This is a brief summary of communications that I have had with Parcel2Go and a response from them. After reading hundreds of complaints on several websites, there are literally thousands of parcels that have never been delivered!!!! Is there no Regulatory Board that is concerned that this company is trading??? Where are all these parcels? Yes, things can go missing, but this is beyond a joke. The contents of my parcel were not really high value - around £150, but they held sentimental value. I doubt very much that I will ever see this parcel again, but the biggest concern I honestly have is where are all theses goods??!!! The delivery driver apparently reported that the customer "refused" the goods. This is an out and out lie. So what do they do with these returned parcels. Is this just a blantant scam?? I have contacted Trading Standards. I am at a loss what else to do. These are challenging enough times, and with families being separated for long periods of time, any small reminder from home means so so much. Good afternoon Mr Greenbury, I am contacting you in complete desperation. I booked collection for a parcel to be sent to my daughter on 19 November 2020. The parcel was dropped off at 7.51 pm at local ParcelShop. I was able to track the parcel and realised that the address provided to yourselves would not be the best one to use, as my daughter works all day and I was never sure when she would be home. I repeatedly contacted your online chat and was told that they had contacted the local agent and the address would be updated. Despite me contacting your online chat almost every day for an update, I was told again that they had contacted the local agent in Spain and that the address had been updated. According to tracking, they attempted delivery to the original address several times, leaving no contact card to say delivery had been attempted. On the 1 December, it states that the customer refused the parcel This is not true, no delivery was attempted. I have contacted your online chat several times since then, due to the fact that on 4 December 2020 tracking advises that the parcel was being returned. Each time, agents became rude and quite aggressive telling me to be patient and that I had to wait 6-8 weeks before they would help me. This time has now passed, and despite trying to contact you via Facebook chat, where I was advised someone would get back to me within 24 hours, I still don’t know where my parcel is. No one appears to know where my parcel is. One of your agents did suggest that it “was probably on a container somewhere”. I have read several websites where there are many of your customers reporting the same issues as I have had. I understand that you are only the agent, but the contract I entered was with you, and you should be working on my behalf. This situation is wholly unacceptable, and I paid for a service that has not been provided. I paid for a guaranteed delivery date, and whilst the monetary value was only around £150, the contents held much sentimental value, and were meant for my daughter who is stuck in Spain as a Christmas gift. I am bitterly disappointed and extremely angry that despite being told that “local agent has been contacted”, “address has been changed”, “system has been updated”, “parcel is probably on a container” and “to be patient!!!”, I still don’t know where my parcel is or if it will be returned to me. This is a very difficult time for most people right now, and parcels can be seen as a lifeline for loved ones that aren’t able to be with us at this time. This whole situation has made a really tough time even worse and I would really appreciate a satisfactory response from you. Thank you for your email. I am sorry to hear that the parcel is set to return. Unfortunately, when a change of address is requested, it is that a request only. We are not able to guarantee the change will be made, once the parcel is with the courier. A change of address can take a few working days to process, also. I can see that Hermes were contacted with the details you passed to our agents. Sadly, they advised the return had already been issued. I am afraid that once a return is actioned, there is no way we can stop this. The parcel will return and can take 6-8 weeks. I would like to apologise once again, but we have to wait for the return of the parcel. If there is anything else I can help you with, please do not hesitate in contacting me. Kindest Regards Faye Taylor Dear Sir / Madam, I am writing to you to raise an issue about: Parcel delivery and collection The issue that I have experienced was: I sent this parcel to my daughter in Spain. I realised that I had sent it to her home address, and tried to change to an alternative to ensure delivery. I contacted you chat helpline almost every day after the first attempt at delivery. I was told that they would contact courier, but they made another 2 attempts and delivery. Finally recording that customer refused. This is not true, my daughter could not have refused it, because she was not at home. Your agents repeatedly told me to wait 24-48 hours and that I should be patient!!! ; and the new address would be updated and I would be emailed. There are no updates on my tracking, can yesterday when I yet again contacted an agent, they informed me that my parcel is being returned!! I am extremely angry and disappointed that there has been a complete breakdown in communication, and lack of information. I now have no idea where my parcel is! I wanted this parcel to be sent for my daughter for 1st December and paid for guaranteed delivery. I am now going to have the inconvenience of having to resend, as well as the cost! Spent a considerable amount of time on live chat trying to resolve being told the same thing day after day. One agent actually disconnected my call! I would like this parcel to be delivered to my daughter in Spain! I have no idea where it is, but I would suggest that you up date me as soon as possible and that you arrange for the parcel to be resent free of charge.