CitySprint www.citysprint.co.uk

CitySprint www.citysprint.co.uk
★★☆☆☆
1.6
14.0% of users recommend this
  • Value For Money

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Latest Reviews

“Only some of the delivery collected”

★☆☆☆☆

written by TheFeathertron on 16/10/2023

Made a booking for collection & delivery and they didn't collect everything. Then they tried to charge me a second booking fee to go back and get the stuff they left behind. I had to pay for another courier courier to do the job properly. Registered a complaint and i'm still waiting for a manager to call me back to discuss it. I won't be using them and i would urge anyone else not to use them either. You deserve a better service.

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“Unreliable ”

★☆☆☆☆

written by Jenkinsox373 on 30/09/2023

Every time city sprint are my courier it is 5 minutes away then there is a problem. No contact just disappears. Suddenly no tracking. Go to seller, there is a problem but don't know what it is. I know it is city sprint

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“Said package signed for and delivered but it wasn't”

★☆☆☆☆

written by AndersonNunez403 on 19/05/2022

Got a text to say my package had been delivered and signed for but it had not - judging by these reviews the couriers are bad and it's the norm that packages go missing. Can't believe ASOS are using this awful company.

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“Lost 3 parcels worth £1K+ but won't pay out”

★☆☆☆☆

written by Victoria_Vic on 28/10/2021

Absolute joke of a company. They failed to deliver parcels worth £1,100 for my small business and are refusing to pay the insurance because "they're driver says he delivered them" even though my customer says they weren't delivered and there is no signature of photo to prove they were delivered.

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“Non delivery and poor communication”

★☆☆☆☆

written by Jovanni397 on 31/10/2020

Promised delivery before 1300. At 1400 tried to find out where it was. No response. Rang the supplier and was advised it was a bit late. Received a text with a link to the van. Waited in until 20:00 van drove all over the place and then parked up in Bristol. No communication about delay and rescheduling. A very poor service and wouldn't recommend it to anyone else.

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“Used their same day courier service. Driver arrives...”

★☆☆☆☆

written by on 03/08/2020

Used their same day courier service. Driver arrives on time to collect. Item handed to them immediately at door. CitySprint own systems show arrival at 10:36 and collection at 10:38. Driver arrives at delivery at 12:44 and items shown delivered at 12:48 - again times are from CitySprint own tracking systems. Surprised to find extra charge on charge 2 days later for £7 for "waiting time". Driver has claimed for 6 minutes waiting time on collection and 8 minutes waiting time at delivery, despite true "waiting" time being far less. The 14 minutes waiting charged puts waiting time over a threshold (i believe 11 minutes) so all waiting time is then charged - hence the additional fee. Raised concerns of possible fraud with their customer team and got a generic "we're refunding you" email. No concern at all that driver was able to charge for additional non-existent waiting time, or that billing systems permitted them to do so when official timings showed otherwise. To clarify i have no issues with there being charges for excess waiting time. My problem here is that the driver falsely claimed waiting time that didn't exist, and the company don't seem to care. Delivery itself was fine but serious concerns regarding billing practices. Would suggest do not use them, but if you do be extra vigilent for charges after the event and make sure to make note of all timings and take screenshots of all tracking events from their tracking page. If you've previously been charged for waiting time then go into the app and check all the job timings to make sure you haven't also been charged falsely.

Anthonyx's Comment

Written on: 31/01/2022

No comment for now

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“Rude Delivery Drivers”

★★☆☆☆

written by DanWill on 20/07/2020

Perhaps your delivery drivers could receive some customer service training, or at least a frequent refresher. Passive aggressive comments from one of your delivery team isn’t appreciated and this definitely doesn’t make me want to recommend your company to friends and family.

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“Very poor communication”

★☆☆☆☆

written by Libertyw66 on 11/11/2017

Very poor communication, took 4 hours to collect and didn't update me until I chased them. Seem to not understand that if 'same-day' delivery ends up being past the end of a business day shoved through a letter box it may as well have been next-day.

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“Rude telephone staff, very poor management ”

★☆☆☆☆

written by Matieu on 31/10/2017

Unfortunately, you only manage to cover your costs,They treat you badly Most paid jobs only cover your patrol,Long hours long drives sitting in traffic ,wait around for ages for next job,less than minium wage.long days, often moody and aggressive over the phone when they haven't explained the full procedures to you .

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“Over promised, under delivered”

★☆☆☆☆

written by on 15/07/2017

Text received from CitySprint the day before expected delivery stating items would be delivered 0800-1300 on the scheduled day. Second text confirming this was received on the delivery day, this was reassuring as I had arranged my day based on the original text information. Having waited the five hours, at 1330 I telephoned the CitySprint office (no mean feat as it is extremely difficult to locate a number). I was told the driver was 'running behind and delivery would be at 1430, I asked why this information could not have been shared but was told that drivers are driving, therefore, they can not make calls. What a load of tosh, there are ample opportunities to make calls between drops. The driver eventually arrived at 1450 and unnecessarily parked his van across the footpath obstructing it completely. He was rude and aggressive and did not want to move the items any further than dumping them out of his van door. No apology for wasting my day. Totally unprofessional throughout.

Was this review helpful? 2 0

“The worst company!! Avoid at all costs”

★☆☆☆☆

written by on 23/06/2017

Don't use them at any cost!!! The worst! Driver came late. Didn't pick up the package. I got an email saying package was delivered. They never picked it up! No refund!

Joldfield99's Comment

Written on: 27/06/2017

Good Afternoon,

I am so sorry to read of your recent experience with us. This by no means is a fair reflection of the standard of service we are committed to providing. If you could please contact us with some further details, ideally a booking reference and we can ensure this is fully investigated and where possible corrective measures are taken.

Please contact us via the website or alternatively call us and I can assure you this matter will be dealt with.

We look forward to hearing from you

CitySprint Care Team



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“Abusive and aggressive driver”

★☆☆☆☆

written by nct1982 on 12/01/2017

I was absolutely apauled by the behaviour of one of your drivers today outside Great Ormand Street Hospital, where he was delivering too. I was attending the hospital with my disabled son. My pram fell out of my boot and knocked the wheel of the drivers parked moped, causing no damage whatsoever. The driver was very aggressive towards me in front of my son and when I said I would be reporting him he hid the company name on his coat. He would not tell me who he worked for and became increasingly aggressive. I said I would report him to the hospital security and when I tried to photograph his vehicle reg he came at me and tried to knock my phone out of my hand. Security came out to assist and he continued to shout at them and would not tell them where he worked either. They made him leave the premises. Luckily this was all on the hospital CCTV which has now been reviewed and head of security are going to report this incident today. I was left in tears and my child was frightened, which is a disgrace as he regularly attends this hospital.

Joldfield99's Response to nct1982's Review

Written on: 13/01/2017

We cannot apologise enough for this incident and can assure you this will be fully investigated. We will contact security and obtain the vehicle registration number and speak with the courier concerned. This type of behaviour will not be tolerated.

We are so very sorry that yourself and your son were involved in this incident, and we would like to thank you for bringing this to our attention.

Please be assured we take matters like this very seriously and this is by no means acceptable behaviour or a fair representation of any of our couriers.

CitySprint Customer Care Team


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“Fantastic delivery speed ”

★★★★★

written by BrendanPatterson2 on 18/07/2016

Today my sons pump broke and after speaking to abbot hospital to home I was informed that I would receive the pump in up to 6 hours . I was delighted that the pump took just 1and a half hours to be delivered . This service was also provided very late I called abbot at 6pm and the pump was with my at 7:30pm , Thank you city sprint for getting me my replacement pump so swiftly . My son depends on this piece of equiptment and I am very grateful to you for getting to to me so fast . I would recommend your services to anyone who wants a job done fast and professionally .

Was this review helpful? 0 1

“Wouldn't trust with time-sensitive medical deliveries”

★☆☆☆☆

written by 89Schofield on 01/02/2016

Contacted CitySprint Healthcare division 10 days ago to get a price for an emergency international delivery of medication to a sick relative after a UK-based doctor prescribed it for her. It's taken that long for them to realise that they cannot offer their services if the medication is in liquid form. This is after them asking for the same information they already had in emails over and over again (the address three times, as they don't seem to understand different countries can organise their postal systems differently) and the weight two times, all of which delayed me getting just the price to see whether it was feasible or not. While there were time constraints. Then their service partner displayed a basic lack of knowledge of clearing medical goods through customs in the recipient country (which could be discovered with one easy phone call to customs) asking for a licence to clear customs despite it being a non-commercial delivery, not goods imported. Granted, it was not a run-of-the-mill delivery to a patient somewhere in London, but if you claim to handle "all aspects of worldwide clinical trial transport and shipping protocols" then people can be forgiven for thinking you might have some familiarity with transporting medical supplies internationally. It certainly shouldn't take a week to realise what your company can or can't do, or how to do it. Will jump on a plane this week myself, less hassle.

Was this review helpful? 1 0

“CitySprint are worthless.”

★☆☆☆☆

written by Percilitor on 26/01/2016

We hired Citysprint for a film project we were working on for three pick ups and deliveries. First day the driver was 50 minutes late, no explanation was offered. When raising the issue with them, they tell us that they don't refund you unless they are over 1 hour and 45 minutes late (!). Second day, they sent us a driver with back problems, which wasn't very helpful to say the least. Third day the van arrives, already filled to the brim with another delivery, so couldn't take our heavy lights and bulky boxes. Turns out you have to PAY EXTRA for them to guarantee that the van you've ordered is empty. They then sent us another van, which also had another delivery in it, but was small enough to fit our equipment in there along with it. However, by the time it all arrived at the equipment hire company, it was three hours late, due to the delay, and we had to pay for an additional day's hire. Appalling terms and conditions. Wasted a lot of our money and time. Absolutely worthless.

Nigel977's Response to Percilitor's Review

Written on: 27/01/2016

Why did you use them? Was it because they were 'cheap' and only pay the driver 52p per mile? In which case it's your own stupid fault.

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Percilitor's reply to Nigel977's Comment

Written on: 27/01/2016

We used them because they were actually recommended to us and we needed the logistics to be sorted out asap. And to be honest, they're not exactly cheap for the abysmal service they offer.

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Debbietelford's Response to Percilitor's Review

Written on: 27/01/2016

Hi

I am so sorry for the service experienced during your booking.

Can you forward your contact details to us and we will investigate your complaint.

Kind Regards
Debbie Telford

Reply to this comment

Percilitor's reply to Debbietelford's Comment

Written on: 27/01/2016

Hi,

the complaint was already investigated on the day by the people in the call center. No compensation was offered as this sort of service is apparently well within the company's terms and conditions.

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Citysprintcustomercare's reply to Percilitor's Comment

Written on: 03/02/2016

Hello

I am happy to review the details of the booking for you. Please email the job number(s) to us for the attention of Nick.

Thank you

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Was this review helpful? 3 0

“Awful and unreliable service ”

★☆☆☆☆

written by ipHouston335 on 21/11/2015

Called up several times and they kept changing the time of delivery. in the end I had to cancel the booking. Noone knew what was going on. Would not use again.

Was this review helpful? -1 0

“Dreadful service”

★☆☆☆☆

written by Englishzl1955 on 28/03/2015

CitySprint lost my driving licence, and the process to seek compensation is proving to be very painful. I'm still waiting for the cost of a new licence to be reimbursed, and no chance of compensation for the effort & trouble caused. Do not use this firm.

Was this review helpful? 2 0

“Dangerous driving 01.03.15”

★★★☆☆

written by on 03/03/2015

I haven't used your service, but thought it wS right for u to know about your driver! Absolute disgrace how these drivers on the road drive up your ass on the motor way in and out lanes!! AV14 CVH was an absolute disgrace on the motorway today - very dangerous driving, did not feel safe At all with my child in the car! Over the speeding limit and was constantly right behind me on a 40mph road.

Debbietelford's Comment

Written on: 03/03/2015

Hi

I am sorry that you have had a bad experience this morning. This incident will be investigated and the courier interviewed.

Please forward your contact details and I will contact you directly.

Kind Regards

Debbie Telford
Customer Care Manager

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Was this review helpful? 3 0

“Bad customer service and delivery”

★☆☆☆☆

written by on 16/01/2015

Firstly they could not find the delivery address. Apparently the driver could not find it. Then I called the depot to see if it was possible to re-deliver (because the address is very easy to find.) They told me they would book a same day courier in order to fulfill the delivery. The driver should have been there by 4.00. At 5.00 I CALL them (no news form CitySprint) and they could not locate the parcel. After 1hour of conversation I found out thy were to busy today to fuulfill the promise made by a supervisor that te delivery will be made today. Moreover the customer service would not helped, I got shouted at on the phone for a mistake they made! Then the transport manager was even RUDER and HANG up on me! After a lots of waiting time with the mesage saying:" our values are flexibility, reliability, trust, efficiency..." I would not trust them and I would not recommend them as you might get your head bitten off by someone from their customer service. I was appaled by the treatment I got and I would NOT USE their service at all!

Debbietelford's Comment

Written on: 19/01/2015


I am sorry to here that you were disappointed with the service during your delivery. Please email your consignment number to us and I will investigate this incident and respond back to you directly.


Kind Regards
Debbie Telford
Customer Care Manager

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Was this review helpful? 2 0

“Waste of time & Money!”

★☆☆☆☆

written by SaniyahHumphries on 15/01/2015

Booked an overnight delivery on December 4th 2014 which in the end took 4 days to finally reach the client. We had to re-make the item at great expense and used another company. Our replacement package was delivered BEFORE the original one. After hours on the phone to CitySprint and to this day further email correspondence, they still refuse to retract the invoice. Their excuse was that Christmas is a busy time of year and that overnight courier services don't actually mean overnight...! Huh??? I thought their business is delivering packages - oh sorry ! My mistake!

Debbietelford's Comment

Written on: 16/01/2015

Hi

I am so sorry to hear that you were disappointed with the service during your overnight delivery. Please email your consignment number to us and I will investigate this incident and respond back to you directly.

Kind Regards
Debbie Telford
Customer Care Manager

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Hc1234's Comment

Written on: 19/01/2015

ref is as follows: CONSIGNMENT 4576952

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Debbietelford's Comment

Written on: 19/01/2015


Hi

Thank you for contact us again , I will investigate this incident and respond to you promptly.

Kind Regards
Debbie Telford
Customer Care Manager

Reply to this comment

Debbietelford's Comment

Written on: 21/01/2015

Hi

Thank you for your patience while I investigated your complaint. Please contact us and I will update you with the results of my investigations.

Kind Regards
Debbie Telford
Customer Care Manager

Reply to this comment

Hc1234's Comment

Written on: 21/01/2015

please can you send me your email address?

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Hc1234's Comment

Written on: 21/01/2015

As of today we have accepted a solution from personnel concerned at CitySprint.
Thank you

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