It appears that they (and to be fair, the worst couriers I have ever had the misfortune of using, UPS) cannot get parcels delivered on time.
Not acceptable and unless forced by events outside our control my company will not use this lot again
I purchase a fair volume of rare or odd reference books relating to reasearch we do for our own product (see www.tsww-online.com for more info on that).
I have had 2 problems in over a year - and in all cases the issues were resolved to my delight within 48 hours.
Out standing service.
See Below for other comments.
Normally they are ok - as long as you avoid the shockingly incompetent UPS. We use Fed Ex all the time. Now I am reliably informed by P2G that Staten Island (NYC) and Janesville (WI) in the USA are not Fed Ex delivery locations.... Fed Ex on the other hand claim that they are both "registered delivery zip codes". In short they deliver there.
I had the same nonsense with Ceuta in Spanish Morrocco. Being blunt - deal direct with a courier if you do enough business, or find another provider. P2G cost me time - and time is money. USELESS. They promise it to be rebooked tomorrow - I will update at that time, having wasted another full day with them
See Below for the previous opinion. I have JUST had a call from one of their directors, a very charming lady called Sally who was less than impressed at the treatment we have had.
In discussions, I was able to determine that they will be updating my claim(s) and are in the process of updating their Customer Service system which I think personally will help.
Further more they have asked for the transcripts of the discussions I have had with their online staff, with a view to discussing their performance face to face.
The fact that they HAVE contacted me makes me much happier - so please use them.
Guys, this is a transcript of an ongoing discussion about their "service". My company like several people below have used them extensively. What is boils down to is this:
If it works it is good. Price is comparable with their competition.
If it fails, they could care less. The insurance does not appear to exist, and is designed to provide excuses not to cost them anything. The only reason they paid up is because I went public.
Try someone else - but I suspect that this is the norm, not the exception.
Your P2G account name is your email address. Dont ask how I found that out - I got lucky! Their address and numbers are:
• Telephone: 0871 330 8066
• Telephone: 01204 387 098
• Telephone: 0844 847 2600
• Fax: 01204 384 427
• Web: http://www.parcel2go.com
The 10p a minute number at the top is the customer service number.
Sources for this data are Companies House Web Check and 192.com.
Their invoice should show their VAT Registration number and thei Companies House number. If it does not, it is a criminal offence under the Companies Act - as is the refusal that I have had from their staff to provide the above information.
Text below is last email:
Again I think this needs examination below in depth:
From: Parcel2Go.com Reviews Team [mailto:firstname.lastname@example.org]
Sent: 19 August 2011 10:34
Subject: Re: [P2G-CS-679357] RE: New Parcel2Go Review submitted
Good Morning John
Thank you for your email.
I am very sorry it has taken me so long to respond to this. I keep revisiting the points that you mention and try to investigate a little more, but without any luck I am afraid.
JB This does not surprise me and is indicative of the lack of customer care we have experienced any time we have had an issue.
I am unable to comment on older claims as I can only see those made that are available through our management screens. This is why I only see the one. It would really be too late to do anything else about those claims, but I do take your point that you have had three claims.
JB Again, this is the sort of poor service endemic to your company when there are issues.
Each claim is investigated in the same manner. We would always look on how the parcel is protected internally and externally.
JB The protection in our case is a very heavy gauge cardboard outer, or a lighter large box (there are limits). In all instances of problems we have provided pictures.
The photographs that we receive provide us with what proof we need to give to the couriers themselves, as we are required to do. This is why we
would reject some photos if they are not very clear.
JB Given the exceptional clarity of pictures provided by Mr XXX to me, and from me to you, I suggest that you either need to invest in a decent monitor or the correct software to clearly view the pictures we sent you. Both are easy to purchase from providers like Microsoft (FREE for the software) or Dabs.com.
Basically this smacks of “no, never, could not be us”. We agree you are the agent – and as such it is with your organisation that we have the contract. QED according to Contract Law in both England and Scotland you are liable to provide service. That can be easily proven in court if need be.
The proof of collection would need to be the slip of paper left by the courier. This would need to be scanned and it is the only one acceptable.
JB in short you have just declined EVERY claim by anyone that has used DHL World services via your company as they DO NOT PROVIDE A RECIEPT. I think you will find that is a breach of contract by definition. As such I will ensure THAT comment is publicised, which is little more than your company deserves. We do not control the way the courier works, and as such find it legally unacceptable that the company with which we have/had a contract is attempting to avoid their responsibility under contract law.
Although I understand that as a business you provide an invoice to your customers, this does not support the actual cost of the item.
JB Actually, It does. I dislike the implication that I have lied which is in this sentence. Again it seems that you have a pathological avoidance of liability under your terms going on here.
If the item was sold on eBay, for example, we would look for the eBay auction number. If the customer paid you by Paypal, the Paypal receipt would also prove the amount paid.
JB Actually it does not – what it actually shows is amount received by the business, which is billable amount minus commission. Furthermore, under the Data Protection Act 1998 we are obliged to not provide anyone other than the client with information that includes, for example, contact details etc. As such our invoice in and of itself should not be provided, and if we are taken to task for a breach we will automatically pass the pain on to your organisation. Unlike News International, we take Data Protection very seriously.
The discount that you gave your customer for shipping costs cannot be included because we cannot cover for shipping costs that you charge the customer. The shipping costs have no value in this case.
JB Actually the discount is irrelevant. The cost of shipping to our company is – and that is shown in our accounts, bank statements and is a matter of record. In this again you position is legally incorrect. In short we can show a cost – the charge to the customer is not the point. The point is the product was damaged by your sub-contractor.
I have provided the £20 into your prepay account. In order to use Prepay you need to be logged into your account. As soon as you log in you will see that you have a prepay balance. Complete the quick quote and choose your service. When you Go to the Checkout you will see that Prepay is active and you can click the button to pay for your parcel. Further details are available at the following link
I am afraid that I am unable to provide for consequential loss which might arise through your parcels moving through the system.
Should you have any other queries or concerns please do not hesitate to contact me.
JB Well I suspect that the situation is as follows:
1. You broke contract twice.
2. We could sue for our time and loss of good faith resultant from the breach.
3. We will win 98% of the time.
4. You will appeal and refuse to pay.
5. We will win again – the contract is simple – you provide cover, we provide simple and clear evidence – you pay. You fail to pay all too often – and only it appears when people complain in public.
6. You will refuse to pay (CCJs and Sherriff Court Orders are basically a waste of time as cash flow discounts their influence).
7. We will have spent a lot of money for no good reason – but will be able to publicise the decision which would potentially cause your organisation serious embarrassment.
8. You will then pay up in return for a removal of the statements in public.
I suspect that even that would not get us what we want – the ability to claim solely when damage is shown by our clients to be done during transit. The bottom line is that your organisation seems to believe that it is above common law, and that it does not have any legal need to abide by the terms and conditions laid down in your contract. That in reality is not the case.
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