On Thursday, I ordered some clothes from John Lewis and paid for next day delivery, as I needed the clothes for an appointment on Monday. I tracked the parcel via City Link website, which told me that the item had been placed on the van for delivery at 0802 am and would be delivered between 1227 & 2.27pm. Because they do say that the delivery times are only an estimate, I decided to stay in until the delivery was made. Only the postman and milkman came to the door yesterday, as announced by my dogs. At 3.45pm I contacted City Link and was reminded about the 'all day delivery clause' and that my items were on the van and would arrive. I was advised to ring back later if the parcel didn't show up. Again, when I rang at 5.15pm I was advised that my parcel would be delivered, but at 5.45pm the tracker entry changed to a new delivery date of Monday, with no explanation or further contact. This morning I have received an email from City Link to state that delivery was 'attempted' at 2pm! This is quite simply a lie, as no one came near my house. This is actually the second time in 6 months that this exact scenario has happened to us. My husband ordered a package in December, only for it not to arrive and then to be informed by this dishonest company that they had attempted delivery. They are simply not to be trusted with your goods and it's a real shame that such a reputable company as John Lewis, with their record of customer satisfaction and quality, have a contract with a 'Mickey Mouse' outfit as City Link! - don't touch them with a barge pole!!!!
Surprisingly city link seem to be one of the few carriers that don't e-mail to advise delivery. So naturally I was at work when they tried to deliver, came home to find the "sorry we missed you card". No problem, I'll go on-line to reschedule: 1st problem web site is not working: Enter tracking number and page is stuck showing out for delivery, no option to reschedule anything. No problem, I'll ring _ can't ring my depot, only a centralised number. Call that - forced to listen to unnecessary recorded messages (probably minutes, seemed so much longer) automated system asks for consignment number, then post code - more recorded messages, finally going to be passed to an live operator - No : new recorded message "none of our operators are available please try later" WTF! e-mail customer services, advised it will automatically be delivered tomorrow. Arrange to be in for it . Check website, great shows out for delivery. Guess what - doesn't arrive. Check website - now shows "in network" with option to reschedule WTF! Now faced with 40 mile trip to collect from depot . Select that option on website, press button to confirm - 404 page not found error WTF! City Link must be masochists - they are asking me to review them. Try to fill the form in : I MUST rate the driver, why I've never met him. I MUST also say if the delivery was made in or outside it's time slot - No you didn't deliver the dam thing, no box for that. In future when ordering things I will ask if City link are the carriers, if they are I will buy elsewhere
paper work nothing asked to sign for collection became rude and abusive stormed off leaving parcel I called city link to complain was told it was nothing to do with them the way the self employied driver was towards a customer "WHAT DID I EXPECT FROM A LOW PRICED COURIER"flatly refused too collect today they said they might get it Monday but might not AVOID THIS COMPANY LIKE THE PLAUGUE THEY ARE RUDE INCOMPITANT UNPROFESINOL DISREPECTFULL
Wasn't expecting this delivery so couldn't arrange to be in ahead of time, so the driver left a card. The driver managed to write the wrong name & consignment number on the 1st card so I couldn't reschedule. Missed the 2nd attempt the next day as I couldn't arrange time off at that short notice, but no problem, the depot isn't that far away and I had 5 days to pick it up. Went to check the online tracking before going to the Heathrow depot the day after, only to find the depot had returned the parcel to the sender after only 24 hours!
Phoned the contact centre to see if there was anything they could to - they claimed it was the sender who had requested the parcel to be returned. Checked with the sender and needless to say they hadn't spoken to City Link at all, so on top of all the previous errors, customer service will tell blatant lies to cover up their mistakes. Could just about forgive the other problems but the lying is totally unacceptable. Will never use City Link again, and would recommend no-one else does either.
On the monday, received tracking number that stated item to be delivered on the Tuesday during a certain time window, so i waited in all day on that day. No parcel. Upon checking the tracking later that evening, it stated that the driver attempted to deliver and left a calling card. That was the first lie. The next day i waited in all day even though their delivery window was around 2 hours. Surprise surprise, they did not turn up or leave a calling card even though their tracking page was stating this later that evening. What kind of cowboys are these?? The next morning (thursday)i called up and spoke to a rude customer service representative that obviously just read from a script and didnt want to listen to a word i said. She promised to call me back..but didnt, so i ended up going to their edmonton depot that morning. The parcel was not there but with one of their delivery drivers. This is odd because they claimed that they had attempted delivery twice and would not attempt again. Anyway i was told that the parcel should be delivered at midday giving me enough time to get home and sign for it. Guess what, the driver went ahead and delivered it around an hour early...luckily for me, someone was in to accept the deliver. As you can see, these guys are just one big bunch of cowboys and do not deserve your custom. Obviously, if they are being used to deliver a parcel from another vendor, all you can do is sit tight and hope you do not have to book half the week off work waiting for them to come!! I have also sent citylink multiple emails asking for a manager to call me back to explain, but of course, this is beyond them. VEry very very very bad customer experience.....
Ordered goods Monday 31st for delivery Tuesday 1st April. Men on site all day, when checked consignment number online it showed it was to be delivered between 15.18pm and 17.18pm. Contractors waited until 18.05pm and still no goods. Spoke to our suppliers who contacted City Link and we were told that it would be a before 12pm delivery Wednesday as they did not deliver Tuesday. No delivery before 12pm and when we checked online delivery was scheduled for between 1.30 pm and 3.30pm. Contractors had to leave before 3pm and a card was left. When the driver finally delivered today he was rude and abrupt. Hope we don't have to deal with them again. Use other couriers for our own deliveries and they are always on time and helpful not full of lies.
Parcel was originally scheduled to arrive Saturday 22nd March, however despite no knock on the door all day, the tracking log reported a failed delivery attempt due to no one being home.
Parcel was then listed for delivery on Monday 24th March, and again, despite myself being awake and home all day (and receiving parcels from other couriers on both Saturday and Monday) did not hear a knock on the door from City-Link. Much to my surprise, I was again greeted with the tracking log reporting a failed delivery attempt due to no one being home.
Finally, the package was delivered after the expected delivery window on Tuesday 25th March.
I appreciate deliveries may happen outside the delivery window time (eg 1pm instead of 11:30-12:30) however to stay at home two days waiting for a package to arrive and then see a reported attempted delivery claim is simply unacceptable and disgraceful. If the driver did actually come to my home, he certainly did not knock on the door.
If City-Link cannot make a delivery on that date, I would much rather them be honest and up-front about their delivery dates rather than keeping recipients sitting at home all day for nothing.
City link used to be good but the service seems to have gone rapidly downhill over the last year or so. I have had to chase up deliveries on many occasions and have been given weak stories such as 'driver couldn't find you' even though he turns up eventually without an apology and usually has been before?. They are getting to be as bad as yodel and it's a shame as I used to rate them, now I won't use them to sent stuff and dread being told they are the courier for deliveries.
When you are a mother it is difficult to indulge in Mother’s Day with your children without feeling guilty about not being able to visit your own mother. Using Waitrose who subsequently entrusted Citi Link with the delivery of my gift has been seamless.
I was worried when I saw that Citi Link was chosen by Waitrose as I have seen Citi Link deliver vans on the road and associate them with large parcels and heavy boxes, and I thought that they wouldn’t have the patience or finesse to deliver a plant and cake to an elderly lady!
However, I am delighted to report that they did exactly that. The driver took the time to wait while my mother answered the door entry phone and let the delivery in, and then travel in the lift to the top floor of a retirement block rather than leave the delivery in the reception area down stairs. The driver not only delivered my mothers day gift but also delivered patience and good grace and my Mother’s day! Thank you!
My parcel was lost in the system. The tracking information told me I had received a card when I did not. I sent three emails, but got only one response. I telephoned twice. The first response was that the item would arrive next day. It didn't. The second response was that I would receive a call back in ten minutes, still waiting for that call. However I wrote to the MD, and investigation was done which showed my parcel had been delivered to the wrong address. It was retrieved and delivered to me intact. I was helped through the tracking process by Sara, who was very professional and friendly. Ultimately I was happy to receive my delivery intact, and I am grateful to the company for rectifying the issue. But it took over three weeks to resolve. I suspect my problem is a rare occurrence, but the communications with the company, when problems arise, could have been better.
I came home and mum had informed me that when my parcel had been delivered to gentleman had pushed it through the letter box and by the time she got to the door he was halfway back to his van, she said that on opening the door he returned to pick the parcel up for her and he could see she was going to find it difficult. I was so impressed that I told her I would contact City Link either today by the web or ring them tomorrow as I was quite touched by this gentleman's manner and kindness to her, there are not enough of his calibre about these days.
city link don't know how to deliver a parcel. This was pickdd up from me last Thursday to be delivered the next day. Obviously they decide to go to wrong address re-arranged for monday for right address but still cant get that right. Meant to deliver back to me yesterday, thats still to hard for them to do. Got a phone call this morning "so sorry charlotte its gone to the wrong depot".. after many angry words it's turned up at my front door looking like a dogs been at it! Box teared opened, contents hanging out, abusive language written on it!! I've contacted a few friends I know in the media & will be tearing them a new behind in the next few days!!!
From start to finish, getting on to the site, moving from page to page, the whole experience was simple and easy to understand. The collection was carried out as arranged and delivery took place as stated. It is rare today to experience such good service. Thank you.
The delivery was accurately timed via the tracking so I could plan my day, the driver was courteous and the parcel was undamaged. The order arrived within the predicted five days. However I did not receive the correct tracking number FROM THE SUPPLIER (John Lewis) and spent three anxious days wondering where my parcel was! Normally I would not be that anxious but the tv was a good one and it was soon to be discontinued so I may not have got another one. Full marks to City Link!