poor service from P2G

bobbidyboo

Parcel 2 go has such poor customer service. This is my latest live chat, trying to get an answer to a simple question (FYI, the answer was no, but it took 40 minutes to get that answer out of them). Here is my chat transcript:

Message from Visitor (this is me, they call me visitor for some reason)

do you offer £25 parcel protection as standard without paying extra??

Message from Agent.

Hello, you are chatting to Sara N.

(10 minutes later...)

Message from Agent.

Yes, you can also cover your parcel for the full value during the booking process.

Message from Visitor.
so is the answer yes?

Message from Visitor.

and is that with all parcel bookings?

Message from Agent.

Yes.

Message from Visitor.

so why am I being asked to pay extra to protect it when it's only worth £20?

(no reply...)

Message from Visitor.

appreciate your reply

Message from Agent.

Do you mean when choosing from the quotes page?

Message from Visitor.

when booking a parcel delivery, it offers the option at extra cost but it does not say it's protected for up to £25 without that cost

(no reply...)

Message from Visitor.

It says it costs extra

(still no reply)

Message from Visitor.

Could you reply with an answer please?

Message from Agent.

You will be required to add protection for the parcel value.

Message from Visitor.

You just said I won't if it's under £25.

Message from Visitor.

Now you say I do have to pay extra. Which is the correct answer?

Message from Agent.

In the quotes page, you will see 2 options, 'add with protection' and 'add without protection'. If choose the option to add with protection and declared the parcel value, you shouldn't be asked to any more.

Message from Visitor.

could you use correct grammar please? Do you mean "you shouldn't be asked to pay any more"?

Message from Agent.

Yes, I am sorry for that.

Message from Visitor.

Then that returns to the question: why am I being asked to pay more?

(still no reply)

Message from Visitor.

The value of the parcel is £20 (repeating myself)

Message from Agent.

My apologies, it is now the end of my shift. I am now going to transfer you to my colleague, who will be able to continue to assist you in this matter. One moment please.

Message from Visitor.

how convenient.

(by now around 30 mins have passed)

Message from Agent.

Hello, you are chatting to Fallon.

Message from Visitor.

Hi Fallon, I've just been talking to your colleague for some time & struggled to get her to understand the issue. Once she finally understood, instead of answering the question, she ended her shift & passed me on to you.

Message from Visitor.

I've now been on this chat window for around 20 minutes

Message from Agent.

Okay sure, give me a moment to have a look into this for you Bob. 

Message from Visitor.

It's a simple question that should only take 1 minute to answer

Message from Agent.

Okay so, parcel protection itself is an extra that you can choose to add on. 

Message from Visitor.

Your colleague said it's included as standard without paying extra, for items up to £25.

Message from Visitor.

Is that incorrect?

Message from Agent.

It is not free and £20 is standard when you choose protection, you can indeed edit this on the next page

Message from Agent.

Sorry but no it's not included as standard. 

Message from Visitor.

Then why did you colleague keep me on chat for almost half an hour now twice telling me it's included as standard?

Message from Agent.

You will be required to add protection for the parcel value.

Message from Agent.

This is what my colleague stated. 

Message from Agent.

In the quotes page, you will see 2 options, 'add with protection' and 'add without protection'. If choose the option to add with protection and declared the parcel value, you shouldn't be asked to any more.

Message from Agent.

I believe there is a miscommunication with this message, I believe she meant to say that if you choose the option without protection and declare the value, then your order amount will not go up. 

Message from Agent.

Is there anything else I can help you with today?

(he's about to hang up while I'm typing a reply)

Message from Visitor.

yes, please let me reply.

Message from Agent.

Sure. 

Message from Visitor.

me: "do you offer £25 parcel protection as standard without paying extra??" Sara N: “Yes, you can also cover your parcel for the full value (beyond £25) during the booking process.” me: so is the answer yes? (you do offer £25 parcel protection as standard without paying extra?) Sara N: “Yes” me: “so why am I being asked to pay extra to protect it when it's only worth £20?” Sara N: “… you shouldn't be asked to pay any more.” me: “… then why am I being asked to pay more?” Sara N: “My apologies, it is now the end of my shift. I am now going to transfer you to my colleague” [around 20 minutes have passed, with her giving slow answers to this one question]

Message from Visitor.

It is a very simple question, to which she answered incorrectly, twice.

Message from Agent.

Well, I apologise for this, however, as I have now answered, no, the protection is not free. 

Message from Visitor.

I have now had 30 minutes of my time wasted, which prevents me from doing what I needed to do. So, can you give me the correct yes/no answer to my original question please?

Message from Visitor.

"do you offer £25 parcel protection as standard without paying extra??"

Message from Agent.

As I have now answered three times Bob: no, we do not offer protection for free. 

Message from Visitor.

So the answer is "no"

Message from Agent.

Correct. 

GOT THERE IN THE END!!! 

Incredible they manage to retain customers with this level of service.

theonlywayisup

Probably not a bad rant but no one is going to read a live chat transcript that long (ironically a vent in itself). 

soolin

My only comment is, why go to all that trouble and effort when the compensation is shown clearly and upfront on every single quote. In every case I have tried I see a price with ‘insurance’ and without 

just a completely random search showing the two prices for each quote clearly shown.
https://www.parcel2go.com/quotes?col=219&dest=219&mdd=0&mode=Default&p=1~1&quoteType=Default

helloK_

Can't agree more : Parcel2Go live chat is not helpful at all to answer questions - I spend endless hours on there for the last months & nothing solved : they did not deliver a parcel and item is lost . Until today nobody can tell us where my item is and no refund received yet- an absolute nightmare to deal with them ...