SMS (Special Mail Services) Courier Review

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SMS (Special Mail Services) Courier
0.7 stars
Average rating for this product is: 0.7 out of 5

From 2 ratings and 195 reviews

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cheshiredave's Review of SMS (Special Mail Services) Courier

24th Nov 2004

Overall Rating

0.5 stars
  • Value for money
    0.5 stars
Good Points

None


Bad Points

Do not answer phone calls(10 tries)
Automated service does not work effectively.
No staff product knowledge. Wrong info given out.
Impolite phone manner.


General Comments


SMS (Special Mail Services)Courier
My son is at college and lives in Scotland in a large block of flats.
I live in Cheshire.
My son had concert tickets sent to his home (my house in Cheshire) for safety i.e. so that they were not stolen while lying around his block of flats postal reception area (otherwise known as a table).
SMS attempted to deliver when no-one was in the house. They left a card re phoning them to redirect delivery to a place of work.
When I called this helpline 10 times, trying to organise redelivery. Some times they said they would only speak to my son. Then someone else told my wife the opposite. I made countless phone calls to automated services which kept crashing. When I finally got through, SMS's computers were playing up. I could go on forever about them asking for IDs, parcel numbers, addresses and postcodes. Just as I was about to solve the prob, they asked for my SON'S ID e.g. credit card - he is 250 miles away!

How they solved it - well they didn't. I had to call the ticket agency. They got a recall and then just posted the tickets in the mail. How clever of them. Good job the concert date has not passed in all that time.
So I guess it cost my son an extra £4, £5 or more in booking fees and courier charges, just to post a 40p letter.

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Members' Comments oncheshiredave's Review

  • SMSSLANE Rank: Sergeant on 4th Feb 2005

    My name is Stephen Lane, the Contact Centre Director for SMS. I would be happy to investigate the problems you mention and provide a response to you. Please contact me on my company e-mail slane@specialmail.co.uk .
    Many thanks



    Stephen Lane
    SMS Contact Centre Director

  • SMSSLANE Rank: Sergeant on 18th Feb 2005

    Dear David,

    I understand our Customer Concerns team have now investigated the issues raised and have responded to you by letter. Please let me know if I can assist any further.

    Best wishes


    Stephen Lane