Poor Customer Service & Miss-Selling. I'm trying to lodge a formal complaint and cannot find email address, the LIVE chat team fob you off with excuses. I'm trying to make a claim and Parcel2go are not wanting to pay out due to theirs and there service providers error. STAY CLEAR OF THIS COMPANY!!!!!! ITS A SHAME THEY DONT HAVE A GOVERNANCE TEAM TO OVER LOOK THIS COMPANY AND ITS CONDUCT. Total shambles of a company and disregard for its users and customers. Parcel2go.com Complaint & Compliance Division Parcel2Go.com The Cube Coe Street Bolton BL3 6BU Dear Parcel2go.com Complaints & Compliance Officer, Consumer Rights Act 2015 Revised On 9th November 2016 & 14th December 2016, you attempted to conduct the following Service with YOUR CONTRACTOR: DX24 Secure Parcel Ref: P2G******** / P2G********/ P2G******** Service Paid For: DX24 SECURE NEXT-DAY DELIVERY Company Who Received Funds: Parcel2go.com The agreed Service I purchased from Parcel2go.com was a 24hr Next Day Delivery Service, which they offered and promoted numerous Courier Companies who deal with Parcel delivery. I Chose DX24 one of their suppliers for my requested Service of next Day Delivery to my Customers. DX24 collected the parcels from my property at the requested days, but once DX24 had collected the parcels I had trouble from the offset with DX24 & Parcel2go.com. I had paid for a 24hr Delivery Service, but what I was getting was a 48hr Delivery Service by DX24. As you can understand having paid for a service I was under the clarification that they would be delivered NEXT-DAY unless there was a problem with either the Parcel or even Driver. I first made contact with the Local DX24 Delivery Hub West Midlands to allocate what had gone wrong and why my parcels were been delivered late or why there was no Tracking Information about its location. Once I had spoken with DX24 I contacted Parcel2go.com via there LIVE chat upon their Website parcel2go.com, I have an ACTIVE parcel Account with this company. Once I had been allocated a Chat Adviser I informed them of my Complaint and concerns regarding the LATE DELIVERY or EVEN NO DELIVERY AT ALL to the adviser who then transferred me through to another chat adviser who for whatever reason told me exactly the same thing as the previous adviser. (See email manuscripts) I was persistent in trying to find out why my customer had not received their parcel. So I asked for a Manager to call me back ASAP so I could resolve and try and sort this out as this was NOT acceptable as the service I had purchased was changed without my knowledge or confirmation. If I wanted a 48hr Delivery I would have Purchased DX48, but I chose DX24 NEXT - DAY. The Contract of which I entered into when confirming the terms and conditions of usage of the service upon checkout has now been broken by Parcel2go.com NOT fulfilling their Service Promises and Services. This is in breach of the Supply of Goods ACT 2015 (Renewed) that any service rendered by a customer WILL be FULFILLED unless otherwise stated with prior notice to the buyer. NOT at any point was I notified about the changes of service I purchased from you. I was only notified when my customer had informed me that NO delivery had been made. I then checked my Parcel2go.com account to find NO information about why it had NOT been DELIVERED. The Complaints Service you offer is Appalling and trying to get in touch with you is a terrible experience on all accounts of the service with Parcel2go.com. I have tried to speak with DX24 about this complaint but rightly so they keep forwarding me back to your company Parcel2go.com as my agreement is with you and not DX24. I have spent a cost of £59.64 with your company just on parcel Deliveries with your Company since I have traded with your company. This does NOT include my LOSS & COSTS in having to REPLACE the Items again with my customers and arrange alternative Delivery for their replacement with another company so I could ensure and have a FULL guarantee that there service I pay for would be rendered and Fulfilled. The whole process of your service for all of my parcels was appalling. I will be sending a copy of this letter to DX24 West Midlands area Manager & Head Office. You as a company have failed to supply my goods and fulfil our agreement on Delivery. As my products will now be rendered Damaged I have to now make another set of products for MY customer who wants his parcel before Christmas. I am now out of pocket financially on all of the parcels as I had to replace the goods and PAY AGAIN for another Delivery Service. We agreed with the Terms & Conditions upon Checkout for the services Dated that this service would be conducted on: 9th November 2016 - 14th December 2016. However, I have had the following problems: * Non Delivery of Service Purchased *Lack of Communication with Clients & Users *Miss-Selling OF a Service * My Loss Financially In Replacing the Items again with the Customer * Poor Customer Service * Does NOT FULFILL Agreement or Contacts its Customers back when a Complaint has been lodged. *Recompense form Parcel2go.com & DX24 for Failed Services that you have supplied and Damaged to the products internally due to their contents. * If services purchased had been conducted, I would NOT be complaining regarding your services. According to the Litigation law, I am entitled to have this service conducted done in a reasonable time and the services carried out that I had paid for when making the order with you at the time of booking with parcel2go.com. I can agree that you made an attempt to conduct your side of the service with you provider but once your provider had the product in their possession that’s when the issue had arisen. I know you contract our services out and I will also be complaining to DX24 manger s and their Head Office to ensure No other customer encounters the same issue that I had have encountered with parcel2go.com. I can also accept that these could also be isolated incidents and that there can be problems from time to time, but having 3 parcels ALL have the same issue CANNOT be an isolated incident. The drivers that attend the property are either mislead by the days and turn up for the Parcels either a days earlier and I have to contact the West Midlands Hub and rectify the issue with then and book direct with the Delivery manager of that Hub. I cannot find a contact number for parcel2go.com and I have only been able to contact you via the live chat and I have had 1 telephone call from Andrew Customer Services Manager for Parcel2.go com. He was very understanding in my issues and problems and wanted to help in any way he could, and advised that I would be best making a claim and outing all of my problems I have had with parcel2go into an letter and forward that in with the Evidence that I could have had forwarded to me by the customer or the Email Live chat manuscripts I would Like to Claim on ALL 3 parcel the Insurance fee of £20.00 on each Parcel =£60.00 and also have the parcel Fees Credited to my Parcel2go.com account or Refunded to my payment method for the Transactions. I think my request is acceptable given the circumstances your Company and Suppliers have NOT carried out the agreed services that was purchased upon your website. Can you please respond to my complaint in the next 7 days, if you fail to respond or remedy this issue in this time, I will have no option but to consider taking the matter further with Trading Standards and your legal Compliance Governance Authority. Yours sincerely Steve White Company Owner Addiction Baits