Appalling customer service, and ridiculous rebooking charges. Apparently the driver could not find the property despite the the distribution company having collected many times before from the same address, called once when I happened to be busy. Then Parcel Link called to say the collection had failed and the rebooking charge was £30!!! Twice other reputable and good courier services! The claimed they had called multiple times when actually only called once. They then said you should be available all day between 8am and 6pm just to answer the phone incase the driver calls. Avoid, very rude customer service!!!
ATTENTION!!!!!! FOR EVERY BODY PLEASE AVOID PARCEL LINK AT ALL POSSIBLE WAY. FIRST PLACING AN ORDER PLEASE LOOK AT FEEDBACK ON THE GOOGLE
2 AND HALF STAR RATING Rating: 5/10 - 5 reviews
Place an order with them, paid for next working day waiting for whole day the delivery driver come and collect the parcel, made two phone call. customER SERVICE SAID DRIVER IS ON THE WAY BUT HAVE NO CONTACT NUMBER OF THE DRIVER TO CHASE HIM UP. WHOLE DAY PASSED DRIVER DIDNOT TURN UP. MADE AN URGER LABLE WITH PALLETWAYS FOR NEXT IT COST ME £35 EXTRA PLUS WHOLE DAY HEAD ACHE.
PLEASE AVOID THEM ALL AT ALL. NOW OPEN DISPUTE WITH PAYPAL TO RETRIEVE MY MONEY BACK FROM THEM.VERY ANGRY ANNOYED OF THEIR WORST CUSTOMER SERVICES.
We paid quite a lot of money for a 3-day delivery to Europe and after many complications - see below - they couldn't even apologize for their mistakes and were not willing to give us any refund. We will never ever use their service again.
1. Tuesday morning - booked pick up for Tuesday afternoon and delivery on Friday - nobody came to pick up parcel.
2. Tuesday afternoon - contacted Parcel Link were told pick up would come on Wednesday - were assured that delivery would still happen on Friday
3. Wednesday - pick up in the morning by wrong company - contacted Parcel Link were still assured parcel would be delivered on Friday
4. Friday - no delivery! Parcel Link assured us delivery would happen Monday morning.
5. Monday - no delivery! Parcel Link blamed DHL and assured us delivery would happen Tuesday morning.
6. Tuesday - no delivery! Took Parcel Link hours to track parcel and were finally told parcel will be delivered Wednesday.
7. Wednesday - parcel finally arrived. Parcel Link did not apologize and did refuse to give us any refund.
In mid September 2012 we paid Parcel Link to move a Soft Serve Ice Cream Machine to the Orkney Islands. The only good thing I can report about this service is that they collected on time..... Only when the consignment left our factory did the trouble begin. Potential customers should understand that companies like Parcel Link have accounts with various couriers/hauliers and it is to this end that we the consumer can get a more competitive delivery quote. In the past when using other services (such as Interparcel) this has worked wonders for our business as we rarely ship pallets and as such do not have accounts with larger hauliers. I should also add that Interparcel offer tracking for pallets. It took me two emails and a phone call to establish that with Parcel Link no tracking was available for this nightmare of a delivery service. Regardless of being assured of a delivery update via email the item arrived unannounced over a week later on 28/09/12. My client and I were initially relieved due to the appalling contact. Although my customer only paid just over 2k for the machine, I had paid just under 3.3k for it 12 months prior and we were very worried about the consignments whereabouts. That afternoon my client informed me that the machine had been badly damaged and sent me images. To my amazement the consignment had been repackaged and placed on a different pallet!!? The tensioning straps/ropes were gone and it seems the machine had fallen on its front. My client was also handed a bag full of components from the front of the drivers wagon/dash which were previously secured within the machine and original packaging. I emailed Parcel Link and again received no reply. My client and I spoke to the haulier who handled the goods from Glasgow that same afternoon as we realised the matter needed urgent attention... JBT Hauliers visited my client that day and on another separate occasion to take pictures. They were very polite and helpful however it seems the consignment had been tampered with and damaged prior to arriving at the Glasgow depot. Again, with no help/contact at all from Parcel Link we found out the company who picked up from us and dropped off at the Glasgow depot was a haulier called Pegasus. They were very rude to my client and protested that they should have been informed the same day. Clearly Parcel Link were responsible for acting on this. I phoned Parcel Link AGAIN and complained and was asked to send them the images, which I did. After AGAIN chasing Parcel Link for a response I was told I should have reported the damage sooner and they rejected my claim! Shocked by the audacity of this I spoke with The C.A.B who felt that due to the poor service, handling and tampering of the consignment I should discuss the matter with Trading Standards. At this point i had a folder of email correspondence and images relating to the bodged delivery. I paid an additional £165 to have the machine moved back to our factory using a brilliant service from National Pallets in order for TStandards to come and inspect the machine. At this point I have lost out on a 2k sale and wasted £295 in haulage costs. FINALLY, after explaining all this to Parcel Link they agreed to process a claim on 23rd October 2012. After a couple of weeks I asked them how it was progressing and I was told it would take around 16weeks to process. Since this time I have sent four emails and AGAIN I have had NO REPLY. My client and I have wasted hours, if not days, dealing with this firm. I intend to continue to take action against them as I have allowed ample time and consideration. I don't doubt that when a delivery goes well this company will come out smelling of roses but should there be a problem then be prepared to be ignored and in my case grossly out of pocket! AVOID!
Firstly: This is not a wholly negative review. They are superb at providing really good delivery rates for large parcels that other will not even quote for. Once the parcel is collected the service is good.
However. Collections are a nightmare ! Every time I use them I have to chase for at least 3 days to get the collection done. Always apologetic and polite responses but really, please, just sort out City Link and get them to collect on the day they are supposed to !! Oh, also, one City Link driver showed up, made a real fuss about the size of the parcel then commented "Well, I hope it's not fragile" My partner pointed out to him the 4 miles of FRAGILE tape on it at that point. The parcel arrived damaged ! Parcel Link are good as a coureir booking company but City Link are not as good !!
I used Parcel-Link to ship a set of speakers from the UK to Israel.
The packages arrived @ perfect condition 5 days (!) after the seller shipped them.
* The tracking numbers are not accurate at all, When I received a phone call from the customs that the packages arrived and I'll have to pick them up- the tracking number status was "still in the UK"....
I try my best not to use Parcel-link but because of the size of a couple of my parcels i used to have no choice.
There is always a problem, non-collection, damage and they will not put a claim in on your behalf irrespect of the insurance offered.
I have now found an alternative carrier and will never use them again.KEEP AWAY THEY WILL END UP COSTING YOU MONEY AND CUSTOMERS.
Mark Davis found this review useful
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