14:52Valentina Hello, you are chatting to Valentina. 14:52Valentina Hi Paul. 14:52Valentina How can I help you today? 14:53Me I've had several messages telling me my parcel wasn't collected. However, the person was available each time and there is no reason given as to why the parcel wasn't collected. Could you please tell me why on each occasion it wasn't collected? 14:54Valentina I am very sorry to hear this. 14:54Valentina Do you have your order reference number to hand? It will begin with P2G and be followed by 8 digits. For example, P2G12345678. It can be found on the confirmation e-mail. 14:54Me P2G********* 14:55Valentina Thank you. 14:58Valentina 28/11/2019 11:04:00 000003003 Pick-up will be attempted between 15:00 and 19:00 today 14:59Me Yes, but I want to know why it wasn't picked up when scheduled and why it wasn't picked up on any of the rebooked times. I don't have much faith it will be picked up today either 15:00Valentina My apologies for the service you have received Paul. 15:00Valentina Could you confirm the collection address please? 15:01Me ******** 15:02Valentina Thank you. 15:07Valentina The address is correct Paul. 15:07Valentina Please allow more time to the driver to collect the parcel. 15:09Me Based on the last few days, he's already had enough time to collect. I want to know why it wasn't collected each time this week already 15:10Valentina The driver did not leave any reason on the tracking but teh collections are not guaranteed. 15:12Me What? You're telling me that I can arrange a collection, rebook it 4 times and none of them are guaranteed? What sort of business model is that? You do realise that under The Consumer Act you're now liable for consequential loss because the person I've arranged collection from is getting very annoyed and is unlikely to want to make the parcel available again which means I will need to claim the whole value of the parcel from you 15:14Me Do you think you should connect me to your supervisor? 15:15Valentina I am now going to transfer you to my colleague, who will be able to continue to assist you in this matter. One moment please. 15:15Phoebe Hello, you are chatting to Phoebe. 15:17Me Hi Phoebe. I hope you can help me more than the last person. Apparently your driver has not given a reason for not collecting on Saturday, Monday, Tuesday and Wednesday and the parcel is supposedly going to be collected today but based on the last few days I doubt it. How can you sell a service that collects a parcel but then say collection isn't guaranteed? I would now like to claim the consequential loss of the whole value of the item. 15:18Phoebe Hi Paul, your collection is booked for today between 15:00 and 19:00. Please allow more time for the driver to collect your parcel. I do apologise in regards to the previous failed collections. 15:19Me That's not good enough. It's been scheduled and rescheduled 4 times so why should I believe it will be collected today. I want to know why it wasn't collected on the other days and you can't tell me. Can you seriously expect me to believe it will be collected today? And I don't even know if someone will be available today for the collection because I had arranged for it to be collected on Monday and then rescheduled it for Tuesday. 15:22Phoebe Collections are not guaranteed Paul as the driver has a route to follow and sometimes things such as weather conditions, delay with a previous collection can occur that will delay the collection of all the other parcels, due to this we advertise the collections as non guaranteed. 15:24Me Clearly not advertised well enough. And if collection is missed one day then it should be guaranteed for the rescheduled time. Missing it 4 times is incompetence. I expect a full refund under The Consumer Act for failing to carry out your service with reasonable care and skill - your driver didn't even give reasons for why it wasn't collected. I also wish to claim under The Consumer Act for consequential loss which is that I'm unlikely to get this item back now as the person I'm collecting it from is getting very annoyed. 15:26Phoebe I do apologise for this Paul. I completely understand your frustration. As advised your collection is booked for today and you have been given a time slot. Please allow more time for the driver to collect the parcel. 15:27Me He's had 4 days to collect it. Do you seriously expect me to believe it will be collected today? You can tell your bosses that I'll be posting this chat transcript online as it shows how bad the service from Parcel2Go is and I want to make sure nobody else has to suffer what I have to suffer.