“Appalling service. Checked my parcel was covered by the insurance and not listed in their restricted or non-insurance covered items. Packaged item really (original manufacturer's packaging) well plus covered the box in fragile stickers.
Courier smashed the item.... Customer was great and sent all pics, took the item to couriers office to be inspected and they admitted liability. Expected refund so I issued a full refund for my buyer.
So after 6 weeks and numerous emails, calls, sending proof of postage, proof of packaging, proof of refund sent to buyer, sending photos, buyer sending photos - courier admitted fault and they cover these items but packlink then told me they don't cover these items. Wrong. Their Web page does not list my item as a non covered item. Sent them their link to items they cover and it is covered.
Basically not paying compensation - basically theft off my item. Item is destroyed and I didn't get a refund so I'm over £150 out of pocket.
Customer service continually had to be chased and kept blaming the courier they used but when I spoke to the courier (and my buyer spoke to them) it was a different story.
Pack link are the worst company - they will not refund you when they fail. They will fob you off, ignore you then make you wait weeks before hitting you with 'we don't cover that' despite having paid for them to cover it at time of sending.
Beware at all costs”
“My husband sent a parcel which was well packaged and protected (just as it was sent to us when we bought it) and put fragile stickers all over it. He took insurance on it too to cover loss or damage.
Was sent from Packlink and courier was DHL. Arrived at buyer's house in pieces. After weeks Packlink said they were not refunding us as its fragile we shouldn't send anything fragile in the mail!!
A loss of £150 for us.
Disgusting way for both companies to treat people especially when you have insurance too.
Don't use them!!!!”
“There is no zero star! The worst park when they charge you without notice . Take care people and don’t sign anything without reading. That funny thing after all their failure they treat you like ....”
“Lost parcel of a value of £172 and got £25.00 compensation. Clearly the fault if Packlink as trackingshows they have lost the parcel. No way of contacting them, DO NOT USE PACKLINK”
“Packlink and myhermes never use them again, my parcel was lost I believe was stolen, made complaint and claim both of them no comunication virtual chat and email complaint, they refuse to refund me myhermes blaming Packlink and vice versa
Don't use them ..both are awful and rubbish.”
“Do not touch, complete con artists based in spain, that once your item has been long delivered will hit you with and underpayment charge of whatever they feel like, mine was £60 twice! for an item theat was worth half of this.
DO NOT USE!!!”
“If you use Ebay to sell items but use your own delivery service beware!!! On checking my Paypal account I find I have been charged by Packlink for deliveries that I sent via. my Hermes account, so being charged twice for each parcel. On one occasion I was charged £11.05 and £8,82 for the SAME parcel that actually went via Hermes (£7.89) so the postage charge came to £27.67. I got the 11.05 refunded but not the £8.82, it didn't meet their requirements. Ebay has become too greedy and needs some competition.”
“Had problems for months now with Packlink service, almost 100% problems when chosing Hermes, not able to actually speak with a real person and resolve issue easily. latest problem, 6"x 6" x2" parcel weighing 400 grams sent via hermes 29/&/20 on 29/7/20 hermes delayed Parcel 48 hours AS "Too Large an item, needs specialist Van" Now 11th August, and despite providing photographic evidence of the actual parcel, cannot get any response/explanation whatsoever from Packlink or Hermes on what should be relatively easy issue to sort out despite contacting both on a daily basis. Virtual assistant or chatline absolutely hopeless, need real person customer services. DO NOT USE EITHER OF THESE COMPANIES EVER. You have been warned”
“despatched item with this company ,arrived damaged and resealed,items missing from box which i reported. they requested photos of the box which i sent ,recieved email confirming the box was damaged. arround a week later recieved a email asking for pictures of the internal packing ,lucky customer kept the box,
they claim not packed correctly and refused to honour my claim
just recieved another invoice from them claiming i understated the size of the package and charged me a further £7.50 .
noted from several other customers quotes i have read on line this appears to be there normal reaction .
*****AVOID”
“Do not, under any circumstances, use this company. Never use them through eBay or anywhere else. Go to the delivery companies direct, or use Royal Mail. They will lie, cheat and anything else to avoid compensating.
The worst third party parcel company whom I had the misfortune to come across, I cannot understand how eBay can endorse them, unless they deliberately want people to get terrible service to make them lose their product and upset customers.”
“DO NOT USE! After parcel is delivered they scam you by claiming you owe extra postage costs. I’m currently disputing this with PayPal. If you google this company you will see hundreds of similar stories. Avoid”
“AVOID! Appaling 3rd party service via eBay then delivered with Hermes. Damaged box in transit, resulting in missing item for my buyer who I then had to refund. Sent them images of damaged box and they conceded it was done in transit and would be followed up. Next message I get, a week later, saying send more photos of box which buyer has now binned or they can't do anything. AVOID”
“AVOID! Appaling 3rd party service via eBay then delivered with Hermes. Damaged box in transit, resulting in missing item for my buyer who I then had to refund. Sent them images of damaged box and they conceded it was done in transit and would be followed up. Next message I get, a week later, saying send more photos of box which buyer has now binned or they can't do anything. AVOID”
“AVOID! Appaling 3rd party service via eBay then delivered with Hermes. Damaged box in transit, resulting in missing item for my buyer who I then had to refund. Sent them images of damaged box and they conceded it was done in transit and would be followed up. Next message I get, a week later, saying send more photos of box which buyer has now binned or they can't do anything. AVOID”
“Absolutely dreadful company. Bought insured Hermes shipping through them, the package got lost (that part is on Hermes), but it took days to get through to anyone at Packlink. Then they set up a support ticket for the issue and I hardly heard anything from them. I constantly had to ask for status updates. Meanwhile, Hermes would not deal with me directly as I bought the postage through Packlink. Eventually Hermes did admit they lost the parcel. Trying to put in a claim with Packlink is equally as frustrating and long-winded. In the end it took almost 3 months to receive a refund and even that came with a threat in the email stating "If we find the package is delivered after this refund then we reserve the right to take legal action to recover the funds" - a bit cheeky considering according to Ebay you have to refund the customer after about 30 days, so whether it gets delivered after that or not, you should still get the refund as they have failed to provide the paid-for service. Avoid (also avoid Hermes)! Buy directly from the couriers, it's no difference cost wise.”
“Their business model is that they charge you twice: Once for the service you buy and once for reverting it if there is a problem. They don't give you any options and they don't listen to your protests. they save your card info and charge you against your will. If you have to use them, do it only with a dispensable card.
Concretely my case was as follows: I send a parcel which could not be delivered. The customer was informed, that it will be send back to me, but nobody contacted me about it. It was the customer that informed me about this with a month of delay. When I started looking for the parcel, I was informed that indeed, it was not lost and that they would send it back to me but they would charge me for it. From the first mail, I told them, that I did not want to pay for sending it back, but rahter pick it up in person (it was a regional shipping). They kept ignoring my protests and charged me anyway without giving any options. Since I had already resend the product to the costumer via a different service, I ended up paying 3 times for the shipping...”
“Packlink used Hermes to deliver my parcel. Hermes badly damaged the goods, a bicycle hub. The item was very securely packaged and well protected in a box with much bubble wrap. After over a month paclink refused my claim for damages saying that the item was insecurely packaged. I sent pictures of the packaging and the damage done to it but they refused to reply. I will never, ever, use packlink again. They are cheap because they are poor quality.”
“excellent service for ebay users UNTIL they ( or hermes ) lose your parcel - then its a nightmare - complex claims process which takes forever - will not be using again”
“Awful service with hidden fees!
Very bad in communications, after more than one month I've got charged because of the "Overall size", a calculation of sizes that has a limit of 180 cm: the problem is that I submitted all the measurements, so the Overall size fee should have been calculated upfront and not after the billing.”
“Scammers, they charge me for something never asked out of the blue without sending any email, invoice, nothing. It's basically impossible contact them. There isn't a phone number, no email address, no way for ask back my money but their form that doesn't give you any trace of contact with them. Don't put your details in their website if you don't want my same terrible experience”
