Please find a copy of my original complaint below:
Dear myparceldelivery.com & city link,
I am writing to complain about the non-collection of a parcel on the 22nd of December 2012, and serious let down in customer service.
After booking the service through myparceldelivery.com on the Thursday before, I took a day off work to cater for the collection of the parcel on the Friday. Ensuring that it was to be delivered on Monday, the service I booked was the parcel force next day. Quite simply, your courier didn’t turn up at all. I waited until 3pm and made a call to citylink direct to confirm that a booking had been made. After waiting 45 minutes to get through to someone on an “08” number, I was told that the booking was on the system and due to the busy time of year it could be anything up until 9pm.
I accepted this, but no collection was made and when I rang again the next morning I was told the driver had turned up. This was clearly wrong as he had incorrectly quoted we had a blue door. My primary concern at the time was the delivery not taking place on Monday and therefor would be subject to further Christmas delays. The girl on the phone at city link said if you drive to the depot in Trafford they will be able to ship it as usual and it will be sent down to your depot in Ashford. I felt this to be very unreasonable after paying for a non-existent service, but due to the urgency of the parcel, I had no option.
After driving from Oldham to your depot in Trafford (36 miles round trip) I was welcomed by a gentleman who confirmed that it would not even be dealt with until Thursday! I could not believe it. Not only had I wasted a whole day on Friday for non-collection, I had now been told to drive 18 miles pointlessly from my home early in the morning on Saturday.
A manager asked for my postcode and as soon as I mentioned it, he quoted the drivers name as if a mistake was expected. He said that because of the Christmas demand, city link had employed a lot of temporary drivers. I was offered to make a complaint there but felt my time was best spent looking for an alternative service.
I visited DHL next door and they quoted me £70. The cheapest service I could find was royal mails special delivery. I had to drive to central Manchester and pay £6 for parking as well as having to split the consignment into two as it was over their 10kg threshold. I quite frankly had better things to be doing than spending my Saturday in the pouring rain trying to chase a courier that was capable of doing the job.
In light of this double let down, I feel it is more than reasonable to issue a refund and reimbursement for the fixed costs I had incurred as a result:
Refund of non-existent service: £11.88
Reimbursement @ 40p x 36 miles: £14.40
Cost of royal mail service: £34.80
Cost of purchasing additional parcel due to having to split the consignment: £1.99
City Centre Parking: £6.00
I have attached copies of all the receipts to this email and kept the originals for my records. Please appreciate that I have consciously kept these costs down by finding the cheapest courier and by sending one of the split parcels as just standard 1st class. I am also not claiming for my time and therefor I would be grateful if you could action my request promptly.
Here is a copy of my original complaint:
I sent an email yesterday concerning the whereabouts of some valentine’s flowers I ordered. However I have not received any response from you.
I have not been issued with a tracking number, and therefore it’s taken me 2 hours being passed between DHL and YODEL and I have finally found out that they were in fact delivered at 5pm yesterday, however no one has declared receiving them at the school.
An investigation has to be initiated by you in order to receive a copy of the recipient’s signature as I haven’t the authority to do that.
Please can you respond immediately as I have had enough of chasing the whereabouts of the package. I wasn’t issued with any tracking information and you do not have a contact telephone number at all.
Tracking number: JJD0002225040060517
after waiting ages, i received this:
We notice that you have an outstanding query with iflorist. Due to the volume of enquiries received over the last 48 hours, we have a backlog of messages awaiting a response.
Most of the backlog consists of delivery confirmation requests for orders which have already been delivered. This however is making it difficult to reply to customers with new or outstanding issues in good time.
If you are trying to track your order, you can do so by logging into your account on the website. Go to www.iflorist.co.uk and click on "sign in", or your account details if you are already logged into the site. A "How To" is also available in our knowledgebase, which can be found here: http://bit.ly/xTCTy4
Should you still have an outstanding enquiry, please respond to this email and we will reply as soon as we are able. Directly responding to this ticket will ensure that your issue is resolved as a priority - please refrain from submitting further tickets, as this will delay our response to you.
Thank you for your continued patience. If you no longer require a response, please ignore this email.
after chasing them for ages and attempting to email them, I finally received an email which quite frankly showed that they hadn't even looked into the enquiry.
sent me compensation of £10 gift voucher eventually
used it last Friday and the money came out of my account in full as no discount had been applied! To top it off there's no sign of my item anywhere!
I have wasted hours trying to chase them and I have given up now. Never again. Its obviously some kind of web site franchise that sells centrally bit delivers locally. The communication between the different parties is not working.
Connect with Facebook to get one click access to Trustpilot. It's easier.Sign up with Facebook
You were not logged in with the entered details. Please try again.
Hi there, it looks like we're having trouble getting you logged in.
No worries though, our friendly support team will help get you back up and running as usual. Just get in touch.
Hi there, it looks like you still haven't activated your account.
No worries though, it's easy-- check your inbox for the email we just sent you, and click on the link.