Parcel2Go - negligent lost parcel & customer service a WARNING

Roberto10

Hi all

For one I don't normally post on forums but I'm a little miffed.

A few weeks ago I sold an item on ebay value £75 and decided to post the item via sourcing a courier on the Parcel2Go website - the courier I selected was Yodel 48hrs.

A week after posting I got a message from the buyer saying that he hadn't received the item, and to fair has been really patient given that he expected the item in the advertised 48hrs. I've now reimbursed the buyer to avoid customer sat issues.

I contacted Yodel direct although the contract was through Parcel2Go they were somewhat reluctant to get involved. It took lots of prodding via social media to get any form of movement from either party. I established that the parcel was lost not P2G.

This is what appears the final missive from Yodel was and it made me so angry that I'm posting it here and if all else fails let it serve as a warning to others. Bear in mind that I'm not RECEIVING the parcel I'm chasing it up on behalf of a frustrated buyer. This was made pretty clear on numerous occasions.


Twitter <twitter@sm.myyodel.co.uk>
4:07 PM (19 hours ago)

to me

Good afternoon Martin,

I thought I’d be better off explaining in an email some more details about your parcel.

Firstly I’d like to say I understand your frustration as you've not yet received your parcel. Your parcel was last scanned on the 10th November, as this is the case I have been in contact with the depot for you. The depot have conducted a full depot search and unfortunately we’re unable to locate your parcel.

My best advice to you now would be to contact the sender of your parcel and discuss this with them as they will be aware of where we’re up to. The depot have put a note on the system so that when you do contact them they’ll be aware of this.

If you are going to be getting a replacement product sent out with ourselves, please get in touch with me once the sender has issued you a new Yodel tracking number as I’d personally like to make sure this is delivered to you without a hitch.

I hope this helps clear things up for you and please don’t hesitate to ask if you need anything else.

Best regards,

The Yodel Twitter Team

I've given all the details to Parcel2Go and I'm now going through the claims process. I know reading previous threads that I should have done my research so please take it easy on me as a newbie:) especially user mattyprice4004.

thread=4596263 can't post URL.

Any advice as I don't hold out much hope.

Robert10

kwikbreaks

I'd guess that eventually you'll get some compensation if it was insured. If it wasn't then there will probably be some notional limit a fair bit short of £75. Same sort of thing with Royal Mail.

DavidC51

This company is one of the worse out there for customer service. I used their site to arrange a collection by Yodel. They were to collect a parcel the following day and I paid via the parcel2go website.
No one turned up for the parcel and, as it was fairly urgent, I contacted parcel2go via their web chat (as their web site is VERY thin on contact numbers or email addresses!
Their answer was more or less 'tough' we don't guarantee anything. I cancelled and had to make a 15 minute walk in the pouring rain to take the parcel to a local pick up. Parcel2go were absolutely no help. Debra (?) on their web chat promised a refund but it hasn't arrived (that was 2 weeks ago) and when I just contacted them again they knew nothing about the refund. I have requested one again but I'm not holding my breath.
They seem quite happy to relieve me of the money but unwilling to actually do anything when things go wrong.
As an afterthought, Yodel did actually turn up to collect the parcel the day after it had arrived at it's destination!

zarf2007

to be honest, i wouldnt use yodel if it were the last delivery company on earth....you may as well post it in the bin, it has more chance of getting to its destination.

how these idiots are still in business is beyond me.

FSC

I am shocked that parcel2go can operate without any reachable customer service, no number to call, they do as they wish and take your money with no guarantee of delivering the service! I wrote to them after seeing comments various forums website and others and as promised I will go to all the forums to make sure the word is spread:

I booked the service last week Friday (21st November) for collection on Monday 24th November, via TNT but it was never collected and there is no sign of my parcel on the tracking number, and no number to contact you in. I have contacted you a few days ago via the website but had no response yet. However parcel2go was quick and efficient in taking payment from me! I called TNT and because the codes given by your company are different to theirs, they could not trace it.

I am livid that I didn’t read the review for this company before. My document must reach my family lawyer in Brazil early next week and thanks to parcel2go , it is already a week late. I want a full-refund immediately as I am now going to have to book a more expensive collection service thanks to their lack of seriousness. How is it possible that you have no support line?

I will go to every single customers rights websites to let everyone know how inefficient and utterly unreliable parcel2go is.

Nicklt

NEVER use Yodel, they are by far the worst courier service.

I used them, through P2G to send a phone and it was 'lost'. I'm convinced their courier stole it. A day in my local area was recently convicted for stealing from her Yodel delivery round and said she did it because it was 'easy'. She has previous convictions for shop lifting and theft.

Yodel do not background check their drivers. When they lose a delivery they don't want to know.

Poppie68

FSC wrote: »

I am shocked that parcel2go can operate without any reachable customer service, no number to call, they do as they wish and take your money with no guarantee of delivering the service! I wrote to them after seeing comments various forums website and others and as promised I will go to all the forums to make sure the word is spread:

I booked the service last week Friday (21st November) for collection on Monday 24th November, via TNT but it was never collected and there is no sign of my parcel on the tracking number, and no number to contact you in. I have contacted you a few days ago via the website but had no response yet. However parcel2go was quick and efficient in taking payment from me! I called TNT and because the codes given by your company are different to theirs, they could not trace it.

I am livid that I didn’t read the review for this company before. My document must reach my family lawyer in Brazil early next week and thanks to parcel2go , it is already a week late. I want a full-refund immediately as I am now going to have to book a more expensive collection service thanks to their lack of seriousness. How is it possible that you have no support line?

I will go to every single customers rights websites to let everyone know how inefficient and utterly unreliable parcel2go is.

Don't know were you have been looking for contact details for parcel2go ... but the have a dedicated help line and a live chat facility. Unable to post links......Google parcel2go help line.

gd47

Booked collection of two parcels withYodel via Parcel2go.
Confirmed that they would be collected between 7am and 7pm on 3/12/2014.
Waited in all day, needless to say that no-one turned up.
Tried the online chat "help"...utterly useless. Absolutely no help whatsoever...just rebooked collection for the next day.
Again, same old story. No sign of anyone by mid afternoon, so went to online help yet again. Same routine..."Can you confirm the collection address?"...even after previously quoting the tracking number! I was left feeling as though I was an unwilling participant in a bizarre Turing Test experiment, as I had an uneasy sense it was not a "real" person I was attempting to communicate with. Again, an utterly futile exercise, as I was given the answer I expected..."You must give the courier until 7pm..."

Anyway, shortly after the "conversation" I received a text message saying that collection had been attempted!

Back on to the "help" line..."Can you confirm the collection address? " etc. etc.
" All we can do is rebook the collection"
At that point I had just lost the will to live.
I ended up cancelling. They actually asked if I wanted a refund or a credit for future deliveries!!
Let's hope Parcelforce are up to the task later today!

Sorry for the long rant, but I had to share my story as up until now I've been too wound up to even sleep!
Goodnight and best wishes to all (except those b******* at Parcel2go!).

tonymc

Feel your frustration. My wife arranged for a parcel for New Zealand to be picked up 30th November. P2G advised an estimated delivery date of 15th December. When we contacted the recipients over Christmas it had not been received.

When I checked the tracker, it had only reached the UK main depot by 15th.

Since Christmas, I have been in constant contact via the chat option, every time profuse apologies and promised to contact the courier, and nothing heard back. The parcel is now one month overdue, and still P2G will not admit it is lost.

I posted a damming review on their website - unsurprisingly they don't appear to want the truth getting out!!! Never again will we out any business this useless conpany's way.

mgdavid

courier 3rd party broker gets busy at Christmas shock horror.
Tip1 - book direct with the courier company
Tip2 - if the option exists (e.g. for Hermes) make use of the shop dropoff service, it gets your parcel tracked and into their system sooner.

Nodding_Donkey

Unfortunately OP you chose the worst parcel company in the UK combined with the worst 3rd party broker.

The poor parcel never stood a chance.