parcel2go

[Stitch Up]

Parcel2Go refuse to discuss any refund at all & their website will not let you leave any negative feedback either.

Parcel2Go were great when things were going right BUT, when things go pear shaped and they lose & damage your package, they are an absolute disaster to deal with!!

Before Christmas I purchased a 50Kg laser printer. They sent a driver to collect it with no equipment to handle such a size and weight. The driver dropped it at first attempt but then managed to get it on board. The printer should have been delivered the following day - it arrived over a week late, damaged beyond use!

Thank goodness I insured it! BUT, my problems had only just begun. P2Go's claims system is designed to make claiming impossible to all but those who persevere! 3 months on and I'm still waiting. Customer care is non-existent, they just don't care.

Will I use P2Go again? NEVER. Utterly disgraceful lack of service, lack of care and zero concern.

[Ian M]

Welcome to Parcel2go.com. Someone shall be with you shortly.
You are now connected with Sarah
Sarah: Welcome to Parcel2go.com online. How may I help you today?
Ian: Hi, I'm still waiting for someone to give me an explanation why it took City Link 96 hours to deliver a Next Day delivery & also why is it impossible to get some kind of refund etc.
Sarah: Do you have your order reference number to hand? It will begin with P2G and be followed by 7 digits. For example, P2G1234567. It can be found on the confirmation e-mail.
Ian: P2G8245083
Sarah: I do apologize Ian but unfortunately this is not a guaranteed next working day delivery
Ian: oh yes it was & that is what I paid extra for
Ian: I really think I need to speak to trading standards about your company
Sarah: You have not paid any extra. You are advsied when booking that this is not a guaranteed service ian:
Sarah: City Link Next Day
Sarah: Collection within the UK mainland. Day definite collections are not guaranteed, however we currently enjoy a 95% success rate. Parcel delivery before 5.30pm the next working day throughout most of UK's mainland.
Sarah: Collections are between 9 a.m and 5.30 p.m. Whilst we try to ensure a next day delivery, it is not guaranteed.
Sarah: http://www.parcel2go.com/service/city-l ... t-day.aspx
Ian: so why do you charge extra for it?
Ian: The parcel was on the collection van for 2 days before going to the depot
Sarah: You choose which service you require Ian and this is clearly stated when booking
Ian: it said Next Day
Sarah: This was not there may of been a delay at the depot.
Sarah: The above is stated when booking and it clearley stated not guaranteed
Sarah: Ian
Sarah: We are not the courier we are the 3rd party so the services which we offer are non-guaranteed
Ian: City Link said the parcel wasn't taken to the depot till Wednesday which was 2 days after being collected from me
Ian: 2 of your staff promised to email me with an explanation & I still have not received one
Sarah: The parcel is taken to the depot at the end of the working day Ian. Im sorry but we are not given an explanation Ian as this is not a guaranteed service.
Ian: so why do you charge more for it?
Ian: also why can't anyone submit negative feedback to your site plus why are negative comments removed from your Facebook page?
Sarah: You choose which service you require but we do make it clear that its not guaranteed we currently run at 96% sucess rate but im afraid some are not delivered. I would advise you to email [EMAIL="quality@parcel2go.com]quality@parcel2go.com[/EMAIL] to get these answers.
Ian: but if I send a parcel via DHL to Melbourne Australia & it is there at their depot in 48 hours but City Link can't deliver a parcel in the UK until 96 hours, bit of a joke really isn't it.
Sarah: Im sorry you feel this way Ian. That would be booking with a courier directly not via a 3rd party like ourselvesd
Ian: I booked the DHL delivery through you........I'm now going to copy & paste this conversation onto a forum where there is over 1,000 business users to let them all know how poor your service is.
Ian: I'll also see what Trading Standards have to say too.
Sarah: Im sorry you feel this way Ian.
Sarah: Many thanks for contacting Parcel2go.com Online. If you do require any further assistance please do not hesitate to come back to us.
The chat session has been closed by your Parcel2Go Representative.

[Ian M]

The above says it all doesn't it.

[Ian M]

Parcel2Go were great when things were going right BUT, when things go pear shaped and they lose & damage your package, they are an absolute disaster to deal with!!

I couldn't agree with you more John.

[John G]

The service you got was pretty poor Ian, but this is a problem you get when using a third party. Looking at parcel2go website they don't seem to offer a next day service, and I think your contract is with them, so any offers the actual courier (TNT) states on their website are null and void.

Still crap service from parcel2go though!

Cheers John

[Ian M]

I do mean what I say in that I will contact Trading Standards because they don't do what they promise to do. I also think they could be breaking a few rules when it comes to the Sales of Goods Act too.

[JSR]

Looking at their website, they do go out of their way to stress that it's not a guaranteed service. However, I'm in agreement with you.

I mean, why have a service called "City Link Next Day" priced higher than "City Link Standard" if the definition for both services is along the lines of "might arrive next day, might take longer"..? By having two services, one of which is called "Next Day", it implies that the "Next Day" service is a "next day" service because otherwise you'd use the "Standard" (not "Next Day") service.

I can understand it if they said "might take an extra day to reach remote locations", which is what Royal Mail say about Special Delivery to places like the Highlands and Islands of Scotland but if the intention is to use "not a guaranteed service" as a carte blanche dismissal of lack of delivery to all destinations, then they shouldn't call it "Next Day" in the first place. They should call it a "1-2 day" service (or "1-3" if they don't want to be tied to a 2-day service).

I also notice on many of their services that the default compensation level is just £20, not the more standard £50 I've seen elsewhere. £20 compensation might as well be no compensation at all (it's less than Royal Mail) and it may be intended to encourage you to pay more for the same compensation level you'd get elsewhere as standard - thus giving the impression that their courier prices are lower than their rivals when it really isn't.

[bms]

Looking at their website, they do go out of their way to stress that it's not a guaranteed service. However, I'm in agreement with you.

I mean, why have a service called "City Link Next Day" priced higher than "City Link Standard" if the definition for both services is along the lines of "might arrive next day, might take longer"..? By having two services, one of which is called "Next Day", it implies that the "Next Day" service is a "next day" service because otherwise you'd use the "Standard" (not "Next Day") service.

I can understand it if they said "might take an extra day to reach remote locations", which is what Royal Mail say about Special Delivery to places like the Highlands and Islands of Scotland but if the intention is to use "not a guaranteed service" as a carte blanche dismissal of lack of delivery to all destinations, then they shouldn't call it "Next Day" in the first place. They should call it a "1-2 day" service (or "1-3" if they don't want to be tied to a 2-day service).

I also notice on many of their services that the default compensation level is just £20, not the more standard £50 I've seen elsewhere. £20 compensation might as well be no compensation at all (it's less than Royal Mail) and it may be intended to encourage you to pay more for the same compensation level you'd get elsewhere as standard - thus giving the impression that their courier prices are lower than their rivals when it really isn't.

Is this another of these instances where terminology we use in every day language is defined differently in the small print somewhere, e.g. next day has a different meaning in the small print in this instance, unlimited texts on mobile contacts has different meanings and certainly doesn't mean unlimited by some operators. I wonder how many other instances there are of such wriggling happening in the small print of t&c's of companies...?

[Ian M]

The way they get away with it is by saying '95% are next day' but, I've now lost count how many times I have been in the 5% which is getting very annoying. It's true what both Jonathan & Martin say in that they wriggle out of it by saying you should read all the T&C's which is mis-leading because as Jonathan says you do pay extra for a next day service which they offer. The thing that really gets me is when you used the City Link tracker it was there on the left in big bold text Next Day Delivery'. What I really want to know is why my parcel was on the collection van for 2 days & not dropped off at the depot.

As for the compensation well, it used to be £50 but they lowered it so they can sell you insurance for more than a value of £20.

As far as I'm concerned about all this is it is a con & as I said will be interesting what Trading Standards have to say about it all.

[mrs maggot]

the compensation has dropped now with many courier companies, as a way of them getting their money back up, one has dropped from £100 to £50 now to £20, and its £4 extra to get it back to £75 !!!