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Overall will not be using Parcel2go again

My boyfriend had used parcel2go before and even chose Yodel as his delivery service and it was fine for him, for me on the other hand it was a different story. I started by booking my parcel on the 18th to be collected from my friend in Yorkshire on a Thursday (the 19th), however it was not collected and my friend recieved a text saying that there was a collection attempt but there hadn't been as she stayed home all day and waited and saw no van. We then had to rebook for Monday as my friend was working from Friday til Sunday.
So on monday my friend received the same text but again did not leave the house so she could keep an eye and ear out for the collection van which apparently couldn't see her house when he drove into the area (I also left her number as a contact so hoped if they had trouble they would phone her or something). She rebooked for Tuesday.
Now I would like to add that when she was trying to sort this issue out on her end she was told the phone line was only open until 5 even though she received the text from them saying they could not collect the parcel at 4.50 and that she couldn't rebook until 7 when the delivery window had closed anyways... and then the next day when she rang they told her it was actually open until 11 which frustrated her.
So the parcel did not get collected on Tuesday sadly as we had feared, so I decided that I wanted a refund and would try to get it some other way. Instead Andrea on the chat window gave me an upgrade to UPS and the parcel was actually collected on the Wednesday so my thanks to her for that.
However it was scheduled to be at my house on the Thursday and there was no sign so I thought I would wait until atleast Saturday and still no sign. Finally I had to speak to someone again on Sunday called Leanne who was also helpful and advised I claim for loss whilst she attempt to resolve the issue. Saying this claiming for loss was also very disheartening because I needed proof of how much everything cost in my case (who keeps all of their reciepts for things like that?) so I feared I would be without my things and without any compensation. Luckily I finally got my stuitcase on Tuesday.
Bottom line is that it should not have taken so long for me to get one suitcase. It is also quite a large suitcase so it shocks me it could have been possibly misplaced. I do not blame the people who helped me as they did what they could but the whole experience has left me very annoyed and distrusting of the service.

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Kenzie Cook
United Kingdom