I have had several instances in the past where City Link have either simply not turned up to deliver on the appointed day, used the 'no-one in, left a card' line, or failed to make a scheduled collection ('no collection was attempted').
In the most recent case, I paid extra (on Thursday, via ParcelMonkey) for their 'Saturday Delivery' service (collect Friday, deliver Saturday), to send a parcel to my daughter at Uni. A collection was duly scheduled. They did not turn up to collect. They did not inform me that the collection was not going to be made. Had I known, with sufficient warning (6:45PM !) I could have taken the parcel to the depot in Bournemouth myself (it was supposed to be open until 8pm). But they didn't. After 5pm I became concerned the collection was in jeopardy, so I rang City Link
I was unable to get through to City Link's customer services; at 6pm, after hanging on for 45 minutes, the line just shut down saying 'our offices are now closed'.
The phone number at the local depot went through to the customer services line that had just closed ...
I sent the local depot a fax, at about 6:15pm, demanding they call me to re-arrange a guaranteed collection on the following Monday morning. No reply, and no contact.
On Saturday morning I managed to get in touch with City Link Call Centre (not the same number as the Customer Services number I previously used). Their agent was as helpful as she could be, and took note of my irate complaint. A recollection would be scheduled for Monday, as no Saturday collection was possible.
I then managed to contact Parcel Monkey. After a bit of too-ing and fro-ing I decided to cancel the order, and emailed PM back (their phones were also off) to request this, and a full refund.
I also faxed City Link (at the local depot) on Sunday morning to tell them not to bother attempting the collection. They have still not had the courtesy to reply or contact me.
As of this morning, Parcel Monkey have cancelled the order with City Link and given me a full refund, and several apologies. It's a pity, because their service seems to be pretty good at the front end, but badly let down by City Link at the back end, dragging ParcelMonkey down with them.
Despite what I said in anger at the time, I would consider using ParcelMonkey again, but not any City Link services.
I placed a next day order, this time with Interlink Direct, part of the same group as DPD, with whom my experiences on deliveries have been uniformly good, to date.
They collected, on time, this morning so I wait to see how the delivery end goes tomorrow.
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