Jacob Marsh´s profile

Reviews (2)

Parcelforce

Unacceptably Slow and Terrible Customer Service

I've never really felt compelled to write a bad review before regarding a service, usually because it's a one off, and the company sort out whatever the problem is in the first place. Not so in this case. I've had consistently bad service across a number of packages sent to me through using the Parcelforce 'service'.

Orders have consistently arrived late, and their telephone customer service is shockingly incompetent - polite, even apologetic, but completely out of the loop and unhelpful because of this. You can't help me if you don't have the information I need, and I don't understand why they don't have that information.

For example (my latest woe). One of my suppliers in the US sends me a small package via priority USPS (US state postal service) on December 7th, which is transferred over to Parcelforce for delivery in the UK. USPS state a delivery time-scale of 6 - 10 working days. Fair enough, it's got a long way to go, and it's the busy Christmas period.

The package takes around 5 working days to get through the US system and arrives in the UK on the 14th. It is then passed to Parcelforce to deliver it in the UK via a 48 hour priority service. Discounting Christmas and a few extra's from the working days, it has now been at least 12 working days since the package arrived in the UK. It's been at the 'international hub' for that time period 'awaiting customs charging'. I've had my 4th telephone conversation with Parcelforce today, and I'm still in the dark. They know what the customs charges are, they know where the package is - but they won't let me pay the charges until it's at my local depot, and they won't send it to me. Ridiculous. I thought I would wait until after Christmas to chase it up - to give them time to sort out after the busy holiday period. But it's now beyond a joke.

1st Telephone 2nd Jan - It's at the Int. Hub, the customs charges are £XX - but you can't pay them until it's at your local depot. It should be released tomorrow.

2nd Telephone 3rd Jan - It's been released from the Int. Hub and should be with your local depot this afternoon, if you give them a call after 2.00pm the system should be updated and you will be able to pay the customs charges and collect the package the day after.

3rd Telephone 3rd Jan (Late afternoon) - Nope, we don't have it, it's still at the Int. Hub. Sorry.

4th Telephone 4th Jan - It's at the Int. Hub, the customs charges are £XX - but you can't pay them until it's at your local depot. It should be with the local depot by the 7th.

It's simple incompetence. All I need is the truth - how long the package will take, and when I'm going to get it. I can then inform my customers of the delay and everyone is happy. At the moment I'm still in the dark, I have no idea when the package will arrive and it's damaging my reputation as a supplier. Thank you Parcelforce, for not being able to deliver the explicit service that you are designed around and paid to do.

Update. It is now the 8th January, I'm on my 10th telephone call - and I am still chasing this package. Customs say Parcelforce have it. Parcelforce say customs have it. I am stuck in the middle with no package and no help. Poor in every aspect of their service.

How is it that FEDEX and UPS can get a package to me quickly, efficiently and with very little effort and Parcelforce cannot do it? It astounds me that company's like this survive when the benchmark has been set so much higher by other companies. UPS can get a package to me from the US in 2 - 3 days, and I can pay the customs charges with the driver, easy and simply. Parcelforce take 10 days processing it through customs - won't let you pay the charges (even when they know what they are) because 'it would cause a glitch in the system'. Instead, they force you to wait until the package is with their local depot, who then send you LETTER, to tell you about the customs charges. It's a joke. I'm surprised they don't telegram it through, I mean seriously. There are much better ways of dealing with these issues (as demonstrated by other companies), and yet they seem stuck in the dark ages. Pull you finger our Parcelforce or you will be left behind.

In short, they are unbelievably slow, unhelpful and not much cheaper than their competitors who are significantly better. Avoid at all costs. I will explicitly forbid my suppliers from using Parcelforce in the future. I'm done with them.

Parcelforce

Unacceptably Slow and Terrible Customer Service

I've never really felt compelled to write a bad review before regarding a service, usually because it's a one off, and the company sort out whatever the problem is in the first place. Not so in this case. I've had consistently bad service across a number of packages sent to me through using the Parcelforce 'service'.

Orders have consistently arrived late, and their telephone customer service is shockingly incompetent - polite, even apologetic, but completely out of the loop and unhelpful because of this. You can't help me if you don't have the information I need, and I don't understand why they don't have that information.

For example (my latest woe). One of my suppliers in the US sends me a small package via priority USPS (US state postal service) on December 7th, which is transferred over to Parcelforce for delivery in the UK. USPS state a delivery time-scale of 6 - 10 working days. Fair enough, it's got a long way to go, and it's the busy Christmas period.

The package takes around 5 working days to get through the US system and arrives in the UK on the 14th. It is then passed to Parcelforce to deliver it in the UK via a 48 hour priority service. Discounting Christmas and a few extra's from the working days, it has now been at least 12 working days since the package arrived in the UK. It's been at the 'international hub' for that time period 'awaiting customs charging'. I've had my 4th telephone conversation with Parcelforce today, and I'm still in the dark. They know what the customs charges are, they know where the package is - but they won't let me pay the charges until it's at my local depot, and they won't send it to me. Ridiculous. I thought I would wait until after Christmas to chase it up - to give them time to sort out after the busy holiday period. But it's now beyond a joke.

1st Telephone 2nd Jan - It's at the Int. Hub, the customs charges are £XX - but you can't pay them until it's at your local depot. It should be released tomorrow.

2nd Telephone 3rd Jan - It's been released from the Int. Hub and should be with your local depot this afternoon, if you give them a call after 2.00pm the system should be updated and you will be able to pay the customs charges and collect the package the day after.

3rd Telephone 3rd Jan (Late afternoon) - Nope, we don't have it, it's still at the Int. Hub. Sorry.

4th Telephone 4th Jan - It's at the Int. Hub, the customs charges are £XX - but you can't pay them until it's at your local depot. It should be with the local depot by the 7th.

It's simple incompetence. All I need is the truth - how long the package will take, and when I'm going to get it. I can then inform my customers of the delay and everyone is happy. At the moment I'm still in the dark, I have no idea when the package will arrive and it's damaging my reputation as a supplier. Thank you Parcelforce, for not being able to deliver the explicit service that you are designed around and paid to do.

How is it that FEDEX and UPS can get a package to me quickly, efficiently and with very little effort and Parcelforce cannot do it? It astounds me that company's like this survive when the benchmark has been set so much higher by other companies. UPS can get a package to me from the US in 2 - 3 days, and I can pay the customs charges with the driver, easy and simply. Parcelforce take 10 days processing it through customs - won't let you pay the charges (even when they know what they are) because 'it would cause a glitch in the system'. Instead, they force you to wait until the package is with their local depot, who then send you LETTER, to tell you about the customs charges. It's a joke. I'm surprised they don't telegram it through, I mean seriously. There are much better ways of dealing with these issues (as demonstrated by other companies), and yet they seem stuck in the dark ages. Pull you finger our Parcelforce or you will be left behind.

In short, they are unbelievably slow, unhelpful and not much cheaper than their competitors who are significantly better. Avoid at all costs. I will explicitly forbid my suppliers from using Parcelforce in the future. I'm done with them.

Jacob Marsh´s profile

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Jacob Marsh
Reviewer
1989
Exeter, United Kingdom

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