I ordered some corporate t-shirts from a company in Blackburn who used Interlink Express as their delivery agent. The goods never arrived and a month later Interlink Express are still unable to locate the lost package.
I had been promised a delivery date, it was even confirmed by a text message - the goods didn't arrive. I waited a further day - the goods still didn't arrive. I logged on to their website and was still able to arrange a new delivery date, which I did and which again was confirmed - still nothing arrived and I was not contacted by Interlink to explain why.
There was no way of contacting Interlink other than by a generic contact form on their website - it took them 5 days to respond.
It got worse, and in fact the worst part of the whole experience was trying to raised a complaint with Interlink. As I was not the 'customer' they won't deal with any complaint directly from me.
If you define 'customer' as the person or organisation who pays the invoice they are correct, however if you define 'customer' as the person who pays for the service (through the suppliers delivery charges) and who is inconvenienced by their incompetence then they are very wrong.
I even escalated my complaint to their CEO [name] ([external reference]) - his inital response was positive and he forwarded my issue to the executive help desk. They investigated, confirmed the parcel was lost and that - in their opinion at least - was the end of that.
The company are awful and do not care of the inconvenience they cause when the get it wrong.
I for one will no longer accept any deliveries from Geo Post UK companies - this is predominantly Interlink Express and DPD. I also advise any suppliers of this fact before placing my order - if Interlink or DPD are their only delivery option the order is cancelled.
Whilst it may be slightly inconvenient to me there is always someone else out there who will supply same goods via a different courier. I've cancelled 3 orders in the past week, explaining to the supplier each time why.
I'm sorry to hear about the issues you have encountered, and for any inconvenience caused. Please be assured that I have made our Escalations team aware of this and they will be in touch shortly with a view to resolving this matter for you.