“I have a number of complaints about the 'service' I received today from your delivery driver.
Firstly, my order contained two parcels yet I only received one of the parcels. When I log on to track my parcels, it clearly shows that two parcels were collected by the driver, yet only one was delivered. This was confirmed to me when I called your customer service number to complain - I was informed, as does the online 'track your parcel option', that whilst one parcel had been delivered to me in Coventry, the other was in London and would be delivered to me on Monday. How is this good enough?
Furthermore, as the automated message informed me on the complaints number, I rang the weekend customer service number to complain, only to be told that I cannot complain on that number and to be given the weekday customer service number - which I already had. Why is it not possible to complain at the weekends other than on an online message?
Finally, the delivery driver was incredibly rude to me, aggressive, domineering and, quite frankly, scary. I wish to complain about the delivery driver himself - I was in the shower (as I was not expecting a delivery today) when I heard loud and incessant hammering on my front door that continued for a long time. This was clearly very frightening for me, due to it being both unexpected, extremely loud and sounding urgent. I thought that there was some sort of emergency or perhaps my neighbours were trying to warn me about something. So, I dashed out of the shower and downstairs to the front door (this is not a preferable action to be carrying out when I am 6 months pregnant, especially as I have been in hospital this week with complications and have only been home a couple of days) to find a delivery man across the street, who then started shouting and pointing at me, shouting: "I have a delivery for you!".
I told him I would just be a minute (I was only in a towel at this point, so clearly not dressed to open the door) so I went back upstairs to throw some clothes on when the hammering and shouting began again at my front door! I was at this point feeling very intimidated by the delivery driver and scared, but I did go down and open the door. At this point he was really rude and just shoved the large delivery at me, then seeing that I was 6 months pregnant and unable to carry such a large item he instead just rolled it into my house (with all of the parts rolling around and making a lot of noise inside the box) and thrust the machine that I was required to sign at me before walking off.
I clearly look pregnant (not that this matters) and the way he spoke to me, hammered on the door and generally handled himself was appalling - I'm sure that any woman would have found it incredibly intimidating.
I asked the customer service contact whether you CRB check your delivery drivers and he informed that he didn't know. I would like an answer to this as well. Do you CRB check your delivery drivers or are you sending potentially violent, dangerous individuals to people's homes? I felt incredibly threatened by the delivery driver today and if he wasn't even CRB checked then I would be even more worried.
I want an answer to all of my queries quickly, as I do not believe that I should be made to feel like this in my own home by a delivery driver, who, despite having both of my parcels on the van, delivered one to me and took the other one to London.
I did not choose to use Parcelforce, it was chosen by the company that I ordered the product from, however I would NEVER choose Parcelforce myself now as a result of this.”
“I agree with the poster about delivery from the USA- unfortunately, they handed it off to Parcelforce, and the customer gets screwed. If I could choose 0 stars, I would. This service is a joke, they have messed up delivery 4 times this week alone. They "attempted delivery" twice, while I was home- no door bell ring, no notice left. After calling to question this, I specifically requested the package be left with the local Royal Mail the next day. Instead, they allegedly attempted delivery again- no door bell rang, no notice left. Conveniently, when I called, they told me there was nothing they could do. They said the package was out on delivery today, however when I called back, they told me it had been held up in the depot. No one knows where this package is, customer service is abominable, and I have no confidence I will ever receive this package. Which, by the way, was mailed 18 days ago. So much for being a courier service? Do not ever use this service.”
“I NEVER send post via Parcelfarce as they are an utter joke but recently I have the misfortune of my USPS deliveries from the USA being received and handled by Parcelfarce. Parcelfarce don't know the meaning of the word "urgent" I have been waiting three days for them to simply provide me with a customs charge amount and actual way to pay said charge. I have phoned six times offering to pay to speed things up (since I paid USPS for express delivery) but their customer services and process are entirely inept at handling anything at all in a logical or efficient manner. I feel I will be lucky to receive anything this side of Xmas at this rate, despite wasting a vastly unacceptable amount of time trying to get some sense out of Parcelfarce. They don't deserve to be in business as far as I'm concerned. Don't give them a penny of your money, they'll only mess up.”
“Ordered a hamper to go to Shetland. Checked tracking to find they couldn't find address (12 houses! ) so returned hamper to depot in Aberdeen. Nobody bothered to tell me and there it has sat for 10 days. Appalling. Then tonight M and S hamper going to Edinburgh was delivered in pieces! Smashed bottles and parcel soaking wet. You really couldn't make it up. Absolutely terrible. Spoken to M and S and they tell me they are logging all the complaints. So do not use anything that needs delivering by Parcelforce.”
“parcelforce has just delivered my parcel to wrong address which is a vacant property i phoned parcelforce and was told they would do nothing about it and that i have to sort it myself surely after paying £13.50 charge on top of what the sender paid it should be down to parcelforce to sort out ray friend”
“Absolute rubbish.i took a set of horse clippers for repair to post office 30th November and paid for the 48 hr delivery,I rang the recipient 9th December and they hadn't arrived,so I tracked it which said collected from customer and in Ipswich depot.
I then rang parcel force on 10th December as it was still saying collected from customer in Ipswich depot then collected from post office ,and they said they would try and locate them and she would ring me back,I rang again 14 December as they hadn't rang ( on the tracker it was now saying collected from post office 10th December ??.
They are now saying they've lost them.how can you lose them they're a tool box size not a pen !!!
Never use them again,I'll use a courier”
“FRAUD but they won`t help
After sending a parcel on 9th december through Royal Mail choosing Parcel Force worldwide I called paypal and asked about a tranzaction wich they said doesn`t exist and the e-mail received from them is a fake one and that I need to stop this parcel immediately. I`ve lost today on 10 th december almost 2 hours to explain to the customer service that this is a FRAUD and they need to stop the package wich is sent to Nigeria, immediately and return it to my address. They keept on transfering me from one to another and they said is nothing they could do. I asked to speak with the manager but they told me is not possible. I even have a reference no from police. I`m loosing 680 pounds and they really don`t care about this. I don`t know about them but for me 680 pounds are a lot of money since I am in maternity leave.
Bad customer service!
You don`t receive any help and you loose time and money on phones.
I even payed 115 pounds for this shippment.
You should be able to help people with this kind of issues.”
“TERRIBLE, really really terrible. I have waited over two weeks now for a next day service within the UK, delivery of my passport from an embassy. I have called each day. The latest was that "they are short of drivers and if the driver can't be bothered, there's not much they can do about it." Then today they said the order was cancelled by me, it was not cancelled by me, they just couldn't be bothered.
Do yourself a favour and avoid this bunch, they are awful.”
“I am really disapointed with you!
I was specting a delivery for yesterday and apparently as on the system said someone came but didn`t left any card to let me know that have came, but on the website tracking my parcel was saying they did; so I reschedule to be delivered at home. I was all day working from home just waiting for the delivery.
I called this morning and they told me that was on the van with a driver to be delivered before 5.30 even without the information update on the system. Around 4.45 and because none come to deliver I call back and they asured me that was going to be before 7 today. I called again 6.30 due I spent the all day at home and none come and they asked me for my phone number to called me back with some information. None called and now I tried again and of course is closed.
I think the service you are providing is terrible. No updating on website since yesterday and today all day with lies and I was speding my time and effort to contact you since none contact me.
I will never recomend to anyone
Regards,
Susana”
“DO NOT USE THE NEXT DAY INTERNATIONAL DELIVERY SERVICE.
I work for myself, running a small fashion business and had the opportunity of a lifetime to dress one of the biggest names there is - which would have totally made my career.
I paid £130 for next day international delivery, and was told it was guaranteed. I drove the parcel to the depot, before 3.30pm, and watched as everything was filled out properly (having learnt from the only other time I'd used the next day international delivery - where it actually took 4 days and I couldn't speak to anyone because they don't have ANYONE to talk to on the weekend?!?).
On the Friday, I heard nothing from Parcelforce. On Saturday, I spoke to the national team - they couldn't tell me anything I couldn't see online, just that it was scanned in. I called Fedex in America - the courier it should have been passed to, was on the phone for over half an hour - racking up a huge phone bill, and they told me it hadn't even left the UK.
I'm writing this on Monday evening, after calling Parcelforce repeatedly all day, and being passed around and around, being told we'd be called back. We weren't, and the man 'dealing' with this matter went home before dealing with anything. I did not have one SINGLE apology during that time.
Noone can tell me if it will go out tomorrow, and noone can tell me where the parcel is - apparently ParcelForce don't know - though I've been told by Fedex in America (on Saturday) that it's sat in Birmingham.
The problem with the package has changed on numerous occasions, from
problems with customs, the sheet never have been attached, not knowing what the garment was made of, and the most recent reason is that they're waiting to hear back what the problem is because they don't know, they don't know when it will be sorted.
Still, I've had no apology, and have no idea when this will be going out. I paid £130 for 5 day postage minimum, and genuinely worry they've just lost my parcel.
I've filed a complaint and have been told I won't receive "consequential compensation". I would drive across the country and pick up my parcel and deliver it to an airport in a heartbeat, but noone knows where it even is.
Absolutely appalling service, and even worse treatment. I feel totally let down, have been completely embarrassed and ruined my reputation with this client, and ruining any further opportunities.”
“PAINFUL like this EMAIL
Prepared a parcel for my sisters new born... You know special shipment to your family - everyone is eager to get it....
1. I go to the Post office - pay the money, gave them my parcel with the address written on 2 sides of the box. I was not told anything that this is not a normal way to ship or that this company has a very bad track record.
2. Two weeks latter no sign of the parcel.
- system shows that parcel has left the Post Office.
- My sister goes to the Lithuanian post office. No sing of the parcel also everyone is surprised that for such parcel there is no tracking number.
- I go to my post office and for the first time I am informed this is not their service and get given a leaflet how to make a claim for lost parcel... they can not find the phone number for the Parcel Force.
3. I make a claim on line... Find all possible receipts for good I bought.... provide my sisters full contact details...
4. I am told that they hold the parcel with them for a month... I shipped my parcel on 20th of October, made a claim on the 11th of November and was told by the claims department that parcel is being returned to the UK on the 17th of November... That's not a month.... My sister did not receive a note about attempted delivery, at no point in my email exchange with the claims department did they tell me where my sister needs to pick this parcel from.... I asked them to call her and advise her when they will deliver... none of this was done.
5. Today i went to the post office to pick up my returned parcel. Post office staff is telling me this is nothing to do with them. Hmmm how can this be noting to do with them if they took my money and sold me this service? So I have an unpleasant conversation with with them which forces them to call Parcel force (this time they find the phone number). They tell me that someone from parcel force will call me....
6. Parcel force calls me (someone from somewhere) Tells me that this is not their department issue and that they can not help me. And that I have to call another phone number. I have another unpleasant conversation which makes this lady give me another phone number...
7. I call this phone number and get Sales department which tells me this is not their department job and they can help me.
8. final reach the Managing directors office and they tell me that they can not tell me anything because I went through the claims department. They also tell me this is not their job. I have another unpleasant conversation and this lady promises to look in to this case....
I can go on.... But is this really a CUSTOMER SERVICE- you know the person who pays you for your service????
So all in all I ended up with no happy delivery to my sister, lots of negative energy spent by me and my sister, a tone of baby clothing that no longer fit the baby and lots of lost personal time....”
“If anything, I would love to be able to know before I buy anything, if it is going to be send via Parcel Force, because then I am 100% sure I will not buy it...Their delivery service is terrible, the delivery guy came to my house and then did not even care to ring the bell, he just knock and by the time we realized he was there, he was gone!!!!, We called and after 45 minutes we were told that the parcel was going to be deliver the next day and left in the place I told them as I was not going to be about....not so, they left another delivery note...here we go again, I decided to do it through the internet and change the date to a week later so that we could be here...not so, they decided to deliver on Saturday and God only knows where did they try to deliver because no delivery note was left and now the site says that my house is unoccupied ..OMG,...and this is not the first time..terrible, appalling service!!!”
“I arranged to have a large package delivered on Friday. The package was a £250 4m x 3m chicken run which I was buying because the fox was after my chickens. I booked a day off work and arranged for 2 people to be here to assist me in building the run.
Parcel force delivered 2 boxes on the Friday as planned, we tried to build the run to find half of the items were missing. Upon looking at the boxes it should have been a 3 part delivery but only 2 of 3 parts came. I rang parcel force who told me the third part had accidentally been sent to Oxford (the other side of the country in error) and I would receive my package the next morning (saturday). I have waited in all morning and no delivery has arrived. Their call centre is closed and tracking just says 'in process' that means it will be Monday when it comes now. I'm going to have to take another day off work to accept delivery and build the run and hope the fox doesn't get to my chickens before then.
I am disgusted at the service. I've not even received a text message to let me know when to expect either delivery. Worst courier ever!”
“Appalling experience with Parcel Force.
They claimed that they have been attempted delivery several times and each time I actually was home, so can only assume it was a lie! We had rescheduled delivery several times and... same story - they kept changing online tracking status to "failed attempt delivery due to addressee not being at home" while each time I was at home and they event didn't bother leaving a note. Erroneously, for the forth time the status said that the address was incorrect! - another lie. After multiple calls and conversations with customer service, several managers in the company and hours on the phone they finally delivered the parcel but it took them over a week of delivery attempts while I always was at home.
I really don't understand how any company would employ them as a vendor.”
“Parcel Force have not left cards five times in a row, leave packages at different post offices and not the most convenient, which means having to contact senders for tracking numbers to find out where to collect.”
“Paid supplier for 24 hr delivery , supplier despatched well in time , Parcelforce received the parcel early in the morning , however they did not bother to put the parcel on their van for delivery , after a few calls to them they said the only option was to deliver to me the 'next day' as " there are no drivers left now to bring the parcel out " ! , I advised them this is unacceptable and return the parcel to sender as you have failed to deliver according to the contract , all in all an exceptionally poor service from Parcelforce , I would never choose to use them myself .”
“Ordered Express 24 service. They were supposed to deliver on Saturday and they didn't, the tracking history shows that they didn't even attempt delivery. The history was updated at 12:48, 18 minutes after the depot's closing time so I couldn't possibly call _them_. I called customer service and they confirmed that with a shrug and told me it would be delivered on Sunday.
On Sunday, there was a "delivery attempted at 8:39". I was home, no card left, no buzzer buzzed. I called again, they insisted that the driver attempted delivery. When I pointed out that their website says that they always leave a card, he said that sometimes they don't if it's a flat. Customer support was extremely rude throughout, did not apologise and tacitly implied that I was lying.
When I mentioned that this is the experience of many customers (according to online reviews), the rep literally said "that's a load of rubbish". Only thing they can do is deliver on Monday.”
“Parcel tracking number FWEX6786112GB
Our experience
Express 48 was a waste of time, parcel disappeared off tracking for three days.
Sent two requests for help and action from Parcelforce, got an automated reply which said they were very busy taking calls but would come back to us but they never did.
Made calls for help and was told they would call back but never did.
Was told to contact the next hub and check ourselves.
It is evident that they rely on customers telling them if there is a problem as their systems do not identify when a parcel has not reached the next link in the chain.
If you did not repeatedly chase them your parcel will disappear forever”
“3 separate orders apparently attempted to be delivered; no cards left; no tracking numbers left; online redelivery arrangement (by postcode) ignored; eventual visit to depot fruitless, no idea where parcels were. One has made its way successfully all the way across Europe only to be lost by Parcelforce just a few miles from destination. Am raging.”
