Friday, July 20, 2012

Parcels2Go don't go anywhere

Location: Other, London
Industry: Other
Annoyed By: Parcels2Go

Here is the text from theLive Chat window.The only way that you can contact them!

Welcome to Someone shall be with you shortly.

You are now connected with Samantha

Sally: Hi can I speak to Josh please?

Samantha: Unfortunately Josh

Samantha: Is not available I am afraid Sally

Samantha: Am I able to help

Sally: He was suppossed to be updating me on my delievery today as I have been waiting for it for days. Can you check where it is for me pleas P2G9393180

Samantha: Can you give me a minute or two to look into this for you?

Sally: Sure

Samantha: Ok we have sent a request last night but unfortunately awaiting an update from the courier I am afraid.

Sally: That is what happened on Wednesday night. Who is the courier, can't I call them?

Samantha: This is booked via Collect+

Samantha: And unfortunately we do not have an update

Samantha: As soon as we have this you will be contacted

Sally: Any idea when that will be?

Samantha: We should have an update within 24-48hours after we contacted them

Sally: I told them on Wednesday that I needed them by today, this is no good

Samantha: I do apologise

Samantha: As soon as we have a response from the courier we will contact the sender

Sally: It will be too late by then. Josh said they would be here today and that he would eep me updated. Someone needs to do more

Samantha: I do apologise but unfortunately until we have an update I cannot advise furthetr

Samantha: Further*

Sally: This is insane. I have been trying to get these since the 9th and nobody can help.This service clearly does not work. Can somebody call me please

Samantha: I understand but unfortunately we need to await an update from the courier

Sally: No good, what number can I call to complain?

Sally: I was promised last night by Josh so somebody needs to sort this out today

Samantha: Unfortunately as you are not the account holder.

Samantha: You will need to contact the account holder to make a complaint

Sally: I don't care, I want to make a complaint, what is the number or do you just want me to go to trading standards

Samantha: Our office number is 0871 330 8066

Samantha: But the phones team will advise you the same as myself

Sally: Can I speak to your boss then please

Sally: I could just post this straight to my twitter account and let the world know about the great service Parcel2Go offers

Samantha: My supervisor will advise you the same you need to contact the account holder as they are the customer with

Samantha: I will pass you to Sarah my supervisor

Please wait while I transfer the chat to Sarah.

You are now connected with Sarah

Sarah: Hi Sally

Sarah: Can you give me a minute or two to look into this for you?

Sally: This is the last line from your tracking update. I have contacted you 4 times since then as has the person that is trying to send the item to me. We have both been told it would be delievered but it hasn't. 09/07/2012 09:09:00 Delivery attempted, we will reschedule Enroute

Sarah: I do apologize Sally but if you do wish to make a complaint re this servcie you would need to go though the sender as they are the account holder.

Sally: OK, 'll just add this whole chat window to my twitter and blog. I own an advertising agency in London, a big one!

Sarah: Im sorry you feel the need to do this Sally but you are not the account holder you would need to go though the person who booked the order with us.

Sally: The worst service I have ever had from any courier company ever. Not only can you not get the item delivered but you cannot find out where it is or give me a number that I can call them on or find out where it is yourself. Your tracking information is 4 days out of date and you cannot get a response by email in less that 24-48 hrs. Really stunningly bad service.

1 comment:

  1. Customer support is a key element that any quality courier service requires to focus on. When clients have a query or need caution about something, they shouldn't be required to listen to a producing on the phone.

    Delivery Services