Parcel2go - Giving false information, unwilling to give compensation.

robo989

EDIT - This has now been resolved, parcel2go have certainly put things right to my surprise and have made a post below with this content and feel an edit in the OP is in order so as not to further take their name into disrepute as the company has certainly put things right in my eyes.

I have received a call from Parcel2Go this morning out of the blue, unfortunately I missed the call and called back, I was then told that someone would call me back to discuss the issues I've been having.

A few minutes later, and all was resolved.

I have to give credit to the senior member of staff who has thoroughly researched all the tracking numbers and as a gesture of goodwill offered refunds on the affected shipments.

She informed me there was a mistake on the website with the terms relating to "drop off", when it should say "from collection". This has been amended as a result of this.

All in all, I was absolutely furious until the call but after the call they have certainly put things right and I'm rather surprised in this in a positive way.

I've used Parcel2Go for a long time and not really had any problems with them so I'll put this down to a run of bad luck, Xmas time, so maybe not best service from UPS on their level and maybe a couple of mistakes the way this was handled.

Not often you get a call back with genuine sincerity and a genuine desire to resolve the issue to your satisfaction.

I feel both were offered here and this was a case of customer service done right.

Thanks again

Original Post

Hi there, recently sent out approximately 15 parcels through Parcel2Go, who resell services by various couriers. I used their "UPS Access Point" service which is quoted by UPS directly as a Guaranteed 24 Hour Service, however by Parcel2Go it's quoted as a "Next Day" service, but guaranteed for....

"This service uses UPS Standard service, which has a pre-determined day definite non-guaranteed duration. The service allows you to drop your parcel in to one of their many outlets saving you having to wait in for the driver to collect. Once your parcel has been dropped off, delivery will be made within 1-2 working days through the UPS network."

The Bolded is the important part.

Basically, I initially thought it was guaranteed 24 hour service, this was because I had to speak to UPS about a consignment as Parcel2Go support were useless and kept telling me they would email me back about an issue but never did. They wouldn't even give me UPS number. Anyway quick Google and managed to contact and UPS sorted everything out, asked them what's guaranteed etc and they then told me this.

However I realize this isn't relevant as Parcel2Go don't sell it that way, but they DO sell it as the bolded and that is a quote from their site.

Yesterday I initiated a "LiveChat" session with them to make an attempt at getting some compensation for a few of the parcels that have so far been delivered (after much chasing up by myself and none from Parcel2Go).

During the LiveChat, they made a few outright lies about what they are selling, and how UPS track events during the delivery process.

1. They stated on LiveChat that the quoted 1-2 days delivery is from when the courier "picks up" the parcel, NOT from when it is dropped off, even though their website states.

"Once your parcel has been dropped off, delivery will be made within 1-2 working days through the UPS network"

2. They outright lied that UPS do not log tracking events for "delivery attempts" and that if a parcel is "out for delivery", that this means with 100% certainty that a delivery attempt will be made even though it doesn't appear in tracking events.

Again, this is a lie, as direct from UPS tracking site for a parcel I have this for a single parcel...

Stoke, United Kingdom 12/11/2013 2:36 P.M. The customer was not available on the 1st attempt. A 2nd attempt will be made.
However, I have tracking numbers where the parcels were "out for delivery", but then simply returned back to the depot, with no tracking event to show no attempt to deliver was made, parcel2go live chat CSR used this as an excuse to not offer compensation on parcels affected, saying a delivery attempt was made, it just doesn't show, I asked for proof and they couldn't provide any.

I have confirmed this with buyers of these parcels, who are very angry stating that Parcel2Go/UPS are lying if they say that an attempt was made.

I have a chat transcript of being misinformed on these matters, and the denial of Parcel2Go to offer compensation on the relevant parcels. I was also forwarded during the chat to a "supervisor" called "Richard" to re-iterated, that Parcel2go will not offer any compensation and acknowledged that on the website that it states that delivery is 1-2 days from drop off, but it should say from collection.

So the person has outright admitted that the service is being miss sold, and expects customers to be happy with him simply saying "oh that's wrong, this is how it really is, sorry tough luck" (not a quote from him...

I can attach the chat transcript, it's not pretty reading, there's no swearing or anything silly but I am rather agitated throughout and not polite, but not outright offensive. I hope that's understandable considering I've had buyers of these parcels breathing down my throat.

Won't attach chat transcript for now as it may not be needed. I was really looking to ask where I should take this from here, it wasn't paid on credit card, but it is a Visa card and I know Visa do look into things for Debit card users these days.

So,

1. Bank?
2. Talk to Parcel2Go on phone?
3. Visa?

Thanks for any advice

System

Hi robo989,

I do apologise for the hassle you are having with your parcel orders but a service operator should be contacting you soon in regards to this.

Many thanks

Sam

visidigi

robo989 wrote: »

Hi there, recently sent out approximately 15 parcels through Parcel2Go, who resell services by various couriers. I used their "UPS Access Point" service which is quoted by UPS directly as a Guaranteed 24 Hour Service, however by Parcel2Go it's quoted as a "Next Day" service, but guaranteed for....

"This service uses UPS Standard service, which has a pre-determined day definite non-guaranteed duration. The service allows you to drop your parcel in to one of their many outlets saving you having to wait in for the driver to collect. Once your parcel has been dropped off, delivery will be made within 1-2 working days through the UPS network."

The Bolded is the important part.

Basically, I initially thought it was guaranteed 24 hour service, this was because I had to speak to UPS about a consignment as Parcel2Go support were useless and kept telling me they would email me back about an issue but never did. They wouldn't even give me UPS number. Anyway quick Google and managed to contact and UPS sorted everything out, asked them what's guaranteed etc and they then told me this.

However I realize this isn't relevant as Parcel2Go don't sell it that way, but they DO sell it as the bolded and that is a quote from their site.

Yesterday I initiated a "LiveChat" session with them to make an attempt at getting some compensation for a few of the parcels that have so far been delivered (after much chasing up by myself and none from Parcel2Go).

During the LiveChat, they made a few outright lies about what they are selling, and how UPS track events during the delivery process.

1. They stated on LiveChat that the quoted 1-2 days delivery is from when the courier "picks up" the parcel, NOT from when it is dropped off, even though their website states.

"Once your parcel has been dropped off, delivery will be made within 1-2 working days through the UPS network"

2. They outright lied that UPS do not log tracking events for "delivery attempts" and that if a parcel is "out for delivery", that this means with 100% certainty that a delivery attempt will be made even though it doesn't appear in tracking events.

Again, this is a lie, as direct from UPS tracking site for a parcel I have this for a single parcel...

Stoke, United Kingdom 12/11/2013 2:36 P.M. The customer was not available on the 1st attempt. A 2nd attempt will be made.
However, I have tracking numbers where the parcels were "out for delivery", but then simply returned back to the depot, with no tracking event to show no attempt to deliver was made, parcel2go live chat CSR used this as an excuse to not offer compensation on parcels affected, saying a delivery attempt was made, it just doesn't show, I asked for proof and they couldn't provide any.

I have confirmed this with buyers of these parcels, who are very angry stating that Parcel2Go/UPS are lying if they say that an attempt was made.

I have a chat transcript of being misinformed on these matters, and the denial of Parcel2Go to offer compensation on the relevant parcels. I was also forwarded during the chat to a "supervisor" called "Richard" to re-iterated, that Parcel2go will not offer any compensation and acknowledged that on the website that it states that delivery is 1-2 days from drop off, but it should say from collection.

So the person has outright admitted that the service is being miss sold, and expects customers to be happy with him simply saying "oh that's wrong, this is how it really is, sorry tough luck" (not a quote from him...

I can attach the chat transcript, it's not pretty reading, there's no swearing or anything silly but I am rather agitated throughout and not polite, but not outright offensive. I hope that's understandable considering I've had buyers of these parcels breathing down my throat.

Won't attach chat transcript for now as it may not be needed. I was really looking to ask where I should take this from here, it wasn't paid on credit card, but it is a Visa card and I know Visa do look into things for Debit card users these days.

So,

1. Bank?
2. Talk to Parcel2Go on phone?
3. Visa?

Thanks for any advice

Advice firstly is you are bound by what P2g say, not UPS, it matters not one jot what UPS tell you, you did not contract UPS, you contracted P2G who sub contracted the delivery to UPS.

If p2g say its one way that's the way it is, not what UPS say.

If you wanted a UPS service they quote then, honestly you should have gone via UPS and paid the price they require you to pay (which is much greater than P2G charge in most cases).

Finally the time of drop off is very important. If you drop off at 2pm expecting delivery in 1-2 days its not going to happen - UPS don't do same day collections unless you pay a surcharge.

Its the same in the industry with next day delivery. next day delivery is from the point of collection by the courier. not from the point of ordering.

You need to be speaking to P2G.

Parcel2Go wrote: »

Hi robo989,

I do apologise for the hassle you are having with your parcel orders but a service operator should be contacting you soon in regards to this.

Many thanks

Sam

You need to have permission to post on here in an official capacity, check the rules please.

robo989

Thanks for replies.

I have received a call from Parcel2Go this morning out of the blue, unfortunately I missed the call and called back, I was then told that someone would call me back to discuss the issues I've been having.

A few minutes later, and all was resolved.

I have to give credit to the senior member of staff who has thoroughly researched all the tracking numbers and as a gesture of goodwill offered refunds on the affected shipments.

She informed me there was a mistake on the website with the terms relating to "drop off", when it should say "from collection". This has been amended as a result of this.

All in all, I was absolutely furious until the call but after the call they have certainly put things right and I'm rather surprised in this in a positive way.

I've used Parcel2Go for a long time and not really had any problems with them so I'll put this down to a run of bad luck, Xmas time, so maybe not best service from UPS on their level and maybe a couple of mistakes the way this was handled.

Not often you get a call back with genuine sincerity and a genuine desire to resolve the issue to your satisfaction.

I feel both were offered here and this was a case of customer service done right.

Thanks again.