Parcel2Go Lost Parcel and Apalling Customer Service

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Just thought I'd share my woeful experience of Parcel2Go, particularly how they handle (or rather don't handle) customer problems.

I had a parcel collected and tracked all the way to the point where it was out for delivery when I had an e-mail from P2go saying it was 'lost'.

OK, stuff happens I thought. Lets see how customer services deal with this and help me find my parcel or provide compensation. The following is a hugely condensed version of a saga that is still ongoing from January 2011.

After many, many e-mails it was confirmed that my parcel had actually been stolen when out for delivery

I requested a refund and compensation and naively I expected a quick and full resolution with minumum hassle. After all they told me that my parcel had been stolen whilst in the couriers care. Alas No.....

I was asked to provide some 4 different documents to prove my parcel wasn't delivered despite the fact it was tracked by parcel2go and it was they told me it had been stolen !

Despite my challenging the need for this as P2go had confirmed already my parcel was stolen ! I managed to get 3 from 4 documents but had misplaced the couriers collection note and this alone was enough to 'technically' refuse my claim.

They did not even offer to refund my initial fee paid for them to ship my parcel !

I asked P2go multiple times to request the courier copy which they totally ignored.

I asked 6+ times for the police report or reference no. for the stolen parcel. No response.

I emailed several other people including quality control and a chap who responds to gripes on twitter. No response.

I have now been offered some credit with P2go which I have flatly refused.

As if I'd ever trust a valuable parcel to them again.

This company customer care is atrocious and I would strongly advise people to look elsewhere for a courier service


A few weeks after sharing my experience here and elsewhere I did eventually get full compensation for my lost item.
It would seem that by going public, the embarrassment caused by people complaining can move things to a better conclusion.
It shouldn't have come to that of course but it shows how powerful sharing bad experiences publicly can be.

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