LOST PARCEL & APPALLING CUSTOMER SERVICE I used Parcel2Gp to collect a large parcel from location A and deliver the parcel to my home address within 5 working days. The automatic tracking system on the Parecl2Go website did provide any tracking updates during the 5 day transit time. When the parcel was overdue I contacted Parcel2Go via the 'livechat' system on the Parcel2Go website. The customer service I received from this point on was absolutely appalling. I first corresponded with Karolina R who was unhelpful, rude and failed to address my concerns regarding the lost parcel. I asked to be transferred to a supervisor who would be able to address my enquiry properly. On being transferred to Tom via livechat, he informed me that Karolina had escalated my enquiry due to my use of 'inappropriate language'. Astounded, I asked Tom to identify & ascertain where my language was inappropriate. Tom responded to confirm that this was not the case and that Karolina would require some further customer service training. At this point Tom advised that he would open a missing parcel enquiry and come back to and that if I needed to get in touch then I could ask for him personally. After 5 days of no contact and no further update on the online tracker I contacted Parcel2Go again vie livechat. I asked to be referred to Tom, my request was denied and I was advised by Phoebe that there was no update as 'it's only been 3 days' and was advised that a further update would be provided. After 10 days without any contact from Parcel2Go or any update to the online tracker I contacted them again via livechat. I was advised by Thom that my parcel was now deemed as lost. Before I could request any more details I was transferred to Asha who apologised for the loss, then advised me that the enquiry was still ongoing, then advised me that a claim for loss would be commenced, then advised me that she could request searches for the parcel. At this point I asked what steps had been taken to locate the lost parcel and received no response for 8 mintes. I was then asked to 'please provide the above o with this'. I asked for clarification on what this meant. After 5 minutes I was asked to provide photo's and a description of the item. I agreed to provide this further information and asked when I should expect to receive an update. I received a copy+paste response identical to one I had received earlier in the same exchange. I have now provided Parcel2Go with the further information they have requested and currently await their response, although given the quality of their customer support and the conflicting information provided so far I don't expect to recieve any update and will have to contact them again myself to chase. I'll update on my experience again in the coming days. Livechat transcripts are available upon request.