I ordered a pair of shoes from John Lewis, who sadly chose to use Citilink for delivery. Citilink lost the delivery. According to their tracking website, I can still expect delivery on Monday 4th November (two days ago).
I contaced John Lewis yesterday re the missing shoes. They were very apologetic and immediately dispacthed a replacement pair with guaranteed delivery before 10:30 AM today (Wednesday). Sadly again, they chose to use Citilink. Citilink have wrongly identified this as a standard delivery in their system rather than guaranteed before 10:30 AM. Their tracking website says I can expect them between 9:19 AM and 11:19 AM today. It is now after 1:30 PM and there is still no sign of the shoes. It is a good thing I work from home or I would have wasted two days waiting for a delivery that has never arrived.
I used Citilink's email form to register a complaint on Monday evening, but apart from the auto-acknowledgement, I have had not response. I raised a formal complaint with John Lewis about Citilink's abject failure to perfom, and I hope thier management see sense and change to a new delivery provider ASAP.
Whoever you choose to do your deliveries, for you and your customer's sake PLEASE DO NOT CHOOSE CITILINK!!!
I booked a parcel out with this outfit for collection today Nov 4th.
We send over 1000 units out every year and usually use Collect Plus or UPS.
Must confess a bit suprised when they failed to turn up.
No call, not message, nothing!
Certainly won't be wasting our time on them again.
Two parcels waiting for collection by front door. Waited in all day. Missed collection email arrived late afternoon. At the time the driver supposedly knocked Iwas painting my lower bit of stairs with front door open. Maybe they've invented an invisibility cloke? Incredibly rude customer service who told me it was my fault. Won't be using again after this collection.
Look at their customer service email :
From: Hatfield Customer Care [mail to: firstname.lastname@example.org]
Sent: 04 November 2013 09:41
Subject: RE: Tracking ID : xxx
Please could you give me a description of the goods as this is showing as missing. I will need to start searches.
From: Hatfield Customer Care [mailto :email@example.com]
Sent: 04 November 2013 09:53
Many apologies but the depot has advised the goods have not been located. I have looked in our lost property but unfortunately they are not there.
I would now have to advise you to make a claim by e-mailing firstname.lastname@example.org.
Sorry for the inconvenience this has caused.
Now the funniest thing is that this parcel has been delivered this morning, so that means there is no communication between their own custome rcare and their own warehouse.
Last thing there is no one to call and response, our accounts manager at city link does not pick the phone so all numbers are wrong , we wanted to discuss more about possibility of using them for our European parcels... but unfortunately no one to discuss do not know HOW THIS Big organisation Runs
I ordered this service through Parcelmonkey, paying for next day service to dispatch a large mirror, accepting the terms and conditions that such things would not be covered for damage. Packaging it very carefully, protecting the glass with cardboard, several layers of bubblewrap and polythene, I was content that the mirror would be safe if the parcel was treated with respect.
Citylink failed to deliver the package, and failed to contact me with any information about the delay. only when the buyer notified me a week alter that the mirror had not appeared did I manage to track it down (they'd reassigned a different tracking number and made no effort to tell me so) Apparently the item had been damaged and was being returned.
It took several days for them to actually return the item to me, despite assurances it would be done that day. I expected an unfortunate accident to have somehow broken the glass.
Instead, when I get the parcel, it is clear it has been abused and handled with incompetence. There are holes and tears in the packaging, the glass is in bits, the solid wood frame is scuffed and chipped. it looks like its fallen off the van and been run over.
I am disgusted, and shall be issuing complaints through all possible channels. Avoid city link at all costs. They are truly abysmal and fail to provide the service they offer.
I would like to give you feedback re my experience with city link re a package delivery. They tried to deliver 7/9/13, and left a calling card giving me an opportunity to state a day that I would prefer they deliver - to be done in a given timescale or they would redeliver the next day. I contacted the automated voice system, requesting a delivery for a day I wouldn't be working - and did this well within the timescale offered. Despite this, city link attempted delivery the next day - and didn't deliver the date requested. Having waited in for hours for the delivery I contacted them to assertain he problem. They mearly stated that the seller had requested the item be returned to them - as unable to deliver!!f. I am really cross at City Link - it isn't the first time that they have not followed their own proceedures regarding requests for specific delivery dates, which wastes everyone's time. Totally unreliable and rubbish customer service.
Very disappointed that companies like M&S still use them. How much time and money must be spent clearing up after these liars called delivery men? Driver apparently left two calling cards. Liar. And not the first time. I never shop anywhere if I know they use CityLink.
In a nutshell:
-Given a ten hour plus window.
-Called during this time to see where my parcel was to their customer service team (That's a joke right?).
-After three calls all telling me it was on it's way and would be delivered they stopped answering.
-The next day they claimed they had attempted delivery and it had been refused the previous day before the calls were made by me.
-I queried this and they hung up.
-I contacted them again to complain and a different excuse this time a possible IT issue.
-I asked to speak to a manager was told he'll tell you the same thing I will there's nothing they'll do for you.
In addition there were various calls to the seller and Citylink.
In summary they were at best disingenuous and at worst out right lying to me on nearly every aspect.
It would seem they have no visibility of their own business or it's functions and claim no ownership or overall responsibility at any level?
If they do not deliver today I shall cancel the order and ask for a full refund from the seller.
I will not be using them as my out going courier for my business and will no longer buy any products from suppliers who use them as theirs. I'd urge others to do the same until we get the service we deserve.
They should be ashamed to operate a business in this manner.
this company is a complete joke, they give you a day and they dont turn up, i then rang the office and the man, shaun, was very rude and said that it is not the company's fault my package has not been delivered! just a note that it is my childs car seat which is a bit of a necessity, and then told i have to again wait all day for them to deliver tomorrow. Also just a note they lie when they say between 7.30 and 5.30 as the man on the phone said it will be up to six thirty. i do not have all day to wait for parcels i am a mother and a student nurse (not a lot of time on my hands) This sort of service just isnt acceptable, the rudeness of the staff and the lack of consideration of people waiting inside all day for a package that doesn't even turn up! I for one will try to never use there service again
Zeebedie found this review useful
Ordered a desk from a supplier a couple of weeks ago for next day delivery. City Link eventually turned up at 6.35 - with ONE box of two. The driver thought his mate had delivered the other box but I said no, so he claimed he would call the depot. I'm guessing that was lie number 1.
I phoned the supplier and he chased City Link who said the remaining box would be delivered on the Thursday (a day late). Nothing turned up. I had to call the supplier again and insist on a Saturday delivery at City Link's expense. It eventually arrived three days late.
I was expecting a parcel today between 11.59 - 13.59. I thought that would be optimistic if they couldn't even deliver a next day. I waited in all day as I had told the supplier there would have been no one here on the previous Friday and if possible, to delay shipment for delivery today, Monday. It got to 7.00pm and nothing so I checked the web site. I was amazed to see that they had supposedly attempted delivery at 6.07 !!!! Odd that they had done that and left no card.
This company is a total joke. I don't understand how they are still in business with the service (and I use the term loosely) they offer.
From here on in, I will ask who companies use for their courier and if this is the service, I will gp elsewhere.
Citylink are horrific. They didn't attempt to deliver saying "address is incomplete" when 6 other couriers have no problem. Type it into your GPS, look at a map, type it into google, THERE IS NOTHING WRONG.
Told to call the courier. Oh look they close at midday on a Saturday so I can't even tell them to actually deliver LOL.
Order sent back for a refund. Hope you go bankrupt (again).
CityLink failed to deliver a parcel twice, updating their online tracking with a note to say that they'd attempted delivery but got no response, and that they'd left a card. I'd waited at home for them both days in view of the front door, no driver had made any attempt to deliver.
I raised a complaint on their website and it was closed 2 days later with a note saying that they'd resolved the complaint by emailing me, but they hadn't contacted me at all! Completely unacceptable.
lost my parcel , which i needed for last week to do a job , no answer when ringing their "help line" , do not use them .
By far the most incompetent carrier I have ever used. Booked collection but they failed to collect. Re booked, still no show. Tried to phone but constantly engaged. Registered an official claim online. Still no response. The FIRST and most definately THE LAST time I will use this bunch of idiots. Going to have to rebook with another carrier now at my expense.
After 3 alleged delivery attempts I had to go pick up the package. I was actually on the phone to customer services whilst a delivery attempt was apparently happening! Maybe some packages get delivered but it seems that the ones that don't they claim to have at least tried and just make up a time. When I spoke to customer services they told me they had not left a card in my flat "for security reasons"! Ridiculous.
hello, I've just ordered a parcel to be delivered to the west midlands from london. I encountered a bit of a problem when I realised i needed to print the label as i don't have a printer. thank goodness for live chat as i was able to 'speak' to Catherine Corless. she kindly advised me what to do with my query. She was really nice and able to deal with my query straight away. Thank you. my son uses your services and now you have another customer happy with your service. thank you very much
City Link is the worst company I have ever used. They don't turn up and goods you send don't arrive on a next day service. If you are lucky goods will arrive 2 -3 days later. Drivers don't give a damn customer service hangs up on you. A real cowboy outfit. It would be good to take the vans away and give them horses then we would know that we are dealing with cowboys. I would love to meet with the management clowns. Ha ha the driver just also told us that he could not come to us because he was asleep ha ha I cant believe it. Well done city Link.
I paid for a Saturday am delivery as we are at work during the weekday. Sat waiting for the delivery (could have gone to Yorkshire for the weekend) then decided while I was waiting (10.30am) to check my emails. Surprise surprise no delivery would be coming.
Rang them to change delivery address to my work place but cannot be don e. I would need to ring Asda to change it. Why should I have to waste my time and phone call costs when they have not delivered delivered the goods as paid for. I will notbuy anything else who use City Link to deliver so Asda bear this in mind.
Christine Walmsley ps Had to tick stars before it would let me post.
City Link may be 'fine' as a courier company if everything goes to plan, but as soon as something goes wrong, the whole thing comes grinding to a halt.
An amazon parcel to be delivered to me was miss-sorted, and sent to the wrong depot (ironically closer than the correct one). This made it impossible for them to make the pre-1pm Friday delivery.
On contacting both companies, I was reassured that they would deliver the parcel on the Saturday, before midday. I was called by advisors at both companies to confirm that this was happening.
When I contacted them on Saturday to check, I discovered that nothing had happened, the parcel was still at the wrong depot, and there was no way they would be delivering it that day. I was guaranteed that it would be delivered on the Monday, and that it was marked as a priority delivery, so the sorting depot would add it to the start of the route - so I would get it as soon as I possibly could.
When I rang on the Monday, it was still at the wrong depot.
There is nothing they are able to do to get it to me. No explanation of the repeated lies, no apology..
Like I said, when everything goes to plan, City Link work, but as soon as something goes wrong, their incompetence is glaringly apparent.
If you have the option, and your parcel is at all important I would strongly recommend avoiding them - absolutely disgraceful, farcical 'service'.
Ordered a pushchair over £300 worth from mothercare back in march. Was told it would be delivered 2 weeks before due date which was the 25th september. Unfortunately we had to go out and the ridiculous time slot of 7.30 am - 5.30 pm is a little unreasonable when you have a school run to do and other things. On mothercare website it says they can leave parcel with a neighbour so we left a note on door stating which neighbour and two contact numbers. Nobody phoned, card was left and nobody bothered tospeak to neighbour who waited in for us. On the card it says they can leave with neighbour but driver wrote not allowed to leave! Ring them and get told the office have to have our consent to give drivers before leaving with anyone else they can. We say well no leave it with who we say as not all neighbours are trustworthy. They agree to leave it with our neighbour next day, don't even bother entering building and just say they attempted delivery and left card. No card at all!!!! Third time redelivery today, if this fails whilst I'm in as I've read happens with these idiots they can stick it where the sun don't shine!!!
They must obviously falsify their online tracking history as it says the driver has attempted delivery on two consecutive days and left a card each time.
I was at home both times, essentially waiting by the door the second time and there was no knock, let alone a card on either of the days.
Been on the phone to their customer service and they were incredibly rude, suggesting that I should have listened more carefully!! Which doesn't explain the absence of the card either. Absolutely outrageous! And I'm still waiting for my delivery (third day).
Get a grip city link...this is pitiful.
Isabella Kelly Wright Strange found this review useful
Well, my first time using City Link has been an absolute farce. I had a brand new flat pack cabinet collected from an eBay seller and delivered to myself. The box was in perfect condition upon collection (photographic evidence), upon delivery it was missing the side of the box and of course 3 of the edges of my cabinet now are bashed in - plastic feet are broken and a tube of PVA glue has exploded and covered all panels.
I wouldn't even trust this company to deliver a pizza.
I ordered a TV from Amazon. City Link claimed they had tried to deliver it on Tuesday 17 September. Failed even though I was in for most of the day and neighbours had been alerted for after I went out.
Booked for re-delivery on Monday 23 September. No delivery. Call "customer services" (one uses the term advisedly) and am told that it hasn't gone out.
Receive a call today telling me that item wasn't logged back in after the first (Tuesday 17th) attempt and has gone missing.
They falsify records for delivery attempts, the fail to deliver, the fail to return calls, they all round lie.
Absolutely useless. The most inept company I have ever dealt with.
Isabella Kelly Wright Strange found this review useful
City link are shocking !!! Drivers not given enough time between drops so they just take your parcel back to depot and on tracking give the excuse as address incomplete. 2 other delivery firms ( UPS & Interlink ) managed to find us the past few days with the postcode, even delivered next day even though we did not book the next day service. They are the ones that are 1st class!!! City Link then lie to the customer saying they did try to phone , surprise surprise as we have a caller display on phone, no calls from them !!!!. We lost 3 days work due to waiting in even when promised after 3rd day we would get it before 12noon. Yet again another company we will not use as they use City Link to deliver this was reply we got when we asked for compensation as not only loss of wages but family had to do a 293mile round trip to take our daughter to an orthidontist appointment and it was parts for our car: Thank you for contacting us about a delivery that you did not receive.
It is very rare that a delivery fails, and I am extremely sorry that your goods did not arrive. However, City Link does not pay compensation in such circumstances and it may help if I explain why.
This kind of compensation, called a consequential loss payment, is only due if there is a direct contractual link between the parties. This means that City Link is not liable in law because our contract is with the sender, not directly with you.
I realise that this may disappoint you and I am sorry that I can’t be of more immediate help. If you still wish to claim, you can contact the sender and they may be able to make a claim against us on your behalf.
I will now close this case. However, if there’s anything else I can help you with, please do contact me. I would like to apologise once again, on behalf of City Link, for any inconvenience caused.
Thank you again for writing to us.
They wont be helping us with anything in future that is for sure and hopefully the more companies that do stop using them the better
YOU SHOULDNOT USE THIS SOCALLED COMPANY BECAUSE THY ARE AT BEST A AMATEURISH/ IGNORANT/ IMPERFECT COMPANY I HAVE EVER KNOW .WHEN THEY DECIDE TO GET ROUND TO DELIVER YOUR PARCEL AND THEN DELIVER TO THE WRONG HOUSE NUMBER .THEY SAY DRIVERS WILL LEAVE A CARD BUT NO WAY DO THEY DO THIS I HAVE HAD IN THE LAST MONTH 18 DELIVERYS BY OTHER DELIVERY FIRMS AND THEY SEEM TO BE ABLE TO GET THE ITEMS TO YOU ON OR BEFORE THE SAID DATE OF DELIVERY .CITYLINK IF I HAD TO GIVE THEM A MARK IT WOULD BE A MINUS SCORE?!!!!........
I placed an order yesterday with John Lewis and forked out £9.95 extra to have it delivered the next day by 10.30am (going away on holiday in a moment). Today comes along and come 10.30 I have no delivery. Only at 2.15 did the guy arrive and even then it was a third of the order. I tried to explain to him that this wasn't everything and that he should be able to find out where the rest was. I intentionally wasn't signing for the delivery until I got an answer. He refused to do so and kept on pointing out that he was in a rush. I clarified that by my signing I was signing for just what had been delivered and not the rest and he confirmed this.
When I log onto City Links website the second (currently lost) order was supposedly attempted as a delivery this morning (rubbish) and that a delivery card was posted (again, not true).
Having now spoken to John Lewis they have found out that City Link now have no idea where the parcel or ever has been. It has disappeared completely. (So how could it every have been supposedly delivered this morning?!?!).
All really annoying. John Lewis have been good and have refunded me the £9.95 delivery fee, arranged all the missing items to be resent, arranged a new delivery date that works for me (when I get back) and have told me to call them back once the delivery has come to receive some financial compensation.
I bought a fragrance from amazon .paid extra money for delivery to get it Monday .Tuesday now .the driver put two notices through the door saying he has been twice at 9.30 .so I have to collect from depot now a ,hour and a half away .no way so I phoned up to say the driver put two notices through the door .then the woman phoned up the driver and he said he came yesterday n today .and as I was waiting on the phone .I could hear another complaint in the backround .what a terrible terrible company .never had problems before .I think amazon should get rid of this terrible company asap
Quite surprised with the reviews of CITY LINK. I have used them several times and they have always delivered next day with a signature. I only really use them for my most expensive items as they are a little more expensive than the other couriers as they would set me back £9.54, however the others are £4.25 - £6 thus if they were a little more competitive I would always use them.
However great service hence the 5 star rating.
The driver posted a sorry we missed you letter and failed to fill in any details, so I took a 30 minute drive to the depot. The man on reception informed me that it was registered as delivered, although I had no parcel. tried to call driver but he wouldn't answer his phone. after 15 minutes of the guy on reception calling he starts having a blazing row with him in front of me. then we discover he scanned the wrong parcel and couldn't be bothered to find mine, was told it would be next morning and so we waited in all Saturday. No parcel. I hope the company goes down, they really deserve it with such poor service.
Katrin Ziegler found this review useful
Wow - these guys live in a fantasy world. Order due for next day.
I wait in all day like a good guy - no show, no card.
Tracking says "you weren't there";. Huh? Resched for 2 day's time.
Wait in - again. 1/2 way through the day I check the tracking site (cos we trust it to be true don't we?). My order's not out for delivery anymore. I make the call, where is it - "on its way - but might be tomorrow".
I'm even boring myself with this story - so cut to the chase.
9 days later after multiple phone calls and my delivery just being rolled over to the next day every day the tracking site finally says "goods have been returned to sender" and all that with zero attempts to actually deliver anything, guess what?
Yup - package arrives.
Anyway - it turns out the supplier has also had enough. They are binning city link out for a courier that is professional and doesn't lie all the time.
That was the last time I will knowingly have anything to do with city link.
Katrin Ziegler found this review useful
She is friendly and was delightful to message, she was happy to help and responded in good time. I have always been hesitant to use these onlione help services as you think your connected to robot.
But Catherine helped me through with exactly what I wanted and I will be happy to use yoru service again.
Thanks fro all your help today.
two days they promise to deliver. 1st they didn't rang my buzzer, didn't call on my phone too, but put a picture of my block flat buzzers plate to tracking info for my seller. And they lie on tracking that no one at home, but I was at home, they didn't press my buzzer at all, maybe take a pic and just drive away or probably they get this pic from their archive, or google earth! next day rings rings rings to their office and promises from their customer service all day, but at the end nothing arrived and again they leave a tracking info that they try to deliver but no one was at home. but I'm waiting for City-Link from 7am till 8pm. I keep my eyes on front door also on driveway too, I spent all day in the kitchen, where I have a big window and I can see my front door and driveway easily, as door is 0,5 meters from my window and driveway about 10 metres. But they didn't show up, as the window was open - I heard and see every one who shows up in the drive way and every person who comes to my door or go near. But no signs of city link van or delivery man :( horrible service, I'm feeling upset. It seems that they are making a mockery of the people?
A 9 months pregnant girl, lives in a first floor flat . Today she had a delivery of some baby furniture from mother care . The delivery driver refused to carry the furniture upstairs to the flat , saying " you're pregnant love , not lazy " and left the furniture in the communal garden , leaving her in tears
I bought a ball gown from ebay which i had adored for over a month until i could afford to buy it and arranged a courier to collect it from the seller who plastered sender details (her) and my name and address on the box. It was collected as it should be... and thats where it goes wrong!
My mum waited in for me, both very excited for its arrival!! She signed for a parcel, opened the box which was addressed to me wiht my tracking number on, only to find.... An amazon Return for a "horrrible sciences" from a totally different sender in the same town my dress was collected.
I IMMEDIATELY phoned City link and explained that the driver had plastered the wrong delivery labels on the boxes!!! He managed to track the other parcel and said he would stop that being delivered to Amazon and ask for it returning to depot. PHEW i thought drama over...
WRONG, they did not stop the delivery, my beautiful gown is now lost in an amazon warehouse 275miles away from me! While someone is waiting for a refund on their science kit, city link do nothing!
I feel totally helpless, I have even asked amazon for help who are 10 times more helpful but still cant do much, as they havent come across it yet. I am devastated, they dont care at all! i will NEVER use them again!!!
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