City Link reviewed by

4 Reviews

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

City Link Liars

Guaranteed next day delivery due 13th Dec 2013. Phoned at 4:00pm to follow up as estimated delivery time was AM. Waited patiently on the phone ignoring all the messages stating that the website has the latest info (yeah right!) and eventually got through to a call centre operator.

After several calls between myself and the City Link call Centre I was told it would not be delivered as the driver couldn't find the address. This is even though there are only two houses on this street and I was in my office all day overlooking the front of the house where I see all traffic go by (very little as it is very rural). I also see the van go to my only neighbour fairly regularly so unless it was a relief driver I know that the regular driver knows the address. Anyway, the driver was 50 minutes away and had told control he would not return to deliver the item. The call centre also told me that they cannot pass me the telephone number for the City Link depot in Gaerwen, near Bangor as that would be illegal!

After much complaining and insistence that it need to be delivered that evening, I eventually gave up. The options I was given by the City Link control centre were that I could travel the 25+miles to their depot to pick it up by 8pm that evening (which I couldn't by then) or that they would deliver it on Monday. I opted for Monday but I really needed it by 9pm Friday night for an event. If they had told me at midday on Friday that it was not going to be delivered then I could have picked it up.

In the meantime, I complained to Amazon and got a refund of my guaranteed next day delivery charge. I have no complaints about the Amazon side of the operation other than that in the long term they need to consider their courier options more carefully or be more realistic with their objectives if they are putting couriers under too much pressure. On the face of it, Amazons service was excellent.

This morning (Monday) City Link delivered the item, only to be told by the driver (who said himself he knew my address) that the item was not on his van on Friday, otherwise he would have delivered it. He also said there was no reason it could not have been delivered on Saturday which is contrary to what I had been told by the call centre operator.

So the only question is - who at City-Link is the liar?
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