speak a person, with waiting 20 minute + phonecalls are common, operator promises to phone back but never does.

Instructions ignored: asked to leave parcel with a neighbour when order placed but later discovered "this isn't company policy", however UKMail neglected to advise retailer of this.

Non-delivery on agreed date: waited in all day on agreed delivery day but no delivery, customer services were then unable (or unwilling) to give any explanation for this.

Parcel lost: customer services later advised that parcel couldn't be found and that a "depot search" would be required, unable (or unwilling) to say if this would be carried out, advised me to re-order from the retailer!

custardy

Mids_Costcutter wrote: »

Service is still woeful in my experience:

Very difficult to phone: 0845 1554455 number rings out and then disconnects requiring several attempts just to speak a person, with waiting 20 minute + phonecalls are common, operator promises to phone back but never does.

Instructions ignored: asked to leave parcel with a neighbour when order placed but later discovered "this isn't company policy", however UKMail neglected to advise retailer of this.

Non-delivery on agreed date: waited in all day on agreed delivery day but no delivery, customer services were then unable (or unwilling) to give any explanation for this.

Parcel lost: customer services later advised that parcel couldn't be found and that a "depot search" would be required, unable (or unwilling) to say if this would be carried out, advised me to re-order from the retailer!

Its up to the retailer to ensure what they offer is avalable.
If a parcel is lost,its kinda hard to deliver it

Mids_Costcutter

I accept that parcels can go missing sometimes, but what irks me more is the difficulty in communicating, unfulfilled promises and general lack of customer service.

vic_serotonin

UK Mail are hands down the worst delivery company in the country. Even the ex-cons who work for Yodel are able to turn up with a parcel, which is far beyond the capabilities of UK Mail. UK Mail set unbelievably low standards of service which they persistently fail to achieve.
In the last 2 years the only delivery company who have consistently let me down every time is UK Mail. They blatantly lie on the phone and in emails when you try to find out what they have done with your parcels.
I have been given the following excuses why their delivery person was unable to deliver:
1. Could not get access to the apartment block (I live in a house).
2. A vicious dog prevented delivery (I don't have a dog).
3. The neighbour was abusive and threatening (my neighbour is an elderly bed ridden disabled woman).
4. The porch door was locked (I don't have a porch)
5. No one was in when I called ( my wife and I stayed in all day waiting for an important delivery which never came from UK Mail)


I hate UK Mail so much that I will never buy from any company who use their delivery services. No other delivery company has caused me so much misery and anger. They are absolutely useless on a good day and 100% weapons grade garbage at every other time.

drandthecritic

They are dreadful. Three times I've had something delivered by them (not my choice on any of those occasions I should add) and they have a 100% record of screwing up. First time: late and had to change plans to be in after having already done so for the original delivery date. Second: didn't arrive. Days later, when we left the flat (we'd been at home all day and no one had turned up) we found a UK Mail card on the ground outside the door - right next to the buzzer for our flat. We had to find the depot which was in some vast, desolate industrial estate and when we did and eventually gained entry, the staff were clearly !!!!ed of that we were there and continued their sweary conversation as long as they could before handing us the parcel. When they did, it was crushed and dented and in a right state. Fortunately the retailer had double-boxed it and the fragile musical instrument inside was somehow ok. Final time, yesterday, we planned to be in for my phone to arrive. It didn't. I got a text saying they were delayed but they would still try to deliver it the same day. It never came. Apparently it will be arriving today. I've told the retailer about this.

sauvignon

It would be funny to see how consistent the UKMail has remained in providing a poor service through the years, if you weren't one of the people at the "receiving" (or not) end. The experience of posters here and elsewhere is so similar to ours, it must be company policy or business model to thwart any attempts at having something delivered at all, let alone within the agreed or acceptable time. Just read the reviews on reviewcentre.com as I've just mentioned on another thread and you'll see how unanimous the reviewers are. How can this company still exist?

custardy

sauvignon wrote: »

It would be funny to see how consistent the UKMail has remained in providing a poor service through the years, if you weren't one of the people at the "receiving" (or not) end. The experience of posters here and elsewhere is so similar to ours, it must be company policy or business model to thwart any attempts at having something delivered at all, let alone within the agreed or acceptable time. Just read the reviews on reviewcentre.com as I've just mentioned on another thread and you'll see how unanimous the reviewers are. How can this company still exist?

or people only post online when they have a problem.

sauvignon

to custardy
...and when they have, they get absolutely nowhere. Are you an employee BTW?

It's certainly true that people post more often when they have a problem, but what these people write is not a collection of "accidents", each different. It's the same over and over again. All that happened to us happened to these other people. It now includes their complaints procedure which in my case was dealt with within 2 minutes. I received three emails - first acknowledging my complaint and giving me a case number, and exactly two minutes later, two more emails, one saying that a note had been added to my complaint and one that the customer services were "pleased to confirm that my case has now been closed". What a joke!

But read for yourself - is this a coincidence? Go to reviewcentre.com for more. And this is in just a short space of time:

“Terrible”
Written on: 09/07/2015 by jelly2468 (1 review written)
We use UK Mail and they are always losing parcels and delivering them at wrong addresses. We constantly get complaints from customers because UK Mail lose parcels and you cant even claim it back, there customer service people are clueless and never call you back… Read Full Review

“Useless service”
Written on: 06/07/2015
Awaited a parcel from Ebay, had a card put through my letterbox from UKMAIL dated 29/6/2015 that had no information on it as to what had happened to the parcel as i wasn't home..they have NO telephone contact service so an e-mail was sent to which i got an automated reply then nothing, so i wrote again and got another automated reply then finally i received a note saying they had tried to deliver the item 5 times and the parcel was sent back to the sender......however, NO other cards had been…Read Full Review

“Awful service”
Written on: 04/07/2015 by Blobby123vnc (1 review written)
There are some good low-cost courier companies out there; sadly, UKMail is not one of them. They employ monkeys who don't give a fig about customer service. The last delivery driver could hardly speak, just grunted. Businesses - if you want to stay in business and/or want repeat customer orders, choose a different courier. Maybe one that has a proven track record instead of offloading responsibility to the cheapest…Read Full Review

“Never use this company or buy from someone using them”
Written on: 03/07/2015 by Stevewright1965 (1 review written)
Was promised a delivery within a one hour slot guy never turned up. When phoned I was told he was running late. Never showed. Then told he attempted the delivery between the alotted times-complete lie. Next day phoned to escalate the complaint. Told there had been no delivery attempt and the escalation team would ring me back- did not happen. Eventually was apologise to and I would get an am delivery slot. Second person phoned denied all knowledge of this went against agreed am slot and stated… Read Full Review

“thrown parcel broken no communication from UK mail”
Written on: 30/06/2015 by mowles (1 review written)
We used this firm at least 30times with no problem although I did catch the driver throwing parcel in back of his van even though it had written all over parcel "handle with care" then another driver done the same on another occasion. Consequently one of my parcel got broken through driver throwing the parcel over a 6ft fence I was told by the email from UK mail delivered and left in safe place which was a lie I was told this by my customer this is what happened as she wasn't in to receive and…Read Full Review

“Total dissatisfaction.”
Written on: 29/06/2015 by 1StevieH (1 review written)
UKMail lost my parcel, failed to call me back 4 times. I spent four days trying to get some answers and got nowhere. The driver should have left the parcel in my porch and collected the signed card that they insist is left for the driver. The tracking info says delivered but I have no parcel. I do have the card the driver should have picked up and I have phoned and told them 4 times. I have also complained via their website and they sent a reply case closed. I am not wasting any more time the…Read Full Review

“Delivered to the wrong address”
Written on: 29/06/2015 by 2-Hughes (1 review written)
I was expecting a delivery having just received an email to that effect. So was waiting for the hour slot with anticipation, the hour came and went. Went online to track the parcel only to be told it had been delivered and signed for. So I rang the help line and was told to "Go and ask the neighbors" no luck there. On ringing back they said they would check with the driver and about an hour later rang back with the news it had been delivered to a house with a green car outside, seems that is… Read Full Review

“terrible”
Written on: 28/06/2015 by westfield2 (1 review written)
Only 2 parcels of 4 delivered. they had no idea why. difficult and expensive on the phone to get through then they did not call back. website inaccurate and delivery late. driver monosyllabic and unhelpful. Honestly do not know why a reputable company like Dell Computers would use them . Horrific… Read Full Review

“Better care by delivery person will be appreciated”
Written on: 26/06/2015 by Samp225 (1 review written)
The person who delivered rang the bell and left the parcel at the steps and left in a rush, because when I opened the door (responding to the call ) he had gone. …Read Full Review

“UKMAIL Totally useless courier service and customer...”
Written on: 25/06/2015 by Rachel109 (1 review written)
This is the 5th day waiting for a delivery from UKMAIL. Sent the following complaint COMPLAINT I would just like to say that I am totally stunned by your company’s lack of customer service. You seem to be a courier company that has no idea how to make a delivery. I have been waiting for plants to be delivered since Friday. Since a text on Monday I have had no communication from your company unless I have initiated it. I called on Monday to be told that the van broke down on Friday and my…Read Full Review

“compressor”
Written on: 25/06/2015 by Kleinoc262 (1 review written)
the compressor was delivered upside down,when i asked the driver to asist me in putting the box upright, he refused.all he was interested in was getting the form signed so he could get going and stuff if the compressor was damaged.this is the second time i have had a delivery and both times the delivery and service was useless… Read Full Review

“Utter rubbish”
Written on: 22/06/2015 by Dave98 (1 review written)
Kept telling me parcel was coming every day for a week never turned up, they then delivered it to my next door neighbour, even though I had since cancelled the order, without letting me know I found out a week later when I was trying to get my money back from O2 still ongoing … Read Full Review

“Just rubbish :-(”
Written on: 22/06/2015 by WheelieBealie (2 reviews written)
Doorbell rand, I sprung up in fervent anticipation of my parcel, by the time I got to the front door the delivery driver had already posted a missed delivery card & had gone :-(… Read Full Review