Name: Parcel2Go
Rating: 1.46

“Extremely poor customer service. Im a small online retailer. My usual daily sales was 50-60 parcels a day. Recently my sales increased to over 200-300 items a day. We use to use Royal Mail but found Parcel 2 go offered Hermes who worked out cheaper for us. The worse decision i made was to use Parcel 2 go. I received an email saying i was now a VIP customer and had quick access to their 24hr chat and could request a call back if ever needed. I integrated all my selling channels to Parcel2go. Their server is so poor. The website crashes and can't do more then 60 orders at once. That was the least of my worries. I had isssues with so many parcels have labels that could be scanned. Everytime i contact them they say they will look in to the matter but nothing comes of it. I have to chase around and still nothing happens. I have had so many parcels lost die to labels not being correct. Okay, i understand the courier may be at fault but that is not my burden to bare. Iv specifically bought from parcel2go so i have another layer of security and someone who will be able to look after matters witht he couriers if and when matters go wrong. But Parcel 2 go just never resolve anything. I constantly get told i will be called tomorrow for issues that i have on a daily basis. I wait and wait and wait. No one calls. I ask the 24hr chat if in going to get a call to which they tell me i can requesta call back again if i want. Iv been waiting for a call on 79 issues iv had with them for over 2 weeks. Service is atrocious. Never use if your an online/business seller. I think they are only good for sending the odd parcel here and there. They shouk6d not advertise their integration services to other sellers as they will only be ripped off and be told lies. Cannot cope with business sellers. Unless you are sending less than 20 parcels. Absolutely shambolic and useless service from a company that has no other job to do but provide a service. I have now thankfully shifted away from P2G and only use them for a very few parcels a day. Waste of time and money. This company has only made me think of opening my own rival website after all the research i had to do in delivery due to their incompetence. BEWARE P2G. IM COMING FOR YOU!!!!! AND WILL DEFINABLE PROVIDE A BETTER SERVICE THAN YOU!!!!!!!. JUST WATCH OUT. A FLAWED COMPANY THAT DOES NOT LIVE UP TO THEIR PROMISES.”

Helpful Report

Posted 4 years ago

“DON'T BE STUNG BY PARCEL2GO.COM! Having sent many thousands of parcels over the years through them, I have stopped, and my advice are:- 1 – DO NOT USE THEM 2 – DO NOT LEAVE MONEY IN THEIR PREPAY ACCOUNT A lot of the parcels I sent through them were for UK deliveries by Hermes, along with non-UK deliveries by other couriers. From 2017, I started receiving demands for extra payment for some Hermes UK deliveries, on the ground of under-declared measurements or weights of the parcels. Typically, no specifics would be provided as to how the under-declarations were arrived at, but just the amount to be paid, along with an administration charge. I sell only HP print cartridges on eBay, the measurements and weights of all my items can easily be verified by identifying the product sold per the eBay listing, and the specification shown on the HP web site. When this happened, I simply provided them with the said information, and they would waive the charges demanded claiming it was a goodwill gesture to a very loyal customer. I have hence NEVER paid even one of such! Yet, such demands have become more frequent in 2019. Having to provide the details to counter their demands were time consuming and very annoying. I have therefore decided to switch ALL the Hermes UK deliveries from October 2019 to eBay, and to Hermes directly as well. Eight months and hundreds of parcels later, there was NOT A SINGLE DEMAND of under-declared measurements/weight from either eBay or Hermes. In the meantime, I kept using parcel2go.com for my UK non-Hermes as well as foreign deliveries, until yet another demand for a Fedex delivery to Australia in March was received in April, weeks AFTER tracking showed the parcel was delivered. Up till then, I had never doubted parcel2go.com, and thought it was simply Hermes’ mistake for all the previous demands. Using the tracking number, I phoned Fedex, and was told by their customer service agent had there been an issue with the measurements/weight being underdeclared, the delivery would have been withheld until the underpayment was made! I then started looking up online to see if other people had similar experience, and found to my amazement the numerous complaints about this very unscrupulous practice by parcel2go.com as the means to top up their profits:- https://real-deal-blog.com/2015/12/18/parcel2go-and-hermes-overweight-parcel-extra-payment-required-rip-off/#comments And this is ONLY from those who care to reveal such dishonest acts! The actual number of victims will be many times more when those who wouldn’t bother, and those who would think the claims were genuine are put together. When I challenged parcel2go.com to come up with the calculations of how the additional payments was arrived at, they wrote back to ask me to provide information to prove that my parcel was correctly declared, or have the recipient to send a photo showing the actual size of the parcel, despite it having been delivered weeks ago! As I was furious by their having abused my trust in them over the years, I just provided the above link and insisted that this time, THEY would have to come up with the proofs to support their claim. Two months have since passed, and they have still not replied so I think I have given them enough time, even under this pandemic situation, to come clean on this. DO NOT add funds to their prepay account as the amount of any such dubious claims would be frozen until settled. They have also refused to refund the charges paid for a lost parcel, as if it was okay for the shipper to pay even for a failed delivery! Anyone still thinking of using them should read the comments on parcel2go.com at:- https://uk.trustpilot.com/review/www.parcel2go.com https://www.complaintsdepartment.co.uk/parcel2go-uk/”

Helpful Report

Posted 4 years ago

“Shocking. Do not use. Very poor in regards to refund on Insurance. Packaged delivered damaged and missing items. Good communication but then after multiple emails backwards and forwards, spending time taking photographs of packaging and items. Showing replacement costs and filling out their paperwork. Parcel compare then want an original receipt for my goods bought years ago even though I've shown them the replacement costs online. Could have said from the outset and saved me a lot of time. Don't waste your money using them. Go with a more reliable company where Insurance actually means insurance...”

Helpful Report

Posted 4 years ago

“Used this company for years as it was easy but everytime there is a lost parcel or damage they make it as hard as possible to claim if you can actually get hold of them. Sent a parcel and they smashed it in half. A Karcher carpet cleaner how hard is it to do that! Offer the £200 compensation but not the £19 I paid for the privilege! Use a company that values customer loyalty!”

Helpful Report

Posted 4 years ago

“How this company is still allowed to operate let alone able to make any money is beyond a joke, the ineptitude knows now bounds when it comes to this shower of S*** always blame the couriers, on the odd occasion the courier is at fault they then wriggle of their "Pay extra to guarantee your deliver day or get your fee returned in full" Will never use this shambolic bunch of clowns again!!”

Helpful Report

Posted 4 years ago

“Terrible company. They do not update the tracking and they have a really bad attitude”

Helpful Report

Posted 4 years ago

“If I could give them less than a star, I would. I insured my parcel. It went missing. Waited two weeks for them to declare it missing. They asked me if I would like P2G credit, or back to my account. I asked for it to be sent back to my account. In the mean time, I refunded the buyer. A few days later, I get an email to say that my claim has been declined. No reason. I go online to their chat and wait over 1.5 hours, because they keep bumping me out. They apologise for the inconvenience, but the parcel was found and sent to the buyer. It is up to me to liaise with the buyer. I ask for the ombudsman details. They are unregulated. I ask for the name of the insurance underwriters. Ah... they aren’t underwritten as it is done in-house. Sorry for the inconvenience, but this is just the way our business works. Spoke to a supervisor, who had very little business knowledge and couldn’t understand that there were holes in P2G’s business processes. She fobbed me off at the end of her shift with a generic complaints emails. And that’s it. No resolution. The parcel was sent two months ago. I am almost £50 out of pocket, and the parcel hasn’t been forthcoming. What do I do? P2G couldn’t care less. I have been told I will be waiting at least two more weeks, and in the interim, have had all sorts of things going wrong with subsequent deliveries. Luckily, I have found another courier company, and am absolutely delighted!”

Helpful Report

Posted 4 years ago

“LET DOWN AGAIN. PAID FOR FOLLOWING DAY COLLECTION AND 24 HOUR DELIVERY, SHOULD HAVE BEEN COLLECTED ON FRIDAY BUT FAILED, REBOOKED FOR TODAY (MONDAY) AND AGAIN NO COLLECTION, SHOCKING SERVICE, AVOID THESE AT ALL COSTS!!!”

Helpful Report

Posted 4 years ago

“I have used parcel2go several times and on most occasions I have not had any issues. However, I was extremely disappointed at their lack of interest when one of my items went 'missing'... in transit. It took about a month for them to conclude that they won't be able to get it back, and had a gap of around 2 weeks where they did nothing. I feel let down by them and feel that if they had acted earlier and took my claim more seriously, perhaps my item could have been found. I have not received any details as yet on whether they have tracked every single point where my item was handled. They said that they would have refunded me if I had insurance, so blamed me for not having took out insurance when the item would not have been covered anyway??? Utterly disappointed and I have now switched to a different parcel company. Also, they have reported this review on trust pilot when it hasn't even broken any guidelines. Which just proves my point even more.”

Helpful Report

Posted 4 years ago

“Buyer beware if your do not have the receipt for the contents of parcel it is not covered if you make a claim. This is not stated clearly at the time when they are encouraging you to take out protection which is deceitful. Failure to deal with lose of a parcel, I had proof of posting, proof of non delivery, paid for additional protection and they refused claim because no receipt for the cost of item lost in post. It was a child's birthday gift a wooden toy and chocolate, value £20. No receipt kept it was a gift but sent them photographs of item from website (but bought in a shop). I completed the claim process but rejected. I have emailed them during the process but no reply to my emails. I have been a regular customer for years never claimed before but no more. It is the poor customer service and communication that is upsetting. No customer services or complaints contact details. Inaccessible company. Wasted hours jumping through hoops of their claim process, paid for a service and they lost the parcel. No sorry. A disgrace.”

Helpful Report

Posted 4 years ago

“Buyer beware if your do not have the receipt for the contents of parcel it is not covered if you make a claim. This is not stated clearly at the time when they are encouraging you to take out protection which is deceitful. Failure to deal with lose of a parcel, I had proof of posting, proof of non delivery, paid for additional protection and they refused claim because no receipt for the cost of item lost in post. It was a child's birthday gift a wooden toy and chocolate, value £20. No receipt kept it was a gift but sent them photographs of item from website (but bought in a shop). I completed the claim process but rejected. I have emailed them during the process but no reply to my emails. I have been a regular customer for years never claimed before but no more. It is the poor customer service and communication that is upsetting. No customer services or complaints contact details. Inaccessible company. Wasted hours jumping through hoops of their claim process, paid for a service and they lost the parcel. No sorry. A disgrace.”

Helpful Report

Posted 4 years ago

“after losing my microphone worth £1500 they keep promising to contact me, its been 8 months now and around 50 times talking to their chat live and ive still not heard back from you yet this has been ongoing since November and still you don't care first you told me my microphone was in Australia in customs then you told me it was in uk customs then you said it was back in Australia customs then I was informed it was in a warehouse in England , you have no idea where it was and still you try and lie to me and promise you will get back to me but you never do, what kind of company are you ?”

Helpful Report

Posted 4 years ago

“what a rubbish company ---- booked parcel for next day delivery - the did not collect in time --- my client cancelled the order, as it would not arrive in time Tried to claim on the £20 insurance that is supposed to be included in your cost - you try to claim it ---- it's a nightmare - they ask you for proof of non delivery (they are the delivery company), proof of value, etc ...... gave up in the end as they do not want to part with the cash RUBBISH --- RUBBISH --- DO NOT MAKE IT EASY”

Helpful Report

Posted 4 years ago

“This company has been facilitating in fraudulent activities. They refuse to respond or do anything about it! DO NOT USE THIS COMPANY”

Helpful Report

Posted 4 years ago

“This is now my second review for the same thing. I posted a parcel with parcel2go on 22nd April it is now 4th June. The parcel is lost, i have cover for £20 on the parcel, i have opened three cases for a lost parcel and the first one was closed 4 weeks ago saying the parcel had been found then i waited and nothing arrived, i then tried to open another lost parcel case to be told i wasn't aloud, i then went onto live chat and they said they had reopened it for me to which i never had any conformation, so i left it a few days and went back on live chat to be told the agent hadn't opened the case like they said they would so that agent reopened it for me and now just keep telling me to wait. I feel 6 weeks and 1 day is plenty of time to wait! I have just been on live chat to discuss this and was again told to wait and then parcel2go ended the chat before i had chance to reply. I am livid as there is no other way i can contact them and no other way to complain. MY PARCEL IS LOST! REFUND ME THE DELIVERY COST AND THE COST OF THE ITEM IN THE PARCEL. YOU HAVE NOT FULFILLED YOUR SIDE OF THE DELIVERY AGREEMENT. I WILL CARRY ON WRITING THESE REVIEWS UNTIL SOMEONE EMAILS ME TO SORT THIS OUT!!!”

Helpful Report

Posted 4 years ago

“Package wasnt delivered I had to refund the buyer. You just keep asking me to provide evidence of non delivery when I have shown Ebay giving the refund. Hermes confirmed it wasnt delivered. Why is the onus on me to prove it wasnt delivered. The onus should be on you to prove it was delivered.”

Helpful Report

Posted 4 years ago

“Where do I start. The only thing that went right was the collection at the time stated. Delivery was guaranteed 21/5/20. Still not delivered. I have had online chats every single day since to find out what went wrong. Kept telling me they would get back to me in 1-2 days that happened once. Only to be told to contact UPS in SA. No help whatsoever. Would never use parcel2go or UPS ever again and would also make sure everyone I speak to know how bad the service is”

Helpful Report

Posted 4 years ago

“Disgusting. No contact details at all. Only way forward have issued a small claim against them. They won't like that!”

Helpful Report

Posted 4 years ago

“Cant contact Parcels2 go for refund. Phone lines unavailable, no email address. Decided best option issue small claim, very easy to do and not that expensive. Let's see how they like that?”

Helpful Report

Posted 4 years ago

“Never and never come back again parce2go , they charge me 14 pound for delivery for 1 week waiting but not delivery to my address and they send back to sender , my item broken . Dont do them service”

Helpful Report

Posted 4 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