Name: Parcel2Go
Rating: 1.46

“have had my parcel since the 15th Dec, allegedly tried to deliver on 16th and then again on the 19th. however I have been home all day on both occasions so I don't really see how this could happen. But of course the live chat option just is not active on their site and every phone number I searched for on the web is disconnected hmmm wonder why. I did however after a very long search find a number that appears to work but would you believe it nobody answers it. Very very disappointed and angry by this service and I would never recommend this company to anybody.”

Helpful Report

Posted 7 years ago

Hi, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have emailed you directly from the order to ask for further information on this. Unfortunately, Parcel2Go do not have a phone number as we are online based. We do, however, have a 24 hour Live chat option available on our website. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“My parcel no moved since 7 december and I am always waiting”

Helpful Report

Posted 7 years ago

Hi, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have emailed you from the order to discuss this further with you. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“nobody picked up a parcel on the day..neither next day because driver couldnt pick it up.. no more info why. took different company..picked up the parcel next day in the morning”

Helpful Report

Posted 7 years ago

Hi Mon, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have emailed you from the order to discuss this further. Dianne Fisher Parcel2Go Customer Services

Posted 7 years ago

“I ORDERD A COLLECTION FROM P2G FOR TODAY ( 17/12/16 ) WAITED IN FROM 8AM TILL 9PM ( WAISTED THE WHOLE DAY FOR NOTHING ) FOR THE COURIER TO ARRIVE, NOTHING ! THERE WAS NO MESSAGE INFORMING ME WHAT WAS HAPPENING. I CALLED LIVE CHAT BUT ALL I WAS TOLD WAS THAT ANOTHER COLLECTION COULD BE ARRANGED FOR MONDAY. TOLD THEM THAT I WILL BE GOING ON HOLLIDAY TOMORROW AFTERNOON AND WON'T BE BACK UNTILL 3RD OF JANUARY. I WAS THEN TOLD TO TAKE MY PARCEL TO MY LOCAL PICK-UP, I DONT DRIVE, THE PACEL IS TOO LARGE AND HEAVY TO CARRY AND ITS A 20 MINUET WALK TO MY NEAREST PICK UP,THAT ALSO CLOSES AT 9PM. ALL I HAVE BEEN OFFERD IS A BASIC REFUND. VERY DISAPOINTED WITH THIS SERVACE AND THE LACK OF SOLUTIONS FROM LIVE CHAT.”

Helpful Report

Posted 7 years ago

Hi Mrs J Salmon, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have your order number and will email you directly from this. Dianne Fisher Parcel2Go Customer Service.

Posted 7 years ago

“Poor Customer Service & Miss-Selling. I'm trying to lodge a formal complaint and cannot find email address, the LIVE chat team fob you off with excuses. I'm trying to make a claim and Parcel2go are not wanting to pay out due to theirs and there service providers error. STAY CLEAR OF THIS COMPANY!!!!!! ITS A SHAME THEY DONT HAVE A GOVERNANCE TEAM TO OVER LOOK THIS COMPANY AND ITS CONDUCT. Total shambles of a company and disregard for its users and customers. Parcel2go.com Complaint & Compliance Division Parcel2Go.com The Cube Coe Street Bolton BL3 6BU Dear Parcel2go.com Complaints & Compliance Officer, Consumer Rights Act 2015 Revised On 9th November 2016 & 14th December 2016, you attempted to conduct the following Service with YOUR CONTRACTOR: DX24 Secure Parcel Ref: P2G******** / P2G********/ P2G******** Service Paid For: DX24 SECURE NEXT-DAY DELIVERY Company Who Received Funds: Parcel2go.com The agreed Service I purchased from Parcel2go.com was a 24hr Next Day Delivery Service, which they offered and promoted numerous Courier Companies who deal with Parcel delivery. I Chose DX24 one of their suppliers for my requested Service of next Day Delivery to my Customers. DX24 collected the parcels from my property at the requested days, but once DX24 had collected the parcels I had trouble from the offset with DX24 & Parcel2go.com. I had paid for a 24hr Delivery Service, but what I was getting was a 48hr Delivery Service by DX24. As you can understand having paid for a service I was under the clarification that they would be delivered NEXT-DAY unless there was a problem with either the Parcel or even Driver. I first made contact with the Local DX24 Delivery Hub West Midlands to allocate what had gone wrong and why my parcels were been delivered late or why there was no Tracking Information about its location. Once I had spoken with DX24 I contacted Parcel2go.com via there LIVE chat upon their Website parcel2go.com, I have an ACTIVE parcel Account with this company. Once I had been allocated a Chat Adviser I informed them of my Complaint and concerns regarding the LATE DELIVERY or EVEN NO DELIVERY AT ALL to the adviser who then transferred me through to another chat adviser who for whatever reason told me exactly the same thing as the previous adviser. (See email manuscripts) I was persistent in trying to find out why my customer had not received their parcel. So I asked for a Manager to call me back ASAP so I could resolve and try and sort this out as this was NOT acceptable as the service I had purchased was changed without my knowledge or confirmation. If I wanted a 48hr Delivery I would have Purchased DX48, but I chose DX24 NEXT - DAY. The Contract of which I entered into when confirming the terms and conditions of usage of the service upon checkout has now been broken by Parcel2go.com NOT fulfilling their Service Promises and Services. This is in breach of the Supply of Goods ACT 2015 (Renewed) that any service rendered by a customer WILL be FULFILLED unless otherwise stated with prior notice to the buyer. NOT at any point was I notified about the changes of service I purchased from you. I was only notified when my customer had informed me that NO delivery had been made. I then checked my Parcel2go.com account to find NO information about why it had NOT been DELIVERED. The Complaints Service you offer is Appalling and trying to get in touch with you is a terrible experience on all accounts of the service with Parcel2go.com. I have tried to speak with DX24 about this complaint but rightly so they keep forwarding me back to your company Parcel2go.com as my agreement is with you and not DX24. I have spent a cost of £59.64 with your company just on parcel Deliveries with your Company since I have traded with your company. This does NOT include my LOSS & COSTS in having to REPLACE the Items again with my customers and arrange alternative Delivery for their replacement with another company so I could ensure and have a FULL guarantee that there service I pay for would be rendered and Fulfilled. The whole process of your service for all of my parcels was appalling. I will be sending a copy of this letter to DX24 West Midlands area Manager & Head Office. You as a company have failed to supply my goods and fulfil our agreement on Delivery. As my products will now be rendered Damaged I have to now make another set of products for MY customer who wants his parcel before Christmas. I am now out of pocket financially on all of the parcels as I had to replace the goods and PAY AGAIN for another Delivery Service. We agreed with the Terms & Conditions upon Checkout for the services Dated that this service would be conducted on: 9th November 2016 - 14th December 2016. However, I have had the following problems: * Non Delivery of Service Purchased *Lack of Communication with Clients & Users *Miss-Selling OF a Service * My Loss Financially In Replacing the Items again with the Customer * Poor Customer Service * Does NOT FULFILL Agreement or Contacts its Customers back when a Complaint has been lodged. *Recompense form Parcel2go.com & DX24 for Failed Services that you have supplied and Damaged to the products internally due to their contents. * If services purchased had been conducted, I would NOT be complaining regarding your services. According to the Litigation law, I am entitled to have this service conducted done in a reasonable time and the services carried out that I had paid for when making the order with you at the time of booking with parcel2go.com. I can agree that you made an attempt to conduct your side of the service with you provider but once your provider had the product in their possession that’s when the issue had arisen. I know you contract our services out and I will also be complaining to DX24 manger s and their Head Office to ensure No other customer encounters the same issue that I had have encountered with parcel2go.com. I can also accept that these could also be isolated incidents and that there can be problems from time to time, but having 3 parcels ALL have the same issue CANNOT be an isolated incident. The drivers that attend the property are either mislead by the days and turn up for the Parcels either a days earlier and I have to contact the West Midlands Hub and rectify the issue with then and book direct with the Delivery manager of that Hub. I cannot find a contact number for parcel2go.com and I have only been able to contact you via the live chat and I have had 1 telephone call from Andrew Customer Services Manager for Parcel2.go com. He was very understanding in my issues and problems and wanted to help in any way he could, and advised that I would be best making a claim and outing all of my problems I have had with parcel2go into an letter and forward that in with the Evidence that I could have had forwarded to me by the customer or the Email Live chat manuscripts I would Like to Claim on ALL 3 parcel the Insurance fee of £20.00 on each Parcel =£60.00 and also have the parcel Fees Credited to my Parcel2go.com account or Refunded to my payment method for the Transactions. I think my request is acceptable given the circumstances your Company and Suppliers have NOT carried out the agreed services that was purchased upon your website. Can you please respond to my complaint in the next 7 days, if you fail to respond or remedy this issue in this time, I will have no option but to consider taking the matter further with Trading Standards and your legal Compliance Governance Authority. Yours sincerely Steve White Company Owner Addiction Baits”

Helpful Report

Posted 7 years ago

Hi Steve, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have looked into this and can see the courier attempted the collection of the parcel on the first collection day and they have also taken a picture of your door to prove they were there for the collection. The parcel was collected, and unfortunately delayed due to the sheer volumes of parcels being sent through the network at this time of year. The drivers are working very hard to ensure that parcels are delivered as soon as possible, however, some are delayed slightly. I can see the parcel has now been delivered to the receiver. I have located your order and will email you directly from this. Dianne Fisher Parcel2Go Customer service

Posted 7 years ago

“HAD SEVERAL MISSED PICKUPS WITH NO COMPENSATION, ALSO JUST PAID FOR A PARCEL AT OVER £30 FOR ''EXPRESS'' DELIVERY WHICH HAS A COLLECTION WINDOW OF 9AM-5PM AND SHOWING ''NO GUARANTEE'' OF DELIVERY SOONER THAN IN THREE DAYS TIME.. THIS SERVICE IS DIABOLICAL AND A MASSIVE RIP OFF AND AN ABSOLUTE JOKE AND I AM IN THE PROCESS OF MAKING A FORMAL COMPLAINT TO TRADING STANDARDS AS WELL AS MAKING MY FEELINGS KNOWN TO MY LOCAL MEMBER OF PARLIAMENT”

Helpful Report

Posted 7 years ago

Good Morning Tom, I am sorry for the confusion here with the collection of the parcel and the service you have booked. When booking, you are made aware that the service is collection all day and that we do not offer collection time windows. The service for Express does not mean that we would offer you a 1 hour time window for your parcel being collected, as this is not a service we offer. The service booked is a working day delivery, and for a collection being made on Friday would be due to be delivered on Monday. If you required the parcel being delivered on Saturday, then you could have booked this service as a higher price than the service chosen. I have your details and will contact you from the order. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“Took seventeen days to deliver a parcel. Online chat help is a waste of time. It is just a feeble exercise in pretending to provide customer care. The same pre prepared phrases used every single time I contacted them. Not one of them was any help whatsoever. Just kept repeating the same line. Your parcel is out for delivery and will be delivered within 24 hours. Every single time it was a lie. The parcel never reached the delivery driver on any of these days. The first time the driver saw it was this morning, 15/12/16 as proved by the tracking system. 17 days after it had been collected. Tried the complaints line, that is just as useless. No acknowledgement that this service is appalling, and seem to think that taking 17 days to deliver a parcel is no grounds for complaint, or refunding the cost of sending the parcel.”

Helpful Report

Posted 7 years ago

Hi Robert, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I can see you have been discussing this with our team who have offered you a refund for this due to the problems that were caused with the delivery. Please accept my apologies for the service. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“Parcel due to be delivered by today 15.12 16. Not delivered live chat no help. Birthday ruined. Collected 7.12.16 .exoect better service fir price which is not cheap. Would never use again.”

Helpful Report

Posted 7 years ago

Hi Susanne, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have received your order number for the parcel and I have contacted you directly from this. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“If I could give you less than one star I would. Nobody has contacted me or collected this parcel, which has to be in Manchester by tomorrow! I shall now have to go to a bike agency to take this parcel as I have had no communication from you either. Web chat - was totally ignored. This is not professional and unfortunately for you, I am a barrister. Therefore, you shall be invoiced for all costs incurred with a 28 day to pay. After that I shall make an application to take you to court and obtain my money back. I booked EXPRESS delivery and have had no service at all. You dont answer your phone, internet chats etc, and I dont have anymore time to waste as have had no text to tell me where the driver is or even if there is one. It is completely illegal for you to take monies on this basis.”

Helpful Report

Posted 7 years ago

Hi Lyndsay, I am sorry to hear you feel you have received a poor service here with the collection & delivery of the parcel. I am rather confused about the review you have provided here which comments on a parcel that has not been collected. However, this review was added before the cut off time for the parcel collection. I have checked your order, and I can see that your parcel was collected yesterday and is out for delivery to the customer today. Therefore, this has been collected on the date you booked and is being delivered in the time frame booked. I am going to email you directly to discuss this with you, Lyndsay. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“Avoid this company at all costs.... I have sent a parcel to Australia to my son and daughter in law for Christmas. The parcel was dropped off on the 21/11/16 and was due to be delivered 6/12/16 the parcel has not arrived! I opened a case as the parcel has been tracked to a depot in Australia on the 23/11/16. I contacted web help and filed a missing parcel form... they have advised me that it has been delivered and my son signed for it! LIE ONE! the second person said no form has been done!!! no wonder I cant email or chat to customer service as they must have realms of complainers!!! I am an elderly lady and I have been brought to tears by the constant lies from this company do not use them .... EVER! I just want someone to not lie to me and find my parcel!”

Helpful Report

Posted 7 years ago

Hi, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have located your order number and will contact you following this. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“I booked a courier on 29 November 2016 to send a parcel to my mum and brother in Australia with a guaranteed delivery by 8th December 2016. By 10th December heard nothing from Parce2Go so I followed it up. Tracking history said that an attempted delivery had been made - nothing else. I contacted Parcel2Go on 12th December to be told a bucket of lies how the parcel would be redelivered 13th Dec, then to be told that as it had chocolates in the parcel it would be sent to Australia. Whilst I was dealing with an online webchat with Parcel2Go the parcel was delivered back to me. It never left the UK and sat somewhere for over two weeks. Their service is appalling, no one knows what is happening and don't rely on them. Use another carrier, don't get caught like I was. Edit”

Helpful Report

Posted 7 years ago

Hi Melissa, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I am sorry for the confusion here, however, from the tracking it seemed the parcel was attempted to be delivered. This tracking was actually for the parcel being returned to yourself and not to the delivery point. Unfortunately, there are a number of different things in the parcel that could not be sent to Australia due to their Customs restrictions. The courier responded after the first contact to them and confirmed this could not be delivered due to the contents of the parcel. I can see you have left a review for us on another website and I have responded on here and also emailed you in regards to this matter. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“I wish I wasn't able to give even one star to this ridiculous company.I have been waiting for a parcel over two weeks and still yet to receive the parcel. tried reaching there customer service on phone, but that didn't work out because I was on queue for over an hour. Was able to get an adviser on chat who promised my parcel would be delivered following day which turned out to be a lie when i spoke to a different adviser couple of days after. Requested to speak to a manager and the adviser I chatted with promised a manager would call me same day before 5pm. It's now two am still waiting for manager call back and my parcel. The service this company provide is appalling. they be swayed by cheap price. Now i am praying they still have my parcel. I have read loads of reviews from people saying yodel end up claiming they can't find there parcel. Shocking service from company and its and adviser, Just shocking!!”

Helpful Report

Posted 7 years ago

Hi G Onwuemene, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I can see you have received a call back this morning in regards to this issue and they have discussed how they are going to go forward with this matter. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“I booked a Parcelforce Express 24 hour delivery, printed the labels off, prepared the parcel and took it into the local main PostOffice in Penrith, Cumbria. It was scanned and taken from me, I was given a receipt showing the date and time if posting as 29th November 2016 at 09.06 hours. I expected it to be delivered within 24 hours of that time. I tracked the parcel the next morning to see that it had not left the Post office where I posted it. It was picked up early that afternoon 30th November, 28 hours after posting. It was delivered at 11.28 on 1st December 51 hours later. This parcel was urgent and it was late very disappointed with the service.cant even get a refund for bad service.I will not be using again.”

Helpful Report

Posted 7 years ago

Hi, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I will contact you from the order directly. Dianne Fisher Parcel2Go Customer Services

Posted 7 years ago

“Twice they failed to deliver even though I had to stay in for 8am - 8pm. Only thing they can do is re book but then you have the same scenario!! I am waiting on them doing something about it just now but I wont hold my breath! If satisfactory I'll update. :(”

Helpful Report

Posted 7 years ago

Hi Morag, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I can see that the parcel has been rebooked for collection and has been collected by a different courier for you. I will contact you from the order directly. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“Informed that my parcel would be delivered no time given waited in all day finally courier attempted delivery at 6.00pm and I did not hear him. He left a note with unreadable scribble on it and the spaces for name and contact details blank. I have been back to the tracking site which says the courier will attempt to redeliver again no other information, so when its coming only God knows if ever. At least with the post office if you miss there delivery you know that you can collect it from the main sorting location PS don't try live chat they just quote data protection and leave you”

Helpful Report

Posted 7 years ago

Hi William, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I am sorry for the confusion with the delivery, however, the driver would not leave details on the card for himself and you would need to re-arrange the delivery through ourselves. The courier, does not allow collection from a depot as this is not in their service. I am sorry you missed the parcel being delivered. In regards to data protection, there is a small amount of information we can provide you with due to you being the receiver. I can see the parcel has now been delivered to the delivery point. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“My parcel was dropped of on the 30th of November. Its been lying in the depot since 5.12.2016 and i have had no update whatsoever.I keep getting the same email stating they cant discuss the package being delivered to me as I am not the sender.I have had pa kages come quicker from Japan .I order o line all the time and have never come accross such lack of service. You cant even get a contact number for the company i had to set up a twitter account to get in contact with them. For such a large company its very unpressional. ive been chasing the sender parcel2go and nightline back and forth with neither having a clue whats going on. My status on parcel2go states the package has been dropped to nightline with nightline stating theyve never received it its ridiculous. i was advised by parcel to go it would be with me no later then 8.12.2016 now im stuck on my 21st birthday shopping for a replacement due to incompetence. I ordered this product on 17.11.2016 with it sitting with you from 30.11.2016”

Helpful Report

Posted 7 years ago

Hi, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I can see we are chasing the delivery of this parcel to see where this is at the moment. I am going to email you in relation to this. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“After initial concerns causing me to review poorly, Parcel2go have been extremely attentive and made sure that all has gone well - genuinely good customer service. - my only issue was that contact details for help are a little difficult to find initially, but they have been very kind and easy to deal with since”

Helpful Report

Posted 7 years ago

“Booked for myHermes. 3 days nobody has come to collect it. I dropped off by myself to drop off point. Delivered too late and the buyer refused it because no longer needed. I have 7 days I'm still waiting for return. I lost a customer , money and time. I will never use parcel2go and myHermes again.”

Helpful Report

Posted 7 years ago

Hi, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have emailed you directly from the order to discuss this further with you. Dianne Fisher Parcel2Go Customer Services

Posted 7 years ago

“I chose DPD to send my parcel through (via the Parcel2Go website), on a 3+ day service - DPD says it'll take 2-5 days. Which may be true...but I dropped it off on 1 Dec, and I've just tracked it to see why I've not had a refund yet, and see it wasn't picked up from the drop-off point until 8 Dec. Don't know if the fault is Parcel2Go's or DPDs (and DPD is really well run and I've never had problems with it, so I suspect it's Parcel2Go's fault for not telling DPD there was a package to pick up). Either way it's a nightmare - just hope it gets there before my return/refund period expires. I can't see a way of contacting Parcel2Go on their website - there may be details in an obscure place. I wouldn't use this again, I don't feel I'm getting what I was promised/paid for.”

Helpful Report

Posted 7 years ago

Hi Ann, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have emailed you directly from the order to discuss this further with you. Dianne Fisher Parcel2Go Customer Services

Posted 7 years ago

“paid for 24 hour delivery and turned up 4 days later spoke to the live chat who did not really want to no.They said the time was just an estimate”

Helpful Report

Posted 7 years ago

Hi K J Wardle, I am sorry you have had issues with the delivery of this parcel. When looking into this, the parcel was dropped off and picked up on 07.12.2016 and is out for delivery today. This parcel is being delivered in the service description booked for the 1-2 working day delivery service. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

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

Parcel2Go Reviews