“Disgusting service, told me to take my parcel to a site which only accepts small parcels despite me having specified the parcel dimensions. I struggled for 10 minutes to find how to contact their customer service, only to find no phone number and that the service they did have was not online until the next day. I then struggled for another 10 minutes to find how to refund my order, only to be charged £6 FOR THE REFUND???
Awful service, never using again.”
“Thw service was shocking paid for order to be collected but no one turned up only after i queried this im told on email that we cant pick up your collection?? No phone number anywhere emailed them for a number an advisor said we dont speak to customwrs on phone only through email?? Absolutely disgusting service wanted to create an account with them as i buy and sell but no more”
“Sadly one of my items hasn’t arrived at the place it was being sent. All of the other items arrived. They were all collected together. I rang the company who actually collected them and some people were helpful others weren’t and I was told to contact ParcelHero directly as they were the agents I booked with however after trying multiple times to find a telephone number and going round in circles trying to find the correct issue on the website I gave up as I was becoming frustrated. I’m hoping my item is found and delivered to the correct address soon.”
“UPS picked up the parcel a day later than planned. The parcel was due to be delivered back to me following a client pick up but rather than deliver the parcel to me, UPS delivered it to a shop which I did not authorise. I had to make my way to the shop to pick up a very large very heavy parcel! No delivery attempt was made as we've checked the CCTV cameras.”
“The website doesn't work -- I updated the pick-up times from 9-17:00 to 12-17:00 multiple times, got confirmation, only to find that it had automatically switched back to the original time slot. There's no customer service phone number or online chat, so a timely response to urgent questions is difficult to get. The website also doesn't make it clear that, for most packages, you'll need access to a printer, and that you should have a pouch attached to the box to place the printed-out forms in. Otherwise, you'll need to tape your labels to the box. Also, it wasn't until I had scheduled a delivery date and paid that they sent me an email indicating that I'll need an EXTRA copy of the labels INSIDE the box, too. So, be wary.”
“parcel was returned to me 2 days later, because an old label from years ago was left on, and it went to that address instead, even though the brand new label was on the parcel”
“I was frustrated to find I could not get a bar code for printing later. I had to print at home. As our computer is ancient this was a lengthy process.
I did get an email to let me know delivery had taken place - which is very good.”
“Collection as promised, price good and tracking was continually updated. Delivery was made on the day promised. Really pleased and will certainly use again. Thank you :)”
“Easy website to use. Pick up and delivery went without a hitch. I liked the fact that a spare label was printed for inside the parcel. One thing only, which I didn't think would loose a star, was I couldn't check the tracking, the number was not recognised but maybe because it was already delivered quicker than I expected!
Great service, thank you.”
“The problems were caused by UPS's unbelievable inefficiency, but only one star because ParcelHero wiped their hands and didn't do right by me, their customer.
In brief, UPS's drop off point in my local town has not been dealing with UPS for several weeks, unbeknown to UPS apparently, as it's still advertised on their website. Documentation generated through ParcelHero instructed me to use this dropoff point. When I visited I was unable to leave my parcel.
A lengthy call to UPS resulted in me being told I needed to take it up with ParcelHero. Give them their due, ParcelHero responded quickly via email and offered to transfer the pickup point to another town that I never go to. A 24 mile drive was not on the cards so I asked for my money back.
Fine! There is a simple online process to cancel your delivery - the catch? There's a £6 charge to cancel. So, a wasted 10 mile round trip by car to drop off the parcel, 30+ minutes on the phone to UPS, wasted time writing emails to ParcelHero, a refund of 85p against the £7 I paid for my parcel to be delivered, and my grandaughter still hasn't got her birthday presents.
One star for ParcelHero because, I believe, they have a legal contract with me to deliver my parcel in return for the money I paid them. They should be giving UPS a good kicking, giving me all my money back, and if they had any pride in their reputation, compensating me for my time and trouble. Okay it's only £7... but NOT OKAY!”
“Poor customer service and misleading policies. I booked a collection, and my parcel wasn't collected for 2 days in a row, with no assurance from their end that this would be resolved. Following this I cancelled the collection and applied for a refund, and at no point was it mentioned on their website that I would be charged £6 to have the refund issued in the first place! I was shocked to see this charge after I'd already confirmed I wanted to cancel, it is extremely misleading.”
