written by Reallypissedoff2 on 07/09/2016
This is the transcript of my conversation with Parcels2Go today - Unbelievable!
From: LivePerson Web Chat [[email protected]]Sent: 07 September 2016 10:25To: hacked Off CustomerSubject: Transcript of your chatHere is the copy of your recent chat that you requested. General Info Chat start time Sep 7, 2016 4:42:27 AM EST Chat end time Sep 7, 2016 5:25:11 AM EST Duration (actual chatting time) 00:42:43 Operator Supervisor Chat Transcript info: Welcome to Parcel2Go. Someone will be with you shortly info: You are now chatting with info: Please wait while I transfer the chat to 'Customer Support'. info: You are now chatting with ' hacked Off Customer: Hi Customer Support P2G Customer Support: Hello, you are chatting to P2G Customer Support. How can I help you today? P2G Customer Support: Hi hacked Off Customer :) hacked Off Customer: This is with regard to my order hacked Off Customer: This was booked for collection yesterday by TNT and I received confirmation of that from yourselves hacked Off Customer: TNT did not arrive yesterday to collect P2G Customer Support: I am very sorry to hear this. P2G Customer Support: Can you give me a minute or two to look into this for you? hacked Off Customer: I spoke to them this morning and they say that Parcels2Go told them that the collection was for today hacked Off Customer: My customer is very angry that they will not get their parcels today P2G Customer Support: I am very sorry to hear this. P2G Customer Support: Collection date: 06/09/2016 P2G Customer Support: I am very sorry to hear that things did not go to plan with this order, I assure you that episodes of this nature are rare and do not reflect our usual high standard of service. Whilst it may be of little consolation, this matter has been reported to the relevant teams for review and will be passed to the courier in an effort to prevent future recurrence. P2G Customer Support: Could I rebook the roder for today? hacked Off Customer: What I need you to do is to upgrade this to an AM delivery tomorrow without any additional cost to myself hacked Off Customer: Can you do that for me? P2G Customer Support: Can you give me a minute or two to look into this for you? hacked Off Customer: TNT are collecting today but please make sure that you tell them that is for delivery tomorrow MORNING P2G Customer Support: I am sorry hacked Off Customer hacked Off Customer: It is OK providing that you change the delivery to AM P2G Customer Support: I am sorry hacked Off Customer P2G Customer Support: We cannot arrange the delivery on the morning P2G Customer Support: Our services are daily based P2G Customer Support: I can offer you a different service P2G Customer Support: TNT UK 12:00 Express hacked Off Customer: TNT say that they can do an AM delivery if you ask them to P2G Customer Support: But there is a difference to pay hacked Off Customer: Yes, TNT UK 12.00 Express hacked Off Customer: That is between you and TNT hacked Off Customer: it is not my fault hacked Off Customer: Please arange this service and then sort out who pays for it later P2G Customer Support: The difference to pay to change the service is: £18.82 hacked Off Customer: This is customer service we are talking about P2G Customer Support: I amsorry P2G Customer Support: You booked the service Service: TNT UK Express Service P2G Customer Support: Delivery between 9am to 6pm hacked Off Customer: I am your customer and because of a mistake by P2G or TNT my customer is angry P2G Customer Support: you are asking now for a different service P2G Customer Support: I am sorry to tell P2G Customer Support: I cannot rebook the new service without paying the difference hacked Off Customer: YES I AM!! Because you did not provide the service that I booked! hacked Off Customer: I booked for same day collection and next day delivery hacked Off Customer: You did no provide that so just rearrange the delivery on the 12.00 Express service for tomorrow! P2G Customer Support: It is correct P2G Customer Support: But the delivery is from 9am to 6pm on the TNT UK Express Service hacked Off Customer: Do you want me to be a happy customer? P2G Customer Support: I cannot re-arrange the delivery in the morning , changing the service without paying the difference P2G Customer Support: Sorry fort hat hacked Off Customer: Please pass me on to a supervisor that can understand what customer service means P2G Customer Support: i can rebook the order TNT UK Express Service hacked Off Customer: NO!!! TNT are already collectng today! hacked Off Customer: Please transfer this to your manager P2G Customer Support: I have rebooked the order for today P2G Customer Support: Service: TNT UK Express Service P2G Customer Support: Collection date: 07/09/2016 hacked Off Customer: It is already being collected today! I need you to change the service to the AM delivery because you have let me down. P2G Customer Support: As I said above P2G Customer Support: To change the service to: TNT UK 12.00 Express hacked Off Customer: You don't get this do you? P2G Customer Support: You will need to pay £18.82 hacked Off Customer: Please pass this conversation upwards to your manager P2G Customer Support: Of course P2G Customer Support: One moment, pelase hacked Off Customer: Can you not understand that P2G have failed to provide the service that I ordered and so I am asking you to make a gesture to compensate me for your failure by upgrading the delivery to a morning delivery. P2G Customer Support: I have provided you all the info, hacked Off Customer P2G Customer Support: I am passing you over the supervisor P2G Customer Support: One moment, please hacked Off Customer: Is anyone still there? P2G Customer Support: One moment, please P2G Customer Support: I am waiting for the supervisor P2G Customer Support: I am just going to transfer you to my colleague, who will be able to help you further. One moment please. hacked Off Customer: Thank you info: Please wait while I transfer the chat to 'Supervisor LOL'. info: You are now chatting with 'Supervisor LOL' hacked Off Customer: Hi Supervisor LOL Supervisor LOL: Hi hacked Off Customer Supervisor LOL: I'm sorry to hear that you're unhappy with the service provided thus far. Please could you allow me a minute or two to look into the chat? hacked Off Customer: Can you see the conversation above? Supervisor LOL: I can hacked Off Customer, I won't be long. Supervisor LOL: I am very sorry for all the trouble here hacked Off Customer. I can confirm your parcel is booked in for collection today. As my colleague has stated I assure you that episodes of this nature are rare and do not reflect our usual high standard of service. I am afraid if you want to upgrade the service you will need to pay the difference. hacked Off Customer: Why? hacked Off Customer: This is your fault! hacked Off Customer: Why would I pay extra? hacked Off Customer: I paid for a delivery today Supervisor LOL: The service is not guaranteed, I am afraid there is a chance the courier can fail. I am sorry. hacked Off Customer: You failed to provide that hacked Off Customer: That is not good enough Supervisor LOL: Parcel delivery within 1-2 working days throughout most of UK's mainland. Collection and Delivery are not guaranteed but currently enjoy a very high success rate. Supervisor LOL: Collections are between 9am – 5.30pm. Supervisor LOL: Same day collection available until noon (Monday to Friday). hacked Off Customer: For £18.00 you can make me feel good about P2G hacked Off Customer: Why would you not to that? Supervisor LOL: I am afraid we won't upgrade your order hacked Off Customer. Supervisor LOL: I am sorry. Supervisor LOL: Is there anything else I can help you with? hacked Off Customer: Then I will email this to the forum so other people can see the conversation info: Your chat transcript will be sent to [email protected] at the end of your chat. Supervisor LOL: I am very sorry to hear this. hacked Off Customer: I am astonished that you will not admit your mistake and easily fix it for a few pounds hacked Off Customer: You could have been a hero Supervisor LOL! Supervisor LOL: We won't upgrade the order on a non guaranteed service hacked Off Customer. I am very sorry the courier has failed and the parcel is due to be collected today. hacked Off Customer: Instead of which you have just lost P2G a whole load of money Supervisor LOL: If you want an upgraded service you will need to pay for that I am afraid. Supervisor LOL: If you don't want to wait for collection, I can see where the nearest depot is to you and you can drop it off? hacked Off Customer: Seems like the wrong decision Supervisor LOL but then again, I am just the customer Supervisor LOL: I am sorry hacked Off Customer. Can I assist you with anything else today? hacked Off Customer: Nope - you have ruined my day aleady! hacked Off Customer: Thanks and goodbye Supervisor LOL: Many thanks for contacting Parcel2go.com Online. The chat will automatically close in 60 seconds unless you have another question. If there's anything else we can do for you in the future please do not hesitate to come back to us.
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Parcel2Go.com's Response to Reallypissedoff2's Review
Written on: 13/10/2016
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.
If you could provide your parcel reference number (beginning with ‘P2G’), I’d be more than happy to contact [courier name where possible] for you to find out the current status of your parcel. You can email me with your P2G number.
Dianne Fisher
Parcel2Go Customer Services