Name: Interparcel
Address: Magellan Terrace, Gatwick Road, Crawley
Rating: 4.48

“DO NOT USE OR BE PREPARED TO WASTE YOUR LIFE AND TIME CALLING THEM EVERYDAY FOR NOTHING TO HAPPEN!! I have used this company frequently in the past and had no issues however the last couple of times I have used them I have been so disappointed and frustrated with the service. I booked for 2 parcels to be collected by My Hermes ( Light are Large ) the driver turned up in a car and refused to take the parcels and said cant take them I am in a car ( even though the dimensions were provided at the time of booking!!!) Interparcel apologised however I am now a week later and the 2 parcels have still not been collected, over this period the same driver arrived twice in his car!!!! The driver was extremely rude, scruffy and was swearing saying this takes the ...... I only get paid 50p a collection I am not taking this..whislt in a shop environment. I asked Interparcel to mention this to My Hermes but felt like Interparcel didnt seem to care. I am so upset as I kept getting promised that each day a van would come and collect however still to this day nothing so now I have 2 very upset and disappointed customers and have now cancelled these orders with me so I am now out of pocket because of this poor service that Interparcel has not provided. I was promised a manager would call me back but nothing so I had to phone them. They finally said they would give me a refund but only refunded me for one so once again back onto the phone to them to claw back the money from them. I would not recommend them to anybody stay clear unless you want to me mucked around and promised things they cant do. Very unhappy customer......................”

Helpful Report

Posted 6 years ago

“This is the worst courier company you can work with, very rude customer service. they lost your parcel and they dont take any responsibility.”

Helpful Report

Posted 6 years ago

“Booked and re booked a collection, checked all address fine, over a month later and a fortune spent in overseas communications and still no further with the collection Really bad company, would not recommended at all”

Helpful Report

Posted 6 years ago

“They lost a £300 6ft telescope won't refund the money back or even the £20 I suspect the driver stole it”

Helpful Report

Posted 7 years ago

“Having spent the best part of two or three days per week on the phone over a three to four week period dealing with the five cocked up parcels debacle, we have, over that time, spoken to a few members of Interparcel staff numerous times and have got to know them. Since Interparcel is not brave enough to come out from behind the shield of that stupid and most ignorant corporate script programmed by way of some distorted notion of customer care all the time we thought that we would review this company in an alternative but honest manner that accurately reflects the reality of this customer's experience of dealing with this company. So here is our appraisal of the more memorable ones, written relaying the facts of the manner in which we have been treated using as little predudice as dealing with Interparcel this whole dreadful episode has permitted me to muster. It is given to you free of charge in order to help you identify with issues that have already affected your business.... Having worked three decades or more on front line public service, inluding six years in Emergency Control rooms you cannot disagree that it is fair to presume that I am qualified by experience to offer feedback on a professional basis you might find that arrogant but I find your lack of customer care dreadful and here's why: Let us begin with Simona. Every office has an unofficial self appointed Office Queen. You have Simona. Nice voice, well spoken, overly self assured, a person that without exception always know best. In terms of customer care that sense of never being wrong means that Simona does everything the oppostite way to how were trained and in turn, trained effective frontline staff. She fails to listen to customers, mainly as she is always correct of course. She enforces that by constantly interrupting and talking over the customer thus failing to hear anything of what that customer is saying, and thus ends up confronting the customer, preferring to argue with them rather than deal with the problem. She is underlines her superiority by talking down to the customer who then either has to back down and accept a continuation of the problem or to argue back. Simona's behaviours exacerbate problems, your problems are team problems and she is responsible, certainly in this case for making matters worse for everyone. Simona has delusions of adequacy. But never mind her it all began with another "team player" (NOT) but we have sadly lost note of his name. He is who we initially spoke to...his input was to give us a lot of waffle, it must have been near home time, so he could get us off the phone asap and avoid having to do anything. Avioding doing anything then naturally left the problem for his colleagues. His inaction leading to a call the next day where we spoke to the charming Laura and I shall quote her: "Yes, email all that into me and I shall deal with it..." We did, she didn't. Laura sat on that email for two days presumably as she knew she was going on leave for a week beleiving it would all be sorted by the time she came back. Well, her colleagues failed her before and after her involvement ironically as dodging dealing with the problem is the office etiquette!! Laura sets herself very low targets and fails to live up to them. A further eight days later, (yesterday) I got Laura on the phone and upon reading the case notes she was clearly somewhat shocked and embarrassed that this hadn't gone away. Gone away? Far from it she discovered, as without further ado I was soon passed to Chloe. Chloe. The only thing I will level at Chloe is that she could, like all of the people we spoke to, have got stuck in many days previously and avoided a lot of grief. Having said that, yesterday, upon my frustrated requests for help Chloe stepped up to the mark. Putting that monotonous and inaccurate company script aside and taking it upon herself to get stuck in and do actually so something practical to help contribute toward a solution to these problems. Chloe went straight into calling the affected customers and liasing with your contractor...but do recall that until all the goods are in the hands of the rightful owners the situation remains unresolved still...but Chloe is the only one deserving of brownie points. This will be refelected via the many internet reviews we are leaving for Interparcel. That single star is Chloe's star, it firmly belongs to here. Though I still have to reiterate: We are not yet out of the woods though (we're not home and dry yet, four of them are still not in the posession of their rightful owners)but her initiative evidences the need to promote Chloe into the role of the next member of staff to be appraised. Jim Bird. Associate Director...wooo. The man that can. Sadly not. He, like Simona fails to listen to the customer. To understand that there REALLY is an REAL issue becuase, he like Simona fails even consider the fact that most of the time if a customer is kicking up about a problem then there might actually be a problem!! That attitude in my experience reflects what he said to me "People always accuse my staff of lying"...yes Jim, because what your staff are telling people is inconsistent and it is not all due to what the courier tell you, there are untruths that are propagated IN-HOUSE and the attitude evidenced by Jim's statement tells me that you deal (evidently badly) with a lot of problems. In this case and every case both you (and your staff) must stop hiding behind the third party, this ultimately IS YOUR RESPONSIBILITY Jim lad. Very noble of him to defend your staff and all but he actually let them down by dismnissing what a complaining customer is telling him. Even the mearest investigation may have helped identify the fact that we have a very real issue here and ultimately, dismissing offhand what a customer is telling him is the sign of a very poor manager. However it does fully reflect the ethos shown us by Interparcel as a whole. You see, in keeping with modern practice, we, in our business deal with our customers the way we expect to be dealt with by others...A refund by way of an apology, or a gift of some kind, something we have had to do due on this occasion due to Interparcel this f*ck up. Most companies do the same...even other couriers, one, a professional one, DPD refunding our carriage on two items just yesterday, another thing that contradicting fully what Mr Bird when he says "Couriers never refund post" You see, he too loves to adopt the cloak of invisibility over and above the cloak of responsibility. "Our terms and conditions don't specify a delivery timescale" which, as we approach week two of our parcels being out there in the ether insinuates that if this debacle continued for another week, month, year perhaps? Bravo Jim. His management skills fails once again when he fails, to understand that in the very basics of commercial law, that when a delivery is booked and money is accepted there is under UK Law a legal and binding contract made....having said that he we just in the business of contradiction in order to avoid even considering dealing with the issue. So get this: should I choose....I am still able to consider placing an action before a County Court Judge. Interparcel has throughout been firmly in breach of contract. Word of advice: DO NOT make the common mistake of falling in to the "but our terms and conditions you agreed to say this or that...." The carefully scripted opt outs in those will not hold up under commercial law. Think about it if you can, I have battled bigger fish than Interparcel under similar circumsstances and have won every time. So then, via Bird, a man of in a responsible postition in refusing to adopt some of the financial cost incurred by us, YOUR CUSTOMER incurred costs and inconvenience through no fault of our own. All due to INTERPARCEL FAILURES, despite attempts to shift the blame onto the courier. The sub-contract is between Interparcel and DX, we are not party to that...we have a legally binding contrast whether Interparcel, end of. At this point I feel the need to mention professional pride and if I were a director of Interparcel I would be ashamed at what this customer is about to write and has the abilitity to honestly do so: In hindsight, it would have been much easier, faster and a whole lot cheaper for us had we engaged another courier - YOUR COMPETITOR - to have collected these misdelivered parcels and deliver them as they should have be delivered as per the original deal. In terms of recompense...You guys are, by refusing to refund us a mere £40.00 and telling us to f*ck off, looking even more shoddy. The sum mentioned is not even the cost of a corporate lunch! This honest and factual review will I am sure more than balance that and the fact that it is written is entirely down to Interparcel's incompetence and lack of customer care. Throughout this whole ordeal, Interparcel staff and management have effectively told us, and we now have chosen to relay this to the whole world, that Interparcel feels that it is perfectly acceptable to miss deliver 80% of parcels and then mess about for a more than a fortnight...do you feel that is an acceptable level of service? We do not but we do strongly feel that it is our duty to inform other business users that Interparcel are not a company that can be relied upon and should be avoided at all times. UPDATE: (29/06/2018) are neighbour is currently as I write this, experiencing the exacly same Interparcel/DX curse. Interparcel are arrogant and learn nothing.”

Helpful Report

Posted 7 years ago

“It is coming to two months and INTERPARCEL just do not really care now they have earned money for being a third party in this transit. My parcel was sent to the wrong direction and all i get is we waiting on TNT to tell us. How about doing it right for the customer and chasing TNT. After all, i paid for you to ensure my parcel is delivered to the correct address. IF YOU WISE, PLEASE AVOID AND PAY A PREMIUM STRAIGHT TO SHIPPING COMPANIES. At least you have a right to fight and speak up for why the parcel is lost or in the wrong place. Your right is better. INTERPARCEL are just not good at what they are paid to do. I still want my parcel though despite being forced to get insurance paid out. THEY DO NOT REALLY GIVE A DAMN! AVOID AVOID AVOID AVOID”

Helpful Report

Posted 7 years ago

“diabolical customer service. Several lies and excuses they won't deliver nothing for you. Fake promises fake company fake people”

Helpful Report

Posted 7 years ago

“Terrible customer service. No one came to pickup my parcel and no one knew where the driver was. Got bombarded with several excuses. STAY AWAY FROM THIS COMPANY”

Helpful Report

Posted 7 years ago

“WORST EXPERIENCE EVER. ARRANGED A COURIER PICKUP TO DELIVER A PARCEL. NO ONE TURNED UP”

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Posted 7 years ago

“Booked a delivery for yesterday and advised on the interparcel website to be picked up between 8am and 1pm. No one turned up within that period. Called interparcel to find out what's going on, only to be told they need to contact ups to find out why the driver didn't turn up. Received a call 2 hours later saying they left me a voicemail to say the driver couldn't make it between those hours. My phone doesn't have a voicemail facility so they lied saying they left a voicemail. They assured me the parcel is still scheduled to be picked up by end of day. Waited in all day and no one came.called them this morning and asked them what happend yesterday about my parcel not being picked up. The girl on the phone gave several excuses. One of them being the driver may have not been able to find your address. If this is the case then they shouldn't be working for a courier company. I turn asked to speak to a supervisor who happened to be on a call to another customer. The girl then said she can reschedule pickup for today. I said thats fine please do that for me. She put me on hold and came back and advised it will need to go through a different service which will cost an additional £18. They are the ones who didn't even arrange my collection and now want me to pay an additional £18 for their errors. Absolutely ridiculous MY ADVICE STAY AWAY IF YOU BOOK A PARCEL FOR DELIVERY USING A COURIER PICKUP FROM YOUR HOME NO ONE WILL TURN UP AND YOU WILL BE BOMBARDED WITH EXCUSES!!!!!”

Helpful Report

Posted 7 years ago

“Order ref: 15831120 Interparcel should be wiped out from the business arena. They are a cheap middle man with no customer's commitment or ethics. I booked them for 3 suit cases. With all correct measurements, I paid in full by direct debit card for the 2 days delivery service. They postponed the pick up five times over five weeks pretending that the DPD driver could not find my flat in "Zone One" Central London. With today's GPS technology, this is the biggest liar's tale. I asked them to give my number to the DPD driver to call me for directions. They refused, under the excuse that DPD drivers have no company phone, therefore they won't call me. This is another Liar's tale. I used DPD in the past, they delivered to most remote address and called me to confirm address' landmarks and availability. They asked me to take my suit cases to a dropping point, we spoke to the person incharge to accept them. I went to the dropping point with my luggage. It was a supermarket. The man confirmed that it is a dropping point for DPD, but for small parcels only. He confirmed further that no one spoke to him from Interparcel. I returned home with my suit cases. Finally, I was thinking between a court case or a refund. I opted for a refund because I consider them too low to enter a court room. Rather, they should be in a rubbish room.”

Helpful Report

Posted 7 years ago

“Interparcel should be wiped out from the business arena. They are a cheap middle man with no customer's commitment or ethics. I booked them for 3 suit cases. With all correct measurements, I paid in full by direct debit card for the 2 days delivery service. They postponed the pick up five times over five weeks pretending that the DPD driver could not find my flat in "Zone One" Central London. With today's GPS technology, this is the biggest liar's tale. I asked them to give my number to the DPD driver to call me for directions. They refused, under the excuse that DPD drivers have no company phone, therefore they won't call me. This is another Liar's tale. I used DPD in the past, they delivered to most remote address and called me to confirm address' landmarks and availability. They asked me to take my suit cases to a dropping point, we spoke to the person incharge to accept them. I went to the dropping point with my luggage. It was a supermarket. The man confirmed that it is a dropping point for DPD, but for small parcels only. He confirmed further that no one spoke to him from Interparcel. I returned home with my suit cases. Finally, I was thinking between a court case or a refund. I opted for a refund because I consider them too low to enter a court room. Rather, they should be in a rubbish room.”

Helpful Report

Posted 7 years ago

“Interparcel should be wiped out from the business arena. They are a cheap middle man with no customer's commitment or ethics. I booked them for 3 suit cases. With all correct measurements, I paid in full by direct debit card for the 2 days delivery service. They postponed the pick up five times over five weeks pretending that the DPD driver could not find my flat in "Zone One" Central London. With today's GPS technology, this is the biggest liar's tale. I asked them to give my number to the DPD driver to call me for directions. They refused, under the excuse that DPD drivers have no company phone, therefore they won't call me. This is another Liar's tale. I used DPD in the past, they delivered to most remote address and called me to confirm address' landmarks and availability. They asked me to take my suit cases to a dropping point, we spoke to the person incharge to accept them. I went to the dropping point with my luggage. It was a supermarket. The man confirmed that it is a dropping point for DPD, but for small parcels only. He confirmed further that no one spoke to him from Interparcel. I returned home with my suit cases. Finally, I was thinking between a court case or a refund. I opted for a refund because I consider them too low to enter a court room. Rather, they should be in a rubbish room.”

Helpful Report

Posted 7 years ago

“Awful service”

Helpful Report

Posted 7 years ago

“Diabolical, they were suppose to deliver a parcel to a customer didnt deliver it nor ring me or the customer. So it was returned i had to pay £16.00 for it to be redelivered to me. It cost £33.00 to post the item so that £49.00 and i still have to post the parcel again!”

Helpful Report

Posted 7 years ago

“Never use this company. Have a massive bill waiting at Australian customs for me!!!”

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Posted 7 years ago

“No one came to collect my parcel after placing order, re-booked it 5 times and same - no show. no contact from Interparcel at all. Absolutely appalling.”

Helpful Report

Posted 7 years ago

“The driver made a mistake, now my parcel was held by custom and there's no refund for undelivered parcel.”

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Posted 7 years ago

“Not bery good espcially when they loose your parcel dont even refund you for the postage -which ahould atleast be refunded as they failed to deliver a service which they claim”

Helpful Report

Posted 7 years ago

“Worst customer support experience ever. I booked a parcel to be delivered to Reunion Island and through Interparcel using TNT. My Parcel was delivered to Argentina. TNT told me they can't speak to me as i have no contractual obligation with them and should speak to Interparcel. The customer service obtained is insufficient and it is like no one can use common sense to evaluate the error done by TNT. I have been begging Interparcrel to contact TNT who should have a process of rectifying a delivery error but Interparcel customer service is just not keen on putting pressure on TNT to rectify the error and re-direct my parcel to Reunion Island. The customer service team just says they are going to wait for TNT to provide an update and it could take up to 120 days. A parcel which was meant to be delivered in a week's time is now sitting in a customs warehouse in Argentina and because Interparcel customer service can't see that it is their duty on my behalf to keep chasing TNT about, i have been made to feel like my shipment doesn't matter and all i have to do is sit wait for 120 days. To add insult to injury, i was told if i wanted to cancel it and get a refund. All i just want is my parcel to be delivered to the correct address and for interparcel to fulfil their contractual obligation of ensuring the parcel is delivered from point A to B which at the moment they are failing to do. I am definitely not going to use interparcel again and will stick to going direct with the shipping companies. Anyone who reads should take note when you plan to use Interparcel as a service. You may end up being in the same situation just like i am and wish you had done it otherwise. Interparcel your service just went down and wish you had the same support you did a few years ago. All i need is you to fulfil your obligation and we can part ways.”

Helpful Report

Posted 7 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 79%
Accurate And Undamaged Orders	Greater than 91%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.2 out of 5

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