Very bad delivery service

UK Mail Group Courier and Delivery www.ukmail.com
★★★★☆
4.1
80.0% of users recommend this
  • Value For Money

CassieDobson's review of UK Mail Group Courier and Delivery www.ukmail.com

“Very bad delivery service”

★☆☆☆☆

written by CassieDobson on 15/02/2017

I would like to make a complain regarding the latest service I having with UK Mail.

I had a parcel from MiewUK with wrong delivery address (17 Lennox Way, Kensington, L72QZ). Once I realized it I inform MiewUK to request a change of delivery address (166 The Reach Apartment, 39 Leeds Street, L32DD) to UK Mail. Meantime I also postponed the delivery day to two days later in order to allow UK Mail have more time to process the change request.

One day before my delivery day I contact MiewUK again to confirm if the delivery address has been changed. MiewUK's staff told me he has called to UK Mail and checked the delivery address is already changed to the right address. Meantime I also checked via UK Mail tracing parcel website with my order number, found that I need to key in the correct postcode L32DD (not previously wrong postcode L72QZ) to trace my parcel. Therefore I assumed UK Mail have updated the address.

So I suppose I will receive my parcel next day (9th Feb Thursday) with the updated delivery address, I took a day off from my work to wait for my parcel. But I got nothing whole day. Traced my parcel through the website again, it said my parcel is still in the depot. I received absolutely nothing, no call, no text, no parcel.

Next day morning (10th Feb Friday), I received a text from UK Mail, said that my parcel will be delivered to me between 12.31pm to 1.31pm. So I had to take another half day off just to wait for my parcel. Then I received a call from the driver, asking me if I am in the PREVIOUSLY WRONG ADDRESS. I replied to him I am not, then he asked me if I am in the right address (166 The Reach Apartment, 39 Leeds Street, L32DD), I said yes.

Then he said he can't deliver my parcel to me because the parcel still labelled the WRONG address. I was upset and questioned why would this happen as the system already shown the updated address. He said he doesn't know and accused me I am the one who key in the wrong address in the first place. I explained to him I already made so many effort to get my delivery address correct, and I don't know what else I could do to avoid this happen. And told him I really need my parcel this weekend as he said he only could deliver the parcel to me on Monday (13th Feb). He said he will contact UK Mail to see what he can do, then I heard nothing from him anymore for the whole day.

I called UK Mail general customer care service later on the same day for seeking help. The lady in the phone told me she had no idea why the label on my parcel hadn't changed. I told her I need the parcel in weekend and ask if UK Mail can redeliver my parcel to me as soon as possible. She said she can reschedule it tomorrow, which is Saturday (11th Feb), I said OK then we ended the conversation.

Next day Saturday (11th Feb) I traced my packet again, it still remained re-scheduling, I called UK Mail again to ask, the lady in the phone this time told me they don't do delivery on Saturday. I only can get my parcel on Monday, I tried to explain yesterday they told me they could do delivery on Saturday but she said this is impossible. I was really upset, I explained the situation to her and I told her I would like to make a complain. She firstly blamed this issue to the sender, which is MiewUK, however I told her I already checked with MiewUK before the delivery day, and the UK Mail system already updated the delivery address. I believe MiewUK had done their part. This is UK Mail's fault as far as I see it. Then she become reluctant to deal with this issue and said I should complain to the depot. I was calling GENERAL CUSTOMER CARE service, if she can't handle a complain, I honestly don't know how a depot can handle a complain. However, I follow her instructions, called the number she gave me, linked to a empty number. Then I called again, she gave me another number, I called the number twice, nobody answers.

  • Value For Money

Was this review helpful? 0 0