So my story......I buy some alloy wheels from wales. Due to bad weather and all commitments, I paid PARCELS 2 GO, £16 to pick up and deliver my alloy wheels.
So the order is complete, paid my money for a 2 day service. (2 different parcels, with 2 wheels in each) - Not hard to understand that right?
ok, so its the new year period....my parcels one day later....ok, no big issue....however one parcel arrives. When my father inlaw collects the parcel, he asks the driver "where the other parcel?" driver states “there’s only one"....father inlaw signs for ONE parcel...clearly uniquely marked with parcel2go reference number "A"
Live chat: I explain myself and what’s happened..... That’s i have only received parcel "A" and not "B". The operator explains that the parcel has been separated and i should worry as they can locate my parcel via tracking and it clear shows parcel "B" not delivered. - GREAT NEWS (only have to wait a few more days) ******reminder 2 DAY SERVICE***********.
Few days go by, nothing arrives. so live chat again: This time i get told they have found my parcel and its on its way to me. - ok, at least they found it ....
Few days go by: telephone call to P2G - explained myself again and as where my parcel is as they had found it and when will it arrive........operator: sorry sir, we do not know where your parcel is.......so i ask to speak to a supervisor, operator states I am the supervisor and, there nothing they can do, but email the courier and i get told to wait a few more days!!!!!!
few more days later...no reply from anyone.....speak again on web chat: explain myself and the situation, explain how angry i am for doing all the running around.....anyway...... states hes a supervisor "PETER" - and that the parcel is defiantly lost and that i should open a claim, while they chase the courier company again "YODEL".
So I open the claim, attach all the documents as requested.......(guess i'm doing all the leg work again) ......claim get REJECTED on the grounds "parcel has been delivered !!!!
Ring up P2G (now thinking about my telephone bill) - speak to an adviser - they state........."sorry, i see what that claim team have done here, They have not investigated it and closed it as you have received parcel "A"!!! ..........I will reopen the claim as "good will decision" and add a note......please can you upload your documents again - SERIOUSLY?> .....anyway i do.
so now its the waiting game again .........my documents get approved, documents are follows:
1. Conversations with adviser (PETER the supervisor) - proving the parcel is missing
2. Bank transfer screenshot, paypal screenshot and Ebay advert for wheels (proving costs)
3.pictures of wheels, descriptions and valve.
...few days later .....nothing heard .so i ring up again ......i get told up the adviser, your claim has been accepted and you'll have a email with a offer in next 10 minutes.
OFFER £41!!!! YOUR KIDDING ME!!!!!
Alloy wheels - £120 (prove provided)
Postage - £16 (prove provided)
OFFER £41 - unacceptable!!!!! .......
Ring up P2G - speak to advisor - I get advised that " IF YOU ARE NOT HAPPY WITH THE OFFER, REJECT IT AND THE CLAIM TEAM WILL REVIEW THE CASE AGAIN AND GET BACK TO YOU"
................OFFER - REJECTED BY ME!
Still not happy - WEBCHAT P2G AGAIN speak to "SARAH" - (guess what? ,she a supervisor) and states ........sorry, as you have rejected your offered that's the end of your claim? ......HANG ON, i was advised too? ....sorry sir, you reject the offer, not us!!!! ......... ("is this customer service" - get told to reject the offer, then get told, that’s the end of the claim?) .........SARAH “the supervisor" then cuts me off, web chat"!!!!
I telephone P2G - speak to ADAM - Explain everything again......confirms "if you reject the offer, that;s the end of the claim".......so i ask nicely to speak to the CLAIMS TEAM ....I get though to "OLIVER" .....he states the same thing, but says he can reinstated the £41 offer on my claim......I explain this is not good enough......I have then reasoned with "OLIVER" and asked to spoke to his Supervisor ...."IAN" .....Oliver replies that "IAN" is not there at the moment, but will get him to telephone me back, but this may take 24 - 48 hours .... i reply "OK" ......i then all on to say.....
Listen, you guys have lost my parcel, i have spent a lot of time and money chasing you for answers, I get pushed pillar to post.....speak to several people whom have mislead me....get I’m still being reasonable, If you can up my claim to £75 (this is the cost to replace two missing wheels and not postage) we can all it quits and move on ........Oliver states he understand and will speak to "IAN" on his return and get back to me.
SURPRISE, SURPRISE .........get home from work.........no telephone call, but a email:
Order reference: P2G11364530
Good Afternoon XXXXXXX,
I am contacting you regarding your recent claim that you contacted us about.
I have spoke to my supervisor regarding this and we are unwilling to offer any further.
Due to the parcel not being covered to the full amount we are unable to provide any further offers that have already been made.
I apologise for any inconvenience caused.
BACK TO SQUARE ONE - IS THIS FAIR?> P2G lose my parcel, accept blame, offer me £41 for a parcel worth £120 plus £16 postage? REALLY????
I do all the running around, waste my time, money and effort.......then to be nice and responsible on a court offer......and get WHAT? an email? .......from Oliver.....not even the supervisor?
ITS POOR< VERY POOR INDEED..........ITS SHAMEFUL TO ME HAVE TO PUT A 1 STAR RATING ...........
really unhappy.......and not sure what to do now.........I shell, write a complaint.....see what that gets me.......and keep trying....
Bob - Birmingham
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