Parcels2Go Waste of time

braindead1

Transcript from chat.
They have no telephone number to contact and took forever to find the Livechat.

info: Welcome to Parcel2Go. Someone will be with you shortly
info: You are now chatting with 'Renee'
stuart: Hey Renne
Renee: Hello, you are chatting to Renee. How can I help you today?
Renee: Hi Stuart
stuart: My parcel should have been collected yesterday, I booked the day off work as it was from 8 am till 8 pm. The courier never showed up so I unfortunately wasted a full day for nothing
Renee: I am very sorry to hear this.
Renee: Can you give me a minute or two to look into this for you?
stuart: Yes no worries.
Renee: I am sorry for the failed collection here Stuart.
Renee: To prevent you having to stay in to await collection, would you like me to check as to whether there's a drop off option available for this parcel? This could mean a change in label once, which I can confirm once we've established a suitable drop off point.
stuart: No he came today, but its the fact that I told the person I was sending the item too that it would prob reach him by Sat as Hermes do next day, and the fact I wasted a full day
Renee: This is not a next day service Stuart
stuart: No apology, no phone call nothing. You shouldn`t promise a pickup time and not come, its totally unacceptable
Renee: Parcel2Go.com are able to offer lower prices as we are a self-tracking service. Due to this, should there be an issue with a parcel, we aren't always informed of problems so we provide the tracking number so that the parcels status can be closely monitored, and we would not call due to a failed collection
stuart: Well maybe he wouldn`t have received it next day, you guys still failed to pick up the item as promised
Renee: I can understand your frustration , however failed collections can happen for a number of reasons, such as driver illness or car breakdown, which is why we do not guarantee the collection Stuart
stuart: I understand that the person i was delivering too may not get it today if picked up yesterday, its the fact that I wasted a full day off work
stuart: You have my phone number, email. All it takes is a message from the couriers PDA
stuart: I work for Royal Mail, I know how systems works
stuart: This is totally unacceptable I`m sorry
stuart: I`d like to be reimbursed please as the item was not collected as promised
Renee: We do not offer that kind of service on a collection Stuart, and do not advertise as such, we are not Royal Mail
Renee: I can understand your frustration, however unfortunately you were made aware of the service prior to the booking, you were made fully aware the service was non guaranteed, we would therefore not offer a refund based on a failed collection
stuart: So its not guaranteed
stuart: What you have just said pretty much says that any person placing an order with you guys may never have the parcel picked up or delivered as its non guaranteed
stuart: This could possibly be the biggest mistake your company will EVER make
Renee: We do advise you of all this information prior to booking
stuart: Unlike you guy i GUARANTEE this
Renee: If you follow the link you can see the service description agreed to when booking, this was on the quotes page and also on the right hand side of the page throughout the booking
Renee: "Parcel delivery within 3-5 working days throughout most of UK's mainland. Collection and Delivery are not guaranteed but currently enjoy a 96% success rate"
stuart: Does this pop up in the booking flow system?
Renee: This is on the right hand side of the booking on every page
Renee: This is also on the More Info tab on the quotes page.
Renee: This is also found on the website under the different services we offer Stuart.
stuart: Its a pity a contact page for you guys is not as accessible
Renee: You are contacting us Stuart.
Renee: We operate online only, so the live chat is the contact.
stuart: Your number isn`t clear anywhere on your website, but i obtained it and no answer
stuart: This Livechat is hidden deep inside the system
Renee: We do not have a contact number, so I am unsure who you are calling
Renee: It isnt Stuart, you can access live help from the help section, you can also access this via the pop up when booking for example or browsing the wesbite.
Renee: *Website
Renee: I can by all means pass over you feedback however
stuart: I`m sorry, I know you`ve been understand but your policies really do suck.
Renee: I am very sorry to hear that things did not go to plan with this order, I assure you that episodes of this nature are rare and do not reflect our usual high standard of service. Whilst it may be of little consolation, this matter has been reported to the relevant teams for review and will be passed to the courier in an effort to prevent future recurrence.
stuart: I will be forwarding this on to the Ombudsman Services
stuart: I will forward this to as many influential people in the media and social media that I know
stuart: You pretty much stated that no collection is ever guaranted
Renee: If that is how you wish to proceed then that would be your choice
Renee: Okay Stuart,.
Renee: Is there anything else I can help you with?
stuart: But all this could have been avoided with a simple good will refund
stuart: Yes, I hope your car breaks down on the way home and you call the RAC, they say they will be there in 30 mins, then never show up.
stuart: Karma is a !!!!!
Renee: Thank you Stuart

mrcol1000

Well done for being the first person ever to not have a parcel collected on the day it was suppose to be. I hope your planned mass campaign to stamp out this practice is a success. I just hope for Parcel2go customer services sake that your parcel was not fragile.

martindow

Did you book my Hermes via P2G? If you need to take a day off work for a collection it would probably be better to drop the parcel off at a corner shop or a depot locally.

I feel sorry for poor Renee - she is at a call centre looking at a computer. Getting frustrated with someone who has no control over the arrangements for picking up your parcel is ridiculous.

soolin

stuart: Yes, I hope your car breaks down on the way home and you call the RAC, they say they will be there in 30 mins, then never show up.
stuart: Karma is a !!!!!


Apologies, the quote function doesn't work here for some reason?


However, your final comment marks you down as a 12 year old with playground behaviour and spoils your warning somewhat

custardy

I work for Royal Mail, I know how systems works

Tsk tsk Stuart. Working with the enemy :rotfl:

mandy44d

stuart: This could possibly be the biggest mistake your company will EVER make

Lol :rotfl: