Parcel2Go Reviews

Name: Parcel2Go
Rating: 1.46

1.5 Rating 2,184 Reviews

11 %

of reviewers recommend Parcel2Go

Company Reviews

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Metrics

1.5

Based on 2,184 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 11%
Accurate And Undamaged Orders	Greater than 56%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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online@parcel2go.com

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Parcel2Go 1 star review on 31st May 2024

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

Helpful Report

Posted 4 years ago

“APPALLING CUSTOMER SERVICE Need to cancel an order but NO CHANCE! neither live chat not phone number work! DO NOT USE THIS COMPANY - CROOKS!”

Helpful Report

Posted 4 years ago

“I paid extra for guaranteed delivery. Parcel redirected by courier & delivered to another address. Live chat lasted 1 Hour & then changed to another person who wanted all the info again! At this point I gave up . Absolutely NO HELP WHATSOEVER!! Still not resolved. Ongoing. They told me to get the recipient to collect it from another town several miles away> BE VERY CAREFULL ABOUT USING THIS COMPANY AS YOU CANNOT SPEAK TO ANYONE WHEN YOU HAVE PROBLEM!!!!”

Helpful Report

Posted 4 years ago

“Do not use these they are not couriers, showed parcel being despatched on 2nd dec had a delivery date of no later than the 5th dec and still no sign on the on the 8th. Showed tracking on the 2nd then nothing until the 8th saying held up in depot. Parcel2go , they do go MISSING.”

Helpful Report

Posted 4 years ago

“What a terrible company 2 missed pick ups no explanation chat staff work to different rules. due to this my customer has asked for a refund .my advice is to keep well away”

Helpful Report

Posted 4 years ago

“They are thieves and scammers! They lost a bathtub that was insured or refused to pay back for it. They told me that the bath cannot be insured but they took the money for bath insurance. If I knew, I would look for another courier. They cheat people!”

Helpful Report

Posted 4 years ago

“If you're going to send a parcel go direct to the couriers themselves. this company states next day delivery as an option but in my case this did not happen. I contacted them and all they can say is we'll let you know in 1-2 working days, not helpful at all”

Helpful Report

Posted 4 years ago

“spend with them over 5k and they treat you like nothing there is no support just want you money to not fall for there cheap prices as its only good if it goes ok any issues they leave you hanging listen to me from someone you has been there and done stay far away”

Helpful Report

Posted 4 years ago

“There's something not quite right about the 4/5 star reviews on here. It makes me think the company are writing their own reviews. Take a look on Twitter and other sites for the true results. THIS COMPANY IS ABSOLUTELY ABYSMAL!!! They lost my parcel worth £290 and are refusing to pay out. The parcel stopped showing tracking updates after it was at the national sorting hub. It basically disappeared into thin air. I am now left £290 out of pocket with no product to show for it right before Christmas. SERIOUSLY, DO NOT USE THIS COMPANY!!! I cannot stress this enough. The prices are cheap but the service is absolutely shocking. THERE IS NO POINT OF CONTACT, NO PHONE NUMBER AND NO EMAIL for when the delivery goes wrong because they quite simply do not care about the customer.”

Helpful Report

Posted 4 years ago

“Avoid at all costs”

Helpful Report

Posted 4 years ago

“DO NOT EVER USE THIS COMPANY - go direct to couriers! Had an awful experience, their chatbot replies were horrible, cryptic and difficult to deal with. I needed 1 simple parcel delivered they failed to collect 3 times and insisted I re-book before I could cancel. When I was communicating with them they wouldn't explain and had crappy insincere responses.”

Helpful Report

Posted 4 years ago

Helpful Report

Posted 4 years ago

“When there are no issues it works fine. But if you send a lot of parcels it will only be a matter of time before there is an issue. For example, a parcel gets lost or broken. Whenever that happens they are useless. They try to weasel out of honouring the insurance you bought. But recently I've encountered a new issue. One of their couriers, Hermes, has started randomly claiming that your parcels exceed the permitted size. P2G then charges you an extra fee and a fine. The claims are bizarre - claiming small parcels no longer than 20cm are 58cm long. Of course they provide no evidence of this - just take your money from your pre-pay account. Even if you provide evidence proving that the claim is ridiculous you can expect no reply to your evidence without a lot of chasing. When you finally do get a reply they expect that you have taken photographs of every package you send to prove - they won't accept general evidence of the size of the particular item you sent. After about 5 years and having spent £thousands with P2G, I've finally had enough and am moving elsewhere. The convenience of when things go well is not worth the stress of their awful customer service and lack of help when things go wrong.”

Helpful Report

Posted 4 years ago

“BEWARE DO NOT USE. lost my parcel and didn't get any compensation back, made me wait and nobody knows what they are doing. Dishonest company keep away, very bad service. I will never use this company again. Better to pay extra and use royal mail.”

Helpful Report

Posted 4 years ago

“Giving this service 1 star is 1 too many, you have managed to lose x2 separately sent parcels. Your customer service level is non existent. Automated looping forms, chat people with no authorisation, supervisor who will only intervene if customer becomes abusive, it’s enough to make you. and An email address that no one responded to. Totally beyond belief, I will never use again and I advise you not too either and I have no faith in reading the reports below of ever achieving compensation. Should be sent to Ombudsman for review”

Helpful Report

Posted 4 years ago

“absolutely useless, not a single one of them know what they are doing! They have such a monopoly that every parcel sent online seems to go through them. TNT website, dpd website, UPS website, all the same format, all the same useless T*&ts. Had a parcel "returned to sender" but it instead went back to these idiots! Currently waiting on Yodel to pick it up from them and return it to my address. I wish I could avoid them.”

Helpful Report

Posted 4 years ago

“Parcel is lost for over 3 weeks now and there is now way I can get these customer service to open a claim. First time they told me to wait 1 weeks, after 1 weeks they told me to wait 2 weeks, after 2 weeks they told me to wait 3 weeks. They must be really afraid to open a claim with Hermes. A camera worth £500 gone. I wrote it off now. Terrible company!”

Helpful Report

Posted 4 years ago

“Twice in a row courier didn't come for my parcel. When contacted customer services felt that's nothing unusual for them, just a normal practice. You pay for unrespective service, What a waste of time! Cannot understand how they exist.”

Helpful Report

Posted 4 years ago

“Just dont. Lost parcel, no compensation, no phone number if issues arise. Cowboys”

Helpful Report

Posted 4 years ago

“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.”

Helpful Report

Posted 4 years ago

Parcel2Go is rated 1.5 based on 2,184 reviews