I recently posted an antique brass bucket to the USA via my local post office and was advised that as it weighed more than 2kg it would be sent by Parcelforce. Despite very careful packing the poor bucket arrived severely damaged. Bit of a shame as it had previously survived 250 years of domestic use ... and please remember we are talking about BRASS here, not GLASS!
I've spent what seems like years (in reality about four days) on the phone to Parcelforce. Firstly their International customer service (??) team don't work at the weekends. I guess the reason I couldn't get them to answer the phone on Monday was because they were swamped with the backlog of disasters accrued over the weekend. Anyway, I have just hung up on the Parcelforce claims department having discovered that, despite my having paid for extra compensation to cover the value of the bucket and despite nobody mentioning the fact during my transaction at the post office, no item over 100 years old is covered by the 'extra' compensation I paid for. I was instructed by the charming (?) young man at the other end of the phone that I should have read the terms and conditions on their website - this might have been somewhat problematic as my local village post office do not yet offer free use of a laptop or computer with every transaction purchased.
Having today trawled through the Parcelforce website on a hunt for the stated 'terms and conditions', I finally reached the right page after eleven clicks. Here, for anyone thinking of sending a parcel abroad using Parcelforce, is a list of exclusions from their compensation cover. Bear with me, it makes fascinating reading:
Antiques (over 100 years old)
Articles made of precious metals (gold, silver etc)
Cakes and all other perishables
Ceramics of all kinds
Diamonds and other stones (...I wish ...)
Furniture (flat-packed or otherwise)
Plants, Flowers and Seeds
Other: any items or commodities that by their inherent nature are particularly susceptible to damage.
Hmmm ... that just about covers it. So in conclusion, if you are a manufacturer of Kevlar body armour or a rubber ball importer Parcelforce are the boys for you. Otherwise, I really wouldn't bother!
Worst service ever! DO NOT USE! this is my first review of anything...ever written! I was at home for two days waiting for the delivery! 2 days! in which they "apparently" made two attempts! I was by the window most of the time! I'm a market trader and I needed my tortillas delivered, I will lose one week of income now! ... not even a note left! In the system: "Delivery attempted" ... what I pile of ***** ... I´m fuming... Customer service told me "I tried to all the driver and he does not pick up" ...
They offered me a free delivery on Saturday... when I told that the only thing that would work would be a delivery to a different address... cannot be done apparently! Why NOT? manager meant to call me back... never happened. ZERO PROBLEM SOLVING ABILITTIES... I would not recommend this service to anybody... pay little extra and use a proper company!
Manav Varghese found this review useful
I had two headlights boxed and posted separately(apparently cheaper) sent from Latvia.
Both arrived from Latvia 18th of November I received only one on 20th.
Apparantly one is lost after I complained and phoned several times.I had firstly been told held in customs, this was not the case,then just kept saying that it was in international hub.
Finally traced and scanned onto a vehicle bound for Birmingham. Then MISSING.
They say make a claim the headlight that I received is a special dark Laredo type and is useless without the other, to replace with a new one will cost £115 at least.
Then told sender has to claim, they would have to wait a month (its already lost) then can only claim price noted not replacement cost.
How do they "Lose" parcels on route?? are they being stolen? , how?
Not very happy with them,certainly not to be recommended.
Manav Varghese found this review useful
A package that was received by them on 18th nov has not been delivered till 26th nov. the reason they say - Address is incorrect and everyday for the past 2 months, I have received so many letters delivered by their parent company - Royal Mail. so, seriously they have not made any effort on the address. On calling their 0844 line, it is rubbish. The regulator should ban automated response systems for such companies. I wanted to give them 0 but trust pilot does not allow 0 and I am forced to select 1 star.
Manav Varghese found this review useful
I ordered something on the Friday night with the express 24 service believing it would be with me on Monday as I needed it. Tracking information was useless, so I rang them up and they said they hadn't even picked it up from the supplier.
Why state 24 hour service if you can't deliver? ...Useless!!!
Will definitely avoid Parcel Force from now on.
Manav Varghese found this review useful
Six paintings sent from a dear friend in America via Parcel Force to be exhibited at The Brick Lane Gallery in London. They were sent to a friend who was representing her and was taking the paintings to the exhibition - two days ago.
They have never arrived here.
The Royal correspondent from Buckingham Palace came to view them but was unable to as a result of this.
No one is able to contact Parcel Force to ascertain where the paintings are.
I wonder if Parcel Force are aware of the absolute misery they have caused. They are totally disinterested and could no care aless. Would never recomment them .
Very upset, sold a brand new stereo via Amazon market place, goods were damaged and they are trying to say the stereo was like it before we packed it. I have photos of before and after. Court time I think!!! Unless they pay out suitable compensation. I will also go to national papers and watch dog Monday if they don't get in contact quick smart
Manav Varghese found this review useful
My parcel arrived when I was at work so I left note on my door asking for it to be left by side door, not only did the delivery person comply with my wishes but also took the note down and left in my bottlebin with the product then covered it with lid. Well happy with service. Cheers driver
long story short, ordered a painting from china, was put on wagon on and off wagon 3 days running, i wonder why it turned up smashed, it would have carried on for more if i wouldnt have rang customer services. total sh1t unprofessional company shame i had to give them a star
I've orderes a smartphone in the google play store.
Google decided to send it via Parcelforce. Ok fine for me, 10 pound!!!!! shipping costs and a traced shipment!
Big mistake! I've received a shipping confirmation and clicked instantly on the tracing status. It said the Customer has already collected the package, in the wrong distribution center and five hours ago.... complete nonsense.
I have no hope that i'll still receive the package when in read the other reviews on trustpilot.co.uk.
Thanks Google for choosing Parcelforce and thanks Parcelforce for your great service!
I tried to send 7 parcels from my apartment in London to Denmark this summer (2013). Parcelforce picked up the parcels one day after booking the collection and then everything went out of hand. They were booked to be delivered at my little brother's apartment at a regular street in Odense, Denmark. PF was also given my little brother's contact information, but for no apparent use - unfortunately! 10 days past without any notification (neither an email nor a phone call to either Sender or Recipient), which prompted me to contact them. It turned out that the parcels had been sent to Denmark, but PF's business partner in Denmark (the public post office 'Post Denmark') had unsuccessfully tried to deliver the parcels at my little brother's address (claiming they could not find the address) and the parcels were then - without any warning or notification - returned to the UK!
It completely puzzles me as to why PF could make this dearly cost ineffective decision as it would be far more cost effective for them to save an additional fright across the sea by storing the parcels in Denmark and arrange a solution with the Sender & Recipient of the parcels. Not to mention saving loads of aggravations, time and energy for the customer and increasing the employees efficiency if they could deal with the problem once and for all.
3 of the parcels had been separated from the bundle of 7 parcels and were returned to my former apartment in London, where the concierge service were cooperative in receiving and keeping the parcels. I have no idea why PF are separating the parcels - seems like their logistics standard is as low as their support service.
It was terribly annoying talking to the support over the phone trying to sort out the 4 remaining parcels. PF's support were sort of friendly but completely incapable of solving a relatively simple problem - that is - organising a new delivery.
Every time I made contact throughout the next 40 days I had long conversations giving every detail about each parcels consignment number and so forth and then realising 2-3 days after that the parcels were either at the same depot or sent to another random depot in the UK! 'Not exactly what I ordered' would be a harsh understatement.
When I submitted the claim form for compensation I had to fill in all the details for each parcel. Even though PF made the same mistake for the two separated groups of parcels, only some of the claims were accepted. And when accepted PF several times screwed up the details of either the amount of money that was supposed to be paid or the name of recipient of the cheque, even though I had paid the same amount for each parcel and only one name was written as the recipient of the cheque(s). In total I was only compensated for 2 out of 7 boxes. In the end you give up in dealing with such a slow and hopeless incompetent support service.
In the end I wrote them an e-mail, describing the whole matter and giving details as to where the parcels should be sent. I should have done this far earlier in the process as written correspondence lowers the amount of confusion. The 4 remaining parcels were delivered in two bundles at my former address in London and from that point I arranged a successful, timely and impeccable fright with Worldwide Parcels.
When receiving the parcels you could see how PF had sent them around their system several times as the boxes were severely damaged. Luckily the goods inside were in a decent condition.
I sent a parcel with Parcelforce but sadly it didn't arrive. The customer opened a case through my eBay site to say he hadn't received delivery. I checked the tracking info which stated 'delivered'. I contacted the POWERS that be and a polite lady went off to investigate. They informed me that the delivery driver had left it in A cupboard, the problem with this is - couldn't the delivery driver say this with ANY parcel. So, they admitted fault of non-delivery. They told me to make a claim. I kept checking the claim and yesterday spotted it had been closed. No refund, so I rung them. Apparently, they have sent documents to my customer asking for confirmation of non-delivery and he hasn't replied so there's no proof of non-delivery, even though they have admitted fault. I've spoken to my customer who said he hasn't received any documents but if they send them he will do this. I have spoken to Parcelforce who have happily informed me that they are not regulated and when I asked to speak to their complaints department she hung up!!!!!!!!!!. I am fuming!!!!!!! I have since rung back (at my expense) and someone at Parcelforce has given me a P.O Box to write to and complain. So far, I have lost the price of the goods, the delivery price and upset a customer. Use Parcelforce at your peril, I PAID for a signed tracked service but didn't get one.
Parcelforce recently delivered a £180 package for me. I was absolutely horrified to receive pictures of the package damaged completely and contents broken. With the piece of mind I had taken out added insurance I made a claim. This is where the process broke down and became a nightmare. Firstly, the claimed the information supplied did not state broken items - complete lie. Then the claimed the box had been used before - another lie it was new from Staples and I have the receipt. Thirdly they claimed the contents were not packaged correctly - another lie as they were bubble wrapped and securely taped in. Then when I complained I was informed that as they have no complaints body then their word is final and it will not go any further.
Terrible company - do not use there are so many better services to use!!
overlooked the fact that the parcel was over a MONTH late, and the fact that they had 'no knowledge' of my tracking number....had the company I ordered from not been so fantastic and followed up with an email to let me know the parcel had been delivered to my ''local'' post office.....then the lies started. Upon ringing them and using the SAME reference number I had previously used, they were able to track my parcel, to only have a VERY rude woman to tell me to ''chill out pet'' then tell me....''you no longer live at that address, so it wasn't delivered''.......really? I don't??...wow.. so after this angry phone call and phoning the post office and receiving the customer service I should have in the first place, I rang back wanting to get to the bottom of why it really wasn't delivered.... to then speak to an even ruder employee who would not let me make a complaint. he stated that the courier then ''could not find my address''.........claiming to be a courier service, I am appalled at this to be the case...as I assume that in the age of sat nav, this is appalling! considering I live in a very VERY old building that has not moved in about 100 years I find that it was a mystery to even an AAroad map. Advertising as a courier service, and being unable to fulfil this, is frankly BS. If you feel like calling me back to discuss this, as it happens, im still waiting for you to ring and tell me ''a dog ate my parcel''
I sent a very valuable item with parcelforce 48, including insurance this cost me £82. I packaged the item in bubble wrap and foam and cardboard, then put it in a cardboard box , which i then paced on cushioned foam inside 2 heavy duty cardboard boxes and padded it with Styrofoam chips, cushioned foam and newspaper, then wrapped in parcel paper .Several "FRAGILE" stickers were placed on the box. The parcel was posted at 11.30am on Thursday, I was told express48 would be an extra day as I live on an Island. When on Monday I was still unable to track my parcel I phoned the "help line" (not helpful at all!!) and was told there was nothing they could do, they had no way of finding my parcel as the tracking number didn't work! Thankfully the number was activated later on that day. It was delivered on Tuesday afternoon. When the recipient finally removed all the packing the glass door was smashed. I cannot claim as glass is not covered, that's fair enough IF the parcel is handled properly and the packaging is insufficient. What did they do to my parcel? Do the fragile stickers temp people to drop kick, jump or chuck the parcel for fun? I know there is no point in complaining so I am going to save myself the hassle and warn EVERYONE not to use this company. It would have been better and as cheap to jump on the boat, then the train and hand deliver the item.
Parcelforce is a very unreliable company.
one of parcelforce drivers attempted "delivery " yesterday at 7.40 am yesterday. I was at home and having breakfast at that time. Despite the telephonist insisting at 10am that the driver had both rung the doorbell and knocked, I heard nothing. The card had no tracking number and the parcel was delivered to the "local" post office. I called the depot and was assured the parcel would be delivered today. So far, there is no sign of it and the telephone operator says I should instead allow a "3 day" turnaround. This is utterly absurd. Firstly, I doubt there was a real delivery (and the card was stuffed in my letterbox with no real attempt being made, and secondly, the telephone staff all have different answers (one placing me on hold and transferring me back to the switchboard.) This is not the way to do business and not a reliable service.
Let me add that I checked my doorbell and that my partner was also awake and breakfasting at the alleged delivery time. It is certainly possible that we were both "unable to hear" the doorbell, or that the doorbell failed, but the card was slid stealthily into the letterbox, remaining poised in the door until about 9.45 (so we never had a chance of hearing the letterbox either!) Today, I gather a delivery is due next door, but I am told by the depot that they cannot guarantee my parcel will accompany this delivery as it may still be in the Post office!!! Madness!!!
More than that, the card allows there options and this is not the first time the third option (delivery to post office) is routinely selected by the driver (instead of option 1: redelivery the next day) or option 2: (Left at ....), both of which are preferable. I smell a rat and a ruse on the part of parcelforce. If I make a huge fuss I stand the chance of having future parcels vandalised. If I say nothing, I encourage this sort of cheating and shoddy service.
I do not believe all these bad reviews. I purchased 4 mag wheels from Wales, delivered in 6 days by Global Priority to me in Australia in perfect condition with good tracking info. Every bit as good as FedEx but affordable.
It seems some reviewers have hidden agendas. I thoroughly recommend Parcel Force.
I bought a rug while on holiday in the US. It took less than a week to get to London, and having paid the VAT and £12 for a Saturday delivery, the package has yet to be delivered. Two weeks and counting.
To be fair, they have tried to deliver it mid-afternoon on a Monday and Friday, but I think the fact that I paid for a Saturday delivery should be a clue that I'm not in during the day midweek.
Utterly useless. Privatise it (and this is from a socialist!), sack them all and get someone Japanese to run the place efficiently.
I ordered a parcel from Japan and at first all was fine - I miraculously escaped customs so I thought it was going to be a quick and easy delivery. I have never been more wrong in my miserable life. On the 1st I checked my tracking to see the helpful words 'Absence. Attempted delivery.' I was of course in all day on the 1st so this was news to me. Admittedly I do live in a university dorm which delivery companies have no direct access to - however, there is a massive sign on the front door of the building telling them where to send parcels (a building which is a mere few metres away from the front door of my flat). Apparently this was too much for Parcelforce to comprehend so I waited for a redelivery card to come through my mailbox. Needless to say I was given absolutely nothing. They then tried again the next day (I use the word 'tried' very lightly) and I was again informed via the tracking website that they had 'attempted delivery'. Yet again I waited for a redelivery card and yet again they failed to bother. I then waited a few days for them to pretend to try and deliver it again and when no updates came I contacted them to be told it was sitting in the depot doing absolutely nothing - probably the same thing it was doing when they apparently tried to deliver it. I was then presented with the two equally tempting options of choosing to have it redelivered or paying £1 to pick it up from a local post office. When I tried to choose the latter option the website informed me I needed to enter the details on my redelivery card, which would've been nice if they had bothered to give me at least one. However I contacted a representative on their Twitter account who was surprisingly helpful (the only light in the darkness that has been my time dealing with this company) and told me it was possible to arrange to pick it up without one. I arranged to pick it up from my post office today, went down to get it, and - in a turn of events that should not have surprised me at all but somehow still managed to - found it wasn't there. A staff member in the post office rang them up and arranged for it to be delivered tomorrow. I have no doubt that when I return tomorrow it will have failed to arrive. To summarize, I would rate this company somewhere above 'sticking pins in your eyes' but below 'standing on hot coals'.
We always use parcelforce for our shipments - we sent a violin to Madeira and it did not arrive. When we enquired it apparently had ended up in Afganistan but could not be found. We proceeded to make a claim which you can only do online. We followed all the procedures and sent the appropriate documentation. When I went to look at the progress of the claim it said it was rejected because the customer had not responded. I don't know whether they mean't me (but there was nothing to respond to) and my customer had responded. It says the case is closed on their claims website but I am still trying to sort this out.
I've no complaint about their delivery or about their timing which is generally OK. The poor dears do their very best, after all - *except* when your parcel is marked 'attempted delivery' and there has been no attempt. You know this because there's no card either - you only find out about it if you're lucky enough to get an informative response from their tracking website. But don't bother using their website to track progress *before* you expect the parcel to arrive. Other couriers will show you the happy journey your parcel is taking from the vendor to different towns and hubs on its merry little way to you. But not so ParcelForce 'tracking'. It's so uninformative that it must be an industry joke. You enter your thirteen character tracking code and - almost up to the time of delivery (and sometimes not even then) - all you get is a message telling you it's not in the system yet 'please come back later'. I mean to say, what's the point of a tracking service which doesn't track? When you do get a status it's often misleading or abstruse. 'Loaded on to van for delivery' may be accurate, in that it means there's a van sitting somewhere with your parcel on it - but it isn't necessarily going to be delivered today. Status 'held;' is another one. That's all it says. There's no explanation of what that means, where it might be held, how it got into that state or how you (or anyone) can get it un-held (i.e. actually delivered).
I paid a good £7x.xx to send a parcel to California from the East Midlands as I was impressed with their guarentee that it will arrive within one day.
I had my parcel picked up on Wednesday, 25th September 2013. Today it is 30th September 2013 and guess what?
IT IS STILL SITTING IN THEIR DEPOT IN NOTTINGHAM.
I've been calling the Nottingham depot for DAYS, with no one answering the phone line.
Also, try making a claim. It's like pulling teeth!
'Item placed in vehicle for delivery' at 5AM, two days in a row. Never turned up. Phoned up ParcelForce, it's been at the Depot. Not waiting for re-delivery or collection, just sitting there. Phoned up the first time it happened, was guaranteed it would be delivered today.
If you're a business owner looking to use them to send items, AVOID them. They will infuriate your customers and leave them with a bad taste in their mouth.
I went to my son's wedding in California and forgot my US dollar cards in the rush. Yes ok my fault!
My friend rushing into my house the next day, went to the post office that morning and mailed them Global 48hr delivery to my son in the USA. Cost a massive £49 for this one small standard envelope. Guess what folks it took an impressive 7 days to get there and arrived after we had left. Had to borrow cash from family and did not buy gifts etc as each day we expected the cards to arrive.
After putting in a claim for return of postage guess what .....I was fobbed off like half the other people seem to be. Was told we lived in the wrong Zone for 48hr delivery and so did my son in the USA!! Suddenly we have some further information not given when posting the letter Zones!! Now last time l looked Inverness is still part of the UK mainland and funny enough B&Q can delivery here in 2 days from the internet depot down South. As for California l am guessing there are quite a few flights into there daily and it was going to a major city, not a mountain village. So am thinking of going to the small claims court with Parcel Force just on principal that these people turned now my claim after giving the worst possible service and they are not fit for purpose. Maybe others should do the same and then they might improve their service ....but then l doubt it . Maybe Watch Dog should look at them too.
Chelsey from the International team has been extremely helpful all week with my parcel that has come in from USA. It has hit some problems along the way and it has been delayed (no fault of parcelforce) but Chelsey has kept me updated day by day by ringing me at 09:00 every morning. The parcel was a gift for my partners 21st so I needed this parcel ASAP so I could give it to her on her birthday, I told this to Chelsey and she generally came across as if she cared and did everything she could to get it to me on time. Going that extra mile when problems occur is a sign of a top courier service and top customer service. If I ever need an import again I will be using Parcelforce. Amazing. Thank you Chelsey
I am very very angry right now.
I spoke to the MD's office who basically told me I have no comeback whatsoever!
This is what happened to me and my beautiful poor old antique clock. (now DISPOSED of by Parcel Force......STOLEN more like)
the item (an old lovely antique clock) was mysteriously disposed of in Coventry for hazardous damage which no one knows exactly the details of or the whereabouts of my clock.
It is apparently acceptable to throw antiques in a skip. What happened to recycling and care of British heritage?
No one even bothered to inform either me or the sender .
Why doesn’t Parcel Force inform senders or recipients either (I had to investigate and find out myself)?
Terrible and disgraceful service I’m afraid to say.
Imagine if someone had sent your prized antique back to you and Parcel Force chucked it in a skip?
Even if damaged the clocks movement was very valuable. They said I am not covered for insurance either as it has glass in. Although they cannot explain what actually happened to my clock.
Altogether an unbelievable experience today and one I hope never to experience again.
AVOID PARCEL FORCE .....if things go wrong there is no comeback or accountability.
Sertabntob Sarah found this review useful
I would like to make a complaint about delivery at NOTTINGHAM ParcelForce Depot within the last 6 weeks.
Every time i have had a parcel delivered within the last 6 weeks.. I check online and it always says "ATTEMPTED DELIVERY" and their was NO delivery attempted..
On one occasion online is said 'attempted delivery' at the same time i was reading the info online?
No cards, are left because no one turns up.
I just wonder if you are aware of this happening!
This is a frequent occurrence and only seems to be with your company and depot location.
I have used Parcelforce multiple times to send items & often to receive items when I purchase things online. Parcelforce have been at least 24 hours late in almost EVERY case I've used them. Utterly useless & wouldn't recommend them to anyone. Completely dire service!!! I sit here now waiting on a parcel that was "garnteed" to arrive today - But it's over 400 miles away in London still... useless.
Igor Seferovic found this review useful
My package (EK018890395GB) is stuck at customs since July 24th and their representative in Mumbai (If there is any) was probably waiting for a miracle to get it valued at Customs. I ordered a similar item via FedEx which landed at the same Sahar Post office Sorting Centre, Mumbai (=Mumbai PTT for those clueless guys); Pat comes the call from the courier company next day saying its dispatched to customs, paid the tax the 5th day and got my package on the 7th. And here is this company nonchalantly waiting for something to happen. And if I open a claim, they insist on a senders delivery note as a proof that it was meant to be delivered to me? Do they just pickup packages from people randomly and courier them??? I demand an answer from those guys. I never heard of those guys before and now I just DONT want to hear about those retards. DONT BUY ANY PRODUCT ONLINE IF THESE GUYS ARE THE SHIPPERS. And to think that these guys charge more!!!!
dizzib found this review useful
Well what can I say? Must be the worst service ever experienced. We had a parcel sent express delivery from overseas. The shipment has been in our country since 11 days ago. I have called Parcelforce and have advised this is due to customs. So how come when I use other couriers sending the same goods it comes through right away? It seems every time Parcelforce handle anything it gets majorly delayed and takes longer to arrive. This has never been explained by the company and I have read many cases like this across the internet and in magazines. The charges put on us seem a lot more than other couriers too. For example we had a £20 item with a £28 charge attached to it. DHL, FEDEX or the like have never charged me like that. I have to say if you're thinking of using this courier think again! AVOID!
Chiremba Prince Afraka found this review useful
I am having the worst experience of a courier service which costs me a lot of nerves and time. I sent a 3-day express delivery on the 23 of August, and by the 9th of September it still hasn't arrived to the destination.
The worst part of this story is that no one in the customer service is capable of giving you an answer on what is actually going on. After you reach a representative, he promises to contact people accountable for the actual delivery. They call you back later in the day. But for already 2 weeks the only thing I actually hear is "Your delivery will be made today" or "Don't worry, it will arrive by the end of the week".
After a week of me chasing customer service, I accidentally find out that my parcel has been downgraded to a slower service (without even notifying me!!!!). I am told though that "the parcel is due to arrive by the end of the week". As you can probably understand, my parcel is still somewhere in the International Hub of ParcelForce.
The reimbursement process takes at least 2 weeks - so I still haven't been reimbursed even the postage fees (which weren't low!)
I find this experience outrageous, especially the fact that it feels like all the employees of the customer service are horrible procrastinators, and are only trying to get rid of you giving your contact to someone else. They not only fail to make my delivery, but even cannot provide me with the adequate information on what is going on!
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