Collect+ Reviews - www.collectplus.co.uk

Victoria House, 49 Clarendon Road, Watford, WD17 1HP
★★☆☆☆
2.4 / 5
361
35% of users recommend this
  • Value For Money

Description (provided by business)

Send, collect and return your parcels early ‘til late, 7 days a week. CollectPlus is the largest store-based parcel service in the UK, designed to make your life easier. No more wasted Saturdays or lunchtime queues, just the freedom to get on with your day. Our services: Send - If you sell online, or want to send a gift to a loved one, our send service is perfect for you. Return - Changed your mind? Return your unwanted purchases to over 260 retailers. Collect - Shop with your favourite brands online and collect your purchases at your local store.
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Latest Reviews

★☆☆☆☆

“DISAPPOINTING SERVICE”

Written on: 30/01/2016 by MARGARETBELFAST (1 review written)

I sent my parcel on 4th January and was notified it had arrived at my chosen store. When my daughter arrived to collect it the shop owner said he didn't have it. I contacted Collect Plus who told me it was being returned to the depot as I had printed the wrong label. The parcel was to be returned to my home address and when this didn't happen I contacted Collect Plus again and was told the parcel would arrive at my home within the next few days. When this didn't happen I contacted them again… Read Full Review

By Collectplus

Written on: 02/02/2016

UPDATE 5/2/16 - Your cheque in settlement of your claim has been posted today.
PhilipM


I am sorry to read that we have let you down like this. If you have not already done so, please contact my colleagues in the customer support team and they will let you know if the contents are eligible for payment of compensation.
PhilipM
CollectPlus, Head Office

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★☆☆☆☆

“Collect+ Shockingly poor service - Do Not Recommend - BAD!”

Written on: 13/01/2016

Updated: 13th January 2016: **The Collect+ Parcel Has Been Misplaced yet AGAIN** After being promised the situation would be looked at, the parcel has YET AGAIN been "Parcel misrouted, being redirected", so now we are at 8 days since collection and the parcel is still no closer to being returned to it's intended destination - the following is in addition to my first post: 13/01/2016 12:35 Current status: Parcel misrouted, being redirected 13/01/2016 00:49 Processed at National Hub 13/01/2016… Read Full Review

By Collectplus

Written on: 14/01/2016

I am sorry that your parcel has not yet been delivered and I understand how worrying this is for you.

Thanks to you pointing out the delay, we have discovered a minor error with this routing code and although this has now been corrected your parcel will take a day or so longer before it can be confirmed as returned.
If you require a more formal response that you can share with the retailer to explain the delay is not of your making, please let me have your full name and postal address and I will write to you.
I will e-mail you again as soon as I know the parcel has been received.

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★★☆☆☆

“Why Redirect twice?”

Written on: 08/01/2016 by Fleet76 (1 review written)

Why was my parcel redirect twice you was only going 30miles up the road from Basildon to Braintree??? Good job I was sending something back to an eBay seller! Can you use That I first sent it on new years eve???… Read Full Review

By Collectplus

Written on: 11/01/2016

If you would be kind enough to e-mail my colleagues at the customer support team using the link in the Help pages on our website, quoting the tracking reference, they will be happy to investigate and reply to you.
PhilipM
CollectPlus, Head Office

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★★★☆☆

“collect plus parcel delivery”

Written on: 24/12/2015

I have used collect+ many times with good results . they have a link to ebay , from where it takes the delivery address , so printing a label is quite easy . there are plenty of collection points in my area . the tracking system works ok , so you know where the parcel is . however I recently had an issue with a parcel , and so far I am not too impressed with their responses, and there may be issues with the website process. I will update this review when my issue is resolved… Read Full Review

By Collectplus

Written on: 04/01/2016

I am very sorry to read this review of the service that we have provided on this occasion. I would be happy to investigate the background if I had more information such as the tracking reference or a contact e-mail or telephone number. We successfully carry millions of parcels each year and all feedback is useful and valuable but I regret that I can only investigate specific instances. As I cannot add my personal contact details here or request other personal details, then I would invite the reviewer to be kind enough to e-mail our Customer Services Team, via our website, with full details, marking the e-mail for my attention and I shall investigate and reply to you. PhilipM. CollectPlus, Head Office

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Jackdaww's Comment

Written on: 08/01/2016


my very well packed parcel arrived badly damaged, the buyer could not believe it .

my complaint case has been totally stonewalled who seems to have his hands full.

a very substantial percentage of parcels will contain restricted items , so these courier websites must make their policy crystal clear, at the point of sale..

the collect plus website hides the concept of restricted items deep in its t&c.
there is a clearer description in the FAQ , but do you read these if you dont have a question .

my latest parcel was sent by myhermes via parcel2go .

their website clearly prompts you to read the restrictions list at point of sale .

in contrast the collect+ website prompts you to take out MORE insurance cover -- which you would then NOT be able to claim anyway --

mis-selling?

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★☆☆☆☆

“Shoddy service again. - Everdon Road Coventry”

Written on: 11/12/2015 by Claybs270 (1 review written)

Ignorant, rude and aggressive reception.Was told that if I want my parcels in future that I will have to print my number out! Why.... Because I wouldn't give him my phone to take behind the counter to check that I was not lying!! What a load of nonsense! Come on collectplus... You have already contacted this store about how they deal with your customers. It appears to have fallen on deaf ears.Surely you can pick better representatives for your company. Maybe they should spend some time at… Read Full Review

By Collectplus

Written on: 11/12/2015

Thank you for your comments. We shall take this forward again with the storekeeper.

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Carry2709's Comment

Written on: 11/12/2015

Unfortunately, I have another parcel that is due to be delivered to this store. Let's hope there is an improvement in customer service following your discussions with them.

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★☆☆☆☆

“T and C”

Written on: 21/11/2015 by Kenna42 (1 review written)

After they destroyed 2items packed in 4inches of polystyrene, the items had been shipped from USA, and I added more packaging , I asked for a claim form, needless to say I got quoted clause this and that, if you really read the T&C, I do not know how they even call themselves a courier service, as they do not cover ANYTHING, unless its a cuddly toy, I will never use them again, and will pay more for a reputable company… Read Full Review

By Collectplus

Written on: 25/11/2015

Our Terms and Conditions, like any general carrier exclude specific items, including (but not limited to) glass, china, porcelain, marble, musical instruments, antiques, gold and silver bullion, documents, liquids, weapons, money, and fresh food.
As you have not included a tracking reference I regret that I am unable to comment further.
CollectPlus, Head Office

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★☆☆☆☆

“Collect Plus are Yodel masquerading under another...”

Written on: 18/11/2015 by JamesF1111 (1 review written)

Collect Plus are Yodel masquerading under another name. I received a delivery card through my door where the delivery driver had stated he left the parcel in flowers at the front of my house. I live 1.5m from a busy road with an open drive. There was no parcel present so I contacted Yodel who apologised and offered to conduct a driver interview. Several days later I chased for an answer even though I had been assured I would be contacted when they had investigated. The Yodel representative told… Read Full Review

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★☆☆☆☆

“Dishonest - squirming out of damage claim”

Written on: 06/11/2015 by tyche818 (1 review written)

Sent item really well packaged, yet despite this Collect+ managed to destroy it. Packed with cardboard, bubble wrap and foam pellets and I think they crushed the parcel breaking the plastic. YET - because on part of the item was made of glass - even though the glass was not broken they're wriggling out of the claim! REALLY dishonest company - use at your own risk!!!… Read Full Review

Sockit's Response to tyche818's Review

Written on: 19/11/2015

I had exactly the same, 2items sent from USA,6000miles undamaged, I added extra packaging/padding and they managed to destroy the items in a 200miles, and refused claim because I did not read the small print, I will never use them again , and advise, be VERY careful if you choose to use them

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Tyche818's Response to tyche818's Review

Written on: 19/11/2015

CollectPlus did eventally honour the claim after seeing my rant on another review site. Shame it took that, but it ended well.

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★☆☆☆☆

“There must be a tea leaf within.......”

Written on: 05/11/2015 by Kalliec61 (1 review written)

Parcel collected from local store then tracked, dispatch from Stoke Depot never to be seen again..... When contacted gave full description of package and contents after investigation sorry sir we can't find your parcel, in this day and Age things do not just vanish into thin air so what happened to it from Stoke Depot to its next port of call, it's totally unacceptable for them to say we can't find it.... They've certainly fallen short of there duties and commitment to be trusted with… Read Full Review

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★☆☆☆☆

“AVOID IT”

Written on: 28/10/2015 by msssu (1 review written)

Send a parcel Return item) through Collect + as the drop hours are very flexible, paid for 2-3 delivery what did not happened but after a weekend the parcel status was marked as delivered, The recipient can not find the item and asked for the name of the person who received it so they can track down the parcel, I checked the website and for my surprise there is no proof of delivery what I believe is unacceptable, contact collect plus and apparently the parcel was posted, posted??? the parcel… Read Full Review

By Collectplus

Written on: 04/11/2015

I am very sorry to read this review of the service that we have provided on this occasion. I would be happy to investigate the background if I had more information such as the tracking reference or a contact e-mail or telephone number. We successfully carry millions of parcels each year and all feedback is useful and valuable but I regret that I can only investigate specific instances. As I cannot add my personal contact details here or request other personal details, then I would invite the reviewer to be kind enough to e-mail our Customer Services Team, via our website, with full details and they will be happy to investigate and reply to you. PhilipM CollectPlus, Head Office

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★☆☆☆☆

“poor service”

Written on: 24/10/2015

They have my goods and it is almost one month and it has not been delivered. this is ridiculous. They can't tell me when it will be loaded on the van since they have attempted delivery before. They claimed delivery has been attempted, but did not leave a card. I have not have not had any problems with other companies within the same industry. Their services are very POOR. DO NOT USE THEM… Read Full Review

By Collectplus

Written on: 04/11/2015

I am very sorry to read this review of the service that we have provided on this occasion. I would be happy to investigate the background if I had more information such as the tracking reference or a contact e-mail or telephone number.
We successfully carry millions of parcels each year and all feedback is useful and valuable but I regret that I can only investigate specific instances.
As I cannot add my personal contact details here or request other personal details, then I would invite the reviewer to be kind enough to e-mail our Customer Services Team, via our website, with full details and they will be happy to investigate and reply to you.
PhilipM
CollectPlus, Head Office

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★☆☆☆☆

“Item delivered but who knows where to”

Written on: 15/10/2015 by amaunder (1 review written)

Courier claimed the item (worth £350) had been delivered to me. It had not I was in all day and no one called. because the company marked it as item delivered I have no refund recourse from ebay and no brouges.Ebay found in the sellers favour as tracking data was supplied. Lies lies lies I have asked everyone in my village and nothing was left with them either. When the courier was asked by collect + he said it was posted through the catflap at the back door. no back door catflaps in the… Read Full Review

By Collectplus

Written on: 21/10/2015

Would you be kind enough to e-mail full details to me using the address from the contact details page? I will be happy to investigate this further on your behalf.
PhilipM
CollectPlus, Head Office

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Leebee333's reply to Collectplus's Comment

Written on: 25/10/2015

Hello, this has happened to me to. I messaged ebay seller today to say I haven't received my item. She messaged back yes you have it was delivered by collect plus Tuesday at 1.15pm here's proof. It does say my parcel was delivered to my address but it wasnt. There was nobody in at that time to accept it. There was no card and I've checked with all my neighbours.
The eBay seller is saying well I've got proof it was delivered and acting like I'm trying to rip her off. It's really upset me, I'd never do that and I genuinely have not had that parcel.

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Amaunder's reply to Leebee333's Comment

Written on: 25/10/2015

The seller can provide proof of delivery so ebay consider it case closed.They find in the sellers favour every time.For me the courier has dragged this out and never actually called me back on any if the near dozen times they promised a response in 24-48 hours. Its me going all the work.The responses they leave to our complaints on this site are just wind and noise with no one actually making any effort to resolve a complaint. It seems to me they just post a reply to create an impression they are dealing with the problem.A criminal investigation into the driver who I self employed in most cases may well be the best course of action.At the end of the day he had £350 to deliver to me and he says he has and yet this I not true.He stated he put it through the catflap to the back door yet no one in this postcode has a catflap and certainly not large enough for my parcel.Neither do I so the real question is where is the goods. Good luck with your own problem my next Step is to contact the police.

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★☆☆☆☆

“LOST”

Written on: 14/10/2015 by bxDuckworth291 (1 review written)

I returned a parcel to a retailer,but after 10 days it still had not been received. According to collect plus i needed to make a claim in order for them to investigate the 'loss'.but even as they said it i felt they just wanted my complaint to go away. I did what they asked after they said the parcel was last located at their Dartford depot and they would look for it at night when the depot was quiet. There has been no effort to locate the parcel. I am still hopeful and have called several… Read Full Review

By Collectplus

Written on: 21/10/2015

I am sorry to read that you feel my colleagues have not investigated this properly Ms Rees-Goddard. We successfully transport millions of parcels each year without incident but occasionally items do get misplaced in transit which is why we have the compensation scheme in place. Your claim was paid on 1 October.
PhilipM
CollectPlus, Head Office

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★☆☆☆☆

“Useless, lost of time”

Written on: 08/10/2015 by arodier (1 review written)

Used to post a parcel from ebay. Used the "Collect+ Standard" from ebay. After ten days, the buyer received neither the parcel nor any information to get collect his parcel. The web site advertised "Processed at National Hub", for more than 10 days. The web site tracking information is not relevant with the real package delivery. I had to call the hotline in order to obtain relevant information, then to pass it to the ebay buyer. A big loss of time. Nobody really seems to check late… Read Full Review

By Collectplus

Written on: 21/10/2015

Thank you for your comment. Tracking of parcels relies on the scanning of bar codes at static points in the journey. We do not use "RFID" broadcasters or satellite tracking as you would see on a SatNav simply because the cost to produce one for each label issued is prohibitive. We successfully transport millions of parcels each year without incident; I am sorry that we have let you down.
PhilipM.
CollectPlus, Head Office

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Arodier's reply to Collectplus's Comment

Written on: 21/10/2015

I never asked you to use RFID or satellite to track parcels.

By citing these technologies, you are trying to escape your responsibilities.

Good practices don't need technology, and conversely, a such level of incompetence cannot be contended by the use of technology.

Moreover, I asked you a compensation for all the time I have lost tracking my parcel and my reputation on ebay, and you have simply ignored it.

Looking with the experience I have with your service, I suspect that most of the reviews on this site are entered by people you are paying to maintain a fake reputation of seriousness that you don't deserve.

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★☆☆☆☆

“damaged goods somehow that's my fault according to...”

Written on: 22/09/2015 by juWilson80 (1 review written)

my item arrived having been dropped and bashed in, now collect plus say it's my fault as packaging was not good enough, so no compensation (insurance) will be given, it seems that with collect plus we must make our items bomb proof so when there inept staff drop our things we just might be eligible for the insurance we've paid for- this is simply not good enough do the words fragile written all over a parcel mean nothing to these people? If my packaging was not good enough then why was my… Read Full Review

By Collectplus

Written on: 23/09/2015

I am sorry to read your comments and I regret that the contents of the parcels were damaged in transit Our drivers and parcel-handlers do not deliberately mistreat parcels but given the very nature of this business - when you consider that even though we successfully transport millions of parcels each year safely through both mechanical and manual sorting, loading and unloading onto vans - accidents do, regrettably, happen.
However, for the benefit of other customers who might read your review, I must point out that CollectPlus is not a specialist carrier and we specifically exclude the carriage of certain, fragile, items such as ceramics (china/porcelain/stoneware), glass and marble, in section 7.3 of our Terms and Conditions. If there is any question about the suitability of the item for transportation by CollectPlus, please contact the customer support team who will be happy to give further advice.
We do have a compensation scheme but we have to apply this consistently to all claims that are made which is why, on occasion, we have to disappoint some customers by rejecting their claims.
PhilipM CollectPlus, Head Office

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Davidbatesderby's Comment

Written on: 23/09/2015

if you deliver my parcel damaged you have not upheld your side of the agreement, therefore it's a breach of contract and yourselves refuse to compensate me for the loss of the item and the postage paid I actually expect full compensation but to keep the postage cost also is an issue for trading standards.

You can also write all the tems and conditions you like it does not mean they are legal or will stand up in court as they are not reasonable.
Poor packaging resulting in damage from General operation and handling of the goods is one thing, and obvious drop of the item and damage is not this IT IS NEGLIGENCE and as said before if the package does not meet the requirements set by yourselves for the packaging then YOUR AGENTS SHOULD NOT ACCEPT THE PARCEL FOR DISTRIBUTION!!.

Your company has a VERY lucrative deal with eBay you have no need to act in this fraudulent and negligent way your company is greedy avaricious and extremely negligent, and believe me it might only be £25 im after but on principal I will take collect+ to court.

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Davidbatesderby's Comment

Written on: 23/09/2015

if you deliver my parcel damaged you have not upheld your side of the agreement, therefore it's a breach of contract and yourselves refuse to compensate me for the loss of the item and the postage paid I actually expect full compensation but to keep the postage cost also is an issue for trading standards.

You can also write all the tems and conditions you like it does not mean they are legal or will stand up in court as they are not reasonable.
Poor packaging resulting in damage from General operation and handling of the goods is one thing, and obvious drop of the item and damage is not this IT IS NEGLIGENCE and as said before if the package does not meet the requirements set by yourselves for the packaging then YOUR AGENTS SHOULD NOT ACCEPT THE PARCEL FOR DISTRIBUTION!!.

Your company has a VERY lucrative deal with eBay you have no need to act in this fraudulent and negligent way your company is greedy avaricious and extremely negligent, and believe me it might only be £25 im after but on principal I will take collect+ to court.

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★★★★☆

“A curate's egg?”

Written on: 21/08/2015

A fascinatingly variable set of experiences ... hard to know what to make of them. I came to this forum because I've just received a bulk email from Amazon indicating that they will no longer be using Collect+ after the end of this week. I have been using Collect+ for about a year to deliver my purchases from Amazon, about 30 orders in total, plus one item ordered from John Lewis. The service has been prompt and faultless. There were two small problems, neither of them obviously the fault of… Read Full Review

By Collectplus

Written on: 21/08/2015

This is part of Amazon’s planned withdrawal from our Click & Collect service, but you will still be able to return Amazon parcels through the CollectPlus network as this is not a service available from Amazon’s other pick up locations. There are over 50 retailers who offer the CollectPlus click & collect service and over 300, including Amazon, who use CollectPlus for returns. The decision to stop offering the CollectPlus click & collect service is Amazon’s alone.
PhilipM
CollectPlus, Head Office

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★☆☆☆☆

“Don't trust Collect+ !”

Written on: 16/08/2015 by ChrisDavidBell (4 reviews written)

Hopeless experience with CollectPlus. Parcel sent from Amazon to a local CollectPlus centre on 8 August. No e-mail from Collect Plus to enable me to collect the parcel. They claim it was never picked-up from Amazon, but it arrived at its destination. As of today, they are still saying that as the parcel is not on their system, it has not been delivered; but I have seen it at the shop!… Read Full Review

By Collectplus

Written on: 21/08/2015

Thank you for speaking to me Mr Bell. I am pleased that I was able to explain what had happened and that this matter is now resolved with you being able to collect your parcel.
PhilipM
CollectPlus, Head Office

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★★☆☆☆

“Wont accept 7 digit code without scannable barcode”

Written on: 20/07/2015 by ManImTired (1 review written)

Went to pickup parcel with 7 digit barcode as per instructions on their site, using an SMS with the digits. Was serviced before, but this time the owner seems to not want the collectplus requirements of a 7 digit code as seen in the video attached. He had to have the barcode and not the alphanumerics. So now long walk to get to them again… Read Full Review

By Collectplus

Written on: 27/07/2015

Would you be kind enough to e-mail full details to me?
PhilipM
CollectPlus, Head Office

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★☆☆☆☆

“COLLECT+ FALSE PROMISES OF INSURANCE COVER”

Written on: 08/06/2015 by RogerDuffy (1 review written)

Our well packed expensive parcel yet again arrived badly damaged to customer, but Collect+ are pretending to be sympathetic when we phoned them, and yet do nothing. They will not answer my numerous e-mails and are hoping that all will be forgotten. A full refund has been given to our ebay customer and photos of damaged item along with pictures of mounds of packaging have been forwarded to Collect+ including the paypal invoice displaying the refund. We also have problems at the local spar shops… Read Full Review

By Collectplus

Written on: 09/06/2015

I am sorry to read that the contents were damaged in transit, Mr Duffy. Our drivers do endeavour to take reasonable care of the parcels when they receive them for delivery but regrettably, due to the automated nature of the sorting equipment used, accidents will happen, albeit rarely, which is why we have our compensation scheme in place. I cannot see that you have contacted my colleagues in the customer support team about the damage - if you need any further information please e-mail them.
We have to apply the terms of our compensation scheme consistently and fairly to all our customers and I am sorry to read your comments.
CollectPlus, Head Office

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Trustnoone's Comment

Written on: 09/06/2015

My recent communications with your office have been completely ignored on ref: R25CGFL Case: 332481 so I am going through the internet company review websites to warn others of the poor service.

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★☆☆☆☆

“Awful Service”

Written on: 18/05/2015 by delse (1 review written)

Thought I would try Collect plus for my Business parcels, what a mistake, Locations seem to constantly change. Thought I found a good location but after sending about 60 parcels over a few months the guy behind the counter started picking and choosing which parcels he would take off me. Wouldn't take boxes and only took small parcels off me even though he had bigger parcels already there. He once said he didn't have room for them even though the area were I normally put the parcels was nearly… Read Full Review

Trustnoone's Response to delse's Review

Written on: 08/06/2015

Same thing happened to me but found Hermes to be a better option as they will collect from your home for an extra 20p

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