Name: Parcel2Go
Rating: 1.45

“Customer service is appalling. Simply directed to a website chat facility which after 10 minutes of waiting for a response I gave up. There's no phone number and no way of contacting them if you have a problem.”

Helpful Report

Posted 8 years ago

Hi, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have located your account and will contact you from here. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“Like everyone else on here this company is the worst, been trying to make a claim for over 4 weeks, their website does not update, their chatline employees know nothing, Hermes have lost the parcel, as per their tracking service, and I am being asked to send documentation to support my claim! 3 times I have sent it by email, I dont get any response to confirm they have received it, and when I GO BACK ON CHATLINE, i am told to check back next!! Just want to know how to get the insurance claim sorted, obviously they have no intention of paying!!”

Helpful Report

Posted 8 years ago

Hi, My sincerest apologies for your poor experience with our Live Chat facility. The vast majority of feedback we get about our operators is very positive, so it’s disappointing to hear you’ve been let down on this occasion. I will look into your claim and come back to you via email to discuss this further. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“DO NOT USE PARCEL2GO or DPD - they don't work weekends, do t include the day of collection in their 1-3 days and don't state the 1-3 days is 'working days' They refuse to admit they are wrong, refuse to admit loss of parcel and won't refund or compensate for late or lost items and don't compensate for losses relating to their incompetence. Also for Europe, based on their criteria there appears to be no feasible way they can deliver on time unless you book a collection for Monday's........They also don't appear to know or abide by consumer rights laws. I would strongly suggest any problems be reported directly to citizens advice for trading standards to I investigate as these companies appear to have been treating their customers apallingly for years.. Sent from my iPhone”

Helpful Report

Posted 8 years ago

Hi, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. Thank you for taking the time to leave feedback — it’s valuable to us and the couriers we work with in helping identify areas for future improvement. I have checked our service descriptions and can see they do note that the deliveries are working days. I have your order details and will email you directly from here. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“I recently sent 2 parcels to Australia with this courier. The reason we chose this courier was that they had a delivery date of 20 December, in time for Christmas. We paid approximately £40 for this. I droped the parcels off on the 9th December. I have checked with my family in Australia and the parcels have not arrived. Live chat was useless, they don't even know where the parcels are currently!! It is clear the parcels will not arrive in time for Christmas. Do not use this service.”

Helpful Report

Posted 8 years ago

Hi Liz, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. If you could provide your parcel reference number (beginning with ‘P2G’), I’d be more than happy to contact the courier for you to find out the current status of your parcel. You can email me with your P2G number at online@parcel2go.com. Dianne Fisher Parcel2Go Customer Services

Posted 8 years ago

“Absolutely awful. Lost my parcel and say they have sent email to courier to trace. Also say they have sent me an email to raise a claim but I have received no email. How a company can operate like this I don't know. My parcel contained Christmas presents for my daughter who is away from home for the first time ever so is emotive anyway without having the gifts lost by these incompetent cowboys. Gutted, angry and upset. Will be taking this much, much further.”

Helpful Report

Posted 8 years ago

Hi, I’m really sorry to hear you haven’t yet received your parcel. We work with couriers that we believe can deliver very best service possible, so it’s disappointing to know this hasn’t been the case for you. I have your order details and will contact you from this now. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“The worst!! Dropped my parcel at the shop on 5th December for delivery to USA..........it's still not got there. It's 22nd now!!”

Helpful Report

Posted 8 years ago

Hi Mary, I’m really sorry to hear you haven’t yet received your parcel. We work with couriers that we believe can deliver very best service possible, so it’s disappointing to know this hasn’t been the case for you. I have your order details and will email you from the order. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“TOTAL AND UTTER RUBBISH. Booked a pick up with UPS via Parcel2Go. Was not collected. Called UPS. No idea about the booking. Did not have the details. Parcel 2 Go is an absolute shambles and you are wasting your money and time if you use them SO AVOID AT ALL COSTS”

Helpful Report

Posted 8 years ago

Hi Simon, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. Thank you for taking the time to leave feedback — it’s valuable to us and the couriers we work with in helping identify areas for future improvement. I have your details and will contact you shortly about this matter. Dianne Fisher Parcel2Go Customer Services

Posted 8 years ago

“My parcel is lost just before Christmas, it took me 15 mins t get a live chat and then after about 20 minutes I was advised that they could not find my parcel. I was then advised that I would have to raise a claim. This entailed me having to provide evidence/receipts of what was in the parcel and up load them! They also asked if there was any key in determining the package was mine...YES the delivery address on the front and the sender address on the back - all of which they have details off. I was told they would get a response to me with in 2 working days well there is only 1 working day left until Christmas so I am not holding my breath. Just disgusting the lack of care especially at this time of year.”

Helpful Report

Posted 8 years ago

Hi Jackie, I’m really sorry to hear you haven’t yet had the parcel delivered. We work with couriers that we believe can deliver very best service possible, so it’s disappointing to know this hasn’t been the case for you. I will contact you directly from the order. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“If I realised the sender were using this lot, I would have arranged my own collection with a proper company. How in this day and age can a company have no phone, not even for customer contact, but to contact the carrier. Apparently they do everything by email, So no one knows where my parcel is and no one seems to be able to find out within an acceptable time frame. I would avoid using the company as it's yet another useless faceless entity.”

Helpful Report

Posted 8 years ago

Hi Ricky, I’m sorry you’ve found it difficult to contact us. The reason that we don’t currently have a phone number for customer services is that in order to offer the cheapest parcel delivery prices possible, we need to cut down costs elsewhere. However, you can still contact us via our Live Help facility on our website. Our Live Help system is designed to speed up the process of resolving any problems our customers might have when compared with a standard phone line service. It also helps keep costs down to ensure our customers are always getting the lowest possible prices on their deliveries. Most couriers would prefer us contacting them via email, and as such we follow their processes. I can see your parcel has now been delivered to yourself today. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“After notifying parcel to go, 1 week has elapsed, & still there has been no reply to my emails, regarding the missing parcel. EXTREMELY POOR SERVICE”

Helpful Report

Posted 8 years ago

Hi Adrian, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. Thank you for taking the time to leave feedback — it’s valuable to us and the couriers we work with in helping identify areas for future improvement. I have emailed you directly about this. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“I am a regular customer but I recently had a parcel returned to me from Italy as I requested it because the courier couldn't find the address. The parcel was lost over the 2 months it took to return. I put a claim in but it got rejected. They are quick enough in taking your money for postage but soon find plenty of excuses not to refund you. I am out of pocket £36 due to their incompetence”

Helpful Report

Posted 8 years ago

Hi, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have contacted you directly to ask you for an order number to look into this further. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“have had my parcel since the 15th Dec, allegedly tried to deliver on 16th and then again on the 19th. however I have been home all day on both occasions so I don't really see how this could happen. But of course the live chat option just is not active on their site and every phone number I searched for on the web is disconnected hmmm wonder why. I did however after a very long search find a number that appears to work but would you believe it nobody answers it. Very very disappointed and angry by this service and I would never recommend this company to anybody.”

Helpful Report

Posted 8 years ago

Hi, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have emailed you directly from the order to ask for further information on this. Unfortunately, Parcel2Go do not have a phone number as we are online based. We do, however, have a 24 hour Live chat option available on our website. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“My parcel no moved since 7 december and I am always waiting”

Helpful Report

Posted 8 years ago

Hi, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have emailed you from the order to discuss this further with you. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“nobody picked up a parcel on the day..neither next day because driver couldnt pick it up.. no more info why. took different company..picked up the parcel next day in the morning”

Helpful Report

Posted 8 years ago

Hi Mon, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have emailed you from the order to discuss this further. Dianne Fisher Parcel2Go Customer Services

Posted 8 years ago

“I ORDERD A COLLECTION FROM P2G FOR TODAY ( 17/12/16 ) WAITED IN FROM 8AM TILL 9PM ( WAISTED THE WHOLE DAY FOR NOTHING ) FOR THE COURIER TO ARRIVE, NOTHING ! THERE WAS NO MESSAGE INFORMING ME WHAT WAS HAPPENING. I CALLED LIVE CHAT BUT ALL I WAS TOLD WAS THAT ANOTHER COLLECTION COULD BE ARRANGED FOR MONDAY. TOLD THEM THAT I WILL BE GOING ON HOLLIDAY TOMORROW AFTERNOON AND WON'T BE BACK UNTILL 3RD OF JANUARY. I WAS THEN TOLD TO TAKE MY PARCEL TO MY LOCAL PICK-UP, I DONT DRIVE, THE PACEL IS TOO LARGE AND HEAVY TO CARRY AND ITS A 20 MINUET WALK TO MY NEAREST PICK UP,THAT ALSO CLOSES AT 9PM. ALL I HAVE BEEN OFFERD IS A BASIC REFUND. VERY DISAPOINTED WITH THIS SERVACE AND THE LACK OF SOLUTIONS FROM LIVE CHAT.”

Helpful Report

Posted 8 years ago

Hi Mrs J Salmon, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have your order number and will email you directly from this. Dianne Fisher Parcel2Go Customer Service.

Posted 8 years ago

“Poor Customer Service & Miss-Selling. I'm trying to lodge a formal complaint and cannot find email address, the LIVE chat team fob you off with excuses. I'm trying to make a claim and Parcel2go are not wanting to pay out due to theirs and there service providers error. STAY CLEAR OF THIS COMPANY!!!!!! ITS A SHAME THEY DONT HAVE A GOVERNANCE TEAM TO OVER LOOK THIS COMPANY AND ITS CONDUCT. Total shambles of a company and disregard for its users and customers. Parcel2go.com Complaint & Compliance Division Parcel2Go.com The Cube Coe Street Bolton BL3 6BU Dear Parcel2go.com Complaints & Compliance Officer, Consumer Rights Act 2015 Revised On 9th November 2016 & 14th December 2016, you attempted to conduct the following Service with YOUR CONTRACTOR: DX24 Secure Parcel Ref: P2G******** / P2G********/ P2G******** Service Paid For: DX24 SECURE NEXT-DAY DELIVERY Company Who Received Funds: Parcel2go.com The agreed Service I purchased from Parcel2go.com was a 24hr Next Day Delivery Service, which they offered and promoted numerous Courier Companies who deal with Parcel delivery. I Chose DX24 one of their suppliers for my requested Service of next Day Delivery to my Customers. DX24 collected the parcels from my property at the requested days, but once DX24 had collected the parcels I had trouble from the offset with DX24 & Parcel2go.com. I had paid for a 24hr Delivery Service, but what I was getting was a 48hr Delivery Service by DX24. As you can understand having paid for a service I was under the clarification that they would be delivered NEXT-DAY unless there was a problem with either the Parcel or even Driver. I first made contact with the Local DX24 Delivery Hub West Midlands to allocate what had gone wrong and why my parcels were been delivered late or why there was no Tracking Information about its location. Once I had spoken with DX24 I contacted Parcel2go.com via there LIVE chat upon their Website parcel2go.com, I have an ACTIVE parcel Account with this company. Once I had been allocated a Chat Adviser I informed them of my Complaint and concerns regarding the LATE DELIVERY or EVEN NO DELIVERY AT ALL to the adviser who then transferred me through to another chat adviser who for whatever reason told me exactly the same thing as the previous adviser. (See email manuscripts) I was persistent in trying to find out why my customer had not received their parcel. So I asked for a Manager to call me back ASAP so I could resolve and try and sort this out as this was NOT acceptable as the service I had purchased was changed without my knowledge or confirmation. If I wanted a 48hr Delivery I would have Purchased DX48, but I chose DX24 NEXT - DAY. The Contract of which I entered into when confirming the terms and conditions of usage of the service upon checkout has now been broken by Parcel2go.com NOT fulfilling their Service Promises and Services. This is in breach of the Supply of Goods ACT 2015 (Renewed) that any service rendered by a customer WILL be FULFILLED unless otherwise stated with prior notice to the buyer. NOT at any point was I notified about the changes of service I purchased from you. I was only notified when my customer had informed me that NO delivery had been made. I then checked my Parcel2go.com account to find NO information about why it had NOT been DELIVERED. The Complaints Service you offer is Appalling and trying to get in touch with you is a terrible experience on all accounts of the service with Parcel2go.com. I have tried to speak with DX24 about this complaint but rightly so they keep forwarding me back to your company Parcel2go.com as my agreement is with you and not DX24. I have spent a cost of £59.64 with your company just on parcel Deliveries with your Company since I have traded with your company. This does NOT include my LOSS & COSTS in having to REPLACE the Items again with my customers and arrange alternative Delivery for their replacement with another company so I could ensure and have a FULL guarantee that there service I pay for would be rendered and Fulfilled. The whole process of your service for all of my parcels was appalling. I will be sending a copy of this letter to DX24 West Midlands area Manager & Head Office. You as a company have failed to supply my goods and fulfil our agreement on Delivery. As my products will now be rendered Damaged I have to now make another set of products for MY customer who wants his parcel before Christmas. I am now out of pocket financially on all of the parcels as I had to replace the goods and PAY AGAIN for another Delivery Service. We agreed with the Terms & Conditions upon Checkout for the services Dated that this service would be conducted on: 9th November 2016 - 14th December 2016. However, I have had the following problems: * Non Delivery of Service Purchased *Lack of Communication with Clients & Users *Miss-Selling OF a Service * My Loss Financially In Replacing the Items again with the Customer * Poor Customer Service * Does NOT FULFILL Agreement or Contacts its Customers back when a Complaint has been lodged. *Recompense form Parcel2go.com & DX24 for Failed Services that you have supplied and Damaged to the products internally due to their contents. * If services purchased had been conducted, I would NOT be complaining regarding your services. According to the Litigation law, I am entitled to have this service conducted done in a reasonable time and the services carried out that I had paid for when making the order with you at the time of booking with parcel2go.com. I can agree that you made an attempt to conduct your side of the service with you provider but once your provider had the product in their possession that’s when the issue had arisen. I know you contract our services out and I will also be complaining to DX24 manger s and their Head Office to ensure No other customer encounters the same issue that I had have encountered with parcel2go.com. I can also accept that these could also be isolated incidents and that there can be problems from time to time, but having 3 parcels ALL have the same issue CANNOT be an isolated incident. The drivers that attend the property are either mislead by the days and turn up for the Parcels either a days earlier and I have to contact the West Midlands Hub and rectify the issue with then and book direct with the Delivery manager of that Hub. I cannot find a contact number for parcel2go.com and I have only been able to contact you via the live chat and I have had 1 telephone call from Andrew Customer Services Manager for Parcel2.go com. He was very understanding in my issues and problems and wanted to help in any way he could, and advised that I would be best making a claim and outing all of my problems I have had with parcel2go into an letter and forward that in with the Evidence that I could have had forwarded to me by the customer or the Email Live chat manuscripts I would Like to Claim on ALL 3 parcel the Insurance fee of £20.00 on each Parcel =£60.00 and also have the parcel Fees Credited to my Parcel2go.com account or Refunded to my payment method for the Transactions. I think my request is acceptable given the circumstances your Company and Suppliers have NOT carried out the agreed services that was purchased upon your website. Can you please respond to my complaint in the next 7 days, if you fail to respond or remedy this issue in this time, I will have no option but to consider taking the matter further with Trading Standards and your legal Compliance Governance Authority. Yours sincerely Steve White Company Owner Addiction Baits”

Helpful Report

Posted 8 years ago

Hi Steve, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have looked into this and can see the courier attempted the collection of the parcel on the first collection day and they have also taken a picture of your door to prove they were there for the collection. The parcel was collected, and unfortunately delayed due to the sheer volumes of parcels being sent through the network at this time of year. The drivers are working very hard to ensure that parcels are delivered as soon as possible, however, some are delayed slightly. I can see the parcel has now been delivered to the receiver. I have located your order and will email you directly from this. Dianne Fisher Parcel2Go Customer service

Posted 8 years ago

“HAD SEVERAL MISSED PICKUPS WITH NO COMPENSATION, ALSO JUST PAID FOR A PARCEL AT OVER £30 FOR ''EXPRESS'' DELIVERY WHICH HAS A COLLECTION WINDOW OF 9AM-5PM AND SHOWING ''NO GUARANTEE'' OF DELIVERY SOONER THAN IN THREE DAYS TIME.. THIS SERVICE IS DIABOLICAL AND A MASSIVE RIP OFF AND AN ABSOLUTE JOKE AND I AM IN THE PROCESS OF MAKING A FORMAL COMPLAINT TO TRADING STANDARDS AS WELL AS MAKING MY FEELINGS KNOWN TO MY LOCAL MEMBER OF PARLIAMENT”

Helpful Report

Posted 8 years ago

Good Morning Tom, I am sorry for the confusion here with the collection of the parcel and the service you have booked. When booking, you are made aware that the service is collection all day and that we do not offer collection time windows. The service for Express does not mean that we would offer you a 1 hour time window for your parcel being collected, as this is not a service we offer. The service booked is a working day delivery, and for a collection being made on Friday would be due to be delivered on Monday. If you required the parcel being delivered on Saturday, then you could have booked this service as a higher price than the service chosen. I have your details and will contact you from the order. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“Took seventeen days to deliver a parcel. Online chat help is a waste of time. It is just a feeble exercise in pretending to provide customer care. The same pre prepared phrases used every single time I contacted them. Not one of them was any help whatsoever. Just kept repeating the same line. Your parcel is out for delivery and will be delivered within 24 hours. Every single time it was a lie. The parcel never reached the delivery driver on any of these days. The first time the driver saw it was this morning, 15/12/16 as proved by the tracking system. 17 days after it had been collected. Tried the complaints line, that is just as useless. No acknowledgement that this service is appalling, and seem to think that taking 17 days to deliver a parcel is no grounds for complaint, or refunding the cost of sending the parcel.”

Helpful Report

Posted 8 years ago

Hi Robert, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I can see you have been discussing this with our team who have offered you a refund for this due to the problems that were caused with the delivery. Please accept my apologies for the service. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“Parcel due to be delivered by today 15.12 16. Not delivered live chat no help. Birthday ruined. Collected 7.12.16 .exoect better service fir price which is not cheap. Would never use again.”

Helpful Report

Posted 8 years ago

Hi Susanne, Sorry to hear you’ve had a poor experience with your delivery. We do everything possible to ensure that the couriers we work with are as effective as possible, so naturally it’s disappointing to hear stories like yours. I have received your order number for the parcel and I have contacted you directly from this. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“If I could give you less than one star I would. Nobody has contacted me or collected this parcel, which has to be in Manchester by tomorrow! I shall now have to go to a bike agency to take this parcel as I have had no communication from you either. Web chat - was totally ignored. This is not professional and unfortunately for you, I am a barrister. Therefore, you shall be invoiced for all costs incurred with a 28 day to pay. After that I shall make an application to take you to court and obtain my money back. I booked EXPRESS delivery and have had no service at all. You dont answer your phone, internet chats etc, and I dont have anymore time to waste as have had no text to tell me where the driver is or even if there is one. It is completely illegal for you to take monies on this basis.”

Helpful Report

Posted 8 years ago

Hi Lyndsay, I am sorry to hear you feel you have received a poor service here with the collection & delivery of the parcel. I am rather confused about the review you have provided here which comments on a parcel that has not been collected. However, this review was added before the cut off time for the parcel collection. I have checked your order, and I can see that your parcel was collected yesterday and is out for delivery to the customer today. Therefore, this has been collected on the date you booked and is being delivered in the time frame booked. I am going to email you directly to discuss this with you, Lyndsay. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 11%
Accurate And Undamaged Orders	Greater than 56%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Parcel2Go Reviews