Will never use this service again. Online chat convo: Welcome to Parcel2go. Someone will be with you shortly. You are now connected with Jenny Jenny: Hello, youre through to Jenny. How can I help you today? Dr Suzella Palmer: I have been waiting for an urgent parcel and it was not collected - no one informed me of this and Im quite annoyed as Ive only just found out and I need the parcel for my work. Can I have it recollected asap. Jenny: HI Suzella Jenny: I am sorry to hear that it has not been collected. Jenny: Can you give me a minute or two to look into this for you? Dr Suzella Palmer: yes no problem Jenny: Thank you :) Jenny: I’m really sorry that things went wrong here Suzella. Unfortunately the courier has not left record of why the collection failed, so I’m unable to clarify why this happened. Failed collections can happen for a wide variety of reasons. It might be that the driver went to the wrong address – could you confirm the full collection address for me? Dr Suzella Palmer: I have jsut spoken to Dave who works at reception at the Eden project where the parcel is to be collected from and he says the driver did arrive on Monday. he advised the driver that the driver needed to go the admissions section. the driver said he would collect it the following day - not sure why he would do this as he was already there and the driver failed to return. I would like this collected today and delivered tomorrow as Ive lost a couple of days work because of this. Jenny: I am sorry for any inconvenience caused. Im afraid the earliest I can rebook collection for is tomorrow. Dr Suzella Palmer: Okay and how will I be compensated as your courier has really messed up here. Jenny: We are extremely sorry for the failed collection that you have experienced on this occasion. Unfortunately as collection dates are not guaranteed and this is advised during the booking process, we would be unable to offer any compensation. As a third party courier, we are unable to guarantee any collection dates and this this is stated in each service description. Dr Suzella Palmer: Okay, I understand that but this delay is due to incompetence and not the mornal Dr Suzella Palmer: normal expected delays Dr Suzella Palmer: And why was I not informed at any stage that there was a problem? Dr Suzella Palmer: I wol Jenny: I am now going to transfer you to my colleague, who will be able to help you further. One moment please. Dr Suzella Palmer: I would have expected either the tracking system or yourselves to have let me know. Please wait while I transfer the chat to Richard. You are now connected with Richard Dr Suzella Palmer: Okay. Richard: Hello, youre through to Richard. How can I help you today? Dr Suzella Palmer: Hi RichARD Richard: Hi Dr Palmer Dr Suzella Palmer: I have been really inconvenienced as a result of an incompetent courier and have lost 2 days of work as a result. Can my order be collected and with me by the end of tomorrow and I would like to be compensated in some way, Richard: I am very sorry we cannot compensate a failed collection as collections are not guaranteed, this is stated in the service description when you book, I can of course rebook for tomorrow could you just confirm the collection address please? Dr Suzella Palmer: The failed collection is due to a driver turning up at the collection address, being told he has to go to another part of the premises to colelc Richard: I still cant compensate this sorry Dr Suzella Palmer: collect the parcel and then saying he will collect it the next day but then not turning up. If there is nothing you can do to compensate then this is not a good look for your company and I will pursue this further. So can I at least have this parcel with me by tomorrow end of day? Richard: It can be collected tomorrow but it will not be delivered tomorrow Dr Suzella Palmer: Can I request the following: that the parcel be collected and delivered as a matter of urgency, that the tracking system to actually work when I try to track my parcel and that the courier be asked to provide an account of why the parcel was not collected. Richard: Ok Dr Palmer no problem could you just confirm the collection address as I requested before? Dr Suzella Palmer: Eden Project, Par,Cornwall PL24 2SG, Richard: Thank you that is rebooked for tomorrow and I have emailed you the labels Richard: Is there anything else I can help you with? Dr Suzella Palmer: Yes, can I have details of your customer complaints procedure and any contacts please. Richard: Ok I can request a call back if you like? Dr Suzella Palmer: Yes please. Also, I am not able to ensure that the new labels can be put on so please could we use the previous labels? Richard: You can do but you will have to use the old tracking number Dr Suzella Palmer: yes thats fine. Thank you. Richard: Ok could you confirm your contact number please? Dr Suzella Palmer:
Posted on: Thu, 31 Jul 2014 12:35:55 +0000
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