WARNING - My Parcel Delivery.com and other online couriers

glasgowdan

I just want to raise an issue that I think is rather serious, that of online 3rd party couriers.

They take your money and then deal direct with the actual couriers (citylink, tnt, dhl etc). As non-account holders the general public can't go direct to many of these couriers and have to use these 3rd party companies which I think is a joke! Why do they exist?

I booked an urgent delivery with myparceldelivery.com, paid extra for a saturday delivery, and nothing. No collection on the day it was due, no contact from them, a 40-minute wait to speak to them on an 0845 number. 2 weeks later I ring to be told they never gave TNT my order and will do it urgently.

Guess what... NOTHING! No collection on the re-booked date.

THIS IS ROBBERY! How can it go on? Why do the big couriers make a quote so expensive if you go direct? (£250 compared to £70 with the 3rd party). This system needs reviewed.

fluffnutter

You paid £250 to get something delivered? Wow. Where from? Mars?

custardy

fluffnutter wrote: »

You paid £250 to get something delivered? Wow. Where from? Mars?

no they didnt,read it again

fluffnutter

Well, I'm confused. Is the issue that they wanted to pay £250 but it was only £70?? Surely not...

PZH

glasgowdan wrote: »

As non-account holders the general public can't go direct to many of these couriers and have to use these 3rd party companies....

Have you checked out the guide here ?

custardy

fluffnutter wrote: »

Well, I'm confused. Is the issue that they wanted to pay £250 but it was only £70?? Surely not...

no their issue is to get a £70 price they have to go via a 3rd party reseller

Former_MSE_Andrea

Hi

Myparceldelivery.com has asked us to post a reply on its behalf. MSE doesn't endorse anything a company may say on the forum.

Dear Glasgowdan

We are extremely sorry for the problems you have experienced as a result of using our service. We allow you access to heavily discounted courier services, however, rely on our courier partners to make the collections/deliveries. We take failed collections by the couriers very seriously and we would like to conduct a full investigation into this matter to ensure this is resolved as soon as possible. In order to investigate this further could you please send your name and order number to customersupport@myparceldelivery.com and we will contact you straight away about this matter.

glasgowdan

Andrea, thanks.

The issue is not the courier, it is MPD. They did not give TNT the order after me making the booking online. Not the first time, and not after I spoke with their man on the phone. They really need to look at their telephone lines - customers need to speak to their staff and they have made this virtually impossible.

I shall send them my details and have requested a paypal refund as I have made the booking through another company now.

Regards
Dan

Former_MSE_Andrea

We've been asked to post another response. Hopefully the issue should be resolved for you now glasgowdan

Hi Dan, we received your email to accompany this posting.

We can categorically confirm that your order was sent to TNT as soon as it was booked on our site. We are integrated directly into the booking systems of all the couriers on our site, which means all orders are sent electronically at the time of booking and processed immediately.

Upon investigating your particular order, TNT have confirmed that collection was not attempted. We appreciate this is unacceptable, and we have asked for full investigation into why the collection depot (which is located in your local area) did not attempt the collection on the day you specified when booking the order. Failed collections are often down to human error at the collection point (i.e. a collection driver runs out of time during the day to make certain collections), yet it is still very frustrating (for both our customers and ourselves) when collections fail.

We have granted a full refund via PayPal for this order, and apologise for the experience you have had when using our service on this occasion.

I shall take your comments regarding our phone system onboard and pass these onto our operations Director, as we are constantly increasing our customer services team and looking to reduce queuing times for customers trying to get in touch with us.

We do also offer both email and 'live chat' functions.

I apologise for the negative experience you have received - it is very sad when to customers not benefitting from the service we work very hard to provide.

myParcelDelivery.comT Team"

visidigi

Just a tip, call the couriers direct, speak to the sales teams and see what they can do, all of them have an allowable margin - and sure if you paid £70 and direct it was £250 thats not worth it, but although direct wont be able to match price (its all about the volume) you will have more benefits and they will at least try to get as close as they can - at the end of the day you DO get what you pay for - for example third parties quite often don't offer a money back guarantee like the main carriers do.

Also, I disagree with the phrase 'partners' - the word implies they work together, in most cases this is simply not true - they are nothing more than a customer of the main courier and the users of these sites are the customer of the customer...like MPD state, they are integrated with TNT, so basically they take your money, charge you £70, get it for £50 and do nothing in the collection or delivery process - its a high risk to customer satisfaction as its all reliant on someone else, ironically as these third parties are all web integrated their service and success is ENTIRELY reliant on the courier selected for the delivery.

glasgowdan

visidigi wrote: »

basically they take your money, charge you £70, get it for £50 and do nothing in the collection or delivery process

This is the fundamental element in prompting me to post - why do these companies exist? It's all down to logistics, the couriers are happy to have these 3rd parties deal with customer services for them!