Name: Parcel2Go
Rating: 1.45

“failled to collect my item”

Posted 8 years ago

“The worst experience I have ever had My Hermes through parcel2go more lost and stolen parcels in one week than 10 years with Royal Mail FOR THE LOVE OF GOD STAY AWAY!!!!”

Helpful Report

Posted 8 years ago

“I have sent a parcel about a month ago. Parcel2go overcharged me with almost £80 saying the dimensions and weights were wrong. The receiver has confirmed the dimensions and weights of the packages. I have sent several email to parcel2go claims with pictures, supplier dimensions and weighs, ebay indications of the package, but still they have not removed the overcharge. How can someone lift a box by himself with 34kgs? they are saying it has 24kgs more??? The package was checked with the same electronic scale I sent other packages which were correct??? Totally false overcharge. Trying to get money through the back door and not admitting that the overcharge claim is false. Not using again and I recomend to others not to use it also and this can happen to anyone using their service.”

Helpful Report

Posted 8 years ago

Hi, I’m sorry to hear about your frustration with this extra charge. Unfortunately, these charges are beyond our control. Because our couriers carry hundreds of thousands of parcels a day, there’s a very slim margin for error when it comes to declared parcel sizes. Couriers issue surcharges for under-declared parcels in order to compensate for the extra time it takes to process them. To avoid these charges in future, we’d advise rounding up your parcel measurements when declaring the size and weight. This should compensate for discrepancies between your measurement and the courier’s. The issue here is that the dimensions for the parcel are incorrect and this has caused the issue with the payment. We have asked you to send over further documents to an email address for us to discuss this further. If you can do this, then we can look into the matter further. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“Paid for collection+ where they print your label. 1st drop off place didn't know about printing any label, returned home for on-line help which recommended a 2nd place, but that place couldn't scan the bar code. Back home for more on-line help which recommended printing the label myself? Offering a service for people without home printers then failing twice was bad but asking the customer to print it was adding insult to injury. No complaints procedure either. After wasting 2 hours I had to cancel the order and find another company.”

Helpful Report

Posted 8 years ago

Hi Graham, 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 received your email and will email you back from this. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“T E R R I B L E these people never delivered my parcel only to have it sent back claiming it was refused SCAM to make you pay again advise= AVOID”

Helpful Report

Posted 8 years ago

Hi Alex, 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. If you could provide your parcel reference number (beginning with ‘P2G’), I’d be more than happy to contact the courier on your behalf 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

“Damaged and lost parcel. There are much better professional organisations out there than these people and you would be well advised to give Parcel2go a miss”

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 located your order and will email you from this. Dianne Fisher Parcel2Go

Posted 8 years ago

“Waited in for collection service, twice. Nothing! Absolute disgrace.”

Helpful Report

Posted 8 years ago

Hi, Alex, Really sorry to hear that your chosen courier has failed to collect your parcel. We only work with couriers that we expect to be truly reliable, so it’s disappointing that you’ve been let down on this occasion. Due to reasons that include heavy traffic, roadworks or complications with other collections, it’s not always possible for a courier to collect a parcel on the originally agreed date. That said, I do understand your frustration, and would like the chance to investigate why your collection has failed on this occasion. I have located your order and will email you from here. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“NO DELIVERY - NO TRACKING UPDATE - PARCEL2GO AT BEST ABSOLUTELY USELESS !!”

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. 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 located the order and will email you from this. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“They left my parcel out in the rain. Destroyed contents and packaging. No compensation forth coming.”

Helpful Report

Posted 8 years ago

Hi Mark, So sorry to hear that your parcel was left in such a poor location. Rest assured we’ll do everything we can to ensure that you get an explanation from the courier as to why your parcel arrived in the condition it did. I have located the order, and will email you from here. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“Series of errors, zero communication and little help! I sent a simple package from UK to Germany for my partner's mother birthday. Reasonable price so what could go wrong? I heard nothing for 2 weeks and it never arrived so I went online to check the status - showed as "Held in depot" in Germany for over a week with no status change. Odd ... and would have been nice to have been told but never mind. I chased it up on chat and was told it was damaged. I asked for it to be delivered anyway but apparently it can only be returned to sender. Not great, and felt odd it had to go international again but didn't query it. I guess accidents can happen but very disappointing that I wasn't even told. I then waited another 2 weeks and went online to check the status - this time it showed as in the "Reading depot" where it had also been for over a week with "Please contact customer service". Again, it would have been nice to have been told! I chased it up on chat and told that "Please allow for it to be returned as soon as possible". Great - I'm only 30 mins from Reading - should arrive any time now. Waited another 1 week - status hasn't changed at all - it's now been in Reading for 2 weeks apparently. Another chat session ... similar response of wait longer. Asked about claiming but I need to take a photo of the damage (pointless as it's been neither delivered nor returned!). And for refund of cost ... have to wait until it is returned. So I'm still waiting ..... what a farce!”

Helpful Report

Posted 8 years ago

Hi Graham, 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 located the order and will contact you from this. Dianne Fisher Parcel2Go Customer Services

Posted 8 years ago

“ordered an item with the 24 hour service. i received a call from the courier saying it was damaged in transit. i have been contacting parcel2go every day since it went wrong over an hour every day. Every time getting the same automated messages and being transferred to other so called service advisers every time. One week after scheduled delivery i still am no further forward and £200.00 out of pocket. These guys are a JOKE and aim to keep you on the online chat for so long you give up. A case for watchdog these guys should be. very disappointing and wont use again”

Helpful Report

Posted 8 years ago

Hi Edd, So sorry to hear that your parcel arrived damaged. Rest assured we’ll do everything we can to ensure that you get an explanation from the courier as to why your parcel arrived in the condition it did. I can see that you have been in contact with our support department to discuss this issue and the problems with the delivery. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“I used Parcel2Go a few times before having an issue, and they seemed pretty good. But now wish I had never found them in the first place. I can honestly say you are better off walking the parcel to its destination, as if anything goes wrong (and in my case the packages were completely ruined) the customer service is non existent. You will sit in a chat window for (in my case 2 hours) too long and get the same auto messages of "I'm so sorry for the delay" and "let me look into this for you" and then you will sit there for 10 minutes looking at a blank screen before you get another message saying "I will be with you shortly". Dreadful example of customer service and just the worst way in which you can run a company so I will not be using them EVER again. After looking at some reviews it appears many other people feel the same way. PLEASE PLEASE STAY WELL AWAY, YOU WILL FEEL SCAMMED”

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 have located the order and will email you from this. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“They've lost my laptop. They've lost my laptop. The customer service can't help. I'm really upset and don't know what to do. Alfred”

Helpful Report

Posted 8 years ago

Hi Alfred, 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 can see we are currently discussing this issue with you and will email you from the order. Dianne Fisher Parcel2Go Customer Services

Posted 8 years ago

“My parcel contained £800 worth of audio equipment - we sent it via MyHermes through Parcel2Go and they claimed it was delivered, but it wasn't. Parcel2Go's customer service is not good at all when things go wrong. There is no phone number to call and no email address to write to. There is not even a complaints policy on the website to get anyone's attention. All you can do is go into a chatbox and wait for an hour while an operator takes forever to answer even the most basic questions. They are handling multiple chat windows at once, which is why everything takes so long. I spoke to three operators on chat over the space of a week and all three of them said they would send through proof of delivery from MyHermes by email. Nothing ever arrived and I kept having to chase the chat operators - wasting hours of my time in the process. In the end, they confirmed that they couldn't guarantee they would provide me with any information as they are so busy. This is clearly appalling customer service. No one seems particularly interested in helping us, in fact they would much prefer us to just file a claim, buy new equipment and get on with life. After much effort, I finally managed to track down an email address for their Claims department (claims at parcel2go.com). I filed multiple documents for a claim, all of them kept getting rejected until I emailed Parcel2Go and they then finally confirmed they had sufficient information. But despite having an existing claim in the system, no one seems to be interested in actually helping us process and finalise that claim. We have lost £800 worth of equipment and Parcel2Go doesn't give a damn. it's now been a month since I sent my parcel through Parcel2Go. They have not been able to provide any useful information about the so-called 'investigation' that's ongoing into our lost parcel. We need the missing equipment to run our business. Parcel2Go just seems to want to keep the investigation open indefinitely without providing any cut-off date or helpful information, presumably because they don't want to pay out for the missing claim. We are very, very unhappy and upset with Parcel2Go. The communication and customer service has been appalling.”

Helpful Report

Posted 8 years ago

Hi Lorraine, 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 can see we have been discussing this issue with you via email and trying to come to a timely resolution for this issue. The claims department will be responding to you shortly about this issue. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“I despair of this company. My parcel was damaged and was returned and I had to pay again to get it sent. It is pretty nigh impossible to speak to anyone, there is no email no phone number and if you are lucky enough to speak to the live chat facility the live chatter must die during the conversation. All I am trying to do it get a refund of my first delivery charge. I am sure they think that if they make it difficult I will go away. I will never use this bunch of rogues again.”

Helpful Report

Posted 8 years ago

Hi, I am sorry for the issues with the parcel and this not being delivered to the receiver. 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. I will be emailing you from the order. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“What went wrong? what went right !! absolutely shocking service. parcel was meant to be delivered 8 days ago and still no sign of this nor do parcel2go know where this even is. Promised call backs numerous times and surprisingly not one call back has been received!! Been told no managers are available to speak to constantly is just beyond a joke. Live chat is an absolute waste of time full of false information and promises. Note to anyone never use this company as highly unreliable and shocking after service to try and locate any parcels !!!”

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. 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 have your order number and will email you in regards to this. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“I had parcel collected by non english speaking driver, they hadnt delivered it with the 2 days required, I complained but was told it was out for delivery, 9 days leter the same driver appears with the parcel saying "too heavy" dumps it on my door step and drives off, I complain to Parcel2 go and initially have good response, now being told by Renee that, my fault I should weigh items better, no refund of the money I have allready spent, and goodbye!!!! great company”

Helpful Report

Posted 8 years ago

Hi, I am sorry you are feeling frustrated with the service provided here. Renee has explained to you that the item has been returned to you because you weighed the item as 20kg and this is what you booked this as, however, when the courier received this back in the depot, they confirmed the actual weight was 18kg bigger than this at 38kg. This means that the item was too big for the couriers network as confirmed when booking that the item cannot be any bigger than 20kg. I will email you from the order directly. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“I have inccured numerous problems with this company that I am now sick of it. Every time I have sent out a parcel with parcel2go, they either don't collect the parcel, lose my item, say they haven't got my parcel, charge me for collection of parcel and then I have to go drop it off, give my parcel to a neighbour so my customer doesn't end up receiving it and don't even let my customer know of this or attempt delivery and don't go back to deliver it for a very long period of time. Whenever I then go to contact the comoany they do absolutely nothing about it, there customer service is also rude and unhelpful. They never sort out the problem and always try blaming my customers when it has nothing to do with them. PARCEL2GO is absolutely rubbish. I have never in my whole entire life reviewed a company or wrote bad about a company but PARCEL2GO is absolutely disgusted that It left me with no choice but to write a review so everyone is aware of there service. The amount of times they have lost my parcels and don't even compensate for it and make me receive a big loss as I have to compensate my customers and I also lose out on the items I am sending it's just absolutely disguting even taking it up with a manager makes no difference at all THEY DO NOTHING AT ALL! At this rate they will definitely be losing a lot of customers! Piece of advise- YOU RATHER PAY THE EXTRA 10-20p but use a different, more reliable company! You will end up losing a lot more trying to save the pennies with this company”

Helpful Report

Posted 8 years ago

Hi Hannah, 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. 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 have your order number and will email you from this. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“DO NOT USE THIS COMPANY I DID NOT GET ANY HELP AND LIVE CHAT WAS TERMINATED WHEN I REQUESTED A REFUND. I paid for a 3 working day delivery to USA which was delivered in 14 days and the recipient had to pay a COD charge of $40”

Helpful Report

Posted 8 years ago

Hi Jan, I am sorry for the issues with the delivery here. The issues with the delivery has been caused because of the contents that had been sent (as per email) and there were duties and taxes applicable on the goods. Your parcel may be subject to a customs charge upon arrival in the destination country - this is not something we can control. The charge on the item will vary depending on the item, the value of the parcel, the parcel contents and the discretion on the guidelines in the delivery country customs. Unfortunately Parcel2Go will not be able to advise whether a parcel will or will not attract charges as each individual parcel is treated differently. In the Terms and conditions of carriage it shows the following information- 7.3 We shall not be responsible for any local customs charges, import taxes or duties or any similar charge(s) incurred through our carriage and/or delivery of any Consignment and you must satisfy yourself as to whether any of these charges will become due, and if so in what amounts, before completing an order with us. If any such charges become due as a result of our carriage and/or delivery of a Consignment on your behalf and are charged to us by any competent authority you agree to reimburse us fully in respect of the same within 7 days of our demand. If the charges are added they would normally be requested from the receiver of the parcel, however if the receiver refuses to pay the duties and taxes the sender can pay these. Sometimes there is an additional charge for the payment if this is made by the sender, this is something we would not know about before sending. I have emailed you about this issue. Dianne Fisher Parcel2Go Customer Service

Posted 8 years ago

“Worst delivery service out there. Avoid with all cost!! Arranged to have a parcel sent to my nephew who lives in Spain and made sure to arrange in plenty of time with a service which guarantee delivery BEFORE the 23rd of December 2016 I dropped the parcel off on 14th of December and the item has STILL not been delivered and it is the 17th FEBUARY 2017 today. AND NOTHING!!! I Spent the whole of Christmas backwards and forwards in live chat trying to sort out what's going on. One very disappointed little boy with no gifts he was told to expect all thanks to rubbish Hermes and parcel2go. I was then told my parcel would be returned to me and that was over a MONTH ago in january, and still NOTHING... worst of all Parcel2go have no contact details apart from some crap live chat facility from their website, where nothing is solved at all and the chat is suddenly dropped. Wouldn't recommend to others, actually PLEASE avoid like the plague! BEYOND THE WORST COMPANY IN EXISTENCE.... TOTAL FRAUDSTERS AND I HAVE REPORTED TO UK TRADING STANDARDS AND WATCH DOG FOR REVIEW.”

Helpful Report

Posted 8 years ago

Hi Rebecca, I’m really sorry to hear you haven’t yet received your parcel back. 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. Unfortunately, when booking you are made aware that the service is not guaranteed and we do everything to have this delivered in the time frame booked. This parcel was attempted three times and the courier could not deliver this, therefore, we returned this to sender. I have been previously emailing you about this and will respond again. 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