“Where Should I Start?!!
1. I was not informed of any customs charges. I would not know until I
started to contact the seller. (I did not receive any notification from Parcelforce)
2. When I paid for the customs charges on the 9th October I have informed the operator that I would like the parcel to be delivered on the 17th October. On the 17th October, I have decided to contact Parcelforce at 2:00 pm to check on the progress of the parcel.
I was told to my surprise as I requested for the parcel be delivered on the
17th October that there was an attempted delivery on 11th and 12th October, No letter was left to inform me that there was an attempted delivery otherwise I would have rectified the mistake that occurred.
3. Upon speaking to an operator on the 17th October which I have express how frustrated I am as this was my birthday and that I have wasted the day waiting for a parcel that would not be delivered. I have asked her to arrange a delivery for the next day and I have also ask for an estimated time of delivery. She has promised me that she will call me on the 18th October at 9 am when she starts her shift to give me an estimated time of delivery. On the 18th October 10:26 am I have not received the promised call so I called Parcelforce east to inform the operator that I was waiting for a call and to ask for an estimated time of delivery. The operator has informed me that the estimated time of delivery will be between 11 am – 12 pm.
4. I have called at 2:01 pm inform the operator that I have been waiting for the parcel and it has not yet arrived, that it has passed the estimated time of delivery given to me. The Operator has taken my number to give to the driver to contact me for the time of the delivery and also should there be any problems the operator will call me back.
5. I have called at 4:33 pm to check on the progress as I have not received any call from the driver. The operator has informed me that the parcel was brought back to the depot as the van broke down? I have asked for the operator to pass my call to the manager as I am greatly frustrated that I have wasted 24hrs waiting for the parcel to be delivered and that I have arranged for 2 days annual leave just for this parcel. The operator has taken my number again and she has informed me that she will pass it on to the manager and that the manager will call me tonight before the depot closes.
6. I have called at 5:33 pm to ask to speak to the manager an hour has passed no manager has called me. I have told the operator that I would hold on the line until the manager is available. I was advised not to and was reassured the manager will call me tonight.
7. I have called at 5:41 pm to inform the operator that I will come in to
collect my parcel and that I have needed to hire a cab.
8. Upon arriving at the depot I was carrying 3 filling folders on my arms with letters to show as proof of address and identity to avoid any further issues...The person on the desk needed to open the side door as the parcel was too large to fit "13kg". I am surprised that no one has helped me with it knowing that I only have one free arm available as I am carrying the folders on my other arm and that I need to carry it to where the cab parked.
9. I have received a call from 0207 011 3687 at 6:35 pm but upon answering the call the caller waited to hear my voice then hanged (When my phone ring I have answered it immediately). I tried to call the caller twice straight after but it was just a deadline. I am not sure whether this was the manager who tried to call me.
10. I have again called the east depot 6:37 pm to ask to speak to the manager as the depot closes at 7 pm. The initial call was picked up at the south-east branch which the operator has transferred my call to the east branch. When east branch operator has answered my call the operator has advised me that the manager will now call me to no surprise no one has called me.
Giving them a one star is very generous given the ordeal I was put through.”
“Unacceptable service. I was suppose to receive two 30kg box, sent from the UK on the 9th of October 2017 to France to arrive as guaranteed by the the company 3-4 working days later. The packages didn't arrive until the 24th of October. Not only that, but they arrived in a dispicable state, the polar opposite to how we had sent them. We had wrapped them both securely and safely in vast amounts of strong wearing tape. However when they arrived to us over 2 weeks later they were completely trashed, they had been opened and almost half of my belongings stolen from inside. The things that were stolen included; 2 pairs of ski boots and one pair of Snowboarding boots all brand new. 2 brand new helmets. (All these things were vital to myself and my partner as we are currently on a SKI season with no way of skiing now) brand new fold away storage boxes, an Xbox 360 and GoPro hero 4 to name a few. Now, I understand that parcel force state on their website that they cannot compensate for loss or damage to electrical goods. However we took out insurance on EACH box that would cover us for up to 300 pounds of damage or loss. The two sets of ski boots and helmets alone cost over 600 pounds (which we provided recipes for). The measly sum of £150 which we received to cover BOTH the boxes does not in any way equate to the price of all the other things taken. Parcel force offered a safe service and they did not provide, our parcels were stolen from, damaged and late. We however received no compensation for this. When we attempted to make contact with the company and the 2 other companies (Parcel monkey and GLS) they utilised to make this poor excuse for a delivery to find out where our parcels were, we would state our problem and then would be promptly put on hold every single time until eventually the phone would cut out - again costing us money as these companies all charge for phone calls. I am appalled shocked and as you can imagine extremely upset with what has happened and how the company has 'handled it'. When we filed a formal complaint all three companies passed the blame between each other and it is quite frankly insulting. A ski season ruined and many things lost all down to the appalling 'service' they provided.”
“All other couriers I have used in the past have notified me via msg or a phone call they will attempt to deliver a parcel (especially a big item)Parcel force does not have this practice.You simply should stay at home at all times waiting for them to deliver in the next 3to 5 days.What a poor service!”
“Urgent medication sent from Italy for my dog whose retinas are bleeding, a rare disease, expensive meds.
Saw that it was Parcelforce and my heart sank.
Friday, home all day, delivery did not appear. Driver claimed he attempted and left a card. No card. No attempt,. Not the first time, clearly driver was lying to clock off early on Friday.
Astonishing that Parcelforce vans are not tracked like DPD, if one of their drivers lies about trying to deliver they will know they are lying, that's why they always deliver. And on time.
Customer service tried calling him 4 times but not picking up, probably in the pub by then.
They promised a delivery upgrade, Saturday before 1pm. They promised it.
Nothing arrived.
Another call to customer service, parcel not out for delivery at all until Monday.
Shaking with frustration. Tommy, my dog, continues suffering. Thanks a lot Parcelforce.”
“Bristol Depot.... Need I say more! I was due to receive my parcel on Friday. Taking to day off to ensure I get the item. I continued to check on the tracking page and around 11:00 I get an update (Address problems (insufficient address)). I called the depot and spoke to Angela who advised that the address was missing. How it got to the right depot then is a miracle!
I confirmed the address and was advised that the driver would be informed and if possible would return during the day but worst case it will be tomorrow (Saturday). I queried this as Saturday's are premium and was told that it would be tomorrow as they now run Saturday deliveries.
No sign of the driver for the rest of the day and checking the tracking this morning my parcel is still sitting in the Bristol Depot. I called the depot and was advised that they can only deliver on Saturdays if a fee is paid. I offered to pay the fee but it was too late to send the package now.
So I will have to wait for Monday now and hope for the best!”
“Yesterday at 7.05am, Parcelforce sent me a text to say a delivery was going to be made between 14.00 and 15.00. As I knew I wasn't going to be in, I texted back 3 for the delivery to be rescheduled for the next day, which was acknowledged. The delivery was attempted anyway, then the driver left the parcel (a table) at my local post office. I contacted them, and spoke to someone who apologised and said that a note had been sent to the driver about the redelivery and didn't understand why they had tried to deliver or took it to the post office. I was told they would contact Stoke office and tell them that delivery was to be made today as I had asked and that I would be called. It looks like this was not done. I wasn't called, and I don't think anyone would have as I had to call back this morning to find out what was going on. I was then told that has it had been dropped off at the post office, it was now out of Parcelforce's hands and if I wanted it delivered, I would have to wait up to 3 more working days. This is very poor service and I am extremely annoyed about it. Luckily, someone will collect the parcel for me today as I have no transport myself to do so.”
“The most incompetent bunch of idiots!
Paid £100+ for express next day global delivery, was posted on Thursday afternoon, didn't arrive until Monday afternoon.
Of course I have put in a refund claim, two weeks ago. I was told it would take 48hrs. They have no phone number for these issues so you must speak online via live chat. I have been speaking with Emily who claims she is the head of the department, but yet everyday when I speak to her its the same answer, you claim has been passed onto the refunds team.
So not only do they miss their delivery deadlines by miles, they then withhold your money and lie to you.
Avoid at ALL costs.”
“This company is by far the worst courier I've dealt with.
First, Parcel Force took my package to the wrong depot at the other end of the country. Then, the package sat there for 3 days before they bothered to send it back to the correct depot, which also manage to take 2 days.
At this point, I'd left the country for work, and the package was due to arrive while I was out of the country. I spoke to parcel force, and emailed parcel force, to arrange the box be taken back to the sender so they could find another courier to send it to me, as it was urgent I received the delivery. Two Parcel Force staff even confirmed the box was on its way back to sender - and then what happens, parcel force deliver the box anyway. They have not made any effort at all to fix their mistakes.
I didn't realise that things like this still happened in the digital age. Any time I've used FedEx or DHL they've known exactly what's happening with deliveries and have been very organised.”
“"Your parcel has been returned to our depot following an attempted delivery or a problem locating the address. Our driver will have left a card explaining what to do next."
This is not true. No delivery attempt was made. No card was left. My address is extremely easy to find, no courier has ever failed to do so, and I get a lot of deliveries.”
“I dread it when a company uses parcelforce for delivery.It's 100% guaranteed they will mess it up one way or another. Then your left running around to fix their idiocy. It's inevitable. It's a shame this company hasn't gone out of business yet. Hopefully soon”
“Nothing ever goes right with this company. Dissatisfaction guaranteed. 24Hr deliveries tend to take 3 days. Lost parcels, having to collect from postoffice after paying expensive delivery prices. Our company has stopped working with this company as it creates a ton of work for customer services.”
“I was in all day. No-one knocked on the door, nor rang the bell. Nothing was put through the letterbox. Consequently, I was unaware of a parcel being delivered until my partner came home from work and found it on the porch. It's a large parcel, and it was left in full view of anyone passing my house. I've had several issues with ParcelForce in the past, and this shows just how unprofessional the drivers and the company are. They never change.”
“Package from Solicitor in city of London to South London that was tracked for next day delivery. It arrived two days later in an unmaked van and the driver just didn't care less.
Third class service from what is supposed to be a first class service by price, as reliable as a chocolate tea pot.”
“They failed to deliver my parcel, the driver threw a notification through the slot in the doorway into the letters, despite the fact that I was at home all day long. They left my parcel on the post office which is far away from my house. I called them and I received a promise to deliver it again. Nothing happen in next days so I called them again, and again I got a promise of redelivering. Nothing happen again (no redelivery, no phone call). Finally, two weeks after receipt of the notification I had to spend some extra time and money to got my parcel by my own from the local post.
My advice, avoid them, they are time and money waster.”
“Posted three items ,one lost, one damaged they fail to deliver on all accounts absolute rubbish service lets hope they go out of business and make all the useless individuals they employ redundant, avoid at all costs.”
“What a shambles of a company! I'd like to give them a negative rating. Wanted parcel collected from home (Friday/Surrey) & delivered to Reading next day as it was needed first thing Monday morning. Firstly they quote you for that service, but then when you ring to place order, they say they can't do it for what was quoted and double the price, which i paid by Debit Card over the phone. Parcel due to be collected between 1-6 pm. Waited to 6:30 then rang Customer Services. They tried ringing depo without sucsess but said they would email depot who would get back to me. Rang Cust. Ser. again at 7:15 but they were now closed. Rang again 8am Saturday & was transfered to depo, where I was then told that collection couldn't happen until sometime Monday! Too late. Asked for refund onto my debit & was told I needed to register online and put in a request! Took a month of filling out forms to get a refund. Ended up driving to Reading Sunday morning to deliver parcel in person. I beg you, please don't ever use this company unless you really enjoy stress and aggravation and love needlessly wasting hours of your time!!”
“Tried to deliver package 2.5 hours later than stated in the text msg they sent me. Didn't attempt to leave with a neighbour as requested leaving a note saying taken to local Post Office so drove over and at 1700 the time the Office closed nothing delivered. My heart sank when I received the email saying Parcel Force doing the delivery and they lived up to my full expectations by totally failing. How they exist in such a competitive market I'll never know”
“This company is stuck in the middle ages. Simply "forgot" to pick up my urgent by-9am-next-morning envelope (£35), so my passport arrived a day late for a visa application (=£100 higher fee for fast-track visa).
They kindly offered to refund the fee, at which point their extremely efficient (not!) claims process swung into action. Lengthy online paperwork was followed by a request to...
...wait for it...
...upload a copy of the email *they'd* sent me as proof of purchase!?!? To add insult to injury, the system kept sending me reminders to upload this document after I'd done an upload (apparently because nobody had bothered to review the document I'd uploaded, the automated system kept sending me emails saying I hadn't uploaded it).
So, yes (sigh), a phone call to their call centre sorted out everything - the agent told me he could in fact access everything he needed on their system (surprise!), and promised to resolve the claim immediately.
So phenomenal incompetence (missed the urgent pick-up), followed by phenomenal bureaucracy and disorganisation... Whatever you do, don't use ParcelForce.”
