Parcel Force Collection Issue.

piperm87

Hi all,

I’m currently having grief with parcel force and just wondering if any one here has had same experience and how / if it was resolved ?

To cut a long story short I booked a collection for Monday last week with the driver to provide the label, driver came and collected but didn’t attach a label and drove off. There’s no tracking available as the qr code hasn’t been scanned, so as far as PF are concerned it’s not in their network. 

Ive rang their customer services 4 times now and all I get is they will pass my information onto the local depot and they will give me a call for an update - which never happens. The last time I spoke to them earlier today they have told me the parcel is on hold pending an investigation, the depot aren’t responding to the notes sent by customer service and I’ve now escalated to depot manager. I’m also working local to their depot tomorrow so have threatened to pop in to see what’s going on first hand.

Will this ever get resolved or am I losing a battle? I can’t even claim at moment due to him not adding the label but I do have cctv footage which I’m hoping will bode well down the line.

thanks 

the_lunatic_is_in_my_head

Letter before action and small claims if no joy any other way OP.

I know hindsight is 20/20 but always ask the driver for the label and stick it on yourself.  

RFW

piperm87 said:

I’m also working local to their depot tomorrow so have threatened to pop in to see what’s going on first hand.

That would have been my advice. Don't go in aggressive though. You need to be friendly and try and get somewhere. The people on the desk at PF get endless aggravation so if you join in with that you won't get anywhere. 

kalsha

the_lunatic_is_in_my_head said:

Letter before action and small claims if no joy any other way OP.

I know hindsight is 20/20 but always ask the driver for the label and stick it on yourself.  

I have had the postman come to collect parcel without label.  When I refused to give him the parcel, he went to his van and got it!  So all the time he had it but couldn't be bothered to come out with it.  This has only happened when there has been temporary staff.  Our usual postman is a gem.  I trust him totally.

MyRealNameToo

kalsha said:
I trust him totally.

Even if he is trustworthy he is still only human and even the best people make mistakes at times. 

We have a great UPS courier that frequently covers our area. Handed and received many parcels from him over the years but still when giving him the last parcel he scanned it with the wrong scanner and I instantly got a notification the parcel had been delivered. Thankfully he realised himself and switched scanners and I then not a notification that they now have my parcel. 

The parcel was delivered the next day as promised without further issue but I did have to exchange a couple of messages from the buyer to explain why they too had notification of the delivery when they hadn't received it. 

piperm87 said:

I’m currently having grief with parcel force and just wondering if any one here has had same experience and how / if it was resolved ?

Do you have any form of proof that they collected the parcel? Dont use PF collections so dont know if they give you a receipt or not etc. 

piperm87

Hi all,

thanks for the lovely comments and advice. Really appreciate it.

so I went into the depot yesterday and after spending half hour with them we found out what had allegedly happened - they spoke with the driver who confirmed he collected the item, he has planned to put the label on the item once he has returned to the depot. Once there he took the item off the van, went into the office to get the label and return, in the mean time someone else had placed the item once the conveyor (without a label) and now it’s been shipped off to the local hub. 

Luckily I had a photo of the package before it was sent so I’ve emailed it over to the goods in supervisor and left my contact details as they were going to contact the hub to see if they can track them down before giving me an update (I’m not getting my hopes up on either).

as for the original collection, no I don’t have any proof of collection as it’s all linked into the guy scanning the label, because this wasn’t done PF don’t see the package in their network. I do however have cctv and doorbell footage of the driver collecting the item and placing it on his van before driving off.