Parcel2go

Parcel2go Courier ???? An absolute disgrace

I booked a collection from Ireland back to us in the UK on the 21st Dec 2012. They took my money and failed to collect. They have no number to contact on the website so had to deal with 'live chat'
Spoke to a guy called Daniel who said he was very sorry and he would rebook it for collection on 24th December. Come 27th December still not been collected back onto chat for another two hours said they would rebook it for collection 28th and lo and behold it's not been collected again. They are not willing to give out a phone number for contact nor do they answer the questions you ask. Then to top it off when they get fed up they cut you off, I get the same text for the chat we are very sorry etc etc blah blah blah. I have attached beneath the last 3 chat sessions so you can see the type of people that you are dealing with.
Welcome to Parcel2go.com. Someone shall be with you shortly.
You are now connected with Dianne
Dianne: Welcome to Parcel2go.com online. How can I help you today?
Michelle Tonge: i booked a parcel to be collected on 21st in ireland and returned to us in preston uk this was never collected. So I went on line and spoke to someone who rebooked it for collection on the 24th gave them 2 contact numbers and they said they woud ring our customer needless to say it hasnt been collected again this is beyond a joke and we have an irate woman who has had no contact with anyone and we keep telling her its been arrabged
Dianne: Hi Michelle.
Dianne: Can you give me a minute or two to look into this for you?
Michelle Tonge: yes
Dianne: Thanks./
Dianne: I am genuinely sorry for the failed collection of your parcel - I hope that this does not cause too much inconvenience.
Dianne: Would you like me to re-book this for tomorrow for you?
Michelle Tonge: well thats what they said last time and i said yes and it wasnt collected again how do i know its going to be collected tomorrow and that i wont be on here again on saturday is there some sort of problem
Michelle Tonge: hello anyone there
Dianne: I have now re-booked your collection and e-mailed your new documentation over to you. If you could remove the old label and apply the new one that would be much appreciated.
Michelle Tonge: so can you guarantee it will be collected tomorrow
Dianne: I have rebooked this fully for tomorrow for you.
Michelle Tonge: so the answer to my question is
Dianne: This is not 100% guaranteed to be collected.
Dianne: However it is 96% succesful.
Michelle Tonge: what is the reason for failure on the previous two collections booked
Dianne: I'm sorry that the courier missed your collection. They do their very best to make all their collections. I can only apologise and offer to rebook for the next working day.
Michelle Tonge: which company is collecting the parcel and what is the telephone number for contacting the courier and parcel to go
Dianne: The courier is GLS.
Michelle Tonge: and the contact telephone numbers are
Dianne: You need to contact Parcel2Go if you have any issues.
Michelle Tonge: ok what is their number
Dianne: You need to contact Parcel2Go if you have any issues.
Michelle Tonge: what is their telephone number
Michelle Tonge: what is the number for parcel to go ireland as there is no number on website
Michelle Tonge: what is the number for parcel to go ireland as there is no number on website
Dianne: You do not require their telephone number, if you have any issues then you will need to contact us.
Dianne: The order has been booked through us.
Michelle Tonge: i do not want to spend another 30 mins online either tomorrow or the next day if there is a problem and i would like to number now
Dianne: I cannot provide you with the phone number this is what I am saying Michelle.
Michelle Tonge: why is that
Dianne: Because we do not provide customers with these numbers as they are not required also the numbers we have are internal numbers that cannot be provided to customers.
Michelle Tonge: so basically we can be having the same conversation in a weeks time
Dianne: No this is not correct, the collection has been rebooked for you. What is saying this is going to fail?
Michelle Tonge: because you can tell me whatever you want by typing a designated answer like ' i have rebooked this parcel'and have no recourse
Michelle Tonge: because it has failed the previous 2 times it doesn't look good does it?
Dianne: I am going to pass you through to my colleague.
Michelle Tonge: ok
Please wait while I transfer the chat to Sarah.
You are now connected with Sarah
Michelle Tonge: hello
Sarah: This is booked and confirmed to be collected today tomorrow Michelle which is all we can advise.
Michelle Tonge: yes i have been told that however this has been said to me twice before and yet failed to collect
Sarah: We will speak with the courier Michelle but this is all we can advise.
Michelle Tonge: i also suspect you have about 6 of these screens in front of you and you are telling them all the same thing
Michelle Tonge: i do not want to be spending my saturday morning typing again to someone else to ask what happened
Sarah: Michelle we have advised you all we can.
Michelle Tonge: what is the reason for the previous failed collections
Sarah: Unfortunately the courier has not left record of why the collection failed, so I’m unable to clarify why this happened. Failed collections can happen for a wide variety of reasons.
Michelle Tonge: parcel to go has taken my money and not delivered what they have supposed to do
Michelle Tonge: twice is a bit strange
Michelle Tonge: that is why i would like a contact number should the collection fail again which i suspect it will
Sarah: Michelle we will speak with the courier to ensure this is collected tomrorow.
Michelle Tonge: when will you speak with the courier
Sarah: Im afraid as you booked via parcel2go,com we are your only point of contact
Michelle Tonge: so when will you speak with the courier
Sarah: It will be today
Michelle Tonge: well they are shut today
Michelle Tonge: i have already rung them
Sarah: We do have our own account team Michelle. As we have advsied this is due to be collected tomorrow which is all we can advise you Michelle.
Michelle Tonge: right so they dont collect tomorrow and i have to get back on this "chat" what will you do then
Sarah: You will need to contact us back if not collected Michelle. Im afraid we cannot take this chat any further all we can advise is that this is booked to be collected tomrorow and we will speak with the courier.
Michelle Tonge: and what will happen if it fails again
Michelle Tonge: what will parcel to go do that is what i want to know
Sarah: As above You will need to contact us back if not collected Michelle. I cannot take this chat any further and will now be required to end this chat.
Michelle Tonge: as above i want to know when i next chat what will happen if there is another failed collection
Michelle Tonge: it is not an unreasonable request do you not hink
Sarah: As stated in the event the collection fails you need to contact us which is all I can advise Michelle. I will now end this conversation as we cannot advise you any further.
Sarah: Thank you.
The chat session has been closed by your Parcel2Go Representativ
Welcome to Parcel2go.com. Someone shall be with you shortly.
You are now connected with Daniel
Daniel: Welcome to Parcel2go.com online. How can I help you today?
Daniel: Good morning Michelle.
Michelle Tonge: one of your agents Sarah and previously Diane has cut their chat with me saying they cannot help me any further
Daniel: Okay.
Michelle Tonge: i guess you keep chat logs related to this failed collections twice if you want to read through them i will wait a minute
Daniel: Michelle I can rebook this collection for you?
Michelle Tonge: apparently the previous woman 5 minutes ago said it had already been rebooked can you not see that
Daniel: Do you have your order reference number to hand? It will begin with P2G and be followed by 7 or 8 digits. For example, P2G1234567. It can be found on the confirmation e-mail.
Michelle Tonge: P2G11320537
Daniel: Thank you
Daniel: This has been rebooked Michelle.
Michelle Tonge: is there atracking number associated wih it
Daniel: The tracking number is 21898372238
Michelle Tonge: ok thanks
Michelle Tonge: should this collection fail again is there a number i can call
Daniel: Whilst I can of course provide a contact number, I feel I must advise the only number we have is an 0871 number. This is unfortunately charged at 10 pence per minute. I would not want you to have to meet this cost; I can assure you I would be just as efficient as the phone operator in dealing with your query!
Michelle Tonge: ok so it will not fail to be collected tomorrow again its just that it has not been collected on the previous to occasions
Daniel: Is there anything else I can help you with?
Michelle Tonge: yes confirm that the collection will not fail again tomorrow
Daniel: As advise Michelle I can not guarantee this.
Michelle Tonge: ok should it fail to be collected tomorrow I would like to have a phone number to ring to discuss i cant afford to waste anymore time on the chat system as i have been on this chasing this parcel up this morning for nearly 2 hours
Daniel: No problem.
Daniel: Many thanks for contacting Parcel2go.com Online. If you do require any further assistance please do not hesitate to come back to us.
The chat session has been closed by your Parcel2Go Representative.
P2G11320537
Welcome to Parcel2go.com. Someone shall be with you shortly.
You are now connected with Jessica
Jessica: Welcome to Parcel2go.com online. How can I help you today?
Michelle Tonge: i arranged to have a parcel collected and delivered to us. It has not been collected 3 times now and each time i have to come online and told that you will rebook it
Jessica: I am genuinely sorry for the failed collection of your parcel - I hope that this does not cause too much inconvenience.
Michelle Tonge: i want a number to ring to find out what the hell is going on parcel2go have very kindly taken my money and done nothing for it
Jessica: Could you confirm the collection address for me please?
Michelle Tonge: that is exactly the same answer i got yesterday
Jessica: Our phone lines are closed until Monday at 9am I am afraid
Michelle Tonge: thats ok i want the number anyway
Jessica: 08713308066
Michelle Tonge: thank you you are the first person to actually give me a number
Jessica: No problem
Michelle Tonge: what is the problem with is collection
Jessica: I’m really sorry that things went wrong here. Unfortunately the courier has not left record of why the collection failed, so I’m unable to clarify why this happened. Failed collections can happen for a wide variety of reasons. It might be that the driver went to the wrong address
Michelle Tonge: ok can you arrange to have my money put back on my card
Jessica: Could you confirm if you are the sender or receiver please as your name is not on this order?
Michelle Tonge: I am the receiver but i booked it and paid for it
Michelle Tonge: the name on it should be Peter tonge Preston Volvo Centre
Jessica: Okay thank you
Jessica: The refund will take up to two working days to process
Michelle Tonge: ok but you can do it from there
Jessica: Yes
Jessica: As requested, I have now arranged for a refund back to the original source of payment. As advised this can take up to two working days to process.
Jessica: I have now cancelled this on our system for you. Whilst I have also requested a cancellation with the courier, I must advise that there is a possibility that the collection may still be attempted by the driver should the courier not receive the request in time. Should this be the case, you must refuse collection in order to avoid having your refund rejected.
Michelle Tonge: ok I will give it till thursday to see the refund back onto the card if it is not back on by then i will recall it through my bank
Jessica: No problem
Jessica: Is there anything else I can help you with?
Michelle Tonge: I know its not your fault but parcel2go service is appalling considering i have arranged it 3 times and it has failed 3 times
Jessica: I understand Michelle, I am very sorry
Michelle Tonge: its ok Thanks for the contact number anyway much appreciated
Jessica: No problem
Jessica: Is that everything/
Jessica: *?
Michelle Tonge: yes thanks
Jessica: No problem

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