On 2nd May I ordered an item that was "in stock" at a very good price. They charged my bank account straight away, then I waited for two weeks, while receiving no updates or any form of communication from the company.
On 16th May I enquired about my order as, at this time, my item was no longer in stock. They agreed to cancel the order and promised a full refund shortly. It is now 29th May and I am still waiting for my refund.
I have shopped with Hificables before and I have always received a five star service. This time I purchased two cables, one not in stock but the communication was excellent and, as soon as the missing item was sourced (it only took a couple of days), the delivery was prompt, with a tracking code. Needless to say, the cables were brand new, in their original packages, there was a paper invoice in the parcel and I received a small discount for being a returning customer. Highly recommended.
I have used quite a few courier companies in the past and, sadly, none was perfect. In the end most of them get the job done (apart from the dreaded Yodel/ Home Delivery Network / Hermes - they managed to lose two of my parcels in less than three months) but of course, there are differences. ParcelHero is fairly easy to use and, although not the cheapest, works with two of the better, in my opinion, carriers available: DHL and UPS. However the experience was not completely trouble free. ParcelHero advise their customers to print the labels - two copies, attach one to the parcel using a document enclosed pouch, give the other to the driver. If you don't have a document enclosed pouch (do you?), you are supposed to ask the driver to provide it and attach the labels together. What happens in the real life is: the driver doesn't have any document pouches and he doesn't need (and doesn't take) the spare set of labels. So save the trees, one label per parcel is enough. What also happened in my case was that the parcel was collected without having a label attached, the courier took the parcel and the label and promised he would attach it when they reached the depot. On a side note, no proof of collection was provided meaning if you were for instance shipping an eBay purchase and the parcel got lost, you would have had no way of proving (or claiming your money back) that it had been collected. Anyway in my case the parcel was collected at about 2PM but by 6PM there was no update on the system (on ParcelHero's website) so I contacted their customer support, being worried about my parcel with no label on it. The reply came at about 10PM (thanks again Dan) who confirmed that the parcel was correctly labeled and on the way. The delivery took place, as promised, the following day, the parcels, I was told, were in very good condition, so no complaints here.
So while I am overall a happy customer I would see the process improved in a number of ways: first of all most customers do not keep document pouches around the house so maybe just taping the printed label to a parcel would avoid sending it with no label attached, relying entirely on a driver (who, if he collects 10 parcels like mine, might, by the end of the day, forget who's labels should be attached to what parcels). Also, unlike some carriers, ParcelHero is unable to provide a time slot for collection / delivery and, while I understand that this is not their fault, it would be very helpful. It is very frustrating to wait a whole day at home having no idea whether they will come to collect or not. At the other end most people are at work during the week, can't take a whole day off so it would be very useful to know approximately when the parcel is due for delivery. It's something that would give ParcelHero a clear advantage over similar companies.
Other than these small issues happy with ParcelHero's performance, will use again.
Ordered on a Sunday, dispatched on Monday morning, delivered on Tuesday (using a courier company that offers a time slot for delivery and the option to change it if unsuitable). The product is brand new, sealed, well packed, invoice attached. Flawless service, highly recommended.
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