Thursday, 30 January 2014

Parcel2Go - my response..

So I think it's only fair to paste my exact response to Parcel2Go here...especially as it got no response:


So let me get this straight...

I place an order with Parcel 2 Go, weighing, measuring and checking that the item is not included in the prohibited list (the only list that is visible during the order process). I then package it up and hand it to a courier. I then heard nothing back for over a week, at which point I contact Parcel 2 Go and am told that it has been broken. I am then told that there is nothing I can do about it. I am also asked if I want it delivered. I then have no option but to register a claim and only when I complain on Twitter is my complaint treated with any degree of seriousness and begrudging I am issued a refund.
During the communications process, I then state that I have got another three parcels booked with P2G and that they too are framed pictures as I placed the order before I was retrospectively informed that glass items are not “covered.”

Now, let us take a brief departure from this story just to pass comment on this specific point. Assuming that P2G are a “proper” courier service, is there any salient reason why you would not cover glass? Is it due to it being dangerous? No, because otherwise it would exist within the prohibited list. Is it because you are more likely to break it? Yes, glass is more brittle than say metal, but if packaged and handled correctly, then what difference does it make? Are they unable to take a little care? Or is it because your handlers are getting through so many items that taking care and speed can’t go together? Well when I moved house I had to shift many items quickly and yet I managed not to break anything. Was that because they were my own things? Probably. But then, if your staff have managed to break 4 different items, all packed up with increasing layers of protection, posted at different times from different places, then surely it suggests that fundamentally your organisation has a serious misunderstanding of how to careful and appropriately handle parcels? Because if your staff, or the staff in the companies you outsource to are incapable of NOT breaking even one out of 4 parcels then I am suggesting that they must be throwing them to each other, kicking them across the floor, leaning on them whilst eating their lunch, stamping on them, and doing all manner of activities that collectively demonstrate that you are not a company fit to be entrusted with the handling of customers parcels. Even if I were sending something robust and seemingly unbreakable in the post such as pair of jeans, I would not want your staff treating the package with the same level of physical force, disdain and contempt as they must have displayed in order to smash four of my pictures to pieces.

I digress...back to the I then take additional precautions to ensure that the items I have already booked with P2G before learning of this misfortune and the apparent lack of cover on such items are even more securely protected, with layers of industrial bubble wrap, extra packaging tape and thick plastic sheeting. But despite my best efforts, these too are smashed to pieces and this time I receive a casual automated message to that effect, instructing me that I am to take my chances with a claim again.

Yet, despite all of this, despite the fact that I still have 3 parcels in transit (one of which is another picture so God help me on that one), you are to conclude that my claim has been rejected due to the content of my parcel not being covered for damage. You then follow up with this pithy statement:

“During the booking process you were asked to check your item against the no compensation and prohibited items list. Unfortunately your item does appear on the link below so we would be unable to compensate for the damage to this particular item.”

To which I have already made the point that you do not make the “no compensation” list clear – the only list clearly shown is the prohibited items list and I know why you do this – as an E-Commerce manager myself I know that by removing or reducing the visibility of less important items that might cause a barrier to conversion, you can increase your number of orders as you can offset any subsequent complaints with your garbled interpretation that the customer is to blame for having placed the order in the first place. In my case, you explained this point to me after I had placed those additional orders.

And, just if that statement wasn't enough of an insult, I am subsequently presented with this:

“We do appreciate the potential repercussions of this incident and we sympathise completely with the consequences of this frustrating experience. However, you have our assurance that episodes of this nature are rare and do not reflect our usual high standard of service.”

1.Rare? RARE? I have placed 4 parcels in your hands and each and every one has been broken? That is a 100% FAILURE RATE! Even if the three other items currently in transit make their way safely to their destination (which as I have already intimated I strongly doubt) then that would still give you a 43% success rate, which is still atrocious, lamentable, pathetic and completely and utterly unsustainable for a commercial organization that describes itself as the “largest online parcel delivery service in the UK.”

2.You sympathise? Really? Have I paid for sympathy or have I paid for my parcels to be delivered? If you sypathised then you would have issued a full and immediate refund followed by a full and frank apology, followed by a full and comprehensive investigation into your operational activity. If most other companies acted in this way, they would be sued and those responsible would lose their jobs.

I could go on, but I have already wasted far too much of my life arguing with you. So I will simply sum up as follows:

I want my money back. In full. Immediately.

I want to know that the final three parcels have arrived safely.

I want a proper apology and not some automated dross.

If this is not forthcoming then I will use all of my powers at my disposal to ruin your reputation through social media and search engine optimization as my reputation on Ebay has been ruined. That includes contacting every single award body you claim to have been successful in and every single press outlet that I have a record of both locally and nationally. As I have already stated, I am an E-Commerce Manager, so these things come easy to me.

Thank you.



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