I booked for a parcel to be collected by Hermes through Interparcel last week. My booking was made at lunchtime on the Monday, for collection the following day. I was told that collection would be any time between 8 am and 9 pm, and that it was not possible to specify a morning or afternoon collection. I reorganised my working day, and waited in for the whole day. I was a little concerned by 5.30 that the package had not been collected, and called Customer Services. I was assured that the courier would definitely call by 9 pm. Needless to say, he did not, and by the time 9 pm arrived, the Customer Services department at Interparcel had closed for the evening. The tracking information finally updated at around 10.30 pm to say that collection would be attempted the following day.
I rang at 8 am the next morning. The customer services assistant I spoke to was apologetic and said that the package would be collected that day (Wednesday). I explained that I could not guarantee to be home for a second day, as I had to work. The customer services assistant readily agreed to contact Hermes to inform them that I would leave the parcel in my recycling box next to the front door. She agreed that it was not necessary for me to leave a note on the door to this effect. I went out later in the morning, having left the parcel as agreed, and was very angry to find on my return, around 45 minutes later, that the Hermes courier had left a card through my door saying that he had tried to collect the parcel. He had clearly not been informed of the arrangement I made with Interlink. I called Interparcel again, and unfortunately spoke to an extremely rude and belligerent customer services assistant. She was completely unhelpful, did not offer any apology, and effectively called me a liar, by saying none of her colleagues would have agreed to contact Hermes. She offered no solution apart from expecting me to wait in for yet another day. I asked for a refund, which I received promptly.
I realise that the failure of the courier to collect my parcel was beyond the control of Interparcel, but Hermes are notorious for missing collections and deliveries, and perhaps Interparcel should reconsider the companies that they deal with. However, when things go wrong, I do expect to be treated with professionalism and courtesy, particularly when I am paying for a service, and not be talked over and called a liar. I emailed Interparcel to complain about their very poor service, but nine days later, I have still not received even the courtesy of an acknowledgement to my email. I will never use this company again and wish it was possible to give a zero star rating.
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