Parcel2go.com - AVOID

sarahb321

I am not one to get angry, but I have been pushed to the limit by the shocking lack of customer service by parcel2go.com. If you do nothing else, please never ever use this faceless organisation. If I successfully warn just one person not to use this company, then I will have done a good deed.


I sent a coffee table, weighing 26kg and clearly labelled inside and out, back to Amazon on the 21st of July, for next day delivery. The table cost nearly £200, so I paid the extra to ensure that the full value would be covered if it got lost.


It got lost. Following daily (or several times daily) correspondence with Parcel2Go, I was repeatedly told that they were "looking into it". After several days they admitted that it might have been lost, so I had to submit proof of purchase, proof that Amazon hadn't returned it and a detailed description of the box. I did this immediately.


5 days later, and after much chasing, the customer services team sent me an email forwarded, originally from Yodel, with liability admitted by Yodel - essentially saying "sorry, we have lost it". I expected this to be accompanied with some explanation of what happens next. By contrast, the following day I received another email saying that Parcel2go.com is "looking into it" with vague accompanying messages about "searching the depot" and "looking for the parcel".


If any one member of staff could advise me what they are doing which is different from what Yodel has already done, then I would be part satisfied. However, not the agent who emailed me, nor the one on facebook, not the one on the online chat (who kindly went home after 40 mins saying she was "handing me over to Emily" and I had to start again with another agent ... seriously!) were able to advise me what the process now involves.


The lack of regard for the customer beggars belief. I have been told by different agents at different times that it can take 5 days / 2 weeks / 21 days / 30 days to resolve, and that it can take longer as it is a "high value item". ... No kidding .. that is my £200 they are sitting on.


I now see, from an internet search that there is a vast number of people with the same problem. I have set up a fbook group to gather complaints, and will be doing all I can to highlight the shocking practices of this awful company.


Please be warned. Never never use them. Tell anyone you know and post and problems you have encountered here, so that we can make a difference. Customers deserve better.

sarahb321

FBook - parcel2go.com - awful customer service, if you want to join together .... from small acorns grow big oak trees.

imho

Why didnt Amazon arrange a collection from you?

SlowCooker

Awful company. If something goes wrong, they don't want to know and definitely don't want to pay.

sarahb321

I presume because it was a large item it was not one that Amazon offered to collect in their ts and cs. It stipulated that you had to return it and arrange the courier.


The awful customer service continues. If anyone suffers the same fate please can I encourage you to email the following members of the management team. I can only hope that their work ethic is better than the rest of the amateurs that work there.


[EMAIL="l.kinley@parcel2go.com"]l.kinley@parcel2go.com[/EMAIL]
[EMAIL="S.Chandler@parcel2go.com"]S.Chandler@parcel2go.com[/EMAIL]
[EMAIL="k.sykes@parcel2go.com"]k.sykes@parcel2go.com[/EMAIL]
l.yates@parcel2go.com
[EMAIL="james.greenbury@gmail.com"]james.greenbury@gmail.com[/EMAIL]
[EMAIL="j.greenbury@parcel2go.com"]j.greenbury@parcel2go.com[/EMAIL]

sarahb321

Just gets worse ... sending me automated emails saying one thing, but when I speak to them something else is actually the case ... and refuse to pay the insurance payment I paid as "that is what you paid for" .... words fail me.


Thank god I did take out the insurance or would be in real dire straits.

stoatwblr

We've had both Parcels2go and Yodel dump stuff in the bushes by the main gate at work, rather than push the intercom button to get past the barrier arm. Not good if it happens to be raining.

If they get past that point, they also tend to ignore the signs clearly stating that all inward goods must be signed for in the office and just dump stuff at the front door.

Mysteriously, when queried everything is signed for. How they manage that I really don't know, when the CCTV footage clearly shows what they did....


Senders beware.

stoatwblr

I suggest the OP take 'em to small claims.

ebayvendorsince2004

Where do I start.
I spend up to £600 a month with parcel2go, or rather did.
I do not pay their rip off goods in transit insurance at 5% + vat.
Insurance should cost around 1% and vat on insurance is 5% not 20%.
Hermes charge £3.40 for £250 cover - and give you £50 free cover - P2G restrict free cover to £20.
So for a £250 parcel properly covered with P2G you pay £19.08
With Hermes direct it is £8.68
You pay more than double to use parcel 2 go
Couriers have a duty of care to handle goods correctly and not be dropped from a great height - that is pure negligence - similarly losses should not occur, perhaps a small parcel may become misplaced but to lose a parcel 120 x 35 x 35 can only be theft or label displaced - there are no proper procedures in place to deal with the latter.

Whenever you have a claim it is always a drama - if you send them pictures of external packaging they want to see internal packaging.
They always want to argue so he is my leaving message to them
I don't give s**t
I don't want s**t
I don't take s**t
Take that on board as your business model and you will not get people complaining of your services on these forums.
Of all their couriers from my experience UPS appear to be the most efficient and Yodel the most inefficient for losses and failed collections.

Well parclel2go have lost my business and I am sure others will follow suit - here is my parting shot to them...............
People who pay them £5000 + a year will not accept the grief they give them over a measly £35 claim. Get your act together .. people pay you in good faith ... pay their claims in good faith.

bugged

This is probably a worthy addition to this thread: Parcel2go and Hermes Overweight Parcel "Extra Payment Required" Rip Off