DHL via Parcel2Go have not collected my item, anyone have experience with what to do next?

GervisLooper

I used parcel2go the other week for an almost identical package and no problems; but that is only once so not a good sample size.

I sold an item on ebay and set the pickup date for yesterday to collect from home and they didn't show up. I double checked the collection address and it is right.

My mum was in all day and no show and no updates on tracking.

Having gone through parcel2go it is trickier to know where the error has occurred. I thought maybe it could be that DHL were just too busy to collect (covid related perhaps) that day but somehow I doubt it as they have been extremely reliable when I have ever received things from them. I am suspecting it is more likely parcel2go cocked up somehow and didn't get the details to dhl.

Thing is the user will be expecting the item so have to sort it in a timely fashion. I am not sure whether to wait today and then claim refund or refund immediately and book direct. I was thinking wait til early afternoon then if nothing then just cancel and rebook with someone else.

Reading on trustpilot parcel2go make it difficult to get a refund by other accounts but I paid by paypal so could go that route.

mgdavid

I've just had a similar case. I booked a DHL drop-off at shop via P2G. At the dropoff shop it scanned as 'invalid parcel' twice. I went home and claimed a refund giving 'not picked up' as the reason, and rebooked with UPS. Concerned about the complete absence of LiveChat support on the P2G site I messaged via their facebook page, got a reply and explained the issue via DM. Same day I had an email confirming refund being processed. So all good - but never did find out what caused the issue in the first place.

GervisLooper

mgdavid said:

....

I actually managed to get through to their livechat within about 20 minutes today. They also could not give me any reason why it was not picked up and said they couldn't give me a discount since pickup date is not guaranteed. Since the livechat person was helpful I agreed to try another date for tommorow so fingers crossed it will be ok. If not I will certain get a refund and look elsewhere for future although having done research in the interim all the other sites seem to have almost the exact same good/bad ratios on trustpilot and similar complaints, so just seems par for the course.

custardy

GervisLooper said:

mgdavid said:

....

I actually managed to get through to their livechat within about 20 minutes today. They also could not give me any reason why it was not picked up and said they couldn't give me a discount since pickup date is not guaranteed. Since the livechat person was helpful I agreed to try another date for tommorow so fingers crossed it will be ok. If not I will certain get a refund and look elsewhere for future although having done research in the interim all the other sites seem to have almost the exact same good/bad ratios on trustpilot and similar complaints, so just seems par for the course.

Collections can be patchy with any carrier. Its an unmeasured/unpredictable workload.
Especially if you are not a 'regular' pick up. 
Couriers have a workload of deliveries in front of them and space constraints in the vehicles, especially for owner/drivers.
Collections are the most likely casualty of excess workload.

KxMx

I have a wonderful Hermes lady who drives a very small car. Her normal timing is around 11am so we are at the beginning of her route.
Had two large boxes for collection a few months ago and I did wonder about her being able to fit them in her car,  11am came and the parcels went, I don't know how she did it!