PARCEL2GO : DREADFUL SERVICE Hi I decided to send a Parcel to Garmin Europe on the 11.08.2018 - (took extra insurance to the value of £300, item to be signed for and guaranteed delivery) and to this day I am still waiting for the parcel to get there. I was taken into hospital shortly after sending the parcel and was bedridden for 2 weeks, which is when I decided to log in and check the status of my delivery as I had not heard from Garmin or Parcels2Go. My order showed as “in transit”. Let me tell you it is a nightmare trying to contact Parcels2Go as you can ONLY chat with them via their online chat which is not easy to find either. After chatting to a member staff online I was told that a claim would be raised (08.10.2018) and they would investigate this matter. I also received an email advising that it would take a minimum of 7 days and they would be in touch with me by the 22.10.2018. On the 22.10.18, (2weeks later) I still had not heard anything from them. I went online to chase the matter. Let me say, the service here was absolutely dreadful. The operator was just reading the same script. No one seemed to want to take ownership. They could not give me an update, they could not tell me who was dealing with the claim or even an update. Told me I could not speak to a senior member of staff and would not give me a manager’s name. After a lengthy discussion, I managed to get the operator to agree on a call back from a senior member of staff before the 12 noon the next working day. Guess what? I’m still waiting for that callback. No callback, however, when later checked the online account on the 24.10.18, Parcels2Go now wanted documents regarding my claim. Proof of item purchase that had been sent to Garmin, and evidence of non- receipt from Garmin (even though I had used Parcels2Go to send my item, and my entire claim revolved around them losing my item) I send what items I had. My screen showed that no further information was required and everything had gone through successfully. Two days later (26.10.18), still no response. Decided to chase the callback and went online, and I was hit with a brick wall. The operator was extremely unhelpful and just was reading company policy and bordered on rude. I was told that I had sent an invoice of purchase but not receipt and they wanted the receipt. They also wanted proof of non-delivery. I proceeded to explain that they had arranged pickup and delivery of my item and they had lost said the item, hence the claim and they would, in fact, have proof of non-delivery but the operator was not having it. I was told that I would need something from Garmin saying that they had not received the item. They also stated that if I submit the information they can confirm that they will deal with the claim, insinuating that if I did not they would not. Felt like I was banging my head against a brick wall here. One hour later and still I was no better. At this point, I requested a call back from a senior member of staff and was told that they cannot guarantee this. They would not give me the name of a person dealing with my claim, managers name or confirm a callback. I requested a transcript of the conversation which went on deaf ears. I managed to copy our conversation before I was rudely disconnected from online chat. I spoke to Garmin (whose service is exceptional) and they sent an email of non – receipt. I did get a call back from a so-called manager in their claims dept saying they needed two weeks further to resolve my situation after sending them the email from Garmin and a copy of the original receipt of product, but I have little faith in their timescales and would like to know what options are available to me. Absolutely a dreadful company, claim still pending