Name: Parcel2Go
Rating: 1.46

“Utterly crooked company with drivers that lie and forge signatures! In my case a delivery was claimed and my signature (false) provided. The company has INSISTED it has been delivered. Problem is I have dated and timed CCTV on my Gate, Drive and Door that PROVE beyond doubt that there was no delivery! My Item has been stolen by the courier or their driver! Unless I get this resolved I am going to the police this week about it”

Helpful Report

Posted 7 years ago

Hi Andrew, I’m really sorry to hear you haven’t yet received your parcel. We work with couriers that we believe can deliver very best service possible, so it’s disappointing to know this hasn’t been the case for you. I have your order details and will contact you from this. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“Beware. Like a previous reviewer I got caught out by the change in Hermes pricing structure. On the first screen on Parcel2Go website it asks for the weight and whether parcel is longer than 1m. I gave the weight but ignored the size button since the parcel was well within 1m long. On the next screen I chose My Hermes 2 day (top option) just as I had done for posting parcels before Christmas not realising this option now has a size restriction (45cm) and there is another My Hermes option further down for larger parcels (off screen unless you scroll down) I therefore unwittingly chose the wrong one and have been asked to pay a further £3.41 (£4.09 including VAT) , £2.50 of which is a handling charge. I feel that if I give an accurate weight and agree that my parcel is no longer than 1m then I should be directed to a screen that gives me prices for that spec alone. Also like many previous comments I could find no immediate help contact details and came across this review site by chance. N MacDonald P2G39958136”

Helpful Report

Posted 7 years ago

Hi, I’m sorry to hear about your frustration with this extra charge. Unfortunately, these charges are beyond our control. Because our couriers carry hundreds of thousands of parcels a day, there’s a very slim margin for error when it comes to declared parcel sizes. Couriers issue surcharges for under-declared parcels in order to compensate for the extra time it takes to process them. If you feel you have grounds to dispute this charge, you can do so https://www.parcel2go.com/content/surcharge-info To avoid these charges in future, we’d advise rounding up your parcel measurements when declaring the size and weight. This should compensate for discrepancies between your measurement and the courier’s. On the first page of the booking process, you have chosen a small parcel service, however, seems the item is a medium parcel. The service does show the description saying that your parcel needs to be under 2kg in weight, 45cm x 16cm x 35cm and if this is over, could calculate a surcharge, Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“Booked a delivery to Switzerland for collection by DPD Air Express (1-3 days!!!) on 19 December. Was told it will arrive 22nd at the latest, in time for Christmas. The parcel arrived on 6 January(!!!), late even for the New Year. This looks like a major failure of DPD and especially Aramex payment company, but since there is no feedback channel P2G should have dealt with them (of course they have not). The Aramex provided a broken link for payment of custom fees and no phone number to contact them, then finally on 30th (a week later!!!) sent a text with a phone number. The recipient got the bank account details, paid immediately. On 3rd(!) got an email from Aramex confirming the payment and a confirmation the parcel will arrive in 48 hours. After 48 hours (on 5th) the recipient called Aramex and was told nothing was sent since there was no payment. Absolute mess. After some arguing the recipient was told the parcel will be sent and arrive next day, and the recipient will get a call back. Of course, no call. Nothing in DPD tracker. Tried to call them next day, the worker insulted the recipient by claiming all this is their fault. The customer support is at the same level. All they say in every email is "we have no control over customs" ignoring any arguments about their own failure. Stand off!”

Helpful Report

Posted 7 years ago

Hi PT, I’m really sorry to hear your parcel was delayed in transit. We work with couriers that we believe can deliver very best service possible, so it’s disappointing to know this hasn’t been the case for you. We previously made you aware that the item was delayed due to Customs and this has been explained in the email thread between us. Dianne Fisher

Posted 7 years ago

“Booked My parcel to be delivered back to Poland for a return of brand new bearing component item was supplied to me new but wrong part number. I dropped off my parcel booked by Parcel 2 Go at a Street Locker Box with the appointed courier ' IN - POST' From then on the parcel was tracked to East Midlands Airport then it just stopped and appears now to be LOST ! I tried contacting parcel 2 Go online chat on 10 occasions, the operatives are all very polite but had no effect on finding the lost parcel, i even contacted In-POST in Poland to try and get some tracking update but they say the parcel has never left the UK. I then attempted to claim compensation from Parcel 2 Go this has now taken nearly a month and the claim has now been closed with No communication despite providing proof of purchase documentation etc as requested. Now I am £133.00 out of pocket plus the original delivery invoice from Parcel 2 Go , not to mention hours wasted trying to speak with online chats and calling Poland, The whole Parcel 2 go Organisation seem happy enough to take their delivery charges from me but not able to compensate me when they loose my parcel. I have used Parcel 2 Go on Previous occasions without problems but this episode has left me very annoyed and poorer. I don't think i would recommend the parcel delivery service of Parcel 2 Go to anyone ! Buyer Beware!”

Helpful Report

Posted 7 years ago

Hi, I’m really sorry to hear your parcel was not delivered. We work with couriers that we believe can deliver very best service possible, so it’s disappointing to know this hasn’t been the case for you. Thank you for taking the time to leave feedback — it’s valuable to us and the couriers we work with in helping identify areas for future improvement. If your claim for compensation isn’t being accepted, it could be the case that the parcel in question was sent without Parcel Protection. Adding Parcel Protection to a delivery covers your parcel for a set amount in the event of damage or loss, so it’s necessary to have taken out Parcel Protection in order to make a claim for the full amount. Unfortunately, this was not taken out, meaning that the claim would not go through for the full amount. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“I used Parcel2Go/Hermes to send a painting, very well wrapped in bubble wrap and cardboard, it took 4 days to deliver and arrived punctured through all the layers of packaging and into the canvas in several places. They refused to accept liability for the mishandling of the parcel, costing me a sale,£500 which had to be refunded to the buyer and the original which is now unsaleable. There was no formal complaints procedure, I got handed to a supervisor who told me that they didn't cover 'pictures' and I could make a claim for £20 - less than the cost of the packaging. Next time I will use a taxi, it would have cost me less. I can't imagine what they did with the parcel to cause so much damage.”

Helpful Report

Posted 7 years ago

Hi Joanna, I’m really sorry to hear you had issues with the parcel delivery. We work with couriers that we believe can deliver very best service possible, so it’s disappointing to know this hasn’t been the case for you. Please be advised that there are some items that we can only compensate for loss and not damage (like particularly fragile goods), and some items we can only compensate for damage and not loss. Unfortunately, this includes Painting/Pictures, Framed Painting/Photograph, Picture Frames. I will email you in regards to this issue. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“VOID AVOID AVOID!!!!! - THEY MANAGED TO LOSE A 2.4KG PARCEL WHICH WAS 48CM BY 30CM BY 25CM, GOT COLLECTED THEN MAGICALLY DISAPPEARED. NEVER EVEN GOT TO THE DEPOT! THEY COULDN'T CARE LESS AND NEVER EVEN AWARDED COMPENSATION FOR THE 16 DAYS IT TOOK TO TELL ME IT CAN'T BE FOUND! WEBCHAT WAS USELESS HAD GO THROUGH FORUMS TO FIND AN EMAIL ADDRESS AS THEY DO NOT PROVIDE ANY DETAILS TO CONTACT THEM EXCEPT THROUGH LIVECHAT!!! NOT WORTH THE TIME OR MONEY!!!”

Helpful Report

Posted 7 years ago

Hi Nyx, I’m really sorry to hear you haven’t yet received your parcel. We work with couriers that we believe can deliver very best service possible, so it’s disappointing to know this hasn’t been the case for you. I have your order number and will contact you from this. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“Robbers once again i have fallen for the sting your parcel was bigger than you said, no it was not just another SCAM by a company whose reputation is going to the dogs, Parcel2go get your act together your system is pathetic. D K neller”

Helpful Report

Posted 7 years ago

Hi, I’m sorry to hear about your frustration with this extra charge. Unfortunately, these charges are beyond our control. Because our couriers carry hundreds of thousands of parcels a day, there’s a very slim margin for error when it comes to declared parcel sizes. Couriers issue surcharges for under-declared parcels in order to compensate for the extra time it takes to process them. If you feel you have grounds to dispute this charge, you can do so here - https://www.parcel2go.com/content/surcharge-info To avoid these charges in future, we’d advise rounding up your parcel measurements when declaring the size and weight. This should compensate for discrepancies between your measurement and the courier’s. I have emailed you in regards to this. Dianne Fisher Parcel2Go Customer Services

Posted 7 years ago

“I wish I had read the reviews before using this company. My parcel was collected on time 3 days ago. Still no update on the tracking it just keeps saying collected. Not interested on the live chat either. Very disappointed....”

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. Thank you for taking the time to leave feedback — it’s valuable to us and the couriers we work with in helping identify areas for future improvement. I can see that this parcel was collected on 26.01.2017 and is out for delivery to the next courier today, who will continue with the delivery of the parcel. This has tracked everyday over the previous few days. I have emailed you about this matter. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“Advertising services that they do not fulfill”

Helpful Report

Posted 7 years ago

Hi Korey, I’m really sorry to hear you haven’t had your parcel delivered yet. We work with couriers that we believe can deliver very best service possible, so it’s disappointing to know this hasn’t been the case for you. The item was dispatched on 18.01.2017, however has been received into Customs on 23.01.2017, which explains the reason for the delay in the delivery of the parcel. I will email you to discuss this further. Dianne Fisher Parcel2Go Customer service

Posted 7 years ago

“absolutely useless paid for a next day delivery which didn't happen, parcel missing for over a day, nobody wants to help or is prepared to try will not tell you how to make a claim. will never use them 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. Thank you for taking the time to leave feedback — it’s valuable to us and the couriers we work with in helping identify areas for future improvement. I have emailed you from the order to discuss this further. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“Paid for a parcel to be delivered on a quick service yesterday morning with a same day collection. No one turned up. Rebooked for today, it's now 6pm and they supposedly pick up til 5.30pm, still no pick up. Shocking customer service who "can't guarantee pick up". Very annoyed.”

Helpful Report

Posted 7 years ago

Hi, Really sorry to hear that your chosen courier has failed to collect your parcel. We only work with couriers that we expect to be truly reliable, so it’s disappointing that you’ve been let down on this occasion. Due to reasons that include heavy traffic, roadworks or complications with other collections, it’s not always possible for a courier to collect a parcel on the originally agreed date. That said, I do understand your frustration, and would like the chance to investigate why your collection has failed on this occasion. I have your order number and will email you from this. Dianne Fisher Parcel2Go Customer Services

Posted 7 years ago

“Sent parcel to the Czech Republic , uplifted on time and delivered without any problems a few days later was sceptical after reading bad reviews but no problems well done parcels2go”

Helpful Report

Posted 7 years ago

“***AVOID THIS COMPANY AT ALL COST!!! I recently sent a parcel from the UK to Denmark, and although the fee was a bit more than quoted elsewhere, I felt confident that Parcels2go, using UPS, would do a quality job. I paid the amount, completing the various measurements of my parcel and weighing it, being 10KG. A few days after its collection I received a further email of 'Urgency' stating that my parcel in fact weighed 52.9KG, an extra 42.9KG, which is absurd considering the delivery driver carried it onto the van in one arm. They also said that the parcel was roughly 50cm larger than I had listed and demanded an extra £30 + VAT in order to deliver this. I attempted to contact the company, but as I discovered, they have no telephone number or contact email address... only a live chat. I told a member of staff called 'Lorraine' about these absurd figures, yet she insisted there was nothing more that could be done and that I could not get this money back. I asked for further contact details to speak to someone of a higher position, and was told I could only use the Live Chat. I WILL CONTINUE TO CHASE THIS UNTIL MY MONEY IS RETURNED. AVOID AT ALL COST”

Helpful Report

Posted 7 years ago

Hi Scott, I’m sorry to hear about your frustration with this extra charge. Unfortunately, these charges are beyond our control. Because our couriers carry hundreds of thousands of parcels a day, there’s a very slim margin for error when it comes to declared parcel sizes. Couriers issue surcharges for under-declared parcels in order to compensate for the extra time it takes to process them. If you feel you have grounds to dispute this charge, you can do so here - https://www.parcel2go.com/content/surcharge-info To avoid these charges in future, we’d advise rounding up your parcel measurements when declaring the size and weight. This should compensate for discrepancies between your measurement and the courier’s. I’m sorry you’ve found it difficult to contact us. The reason that we don’t currently have a phone number for customer services is that in order to offer the cheapest parcel delivery prices possible, we need to cut down costs elsewhere. However, you can still contact us via our Live Help facility on our website. Our Live Help system is designed to speed up the process of resolving any problems our customers might have when compared with a standard phone line service. It also helps keep costs down to ensure our customers are always getting the lowest possible prices on their deliveries. I have your details and will contact you from here. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“ABSOLUTE JOKE. Last week the parcel2go website, showed no details that the policy for Hermes small parcels now has a restriction on size. It allowed me to book a delivery and at no time indicated they had put on a size restriction. I have just had notification that their underpayments want £3.41 . Got live help and passed from pillar to post. Pointed me to the worlds worst form that doesn't let you enter the issue details or any comment to the problem. Customer services live help first said the change had been at Christmas then the other operator said August last year. Why has the website only just be updated to show the change.”

Helpful Report

Posted 7 years ago

Hi Mark, I’m sorry to hear about your frustration with this extra charge. Unfortunately, these charges are beyond our control. Because our couriers carry hundreds of thousands of parcels a day, there’s a very slim margin for error when it comes to declared parcel sizes. Couriers issue surcharges for under-declared parcels in order to compensate for the extra time it takes to process them. I can see we have emailed you about this issue. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“Paid for a 24 hour delivery and it still hasn't been delivered 3 days later. They say "Because the delivery is not guaranteed no refund". Parcel2go contacted me and to their credit have offered me an acceptable refund. Thank you Parcel2go.”

Helpful Report

Posted 7 years ago

Hi Antony, 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. Thank you for taking the time to leave feedback — it’s valuable to us and the couriers we work with in helping identify areas for future improvement. I have your details and will email you from here. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“This company is a complete joke book a collection for next day del never collected parcel contacted them told me to rebook guess what never collected again had to message them through there site they said it as just beeen collected from you funny that as the parcel was at the side of me trying to get a refund of them paid 17 pounds for a service I never got one will not use this joke of a company again also I would like to know how it shows on your site it as been collected when it hadn't been collected I had to book with a different company all together after 2 days wasted with this company”

Helpful Report

Posted 7 years ago

Hi John, Really sorry to hear that your chosen courier has failed to collect your parcel. We only work with couriers that we expect to be truly reliable, so it’s disappointing that you’ve been let down on this occasion. Due to reasons that include heavy traffic, roadworks or complications with other collections, it’s not always possible for a courier to collect a parcel on the originally agreed date. That said, I do understand your frustration, and would like the chance to investigate why your collection has failed on this occasion. I have your email details and will contact you from this. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“Paid for a 24 hr delivery with InPost from one of their drop off points in the UK and to an address in the Uk. Four days later the parcel tracking stated " awaiting collection by courier" so it was still in their collection box. After using 'chat' no reasons were given, no solution, no refund just platitudes and a waste of my time. Eventually spoke to a human he promised delivery in another 24hrs. Then got an email its still in the drop off box anotherit will be delivered in another 48 hrs !!! Now I have been promised a refund ,but I don't believe any of their promises and will certainly never use their services again. Parcel has still not been delivered, now it will cost me a refund plus return delivery costs.”

Helpful Report

Posted 7 years ago

Hi Steven, 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. Thank you for taking the time to leave feedback — it’s valuable to us and the couriers we work with in helping identify areas for future improvement. I have your order number and will contact you from this. Dianne Fisher Parcel2Go Customer Services

Posted 7 years ago

“Sent Ebay sale parcel by P2G. Buyer said not delieverd. P2G courier record show parcel handed to courier and he stole-lost-nondelivered. Ebay took £56 to refund the buyer. I asked P2g for refund. They demanded copy of sales. I sent them -They claim they cannot receive attachments to emails! Demanded more. I sent again. Still said not recievd! I said your own record shows parcel not delivered/stolen. Still refusing to refund so I am starting Small Claims Court claim. Use DPD or UPS for reliable traceable service. P2G seems to be operating a scam with stealing goods and also another scam demanding exorbitant extra charge by falsely claiming items are overweight.”

Helpful Report

Posted 7 years ago

Good Morning Rose, We have responded to another post to you to explain the issues with you and what you need to do to go forward with this. Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that we provide you with a good service, so naturally it’s disappointing to hear stories like yours. When you add the claim with us, we do make you aware that you need to provide 2 types of documents to process the claim. I am afraid without these documents, we would be unable to process the claims. The documents required are - Proof of non-delivery - The proof of non-delivery should be a signed Letter or Email from the intended recipient to say they have not received the goods in question. Proof of value - The proof of value should show us the value of the item (excluding profit and any consequential costs) you are claiming. This can be purchased receipt, eBay auction screen shot showing the sold item on 'My eBay', a transaction page from PayPal or an Invoice. I understand that you have been speaking our claims department and you have attempted to attach the documents to this email thread, however, we are unable to receive attachments and have provided you with an alternative email address to send the documents through to us. This has been provided to you on 4 occasions, despite this we have not received any further documents from yourself through to this email address. Would you be able to send the documents we require from you to the email address provided? This will then allow us to process the claim further. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“I prepaid for a parcel to be collected from my home. I received an email to enable me to track the parcel which was being collected by Parcelforce. The link stated clearly that the parcel would be collected between 9am and 5.30pm. It was not collected and I claimed a refund around 6pm. At 6.20pm Parcelforce called for the parcel and the courier informed me that Parcelforce collected up to 7pm. Had I been given the correct information about collection time by Parcel2go I would not have cancelled the collection. Poor service and poor communication.”

Helpful Report

Posted 7 years ago

Hi, I am sorry to hear the driver came later than the original time stated on the booking when you have booked with us. The actual time as provided by the courier are between 9am - 5.30pm and this is the reason these are offered as such on our site. Due to reasons that include heavy traffic, roadworks or complications with other collections, it’s not always possible for a courier to collect a parcel in the originally agreed time. I have your order details and will email you from here. Dianne Fisher Parcel2Go Customer Service

Posted 7 years ago

“Not happy! Sent a child's xmas present to Italy via Parcel 2 Go and the courier Parcel Worldwide sent it back to me on January 6th. After a number of calls have found it has even left UK shores! If there had been a problem I gave my number and the recipients as well as the correct address. Now have been round the houses just trying to find out how I can contact Parcel2go. An easy to find email address on your website would be a good idea!”

Helpful Report

Posted 7 years ago

Hi katharine, I’m really sorry to your parcel has not been delivered. We work with couriers that we believe can deliver very best service possible, so it’s disappointing to know this hasn’t been the case for you. I’m sorry you’ve found it difficult to contact us. The reason that we don’t currently have a phone number for customer services is that in order to offer the cheapest parcel delivery prices possible, we need to cut down costs elsewhere. However, you can still contact us via our Live Help facility on our website. Our Live Help system is designed to speed up the process of resolving any problems our customers might have when compared with a standard phone line service. It also helps keep costs down to ensure our customers are always getting the lowest possible prices on their deliveries. I have emailed you from the order directly about this. 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