Marine S.

I paid for a parcel to be collected directly from home. I was told that it would be collected the next day betwen 9 am and 5:30 pm. At 6 pm, there was still nothing and this is when I noticed there was no phone call or no contact form regarding issues. I managed to find a live chat through the help center on the website (it is quite well hidden) and talk with an agent. I was told they had no way of knowing what happened and the only thing they could do was rebook for the next day. You would think they would arrange a more specific collection time when they are the one who did'nt come and had you waiting all day at home but I was told this was not possible and I had to wait the next day from 9 am to 5:30 pm. Well, the next day by 6 pm no one had collected my parcel either. I went back to the live chat and I was told, again, that the only thing they could do was rearrange for a collection the next day but that they had no way of getting in touch directly with the company. I believe this is unprofessional not to be able to talk directly with the drivers and the delivery companies but also disrespectful towards the client to have them waiting all day without contacting them to let them know when they can't come. On the next day, there was still nothing and, as the weekend was coming, I had to find a solution. I called the company that was supposed to collect directly without going through Parcel2go and they had quite a lot of trouble finding my parcel in their system. It seems that they went to the reception of my university instead of the residence and, of course, could not locate me. It seems that Parcel2Go had not given them my phone number so they couldn't call me. They did not come back after the first day, even though Parce2Go just told me to wait at home. In the end, after waiting for three days, I paid for a ride to get my parcel to the depot, as it weighed 20 kg and the depot is out of town. When I explained the situation to the agent on the chat live, the only thing they could offer was £5 to prepay, even though I told them I would not use this service again. Seriously, it was the worst client service I ever saw, there is not even a phone number, and they are totally unable to deal with any issue with the delivery companies. I would not recommend using them.