“My item was due to arrive this morning before 1000. As it didn't, I called to find out what had happened. I was told my item was mis-sorted to the wrong dept and the item would not arrive tomorrow. I advised that this was unacceptable and I had ordered specifically for today as I needed it today and they would just have to find a way to get it to me today, I was told this couldn't happen, I asked then to escalate the issue, I was told this couldn't happen, I told then to speak to their manager, and the lady on the phone was shouting that the item could not be delivered today. I advised i would not be home to receive the item tomorrow but they would only next attempt delivery then. This was at 0930. If a company finds they they have failed to honour their commitments, on a service that has been paid for, they should be doing everything possible to try to meet it or to come close to meeting it, they have the entire working day today to get the item to me, but instead they choose to deliver it at THEIR convenience the next day. This is entirely unacceptable.
Edit”
“As a company we have experienced countless problems with not only the service of parcel force, but also the poor service we receive from our account manager.
We have since requested a new account manager and were told this is not possible.
The account manager is extremely rude and has terrible customer service skills, with inability to communicate.
Customer service is not a priority to this company.”
“I purchased an item from the USA and things looked good on the USPS tracking until it hit Parcel Force. Spend a couple of days waiting for the customs charge to come through which is normal until I tried to use the reference number supplied to pay these charges online. The number was incorrect! I then tried to call parcel force to try and sort the problem and got through to an automated service and again reference number not recognised.
I then was put through to someone in customer service who then transferred me to my local Parcel Force as my item was actually there. I was then told that there had been a problem with there computer system and someone would call me to take my payment manually. I eventuality got a call back and was told that they where very sorry and my parcel would be delivered the next day which was Thursday. Thursday came and still on hold so called them. They apologised again and said that my payment had gone through but due to an internal communication problem my item was still on hold and would be delivered the following day (Friday). Friday now and parcel still saying on hold. This is a total joke! I post quite a few parcels and regardless paying 24hr or 48hr delivery it's a total lottery of when the delivery will reach its destination!!!! Totally understand why they get such poor reviews.”
“I waited in for a fresh meat delivery. The delivery slot time passed by an hour. The driver had left my package at the wrong address as I received a text message from Parcelforce informing me that it had been delivered and it most definitely hadn't. After several frantic phone calls, a Parcelforce van came back with my goods and a disgruntled driver blaming me for not having a house number showing, ( our house is not numbered but has a name which is visible), and also informed me that he had a lot of work to do as the usual driver was not in this week, which is not my problem. I informed the meat company and they said a driver should not speak in this way to a customer.”
“I have to disagree with the reply from Parcelforce re their tracking process. Having paid for Customs and Clearance last week, it stills shows them waiting for payment. I did receive a confirmation that payment had been received and the package delivered yesterday but ......”
“When I booked online collection, the instructions said to print documents at home and driver would have a plastic wallet to put them in. When the driver arrived, he did not have plastic wallets and so had to wait while I attached the form to the parcel, which he was not happy about. His command of English was poor and so had trouble understanding me. He did not want to sigh the retail customer receipt for me, telling me that I have to sign it. in the end, he did. His van was unmarked, he did not show me ID and he only had on a parcel force reflective vest. This is not the sign of a professional company that cares about its customers. The positive was that the parcel was collected very quickly from the time I set up the order.”
“If I could give them a negative star rating I would. First, I never received any notification that my parcel was being held pending payment of custom charges. I only knew because of tracking. I had to do a Google search to find out exactly where my parcel was and rang customer services to try and pay the charge. They couldn't take my payment because the system was done, but promised to ring me back very shortly. The next day I rang again. The idiot I spoke to was essentially 'why are you ringing me' in his attitude and lack of information. He told me to ring depot direct and gave me the number. It was the wrong number. Tried the main number again and got some apologetic guy at the Cambridge depot who couldn't help me. Managed to get the depot on the next attempt to be told she couldn't take my card details as it was an unsecure line but she would ring me back in ten minutes. She didn't. I rang again to find the depot closed. The guy at general customer services could only suggest I ring complaints on Monday as he couldn't help me. I emailed, tweeted, and posted on the Facebook page to be told to ring the depot and they would ring me back (already tried and they don't), that their payment system hadn't been working but was now fixed but not the line for it (which leaves me.. Where?!), and that my number had been passed to the depot with a note to ring me back asap. They didn't. In desperation I drove the half hour to the depot, paid the charge and collected it myself at expense and effort on my part while saving ParcelForce from doing the actual job they were PAID to do. Utter waste of space. They should change their name to ParcelFarce.”
“Bunch of idiots. Waited in all day for a parcel to be collected my end, changed all my plans to stay in for the time slot and they didn't arrive. They then send they did attempt to collect parcel. They are a bunch of liars and all thick.”
“An important medical device which was sent from Texas to London arrived Sept 29th. Since then it has been held in customs. The Relevant papers were completed. Today October 21st it still hasn't been cleared. Each time we speak with parcel force we get the run around, with them either claiming to clearing "today" or blaming customs. I personally spoke to UK Customs on Oct 19th, only to be told that parcel force didn't send over the papers. After raising the issue with parcel force we were offered an apology
and told it would be expedited. We were promised by Jo Taylor that it would've been cleared on Oct 21st. Today? an email from Martin Smith is received asking for an invoice for the value, which was sent ( received an email on Oct 17 acknowledging receipt). This is a medical device needed for a patient.”
“Got a text saying a parcel was coming. Waited all day and nobody turned up.
I kindly spoke to customer support (London) and the lady was extremely rude to me. She cursed underneath her breath and was unprofessional even though claiming that she has been working for over 3 years.
I would NEVER recommend them to anyone, not even if they're doing services for free.
Your parcel WILL go missing or will be damaged. AVOID at all cost.”
“My brother has sent me 21 bottles of wine and a Real Madrid T shirt from Spain. Today I received a box (different to the original one) with only 17 bottles of wine and without the Real Madrid T shirt. I have the impression that someone has taken the bottles of wine (I hope they enjoy drinking them!). When I rang the customer services department, after a long chat they told me that they smashed 4 bottles of wine (they have not sent me a picture of the broken bottles). When I enquired about the T shirt they said that it is with them!! So if I don't report the missing Real Madrid T Shirt I would never have it.”
“Wish I could give minus points too as this issue caused so much frustration and stress.
Was supposed to receive the parcel on 5th October and now it is the 18th. We spent more than 8 hours on the phone talking to various staff at the Essex depot but every time we called there was no record of any of the requests to change address online or over the phone, agreement to wave delivery fee due to their incompetence, and querise about why there was no delivery when they said there would be a delivery the next day (this happened several times). Apparently they write the outcomes of these conversations on pieces of paper that then get lost and no one knows anything about them.
Worst service ever. I just want my parcel from my grandma! Can someone please solve this otherwise I will never use this service again.”
“I would have actually given them minus stars if it was available but I had to select 1. I sent a parcel to my daughter as part of an early Christmas present. The item was collected on 3 October sent Express AM so 'should' have been delivered no later than 4 October, it's now 18 October and still no parcel. They originally admitted that the driver didn't put an address label on it, they then after reviewing CCTV saw that the parcel had left the depot in Coventry, I asked how could this happen considering it hadn't got an address label on it and it couldn't have been scanned onto their systems. No reply to this... We then find out that it had been delivered to a wrong address, thankfully the gentleman that received it rang and told them he had got it in error, if he hadn't of called we still wouldn't know where it was. Since then, I have been told it is due back in the depot tomorrow and it will be sent straight to the manager a Lewis Wilson who will give this his priority on the 10 October and get it re-delivered to the correct address. Well this manager can't be any good because I've been chasing them ever since, I was then told sorry it hasn't actually arrived back at the depot it is at the hub, 2 days later eventually told it hadn't even been collected from the gentleman who had received it in error. I have now been told that it was collected on 13 October in the evening and they will attach the correct address label and re-deliver this on the Monday 17 October, it's now Tuesday the 18th and I'm still waiting, I've now been told to keep an eye on the tracking as it will be updated by Wednesday. As you can imagine I'm not holding out much hope on this and am expecting yet another excuse. I have never ever received such bad service in my entire life, it's just disgraceful. Why oh why I should be the one that is having to chase and try and find out where my parcel is I will never know, especially as Parcelforce have admitted they are at fault. It's just been a catalogue of errors from the start. How they can misplace a 40" Television I will never know. The worst part about all of this is because they haven't said it is 'lost' I can't even claim on the compensation. I will never ever use them again and neither will a lot of my friends and family. If you haven't got good customer service you may as well not bother being in business.”
“I was sent a parcel from the UK. We paid extra money to get it in two days. Now has more than 4 days. In the system shows that the parcel has arrived to its destination, we called them they said the parcel is not even exported yet. I never ever experience worse service as parcelforces. They need to be ashamed of themselves . Every one is complaining. If you are not able to do something don't do it and leave this business”
“Parcel went to wrong depot so delivery time missed.
Other couriers never seem to have this problem and as Parcelforce has been around a long time it would be assumed that they have learned by their mistakes. But that's not the case and this is just the tip of the iceberg in their long solid road of cock-ups.
This parcel was sent to me so I had no say in the matter of which courier was used. But whenever I send a parcel I NEVER use parcelforce as they allways cock it up.”
“This is the picture that tells the story.
I've had Parcelforce twice indirectly (Ikea order, package from another country...) so I wasn't in grade to decide if picking Parcelforce or another one.
https://goo.gl/photos/8RUu1MVozSzfyUYH7
After going out from work to get the package, having a SMS in my face while waiting saying they tried to deliver (I was at home as the picture demonstrates) and no card was left, I suddenly called. The driver was there after 10 minutes and didn't say a word.
Why is this business still on the market?”
“Not very good at all. Nobody picked up a box for the entire day. I left a message using the form on the Contact Us page. It was never answered. I called the local depot three times; each time I was told that somebody would call me to arrange a time for pick. Nobody ever called. I suppose it is difficult to change a public service mammoth bureaucracy like the Post Office into a private service gazelle, but after so many years of trying the performance should be better than it is. On two occasions the local depot 'could not be contacted' and somebody else answered.”
“Once again Parcel force failed to deliver in the time paid for. My two parcels were sent on a 48 hour delivery. The first arrived on time but the second disappeared into a hub. It was delayed by at least a day as I write this and who knows for how much longer.”
“Absolute garbage service. Tried using Parcelforce for my business but quickly realised there's a good reason they're the cheapest out there. Parcels (perishable) undelivered or delivered days late (despite being on "next day delivery"and clearly labelled PERISHABLE). And going through the claims process is designed to make you just give up as they really will make you jump through hoops despite them being in the wrong, ridiculously time consuming. I quickly changed courier.
Now having ordered something from another company I am expected to stay in 7.30am - 17.30pm so that they can deliver. They've supposedly tried to deliver 3 times this week twice when I was in and nobody knocked on the door, third day the lady I spoke to at Parcelforce told me to give her my number to pass onto the driver (which i did) so that he/she could call when they were nearly there so I could look out for them- call never came, surprise surprise.
Sham of a delivery service and there's a good reason your review score is so low. Sort it out Parcelforce.”
“Parcel marginally over the weight limit. Has no facility for paying a supplement to cover any extra cost involved. Returned parcel to me next door. Driver had a grinning "couldn't care less" attitude. When I said I would add my negative review to the rest online, he said "Do what you want" Trouble is Pacelforce as the ex arm of the Royal Mail picks up a lot of the incoming parcel business from abroad simply by default. It's a bit like BT with their line rentals - you have a privatised monopoly so you get the worst of all world's! My advice - avoid like the plague and go to any of the other couriers such as USB (very good), TNT (excellent) or DPD (excellent). I had so much trouble with these shysters in the past at the SE depth in Charlton, I must have had a block to choose these jokers. They got £30 quid on my money for fxxking me about!
Avoid AT ALL COSTS”
