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 196 reviews

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

9th Apr 2005

Overall Rating

3.5 stars
  • Value for money
    3 stars
Good Points

Delivered when they said they would
Staff were helpful on the telephone
Delivery on Saturdays is possible


Bad Points

8am-6pm is quite a long time slot to wait around
No depot to collect from if things go wrong
Automated service needs updating


General Comments

I read these reviews feeling a bit apprehensive that my passport was being delivered via SMS (Special Mail Services) Courier and decided that I would write my own review of my experience with them once I saw how they did in my case.

I apparently live in an area where my signature is required in order to receive my passport. This is annoying and inconvenient, but it's not SMS's fault, nor is it their fault that I wasn't advised in advance that this was the case, nor told that it would be coming by courier requiring signature until I called the Passport Office to check how my application was going and was told it would be delivered by courier the next day - I think the Passport Office should have advised me of this in case I could have hung around to collect it (as it was, I had to go to work!)

SMS attempted delivery on a Wednesday when I was not at home as I was working. I got a slip saying to call them and rearrange delivery. Their automated service was not allowing me to rearrange delivery for a Saturday. Delivery on Saturdays IS possible for certain areas - I had previously been put through to SMS following calls to the Passport Office and was told Saturdays would be possible.

I called the Passport Office who advised me to call SMS and ignore the options at the beginning of the phone call as then I would go through to someone who would pick up and answer my specific query! (I don't think their phone system tells you to hold for assistance, but you can do this).

The guy I spoke to was helpful and rearranged delivery for Saturday, and apologised that the automated service wouldn't accept Saturday delivery and said they needed to update it - they should get onto that!

Well passport has arrived safe and sound here today, as promised. I have been up since 7.50am though just in case they came at 8, as they can only tell you they will be there between 8am and 6pm - it might be better if they could specify 8am-1pm or 1pm-6pm which would give people a chance to plan their days a bit better.

However, the passport was delivered when they said they would deliver it and the staff on the telephone were helpful.

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Members' Comments onunlikelyheroine's Review

  • SMSSLANE Rank: Sergeant on 11th Apr 2005

    Hi

    My name is Stephen Lane, the Contact Centre Director for SMS.

    Many thanks for taking the time to leave a message and the the comments you have made. This is valuable to us and we will include your suggestions in our operational reviews.

    Again many thanks



    Stephen Lane
    SMS Contact Centre Director
    slane@specialmail.co.uk