Not customer oriented & Yodel failed too

Parcel2Go
★☆☆☆☆
1.2
6.0% of users recommend this
  • Value For Money

Guest's review of Parcel2Go

“Not customer oriented and Yodel failed too”

★☆☆☆☆

written by on 28/07/2015

Be warned: Contacting Parcel2Go is nearly impossible. I ordered a Yodel 48hr pick up and delivery service through them. Warning #2: Yodel ONLY pick up is next working day.

Yodel failed to show up - we were in all day - no chance we could have missed it - and the parcel was standing, labelled, on the porch all day so that any courier could have taken it, even if we did not hear the doorbell. Yodel recorded that they had tried to pick up but this is simply untrue. They hadn't reached our property at any time. The Parcel2Go-Yodel set up (I think it is Yodel's really) does not ask for any help in finding your pick-up or delivery addresses. It is possible that this is why they did not find my location. If this is the reason then it is an elementary failure in their process not to ask for additional location information. Their pick up form provides no space to give any helpful location information.

Contacting Parcels2Go was nearly impossible. Web searches on their phone number (not listed on their website anywhere) led to a number that is not answered - I tried 3 times, It took me an hour to discover any way to 'Chat' with P2G using website. Chat is mentioned when you search but P2G for 'Contact' but P2G take great care to avoid letting you know how to access it even when you find it mentioned. It was only when I FINALLY went to the REFUND screen that I finally found a link to Chat. There, the lady was polite but the response she was able to provide was useless.

Instead of offering to pick up my parcel (at their expense) immediately and to expedite the parcel so as to meet the deadline that they had promised in the original order all that P2G were prepared to do was to start the process again at the beginning. I.e. the whole problem was the CUSTOMER'S PROBLEM, not P2G's. This is the wrong response. The right response would be: "Oh! Right, now let's see how we can fulfill the agreement we made with you to delivery within 3 working days, as we originally agreed."

I am now using ParcelForce whose service is much better and avoids the inefficiency and lack of access that the intermediation of Parcel2Go introduces.

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