Parcel2go.com are actually incompetent

Gleeful

No-one seems to know what the rest of the business is doing.

I have rented a US address to get something sent over from America. After purchasing, I emailed the invoice for the parcel, as they requested and a few general questions about the service.

No-one responded. Two days later I went on their LiveHelp service. The person there had no idea about the service and told me to email someone else. So I did.

No one responded. I gave up.

10 days later, I then received an automatic email saying my item had arrived at the US address and would I like to pay for the parcel to be shipped over? So I did. I then hear nothing. Not even a tracking number. So, 5 days later I pop onto live help who tell me the invoice number is for the US address service and will not have a tracking number.

I beg to differ! I provide my invoice number for the original purchase of the mail box number. They are very apologetic and tell me that they will get someone called Linda to call me.

I say.....no-one ever replies to my emails, I have little faith that Linda will call. The livehelp girl then rings Linda who says she will ask for my item to be dispatched today..........6 days after I paid for it, and it will be delivered within 5 days.

I have never met a company that has frustrated me so much with their incompetence! It feels like I have been banging my head against a brick wall since the 9th of February and I just want my item. Their service is not cheap either. Nearly £25 for a small item of costume jewellery in a jiffy bag.

Hopefully this will help any other Ebayers/online buyers who were considering using this service. I say don't bother!

Gleeful

Oh and in between this, I submitted a review about being unhappy with their customer service, and the complaints team contacted me. They said they could find no trace of my emails..........I then forwarded them all on, they said they could not open attachments even though there were no attachments. They did offer me £10 GGW but I shall not be using their service again, and after my initial complaint, they have let themselves down again!

AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAND *breathe*

budget_barbie

Hi there
I have had similar nightmares lately. Having heard all the awful reviews for quite a while I seemed to be one of the very lucky ones who didn't have anything lost or damaged, until I sent an item which got badly damaged ( a strong, solid woodne item which was packed in 2 sturdy boxes and surrounded by bubble wrap :think:

I was in the middle of moving house when I started the claim, was asked for nearly everthing other than a full photo fit of the driver leaving the house with the parcel. However the person I sent it too, by good luck had more time than me so was able to photograph all the contents and provide detailed pictures of the damage - claim rejected subsequently. and they started ingnoring all emails and eventually said they would only deal with the account holder ( me, who was up to the eyes in boxes at the time) So once i'd moved I begun the fight again ! After several facebook posted on there review pages and asking what they intented to do I got an offer that covered the cost of the itema nd the carraige paid.

In the mean time, I had sent another parcel ( givng them the benefit of the doubt and and thinking this was a one off occurnace) This parcel cost me over £213 PLUS the carriage of £35 some odd.

Again after many e-mails battles and hoop jumping, and providing detailed descriptions of the parcel ( and dimensions AGAIN) they decided to go look for it and in the mean time started a claim.

Many battles and facbeook posts later today at last they offer JUST the cost of the item ???

Now the main point to the post, and my question is WHY ??WHY ???? should I be paying for the oringial carriage fee??? When they are negligent ????


and like other posters WHY aren't they being taken to task for thier shoddy service by watch dog !

If I reject the offer in others experience what happens ?? do I get a chance to state why ? Beacuse in all instances when dealing with claims everything seems to be on 'THEIR' terms no in favour of the customer.

I am furious to read on their web page QUOTE"our emphasis is on making the process of submitting a claim as quick, simple and efficient as possible" that is grossly misleading it is anything BUT simple :mad:

To top it all the item has cost me more money in loss of business in it's 10 day absence while P2go have their ' in enquiry' serch arround a depot.

I will NEVER EVER Use, or recommend them again !

Former_MSE_Archna

Hi there,

Parcel2go has asked us to post this reply:

Hi Budget_barbie we are sorry to hear this can you please forward me a full breakdown of what happened including the P2G number to [EMAIL="support@parcel2go.com"]support@parcel2go.com[/EMAIL] FAO George quoting ‘Money Saving Expert.com’ and I promise I will look into this and get back to you with a response. Kindest Regards George

budget_barbie

No I'm not jumping through any more hoops ! Sorry you have all the information and I've done everything I should be expected to do and more. You lost one parcel and badly damaged another. To leave me over £300 our of pocket, and once you did offer me compensation which I had covered my items for anyway - you failed to even do the decent thing and automatically refund the oringinal carriage paid ! Your company needs a through investication and I'd love to see MSE or watchdog or similar lead the way. How can parcel 2 go make it such a circus to get back compnesation for parcels that you have supposedly "insured" when you specify how much value they carry ??

So right now I'am STILL waiting for a cheque that was " allegedly" sent out Friday 21st October ! for the damaged item.

I am completely disgusted with your company ! P2G-6745766, P2G-6997383 I have battled and battled and I'm not wasting nay more of my precious time with you. UNLESS off course netiher of the cheques turn up :mad:

Donna ( another parcel2 go victim :mad:)

andhell69

Having suffered with carpal tunnel syndrome for the last year and recently having an operation on it I borrowed my mum's hoover, as with limited use of my right hand after my op I couldn't hold my hoover to use it. My mum's was fantastic and easy to use with one hand so I decided to save and buy my own Dyson DC25. I decided ebay was the best place to look and found a very good deal on a nearly new one, the only problem is was collection only over 200 miles away. I contacted the seller and asked if it would be ok to pay with paypal and have a courier collect the item. A quick internet search and I came across parcel2go, I entered the collection details, size wight, etc and I was pleased with the prices so decided to go ahead and book a 48hour collection/delivery service for the following day. I informed the seller, they were happy with this. The parcel was scheduled to be collected on Tuesday 25th October, however the following day I received an email from the seller to inform me that they had failed to turn up to collected the parcel. I went online and entered the tracking code and it said that there was no parcel to collect. So I though ok, maybe a misunderstanding somewhere along the lines. I searched for a phone number or email to contact them and came across the online chat. I explained my problem and gave the relevant details and the operator helpfully rebooked my collection for Monday the 31st October. I emailed the seller that evening to confirm collection, and as promised they had turned up to collect my item. The following day I decided to track it just to see how far away it was, went online and entered the tracking number and it gave me the details that at 18hrs 36mins the parcel had left the Romford Depot. Brilliant I though, my parcel is on its way. I waited, and waited and waited and still no parcel, the 48 hour deadline came and went. i went online to track the parcel again and no extra details had been added to my parcels tracking details. So again I looked for a phone number or email to contact them, but nothing. So I decided to go onto the chat help again! Again I gave them my details and tracking number, they explained that they needed to contact the courier but as it was past office hours the couriers were shut until tomorrow, they went on to tell me they would contact them and email me first thing tomorrow. The following morning I logged onto my emails and suprise suprise no email. Back onto online chat and again the same reply from them! So I waited for 2 hours and still no email or response! I tried contacting them for a 3rd time (by this time I was getting really impatient and annoyed but remained polite) I explained i'd contacted them several times before and what the reponse had been, and guess what! I had exactly the same reply! I did however tell them I wanted a response by 5pm that evening and they promised that they would get back to me by the end of the working day. I was also given and email address to contact and sent them an email, requesting an immediate response. I had to go out so took them on their word. However upon returning at 9pm that evening there was no response at all from them! Back onto online chat (by this time really really annoyed) and told them I wanted to know where my parcel was, when it would arrive and if they couldn't give me an answer I wanted a full refund and payment for the item. Their response yet again was that they needed to contact the courier, but as its 9pm on Friday they wouldn't be able to contact them until Monday morning! I was not going to let them fob me off again and refused this as a response and told them I wanted it sorted NOW! and where were the couriers responses from when they were contacting them on Thursday and all day Friday. BUT then the operator decides to end the discussion and logs off! I tried to log on again and surprise surprise now it doesn't connect! I decided to go to bed, fuming at them! I got up early on Saturday morning and decided I was going to contact them again, this time the chat connected. And AGAIN I explained the situation, told them I wanted my parcel or a full refund and compensation for the loss, and an email address to make a formal complaint. Surprisingly the operator actually came back with a different response, this time she told me that they don't know where it is, the last time it was scanned was at the Romford depot and the couriers have no record of where it went from there. So I proceeded to ask her "so you've lost it"? and her response was no, they just don't know where it is at the moment! She then said that she would email me a link to the part of their website that allows you to make a claim and logged off! I logged into my emails and there as promised was the link to make a claim, I clicked on it and started filling in my details, it asks you to enter a claim amount. I entered what i'd paid for the item along with what I'd paid for the collection and pressed submit claim, upon doing this I had an automated box pop up that told me the most I could claim was £20! I proceeded to make the claim as didn't have much other choice. But having paid £120 for the item and nearly £10 for collection I am now £110 out of pocket and they still haven't processed my claim and my parcel has not arrived either!

If you want a company that won't help when you have a problem, ignore your emails, are impossible to contact an actual person, lose your parcel and your money, then by all means use this company! But having read the 100's of bad reviews of this company I would seriously think twice!

custardy

seriously.if you want responses then you need to condense or at least break that text up

kizkiz

custardy wrote: »

seriously.if you want responses then you need to condense or at least break that text up

Agreed. No way i'm trying to read that wall of text

spadge_2356

I hope someone from Parcel2Go is reading this. They have lost and damaged many of my parcels.

I have already had my rant in the following thread;

https://forums.moneysavingexpert.com/discussion/3599471

I have already reported the matter to watchdog since parcel2go is making me jump through hoops now. P2G7184440 item lost by courier

brisbane2012

Hello there,

I’m hoping someone can help me regarding a company named Parcel2Go (P2G)

A parcel containing a laptop, monitor screen, and a few cables was sent from Surrey UK using P2G on the 4th September 2013. The delivery SLA was the 9th September 2013. Destination Lanzarote.

Copies of passport documents and customs forms were present at the time of collection (for customs purposes) and copies of the passports were sent to the P2G admin team that day as well.

The passport documents were then re-requested by P2G and sent to them (AGAIN) well before before their cut-off time.

On the 9th September the parcel had not arrived. No delivery attempt was made. The parcel never even made it out of main land Spain!

Since the 9th September a call (or more than one per day) has been made to the “customer support” department at P2G – so that’s a total of 14 days (excludes Sundays) we have called them continuously to be fobbed off every time. Calls and emails promised back have never happened.

Around the 19th September Fedex were contacted out of sheer frustration for having no info from P2G (Fedex were the other courier company receiving the goods from P2G in mainland Spain to deliver to Lanzarote).

FEDEX advised on the 21st September that the parcel would be returned to the UK. This is because the passport paperwork was received from P2G 3 days outside of the cut-off time, so it had not even attempted to go through customs. We were cc'd into these emails proving these details.

What is most frustrating about this is that the parcel was over £100 to send. P2G have then not delivered the package, or had the decency to return any calls / emails and at their fault for providing the required documents nearly 3 days AFTER the customs / Fedex cut-off time.

The parcel then arrived back with us in the UK at about 9.30am Monday 23rd September. The airport sticker was showing transit back to stanstead at 8pm on the 21st September.

I’m not sure how we can get a refund for this appalling service. Which is ridiculous - very day since the 9th P2G have promised a call / email back NONE of these have ever happened. Sorry - apart form an email advising WE DID NOT HAVE TO PAY FOR THE RETURN COSTS TO THE UK!!

We called Monday 23rd asking to speak to a manager, or anyone of authority only to be told (quite rudely) there is no manager prepared to take the call and its 3 weeks to send a complaint in via the post only!!!!!!!

I put a direct complaint on their FB wall after this call on Monday 23rd this is not something I have ever had to do to a company before (we were thinking there has to be SOMEONE who works there that is actually is bothered about how appalling they have been throughout the last few weeks, or a manager SOMEWHERE who cares about their reputation)

Their response said a call back would happen on Monday 23rd - at 4.55pm – no call. So I added to the FB complaint, to be told it would now be Tuesday (thanks for letting us know!) We should have known no one would call!

At 11pm Tuesday 24th still no call or email all day. I added another comment and currently “they were expecting us to receive a call yesterday and will get right on it”

At this point we have no idea how to get a refund, the payment was made by debit card – let alone the items have now had to be sent by a friend travelling out, at an additional cost for baggage on the plane! And the items are going to be more than 3 weeks late.

I just can’t believe they have no management structure in place to deal with a complaint that is approaching the 3 week mark, with no contact made to us apart from their comments back on their FaceBook wall – which is obviously to show the world they are “responding” - when in fact behind the scenes no response is or has been made to resolve this issue, or to refund the £100 they have taken but not provided a service for.

I would appreciate help / advice on how to get the £100 paid for nothing but 3 weeks worth of frustration refunded.

I have read the SOGA but cant seem to get anyone to action anything at Parcel2Go, even a call back! – its becoming very stressful and frustrating.

:mad::doh::mad::doh::mad::mad::doh::mad::doh::mad::mad::doh::mad::doh::mad::mad::doh::mad::doh::mad::mad::doh::mad::doh::mad::mad::doh::mad::doh::mad::mad::doh::mad::doh::mad::mad::doh::mad::doh:

martindow

Not sure if it works with P2G, but there have been some recent threads where people have had quick responses after posting on companies' Facebook pages. They seem more concerned about their image there than responding to phone calls, emails or letters.