Parcel2go. Good when they work, appaling when it goes wrong.

Marty1972_2

Visidigi
I would disagree that all of Parcel2go know what is going on as they risk reputational failure which leads to a lot worse for the company. Surely if they have such slim margins what they need to do is attract customers, not push them away. A good customer is a briliant advert as they will pass on the good news. However, a customer who has been let down can push out is a far more powerful message as they have been let down.
It is not difficult to tell the truth and add a personal touch to customer care and that will bridge most divides. I experienced this once and thought it was the road to recovery, but in the end it was another empty promise. Customers only want someone to care and this is not what Parcel2go appear to be able to grasp.
I have threatened Watchdog and carried out the action and I hope it exposes the sham of a support network they have.
I absolutely accept that Parcels do go missing and mistakes are made, but at some point people need to admit a mistake or error or it becomes a lie or deception and this is unforgiveable.
I have learned a difficult lesson and hope that others learn from my mistake that if you buy from them, you can expect the same 'service' as I and many others on this site have got if there is a problem.

Tarkus

Hi, I posted elsewhere about Parcel 2 Go and their woeful lack of customer care, such that I will no longer use them.

I received this from them recently regarding a claim:-

"Thank you for your email and please accept my apologies for the delay with my response.

I am sorry to hear that you have had such a frustrating experience when contacting ourselves and shall be looking into the chats you have had with our online operators, taking appropriate action and providing training where necessary.

I have looked into your order and can see that your claim was approved on the 3rd January and on this occasion, our claims team have overlooked that a proof of non delivery could not be provided."

On this occasion, I had a result by them recognising their shortcomings, but not until after similar lenghty frustrating 'chats' and email chains.

A couple of email you might be interested in are:-

Katherine Black - Head of Customer Services [EMAIL="k.black@parcel2go.com"]k.black@parcel2go.com[/EMAIL]

Fil Adams-Mercer - Founder - [EMAIL="fil.adams-mercer@parcel2go.com"]fil.adams-mercer@parcel2go.com[/EMAIL]

I cannot speak for what success you may have in your crusades to get justice from them, but sympathise wth each and everone who falls foul of their practices. Let's hope the market reaps justice.

visidigi

Marty1972 wrote: »

Visidigi
I would disagree that all of Parcel2go know what is going on as they risk reputational failure which leads to a lot worse for the company. Surely if they have such slim margins what they need to do is attract customers, not push them away. A good customer is a briliant advert as they will pass on the good news. However, a customer who has been let down can push out is a far more powerful message as they have been let down.
It is not difficult to tell the truth and add a personal touch to customer care and that will bridge most divides. I experienced this once and thought it was the road to recovery, but in the end it was another empty promise. Customers only want someone to care and this is not what Parcel2go appear to be able to grasp.
I have threatened Watchdog and carried out the action and I hope it exposes the sham of a support network they have.
I absolutely accept that Parcels do go missing and mistakes are made, but at some point people need to admit a mistake or error or it becomes a lie or deception and this is unforgiveable.
I have learned a difficult lesson and hope that others learn from my mistake that if you buy from them, you can expect the same 'service' as I and many others on this site have got if there is a problem.

You can disagree all you like, but they have plenty of satisfied customers saying good things about them. They are VERY successful (as are other third party courier vendors...like interparcel, parcel monkey etc.)

pheonix2001

Hi
Parcel2go are the worst service I have ever used of any company - don't use them - they do not deserve your money. They STOLE my item. It was a collectors glass framed Elvis movie poster which they claim to have broken but would not return because they were not insured to deliver broken glass - even though the broken glass was heavily sealed in cardboard box. So it is sitting in some warehouse somewhere - ridiculous.
No refund, no compensation, no returned item. Really awful abysmal service. You have been warned.

visidigi

pheonix2001 wrote: »

Hi
Parcel2go are the worst service I have ever used of any company - don't use them - they do not deserve your money. They STOLE my item. It was a collectors glass framed Elvis movie poster which they claim to have broken but would not return because they were not insured to deliver broken glass - even though the broken glass was heavily sealed in cardboard box. So it is sitting in some warehouse somewhere - ridiculous.
No refund, no compensation, no returned item. Really awful abysmal service. You have been warned.

So you shipped something on a no compensation service and you then critiscise it when it has a problem?

https://www.parcel2go.com/shipping-items.aspx

:undecided

cobblersman

I sent a brand new Apple Ipad with parcel2go and Hermes on 16th January 2013. It still hasnt arrived and all I get is excuses and flannel from parcel2go. The customer service is rubbish - no phone number - just email chat. Delivery should be 3-5 working days , its now 8 working days 12 in total! WEbsite still says delivery 21st January ... but today is 29th January and NO IPAD. It seems Im not the only one getting valuable items going walkabout with parcel2go and Hermes. The online tracking is as useful as a chocolate teapot! It shows 15 entries but they still cant say where it is. The company is run by Richard Adams-Mercer and other members of the Adams-Mercer Clan. Its farcical - rubbish disgusting NON EXISTENT customer service - DO NOT USE THIS COMPANY - ITS A HORROR FILM just like THE ADDAMS FAMILY ....Except this ADAMS FAMILY has NO ADAMS FAMILY VALUES. Where's my IPAD?:mad::mad::mad:

visidigi

cobblersman wrote: »

I sent a brand new Apple Ipad with parcel2go and Hermes on 16th January 2013. It still hasnt arrived and all I get is excuses and flannel from parcel2go. The customer service is rubbish - no phone number - just email chat. Delivery should be 3-5 working days , its now 8 working days 12 in total! WEbsite still says delivery 21st January ... but today is 29th January and NO IPAD. It seems Im not the only one getting valuable items going walkabout with parcel2go and Hermes. The online tracking is as useful as a chocolate teapot! It shows 15 entries but they still cant say where it is. The company is run by Richard Adams-Mercer and other members of the Adams-Mercer Clan. Its farcical - rubbish disgusting NON EXISTENT customer service - DO NOT USE THIS COMPANY - ITS A HORROR FILM just like THE ADDAMS FAMILY ....Except this ADAMS FAMILY has NO ADAMS FAMILY VALUES. Where's my IPAD?:mad::mad::mad:

Hmmm, now, did you insure it for its full value?

paulofessex

pheonix2001 wrote: »

Hi
Parcel2go are the worst service I have ever used of any company - don't use them - they do not deserve your money. They STOLE my item. It was a collectors glass framed Elvis movie poster which they claim to have broken but would not return because they were not insured to deliver broken glass - even though the broken glass was heavily sealed in cardboard box. So it is sitting in some warehouse somewhere - ridiculous.
No refund, no compensation, no returned item. Really awful abysmal service. You have been warned.

Not a fan of P2GO at all, however it must be said that in this case it seems unfair to say that P2GO have stolen your parcel, if it has been stolen it would be the courier.

Lazloe

I have been trying to sort out a claim for damaged goods for three and a half months. After supplying photos of the packaging, both interior and exterior and the damage I finally got pargel2go to admit liability. They then first of all asked me to return the goods to them, then changed theirt minds and asked me to get an estimate for repair. As the case was cracked through impact damage I got a quote for a replacement case which I emailed to them.
They further procrastinated by waiting a week before admitting that they couldn't read the attachment to my email and giving me another email address. I forwarded the quote to the new email address and then ghot slience for over two weeks before I again got ont he live chat to ask what was happening. The adviser told me that the claim would be completed within 48 hours.

One week later I again contacted them and have now been asked to return the goods to them again to allow them to review the damage. They already have plenty of detailed photographs of the damage so I suspect this is another delaying tactic in the hope you will just give up.

Today I have emailed the head of customer services ([EMAIL="k.black@parcel2go.com"]k.black@parcel2go.com[/EMAIL]) and given them 7 days before I take them to the small claims court for the full insurance value, plus postage, plus costs.

I wouldn't mind but I paid for the insurance (£9.80 for £200 cover, a 5% premium!) and I have even offered a settlement, which is more than I can for them.

My ebay buyer is understanably unwilling to release her hard won goods into their hands.

Anyway I will let you know what the result is, and if it goes to court I will post a step by step procedure.

Just out of interest I checked companies house and at the last returns P2G had £3,500,000 in the bank with over £1,000,000 net assets. I suspect that they are sat on a lot of our cash!